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Enterprise Vault needs your account details in order to update your Vault Cache

Created: 01 May 2013 • Updated: 25 Sep 2013 | 12 comments
This issue has been solved. See solution.

Hi Everyone! I've been searching for solution all around for this but have been unsuccessful. 

The issue is happening only to a couple of users who's machines are newly re imaged. So I am assuming that this is a client issue only and maybe specific to the image being used. 

To start, below are the details/ versions needed to understand the scenario:

 

1. Client Operating System: 

Windows Vista Enterprise SP2

2. Outlook 2010 Version 14.0.6117.5000 (32-bit)

3. Enterprise Vault Client Add-in:

V9.0.1.1073

4. Enterprise Vault Server:

8.0.5.1048

 

I don't know what other details are needed to solve this issue so please let me know.

The screenshot of the error is the same as this one:

https://www-secure.symantec.com/connect/forums/vault-cache-asking-usernamepassword

 

If I enter credentials, nothing happens and it just pops up again. It is not populated with Username and Password

The users affected are being prompted for their credentials repeatedly, forcing them to just close Outlook or disabling Vault Cache.

I'm attaching the Maximum Log Tracing here.

Operating Systems:

Comments 12 CommentsJump to latest comment

JesusWept3's picture

Do you have a proxy set up in IE?

You may need to add the server to the proxy bypass list or disable it just for testing

jazzblues_18's picture

Thanks for your reply.

I just checked IE settings and there is no proxy settings enabled on the client machine.

Attached a screenshot.

Any help will be greatly appreciated!

Proxy.jpg
JesusWept3's picture

Any chance of a DTrace w3wp against the EV server it's connecting to?

I take it the user can archive and retrieve etc without being prompted

Rob.Wilcox's picture

Forgive me, because I don't have a Vista machine ....  does it have the possibility in Control Panel to store user account information? (Like Windows 7)

jazzblues_18's picture

Hi Rob. Thank you for your reply. Yes Vista have the possibility in Control Panel to store user account information..However, I already checked that and there is nothing stored. Does the Log I attached say something that I need to do?

 

Hi JesusWept3

Thanks as well for your reply and sorry to keep you waiting. I have just confirmed that all users who used the image have the same problem so this is clearly a client machine issue :(

We already uninstalled and reinstalled Enterprise Vault and Microsoft Office.

Is there any registry keys that should be deleted and recreated to solve this?

Rob.Wilcox's picture

What happens if you go to the URL:

 

http://SGSINEV014.VESTAS.NET/EnterpriseVault

Just using Internet Explorer on the end-user machine?

 

The trace does appear to carry on..  so..  I guess at this point:

 

02/05/2013 06:21:55.344[6008]: Attempting connection to (http://SGSINEV014.VESTAS.NET/EnterpriseVault/clien...)...
02/05/2013 06:21:55.490[6008]: Connected - Returned status code(200)
02/05/2013 06:21:55.490[6008]: Internet connection state = 1 (flags = 18)
02/05/2013 06:21:55.491[6008]: ~DesktopCommonUtil::HasInternetConnection: 0x0
02/05/2013 06:21:55.491[6008]: HDR: Successfully contacted the EV web server using: http://SGSINEV014.VESTAS.NET/EnterpriseVault
02/05/2013 06:21:55.492[6008]: HDR: ~EVServerConnection::GetWebAppURLEx: 0x0
02/05/2013 06:21:55.492[6008]: DesktopCommonUtil::IsUsingBasicAuthentication: 0x0
02/05/2013 06:21:55.493[6008]: DesktopCommonUtil::GetEVUserAgent: 0x0
02/05/2013 06:21:55.493[6008]: ~DesktopCommonUtil::GetEVUserAgent: 0x0
02/05/2013 06:21:55.493[6008]: Attempting connection to (http://SGSINEV014.VESTAS.NET/EnterpriseVault//clie...)...
02/05/2013 06:21:55.630[6008]: WWW_AUTHENTICATE -  Negotiate
02/05/2013 06:21:55.630[6008]: Using IWA authentication
02/05/2013 06:21:55.630[6008]: ~DesktopCommonUtil::IsUsingBasicAuthentication: 0x0
02/05/2013 06:21:55.630[6008]: CONTENT:BUILD: GetWebAppURL Returned:http://SGSINEV014.VESTAS.NET/EnterpriseVault
02/05/2013 06:21:55.631[6008]: CONTENT:BUILD: ActualWebAppURL Is:http://SGSINEV014.VESTAS.NET/EnterpriseVault
02/05/2013 06:21:55.631[6008]: CONTENT:BUILD: VEID:120B9F3831783694AA9315075A60EFA2B1110000Evsite01, WebAppURL:http://SGSINEV014.VESTAS.NET/EnterpriseVault
02/05/2013 06:21:55.632[6008]: CONTENT:DWNL:REG: CCBITSRegistry::NewArchive: 0x0

