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Restore from vault button does nothing ...

Created: 08 Dec 2011 | 6 comments
BruGuy's picture
BruGuy
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Hello,

Got a problem. User selects a stub in their own Outlook mailbox (not Archive Explorer), presses the "Restore from vault" button and nothing happens. Any ideas please?

Outlook 2003, EV8 SP5 client plug-in and server.

Thanks,

- Alan.

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TonySterling's picture
08
Dec
2011
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TonySterling
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Would be good if you could

Would be good if you could grab a client trace and attach it here.

1. Open Outlook on the client.
2. Hold the Ctrl+Shift keys and click on any of the EV icons on either:
- The toolbar
- The menu
This will launch the EV Diagnostics window.
3. Click the 4 - Maximum tracing radio button.
4. Click OK.
5. Click OK.
6. Close Outlook.
7. Reopen Outlook.
8. Repeat the operation that is generating the error.
9. Hold the Ctrl+Shift keys and click on any of the EV icons on the toolbar to bring up the EV Diagnostics window.
10. Click the Open Log button.
11. Save a copy of the ev_client_log file and attach it to your post here.
12. Close the ev_client_log.
13. Reset Level of logging required: to 1 - Errors only.
14. Click OK.
15. Click OK.
16. Close Outlook.

Tony Sterling
www.bluesource.net or www.bluesource.co.uk
Offices in the US and the UK

BruGuy's picture
08
Dec
2011
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BruGuy

Thanks ...

 

Here's the trace from when I press restore. Not sure if it says much.
 
(Note that I can restore items from the Archive Explorer just not in Outlook.)
 
