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Discovery Accelerator Preview Pane Error Customer ID: 6

Created: 29 Mar 2010 • Updated: 18 Nov 2010 | 14 comments
Josamito's picture
This issue has been solved. See solution.

Hello Guys!

I'm getting the following error when i am trying to view de archive item in the preview pane when using Discovery Accelerator search.

"Cannot retrieve the item Report this error to your system administrator An internal failure occurred. Internal Error: No Such interface supported [0x80004002]'.

In DA Server Event Log i found this entry:

Event ID:375
Event Type: Error
Event Source: Accelerator Service Processor

Description:
APP AS - Customer ID: 6 - An Error has occured when retrieving Item
SaveSetID: 201003128422585~200710171533360000~Z~D0122FE12EB38AD3E8F72CF0B0729861
VaultID: 1E8F490E0E9175E44967B50F893BF4AC81110000EVSERVER
Format: XML
sAttachmentID: 0.
System.Runtime.InteropServices.COMException (0x80040306): An internal failure occurred. Internal Error: 'No such interface supported  [0x80004002]'.
   at KVS.Common.VaultItem.Item.CallEcmAPI(String sSaveSetID, String sVaultID, String sAttachmentID, String sFormat)
   at KVS.Common.VaultItem.Item.GetEcmArchivedItem(String sSaveSetID, String sVaultID, String sAttachmentID, String sFormat)
   at KVS.Common.VaultItem.Item.GetItemFromECM(String itemID, String sSaveSetID, String sAttachmentID, String sFormat, String sVaultID, MessageType msgType)
 

For more information, see Help and Support Center at http://go.microsoft.com/fwlink/events.asp.

My infrastructure is:

- DA Server 8 SP3: Virtual Vmware WIndows Server 2003 R2 Standard 32 Bit
- Evault Server 8 SP3: Physical Windows Server 2003 R2 Standard 64 bit.
- SQL Server: Physical Windows Server 2003 R2 Standard 64 bit

Just for test, when i installed the DA on the Evault Server and i connect to this DA Server everything works fine.

I also try reinstalling the IIS Server on EVAULT Server and doesn't work.

Thanks a lot in advance.
 

Comments 14 CommentsJump to latest comment

TonySterling's picture

What version of EV is installed on the DA server?  It needs to match the EV Server so it should be EV 8 sp3.  You do not need to configure it, just install it.

Josamito's picture

Hi, thanks for replay.

The same version is installed

- DA Server 8 sp3 on EVault Server 8 sp3 (Just services installed, not configured)
- Evault Server 8 SP3

Liam Finn's picture

Can you see the item in the preview pane of DA?

If you cant identify which item is causing an issue search DA for the Saveset 201003128422585~200710171533360000~Z~D0122FE12EB38AD3E8F72CF0B0729861

This then try to save the item in it's original format from DA.

If that fails if you are storing your archived items on NTFS then try and retrieve the item from EV using the Saveset ID and see if you can save it and open it.

Sounds like the original saveset may be corrupt/ encrypted or missing

Josamito's picture

Hi!

This issue happen with ALL items, but when i double-click any item this whole item open without problem, this happen only with the preview pane.

Testing i installed DA en the same EVServer and DA works fine, but i want the DA on other server dedicate to this function.

Thanks.

Liam Finn's picture

What type of item is this happening to? Are the items encrypted? Is there a specific file type

If it is email is the email encrypted?

Josamito's picture

Is a normal item, however i think the problem will be related to Component Services Permissions on the Evault Server  i am checking this...

TonySterling's picture

Have you verified your permissions for the Windos Temp and ASP temp location?

Evault Professional's picture

Any events reported on the EV server for this item? Make sure AV exclusions have been implemented on the directories listed in the below KB# Article. What version of Outlook is installed on your DA server?

http://seer.entsupport.symantec.com/docs/336388.htm

 For testing purposes...as a last alternative run a test by implementing the "ECMAPITEMP" temp folder steps listed in this article. I had a similar problem with an Event 375 that contained a different error description as the one listed in this article but everything worked for me.

Please advise on your comments or questions,
Hope this helps!
Dennis
STS Symantec Enterprise Vault 2007
STS Symantec Enterprise Vault 8.0 for Exchange

Dennis
STS Symantec Enterprise Vault 2007, 8.0, 9.0 and 10.0 for Exchange, Netbackup 7.0 for Windows and Symantec Data Loss Prevention 11.0 
SSE/SSE+ Symantec Clearwell eDiscovery Platform and Symantec Data Loss Prevention 11.

Josamito's picture

Yes, i verified the C:\Windows\Temp folder and the ASP Temp Folder and  the Authenticated Users have Full Permissions.

The DA Server has installed Outlook 2003 Sp3.

I followed the steps on the KB http://seer.entsupport.symantec.com/docs/336388.htm that you sent me and i had the same results.

TonySterling's picture

Are you absolutely sure EV is sp3 the DA server??

Was the DA server a fresh install or upgrade?

If upgrade, try uninstalling EV and re-installing.

Evault Professional's picture

Any EVENTS displayed on your EV server at the same time this item is being reviewed?

Thanks,
Dennis
STS Symantec Enterprise Vault 2007
STS Symantec Enterprise Vault 8.0 for Exchange

Dennis
STS Symantec Enterprise Vault 2007, 8.0, 9.0 and 10.0 for Exchange, Netbackup 7.0 for Windows and Symantec Data Loss Prevention 11.0 
SSE/SSE+ Symantec Clearwell eDiscovery Platform and Symantec Data Loss Prevention 11.

Josamito's picture

Just for record...

Problem: KVS.EnterpriseVault.Common.dll was not registered properly

Solution: Run the following command to reregister this dll REGASM KVS.EnterpriseVault.Common.dll /codebase

Thanks Symantec Support Team

SOLUTION
kevinbwood's picture

For the record,
THANK YOU! Josaminto.
Had the problem with EV9, DA9. This fixed it.
The regasm is in the .net framework subfolder, v2.xxxx.
Had to open cmd prompt as administrator (on 64-bit Windows 2008) to run it.