... at least, it's working.

 

It might be worth getting another trace, and, this time record second-by-second what you see happening, so that it can be correlated with the client trace itself.

jazzblues_18's picture

I can open the archive fine when I access it thru Internet Explorer.

I got another log again with Maximum Tracing as well as used Fiddler2 to know what is happening to the connection.

Can I send the files to you directly? Can I have your email address please?

jazzblues_18's picture

Please see attached. Thanks in advance for your help!

 

About Fiddler result, I closed Outlook then open Fiddler to capture everything when I start Outlook.

On line 33 the prompting in Outlook started to appear.

I inserted my credentials and just did nothing.

Fiddler2 Result.jpg
AttachmentSize
EVLog2.txt 682.51 KB
Rob.Wilcox's picture

From the client trace:

 

06/05/2013 09:01:07.622[7116]: URL is HasJobBuiltYet.aspx
06/05/2013 09:01:07.622[7116]: Sending headers : 'Content-type: application/x-www-form-urlencodedContent-length: 87'
06/05/2013 09:01:07.623[7116]: Data 'action=HasJobBuiltYet&Id=1C2B851FCCC8A694DA6A9388D874220B21p10000Evsite01&TestCounter=1'
06/05/2013 09:01:13.462[6404]: CoClassIDispatchBase::Invoke: 0x0
06/05/2013 09:01:13.462[6404]: ~CoClassIDispatchBase::Invoke: 0x80020003
06/05/2013 09:01:14.166[7116]: CInternetSendDataBase::ReadResponse: 0x0
06/05/2013 09:01:14.167[7116]: CInternetSendDataBase::ReadStatusCode: 0x0
06/05/2013 09:01:14.168[7116]: HttpQueryInfo text is 'OK' status code is '200'
06/05/2013 09:01:14.168[7116]: ~CInternetSendDataBase::ReadStatusCode: 0x0
06/05/2013 09:01:14.168[7116]: CInternetSendDataBase::ReadResponseHeaders
06/05/2013 09:01:14.169[7116]: Received HTTP/1.1 200 OKVia: 1.1 SGSINTMG01Connection: Keep-AliveProxy-Connection: Keep-AliveContent-Length: 278Date: Mon, 06 May 2013 09:01:13 GMTContent-Type: text/xml; charset=utf-8Server: Microsoft-IIS/7.5Cache-Control: privateX-AspNet-Version: 2.0.50727Set-Cookie: ASP.NET_SessionId=4sxtsr45flau1eiqvo0zk145; path=/; HttpOnlyPersistent-Auth: falseX-Powered-By: ASP.NETWWW-Authenticate: Negotiate oYGyMIGvoAMKAQChCwYJKoZIgvcSAQICooGaBIGXYIGUBgkqhkiG9xIBAgICAG+BhDCBgaADAgEFoQMCAQ+idTBzoAMCAReibARqXW2oRPItZbaekHoJf2yoNgVb0Wu/5570N/8B5kwVI3Wb9m6RZeGwm2Df6RzOvKOgO0+DwdjKs/CnY4S+ykse7z9r2DebBU65NIhDnvDh41cvxyCsLkrquOAXfPrS2ybW6FKBfbkbrzk3hw==
06/05/2013 09:01:14.172[7116]: ~CInternetSendDataBase::ReadResponseHeaders
06/05/2013 09:01:14.172[7116]: CInternetSendDataBase::ReadResponseBody
06/05/2013 09:01:14.172[7116]: Body is <?xml version='1.0' encoding='utf-8'?><ENTERPRISEVAULT><JOBCOMPLETED Completed='02-05-2013 13:49:01' Id='1C2B851FCCC8A694DA6A9388D874220B21p10000Evsite01' Counter='1' MoreToCome='0' LastSnum='64336' Size='18301952' CSize='18301952' ItemCount='5' Skipped='0' /></ENTERPRISEVAULT>
06/05/2013 09:01:14.174[7116]: ~CInternetSendDataBase::ReadResponseBody
06/05/2013 09:01:14.174[7116]: StatusCode = 200
06/05/2013 09:01:14.174[7116]: ~CInternetSendDataBase::ReadResponse: 0x0
06/05/2013 09:01:14.175[7116]: ++++++++++++ Ended POST Request +++++++++++++++++++
