Cannot manually archive
Hi Folks
I seem to have an odd situation on my hands.
To set the scene:
Running Enterprise Vault 2007 SP5 on Windows 2003 Standard SP2 - Mailbox Archiving only, Exchange 2003. We were recently running perfectly on EV SP3 until what I suspect was a recent speight of patches (I am not the Sysadmin, just the EV Guy) broke stuff.
The Symptoms:
(see attachments for screenies of errors)
The first thing that started going wrong was none of the web-based archive explorer/searching worked, and none of the OWA functionality was working either. I put this down to the windows updates/patches and upgraded to EV SP5 and re-config'd the OWA stuff and mostly started working again for all users. We can all search/view archived items, but some users cannot retrieve archived items and restore them back to their mailbox.
However, for a few users (myself included) I am experiencing odd behaviour in Outlook - mail is being automatically archived, but we cannot manually archive/retrieve anything.
When manually archiving we get a prompt simply stating:
"An error occurred while processing the selected item" and below that "Error Description: 0x80070005 : Access is denied" (see attachment1.png)
When manually retrieving we get a prompt simply stating:
"The selected item could not be restored" and below that "Error description: Enterprise Vault is not running at the moment, so none of the Enterprise Vault functionality is available. If the problem persists, please contact your Enterprise Vault Administrator" (see attachment2.png)
It is worth noting that the services ARE running, and EV IS working, because other users can archive/retrieve perfectly.
I have hunted around the forums and tried various recommended fixes as follows:
1. Checked DCOM is running on the clients and EV server
2. Checked permissions on the Vault and Exchange mailboxes are correct
3. Run DTRACE on Archiving problems and no errors are displayed at all.
4. Run Outlook logging and can't seem to find much that makes sense - but I did have a look.
5. Checked DNS resolution to/from the client and EV machine
It's also interesting to note that if in Outlook I right-click my mailbox > Properties > Enterprise Vault it tells me Enterprise Vault is currently unavailable - which is clearly is as it's working for others. (see attachment3.png)
ANY help at this stage would be brilliant because I am at my wits end!
Comments 14 Comments • Jump to latest comment
Duncan
What happens when you search for items in the search, or in archive explorer? Are you able to open them up?
Could you post the clientlog as well?
Cheers
Michel
Archive Shuttle - EV NearSync - PST Flightdeck - FSA Migrator
Hi,
It looks like it could be a problem with the client trying to do dcom calls to the server. Sometimes this happens because something goes and changes the permissions on our objects.
In the VAC go in and re-enter the vault service account details. This reapplies the security settings on our objects. See if that resolves the issue.
Cheers,
Mike
Mike Bilsborough
Director,Enterprise Vault Engineering Support
thanks for the quick replies Michel and Mike
@Michel - with an affected account, I can search all my vaults (I have access to multiple vaults), I can also browse them all in Archive Explorer. Through both I can open up the HTML Rendered versions, but when I got to do a RESTORE I get a screen asking me for the Server and Mailbox Alias which are both blank.I can't seem to add attachments to this post so can't post a screenie.
@Mike - sorry, one of the things I didn't mention in the "I have done this" bit was the fact that I reset the VSA account crendentials both before and after the upgrade. This had no effect.
I should also note that I have disabled and re-enabled my mailbox for acrchiving to no effect too.
Client logs as requested:
This is the Client Log: Note, the times on the log say 23/03/2009 23:31 but in fact the log was generated on 24/03/2009 12:31. This is wierd, the time on the workstation is correct (24/04) and is the same as the EV server, Exchange and Domain servers ...
This is the "Vault Information" Listing that's accessible from the Client logging screen. Note the Retention Category Error ... 80070005 - same access denied number. This mailbox DEFINATELY has a retention category tho.
Logging is done in GMT, I think, so 23:31 is correct ;)
Could you check out this one:
http://seer.entsupport.symantec.com/docs/292019.htm
( I know you already checked DCOM, but do it again please ;) )
Could you verify that
*.datastor.local;ds-evault;ds-evsite;*.datastor.co.nz
is in your local intranet zone? (The log states that they aren't?)
Is this happening for all Users on a certain Computer (Try a user that works on another computer)?
Is it happening for those Users on all computers (Try yourself on another user's computer who works)?
Cheers
Archive Shuttle - EV NearSync - PST Flightdeck - FSA Migrator
Could it be this since you metioned changes as well.
http://support.veritas.com/docs/290438
EV Backline Technical Support Engineer APJ Region
Thanks for all the replies so far folks - appreciate your efforts. Still no luck though :)
@MichelZ
Re-checked DCOM and it was all turned on fine.
Checked the Intranet sites and ALL those you listed are in fact in my Intranet exactly as they appear in your post.
It is happening to SOME users - on all computers they use.
Other users are working absolutely fine - on all computers they use.
@Paul Grimshaw
I have checked this on the workstations I am using and the Windows Firewall is turned off.
Duncan
Check out these two documents that I found in searching for the issues you are experiencing.
http://support.veritas.com/docs/292019 When trying to manually archive an item in MS Outlook, users receive the following message :"An error occurred while processing the selected item 0x80070005 : Access is denied".
http://support.veritas.com/docs/293819 Manually archiving at the folder level in Outlook will generate 'An error occurred while processing the selected item', manually archiving may also generate an "0x80070005 Access is Denied". This is generated because Outlook is running in cache mode. If cache mode is required in the environment turn on Soft Deletes to resolve the issue.
One of the solutions in these articles, may solve your issues.
Judy Glazier
Duncan, luck you, you are not alone. We are having the same exact problem on our system. Exact as in exact, tried everything you have tried. We are currently running EV8.0 SP3 though, so it looks like it is not a version issue. I currently have a call logged with Symantec and if we ever get an answer, I will post here. It is very strange that some can and some cannot, and the cannot can't do it on any machine they use.
Hi Duncan,
Can you try the following registry key and restart outlook logged on as the effected user on the machine?
HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client
UseSelfInstallFunct = 1
Try manual archiving again.
evchaps, the registry entry you posted worked for us but raises another larger issue. Why do we have some users defaulting to HTTP and some users defaulting to DCOM? We have one Exchange Policy that all users are using. We have multiple Provisioning groups that pull from that same single policy. In my Provisional group, some users are using DCOM and some are using HTTP. Could this be a left over from previous versions of EV. We originally installed 7 and took the upgrade path to the latest. We are all using the same EV Outlook Add-On install since we pushed it out via Group Policy. I cannot find a single setting that would point to certain users using DCOM and others using HTTP. Puzzling for sure.
it could be that you're using Outlook Anywhere / RPC over HTTP or the users aren't being synchronized properly OR they have the lite client only installed (as opposed to the full client)
Full client installed, we tested the synch and everything was fine, and we do not user Outlook Anywhere. Ugh.
Another interesting tid bit:
When we first implemented EV, we used 3 people for a test for about a month. As I am investigating all this, the 3 original testers are the only one's that actually have this to work. I have gone to 30 users in the last few hours and nobody is able to use it. So it is looking like our entire company is having this issue except for the 3 original users.
if you could, post us a client log using full logging and it should shed some light
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