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Mysterious Virtual Vault behavior

Created: 26 Mar 2014 • Updated: 02 Mar 2015 | 8 comments
This issue has been solved. See solution.

Exchange 2010 SP2
EV 904

We're seeing this behavior more and more and I cannot find what causes it, or how to fix it.

I will semi-routinely lose huge swaths of Virtual Vault content. I’m not the only one; we get internal support tickets on occasion. Here’s an example.

You wouldn’t know from this screenshot, but I have a lot of subfolders under the “Human Resource (7)” folder:


It's missing in Archive Explorer, too - using either Outlook or OWA:


I know there is content there, because if I export my entire vault to a PST, and open said PST, ta da:


Why does it just go away? And why does the same problem follow me to OWA? I have preached all along to our clients that accessing your Vault using Archive Explorer (either in OWA or the full Outlook client) is real time access to your Vault content, not reliant on the cached / virtual vault content.

I have rebuilt the index for my Vault. I have performed a full reset within my EV Outlook add-in. The content simply will not reappear. Help.

Operating Systems:

Comments 8 CommentsJump to latest comment

A_J's picture


We need to identify from SQL whether the Folder structure is intact and if not then we need to daignose..

I would suggested to run the following query against your Enterprise Vault directory database.

Select * from archivefolderview where ArchiveVEID = 'affected user's Archive ID'

You can get the the affected user archive id from the properties of the Archive under advanced tab.

In output you will see the Folder structure for the user and check the folder's are missing.

Also i would suggest to open a case with symantec support asap.

And yes if folder structure is missing then you won't be able to see it in any of the option such as AE,Vritual Vault, or OWA because its missing in EV.

I hope this helps !!!

TonySterling's picture

In addition to what AJ has said there is this Technote:

Archive Explorer displays incorrect or incomplete folder listing in the folder list and item list.
padding: 1px;padding-bottom: 3px ;font: 12px Arial; text-align: left;">Article:TECH52763 padding: 1px;font: 12px Arial; text-align: left;"> |  padding: 0px;font: 12px Arial; text-align: left;">Created: 2009-01-01 padding: 1px;font: 12px Arial; text-align: left;"> |  padding: 1px;font: 12px Arial; text-align: left;">Updated: 2012-02-29 padding: 1px;font: 12px Arial; text-align: left;"> |  padding: 1px;font: 12px Arial; text-align: left;">Article URL
NaturesRevenge's picture

Thanks for the feedback, AJ and Tony. 

The SQL query correctly returns every folder that should be in my Vault, and the FolderName "Top of Information Store" has the correct value of NULL.

The KB article instructs how to resolve the problem if this value is NOT set to NULL, so I'm unsure how to proceed. 

JesusWept3's picture

just sounds like the folder is deleted to me
Deleted folders wont show in AE/VV but deleted items are exported as part of a PST Export

You'll probably find that if you query the ExchangeMbxArchiveFolderView , you will see the folder and have a column "Deleted" set to 1

EC at TW's picture

further to JesusWept3's comment:

If your not overly comfortable using TSQL or just want a quick way to review, you can use the following link to see the archive folder structure and "state".


(replace ????? with the archive ID, and you'll need acess to the archive)

Check if you have a "Deleted=1" against the relevant folder names

NaturesRevenge's picture

I'm opening a ticket with support. I'll reply again once a resolution is found.

JesusWept3's picture

did you check on our suggestions btw?

NaturesRevenge's picture

@JW3, yes I have attempted to perform all of these suggestions. It seems that they sort of apply to my situation, but not entirely. 

This KB article is close, but the SQL query shows that my Vault is setup properly.

This internal URL gives me all of the folders I can see in my Vault, but none of the folders I can't.


This SQL query shows every folder and subfolder I should be seeing in my Vault (either VV or Archive Explorer), but it appears setup correctly, where folder name "Top of Information Store" is the only folder with a NULL value for "ParentFolderRootIdentity.

Select * from archivefolderview where ArchiveVEID = '<My-Vault-ID>'