06/05/2013 09:01:14.175[7116]: ~CInternetSendDataBase::PostFormDataToServer: 0x0
06/05/2013 09:01:14.175[7116]: ~CHttpClientHelper::PostDataToServer: 0x0
06/05/2013 09:01:14.176[7116]: CONTENT:DWNL:WEB: CCFetchContentCache::ProcessResponse: 0x0
06/05/2013 09:01:14.176[7116]: CONTENT:DWNL:WEB: XML is '<?xml version='1.0' encoding='utf-8'?><ENTERPRISEVAULT><JOBCOMPLETED Completed='02-05-2013 13:49:01' Id='1C2B851FCCC8A694DA6A9388D874220B21p10000Evsite01' Counter='1' MoreToCome='0' LastSnum='64336' Size='18301952' CSize='18301952' ItemCount='5' Skipped='0' /></ENTERPRISEVAULT>'
06/05/2013 09:01:14.178[7116]: DesktopCommonUtil::LoadBufferIntoXMLDOM: 0x0
06/05/2013 09:01:14.178[7116]: ~DesktopCommonUtil::LoadBufferIntoXMLDOM: 0x0
06/05/2013 09:01:14.178[7116]: CONTENT:DWNL:WEB: Response successfully loaded into the DOM
06/05/2013 09:01:14.179[7116]: CONTENT:DWNL:WEB: ~CCFetchContentCache::ProcessResponse: 0x0
06/05/2013 09:01:14.179[7116]: CONTENT:DWNL:WEB: ~CCFetchContentCache::HasItemBuiltYet: 0x0
06/05/2013 09:01:14.180[7116]: CONTENT:BUILD: CCDownloadContentCache::CheckWebServerConnection
06/05/2013 09:01:14.180[7116]: CONTENT:BUILD: ~CCDownloadContentCache::CheckWebServerConnection
06/05/2013 09:01:14.181[7116]: CONTENT:BUILD: CCDownloadContentCache::GetHasJobBeenCompletedFields: 0x0
06/05/2013 09:01:14.181[7116]: CONTENT:DWNL:REG: CCBITSRegistry::WriteDBDetails: 0x0
06/05/2013 09:01:14.182[7116]: CONTENT:DWNL:REG: ~CCBITSRegistry::WriteDBDetails: 0x0
06/05/2013 09:01:14.182[7116]: CONTENT:BUILD: JobId '1C2B851FCCC8A694DA6A9388D874220B21p10000Evsite01' BUILT containing '5' items
06/05/2013 09:01:14.183[7116]: CONTENT:BUILD: ~CCDownloadContentCache::GetHasJobBeenCompletedFields: 0x0
06/05/2013 09:01:14.183[7116]: CONTENT:BUILD: ~CCDownloadContentCache::HasServerFinishedJob: 0x0
06/05/2013 09:01:14.184[7116]: CONTENT:BUILD: CCDownloadContentCache::StartDownload: 0x0
06/05/2013 09:01:14.184[7116]: CONTENT: ContentCacheImpl::HaveWeSpaceForDBFile
06/05/2013 09:01:14.185[7116]: CONTENT:STORE: CCStore::MakeSpaceForInsertion: 0x0
06/05/2013 09:01:14.185[7116]: CONTENT:STORE: CCStore::InitStore: 0x0
06/05/2013 09:01:14.186[7116]: CONTENT:STORE: ~CCStore::InitStore: 0x0
06/05/2013 09:01:14.186[7116]: CONTENT:STORE: CCStoreHelper::SyncPVFileSize
06/05/2013 09:01:14.186[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.187[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.187[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.187[7116]:     Desktop Setting: WORKING_DIRECTORY
06/05/2013 09:01:14.188[7116]:     Value: C:\Users\jabfa\AppData\Local\KVS\Enterprise Vault\7F63431C5EB3844DB819279132B37F22\
06/05/2013 09:01:14.188[7116]: ~DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.189[7116]: CONTENT:STORE: ~CCStoreHelper::SyncPVFileSize
06/05/2013 09:01:14.189[7116]: CONTENT:STORE: CCDatabaseList::Init: 0x0
06/05/2013 09:01:14.190[7116]: CONTENT:STORE: CCStoreHelper::GetStoreSize: 0x0
06/05/2013 09:01:14.190[7116]: DCC::ConfigBase::GetClientStoreKey: 0x0
06/05/2013 09:01:14.190[7116]: DesktopCommonConfig::GetClientStoreKey: 0x0
06/05/2013 09:01:14.191[7116]: ~DesktopCommonConfig::GetClientStoreKey: 0x0
06/05/2013 09:01:14.191[7116]: ~DCC::ConfigBase::GetClientStoreKey: 0x0
06/05/2013 09:01:14.192[7116]: CONTENT:STORE: [Offline Config] Maximum Store Size (MB): 19456
06/05/2013 09:01:14.192[7116]: CONTENT:STORE: ~CCStoreHelper::GetStoreSize: 0x0
06/05/2013 09:01:14.192[7116]: DesktopCommonConfig::GetConfigValue: 0x0
06/05/2013 09:01:14.193[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.193[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.194[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.194[7116]:     Desktop Setting: RESTRICTPOLICYLOOKUP
06/05/2013 09:01:14.194[7116]:     No Value
06/05/2013 09:01:14.195[7116]: ~DesktopCommonConfig::GetSetting: 0x1
06/05/2013 09:01:14.195[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.195[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.196[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.196[7116]:     Desktop Setting: OVMaxDBFileSize
06/05/2013 09:01:14.196[7116]:     No Value
06/05/2013 09:01:14.197[7116]: ~DesktopCommonConfig::GetSetting: 0x1
06/05/2013 09:01:14.197[7116]:  OVMaxDBFileSize = 512000 [default]
06/05/2013 09:01:14.197[7116]: ~DesktopCommonConfig::GetConfigValue: 0x1
06/05/2013 09:01:14.198[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.198[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.198[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.199[7116]:     Desktop Setting: WORKING_DIRECTORY
06/05/2013 09:01:14.199[7116]:     Value: C:\Users\jabfa\AppData\Local\KVS\Enterprise Vault\7F63431C5EB3844DB819279132B37F22\
06/05/2013 09:01:14.200[7116]: ~DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.200[7116]: CONTENT:STORE: CCDatabaseList::Load: 0x0
06/05/2013 09:01:14.201[7116]: CONTENT:STORE: CCDatabaseList::GetHighestDbId: 0x0
06/05/2013 09:01:14.202[7116]: CONTENT:STORE: ~CCDatabaseList::GetHighestDbId: 0x0
06/05/2013 09:01:14.203[7116]: DesktopCommonConfig::GetConfigStringValue: 0x0
06/05/2013 09:01:14.203[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.203[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.204[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.204[7116]:     Desktop Setting: RESTRICTPOLICYLOOKUP
06/05/2013 09:01:14.205[7116]:     No Value
06/05/2013 09:01:14.205[7116]: ~DesktopCommonConfig::GetSetting: 0x1
06/05/2013 09:01:14.205[7116]: DesktopCommonConfig::GetClientStoreKey: 0x0
06/05/2013 09:01:14.205[7116]: ~DesktopCommonConfig::GetClientStoreKey: 0x0
06/05/2013 09:01:14.206[7116]: DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.206[7116]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.207[7116]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
06/05/2013 09:01:14.207[7116]:     Desktop Setting: DefaultArchiveId
06/05/2013 09:01:14.207[7116]:     Value: 120B9F3831783694AA9315075A60EFA2B1110000Evsite01
06/05/2013 09:01:14.208[7116]: ~DesktopCommonConfig::GetSetting: 0x0
06/05/2013 09:01:14.208[7116]:  DefaultArchiveId = 120B9F3831783694AA9315075A60EFA2B1110000Evsite01 [Desktop Setting]
06/05/2013 09:01:14.209[7116]: ~DesktopCommonConfig::GetConfigStringValue: 0x0
06/05/2013 09:01:14.222[7116]: CONTENT:STORE: ~CCDatabaseList::Load: 0x0
06/05/2013 09:01:14.222[7116]: CONTENT:STORE: ~CCDatabaseList::Init: 0x0
06/05/2013 09:01:14.223[7116]: CONTENT:STORE: ~CCStore::MakeSpaceForInsertion: 0x0
06/05/2013 09:01:14.223[7116]: CONTENT: ~ContentCacheImpl::HaveWeSpaceForDBFile
06/05/2013 09:01:14.224[7116]: CONTENT:BUILD: CCDownloadContentCache::SetupJob: 0x0
06/05/2013 09:01:14.224[7116]: CONTENT:DWNL: CCBITSSupport::SetJobNotification: 0x0
06/05/2013 09:01:14.228[7116]: CONTENT:DWNL: Set notify callback routine
06/05/2013 09:01:14.257[7116]: CONTENT:DWNL: ~CCBITSSupport::SetJobNotification: 0x0
06/05/2013 09:01:14.258[7116]: CONTENT:DWNL: CCBITSSupport::StartJob: 0x0
06/05/2013 09:01:14.276[7116]: CONTENT:DWNL:REG: CCBITSRegistry::SetJobState: 0x0
06/05/2013 09:01:14.277[7116]: CONTENT:DWNL:REG: ~CCBITSRegistry::SetJobState: 0x0
06/05/2013 09:01:14.277[7116]: CONTENT:DWNL: ~CCBITSSupport::StartJob: 0x0
06/05/2013 09:01:14.278[7116]: CONTENT:BUILD: ~CCDownloadContentCache::SetupJob: 0x0
06/05/2013 09:01:14.278[7116]: CONTENT:BUILD: ~CCDownloadContentCache::StartDownload: 0x0
06/05/2013 09:01:14.279[7116]: CONTENT:BUILD: ~CCDownloadContentCache::StartJobRunning: 0x0
06/05/2013 09:01:14.279[7116]: CONTENT:BUILD: ~CCDownloadContentCache::StartFullDownload: 0x0
06/05/2013 09:01:14.279[7116]: CONTENT: ~ContentCacheImpl::OnTimeOut
06/05/2013 09:01:14.279[7116]: DTCC: WaitForMultipleObjects - millisecs:-1
06/05/2013 09:01:14.280[7116]: DTCC: WaitForMultipleObjects - until:25/06/2013 02:04:01.574 (130165994415740000)
06/05/2013 09:01:14.398[7060]: CCJobNotification::JobError - Job Error: 0x0
06/05/2013 09:01:14.399[7060]: Job Name is 'EV: 2013-04-01 to 2013-06-30'
06/05/2013 09:01:14.400[7060]: Error description is 'HTTP status 407: Proxy authentication is required.'
06/05/2013 09:01:14.400[7060]: CCBITSSupportLogging::LogContext
06/05/2013 09:01:14.400[7060]: ERROR - The error was related to the specified remote file. For example, the URL was not accessible. 

 

And so I would investigate:

 

a/ Create a file in the same location on the server as the DB files get built -- you kow where that is?

b/ Create a BITS job on the client, using BITSADMIN to download the file

 

Do you get the same issue?

 

What if you put a file 'somewhere' else on the server?  Eg a random new folder, in a new virtual directory in IIS.

jazzblues_18's picture

Thanks for that Rob! I will check that and get back to you as soon as I can. Have to find where that DB files get built as well as I have to search for that BITSADMIN thing.. :D Thanks!

Rob.Wilcox's picture

For assistance with BITSADMIN this might help:

http://thingsilearnedtoday.net/2011/09/05/testing-bits/

For the VCBuild folder, take a look at the properties of your EV server in the VAC, and look where the server cache is:

2013-05-07_11h47_38.png

 

.. and the VCBuilds folder will be on disk under that.

2013-05-07_11h48_02.png

Hope that helps

SOLUTION