08/12/2011 14:01:47.956[2256]: ::~CInternetReconnect
08/12/2011 14:01:47.956[2256]: ::CInternetReconnect - refCount : 1
08/12/2011 14:01:47.956[2256]: ~::~CInternetReconnect
08/12/2011 14:01:47.957[2256]: ~CCommands::DoArchiveExplorer: 0x0
08/12/2011 14:01:52.413[2256]: CCommands::DoRestore: 0x0
08/12/2011 14:01:52.413[2256]: CDesktopUI::InSearch: 0x0
08/12/2011 14:01:52.413[2256]: get_HTMLDocument: 0xA0F7000E
08/12/2011 14:01:52.413[2256]: ~CDesktopUI::InSearch: 0xA0F7000E
08/12/2011 14:01:52.414[2256]: User initiated 'Restore from Vault'.
08/12/2011 14:01:52.414[2256]: DesktopCommon::IsSearchFolder
08/12/2011 14:01:52.415[2256]: ~DesktopCommon::IsSearchFolder
08/12/2011 14:01:52.415[2256]: ::EnabledForVault: 0x0
08/12/2011 14:01:52.415[2256]: ~::EnabledForVault: 0x0
08/12/2011 14:01:52.425[2256]: DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:52.426[2256]: ~DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:53.731[2256]: DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:53.732[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:53.732[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:53.732[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:53.732[2256]:     Desktop Setting: MAILBOXDN
08/12/2011 14:01:53.733[2256]:     Value: /o=MyCo/ou=MySite/cn=Recipients/cn=MyCn
08/12/2011 14:01:53.733[2256]: ~DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:53.733[2256]: ~DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:53.735[2256]: DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:53.736[2256]: ~DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:53.737[2256]: DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:53.739[2256]: ~DesktopCommonUtil::IsArchivedItem: 0x0
08/12/2011 14:01:53.739[2256]:     Restoring: RE: FAQ email
08/12/2011 14:01:53.741[2256]: DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:53.742[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:53.742[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:53.742[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:53.742[2256]:     Desktop Setting: SERVERVERSION
08/12/2011 14:01:53.743[2256]:     Value: 8.05
08/12/2011 14:01:53.743[2256]: ~DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:53.743[2256]: ~DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:53.800[2256]: CCommands::RestoreShortcut: 0x0
08/12/2011 14:01:53.800[2256]: CCommands::HasSavesetBeenDeleted: 0x0
08/12/2011 14:01:53.800[2256]: CDesktopDirectory::GetIDirectoryPublic: 0x0
08/12/2011 14:01:53.801[2256]: ~CDesktopDirectory::GetIDirectoryPublic: 0x0
08/12/2011 14:01:53.937[2256]: ~CCommands::HasSavesetBeenDeleted: 0x0
08/12/2011 14:01:53.938[2256]: Sending restore request to server...
08/12/2011 14:01:53.955[2256]: ~CCommands::RestoreShortcut: 0x0
08/12/2011 14:01:53.955[2256]: ~CCommands::DoRestore: 0x0
08/12/2011 14:01:57.908[2256]: CDesktop::GetOLConnectionState: 0x0
08/12/2011 14:01:57.908[2256]:     Outlook Exchange Connection Mode: 1
08/12/2011 14:01:57.909[2256]: ~CDesktop::GetOLConnectionState: 0x0
08/12/2011 14:01:57.909[2256]: Exchange connection state: 1
08/12/2011 14:01:57.909[2256]: PVHelper::Enabled: 0x0
08/12/2011 14:01:57.909[2256]: DesktopCommonConfig::GetConfigValue: 0x0
08/12/2011 14:01:57.909[2256]: DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.910[2256]: ~DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.910[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.910[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.910[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.911[2256]:     Desktop Setting: OVReset
08/12/2011 14:01:57.911[2256]:     No Value
08/12/2011 14:01:57.911[2256]: ~DesktopCommonConfig::GetSetting: 0x1
08/12/2011 14:01:57.911[2256]:  OVReset = 0 [default]
08/12/2011 14:01:57.911[2256]: ~DesktopCommonConfig::GetConfigValue: 0x1
08/12/2011 14:01:57.912[2256]: PVHelper::IsRemoveOVSet: 0x0
08/12/2011 14:01:57.912[2256]: ~PVHelper::IsRemoveOVSet: 0x0
08/12/2011 14:01:57.912[2256]: DesktopConfig::GetClientStoreKey: 0x0
08/12/2011 14:01:57.912[2256]: DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.913[2256]: ~DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.913[2256]: ~DesktopConfig::GetClientStoreKey: 0x0
08/12/2011 14:01:57.913[2256]: DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:57.913[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.914[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.914[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.914[2256]:     Desktop Setting: OVEnabled
08/12/2011 14:01:57.914[2256]:     Value: 1
08/12/2011 14:01:57.914[2256]: ~DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.915[2256]: ~DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:57.915[2256]: DesktopCommonConfig::GetConfigValue: 0x0
08/12/2011 14:01:57.915[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.915[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.916[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.916[2256]:     Desktop Setting: RPCOVERHTTPRESTRICTIONS
08/12/2011 14:01:57.916[2256]:     No Value
08/12/2011 14:01:57.916[2256]: ~DesktopCommonConfig::GetSetting: 0x1
08/12/2011 14:01:57.917[2256]:  RPCOVERHTTPRESTRICTIONS = 255 [default]
08/12/2011 14:01:57.917[2256]: ~DesktopCommonConfig::GetConfigValue: 0x1
08/12/2011 14:01:57.917[2256]: DesktopCommon::UseRPCOverHTTP: 0x0
08/12/2011 14:01:57.917[2256]: ~DesktopCommon::UseRPCOverHTTP: 0x0
08/12/2011 14:01:57.917[2256]: ~PVHelper::Enabled: 0x0
08/12/2011 14:01:57.924[2256]: DesktopCommonConfig::GetConfigValue: 0x0
08/12/2011 14:01:57.924[2256]: DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.924[2256]: ~DesktopCommonConfig::GetStoreKey: 0x0
08/12/2011 14:01:57.924[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.924[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.925[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.925[2256]:     Desktop Setting: OVReset
08/12/2011 14:01:57.925[2256]:     No Value
08/12/2011 14:01:57.925[2256]: ~DesktopCommonConfig::GetSetting: 0x1
08/12/2011 14:01:57.926[2256]:  OVReset = 0 [default]
08/12/2011 14:01:57.926[2256]: ~DesktopCommonConfig::GetConfigValue: 0x1
08/12/2011 14:01:57.926[2256]: PVHelper::GetStoreMajorVersion: 0x0
08/12/2011 14:01:57.926[2256]: DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:57.926[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.927[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.927[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.927[2256]:     Desktop Setting: OVStoreVersion
08/12/2011 14:01:57.927[2256]:     Value: 0
08/12/2011 14:01:57.928[2256]: ~DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.928[2256]: ~DesktopConfig::GetSetting: 0x0
08/12/2011 14:01:57.928[2256]: ~PVHelper::GetStoreMajorVersion: 0x0
08/12/2011 14:01:57.928[2256]: DesktopCommonConfig::GetConfigValue: 0x0
08/12/2011 14:01:57.929[2256]: DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.929[2256]: DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.929[2256]: ~DesktopCommonConfig::LoadSettingsFromHiddenMessage: 0x0
08/12/2011 14:01:57.929[2256]:     Desktop Setting: PSTIMPORTENABLED
08/12/2011 14:01:57.930[2256]:     Value: 0
08/12/2011 14:01:57.930[2256]: ~DesktopCommonConfig::GetSetting: 0x0
08/12/2011 14:01:57.930[2256]:  PSTIMPORTENABLED = 0 [Desktop Setting]
08/12/2011 14:01:57.930[2256]: ~DesktopCommonConfig::GetConfigValue: 0x0
Percy Vere's picture
08
Dec
2011
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Percy Vere
Symantec Employee
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The pertinent part of the

The pertinent part of the client trace is:

08/12/2011 14:01:53.938[2256]: Sending restore request to server...

 

08/12/2011 14:01:53.955[2256]: ~CCommands::RestoreShortcut: 0x0
08/12/2011 14:01:53.955[2256]: ~CCommands::DoRestore: 0x0
 
But as you can see there are no details of the message. You need to perform a ser ver dtrace to see if the request gets from the client to the server. To do this:
 
Select to highlight the required EV Server in the left pane 
From the top level menu, select Tool \ Advanced Features, this will allow you to view the 'Traces' option under the EV server
Right click Traces and select New - Trace to begin the wizard. 
Select the relevant Category of Trace (Mailbox Archiving Issues - Exchange) and complete wizard to enable trace logging.
 
http://support.veritas.com/docs/276120 - Dtrace Guidelines
TonySterling's picture
08
Dec
2011
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TonySterling
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Are there any events in the

Are there any events in the EV App log?  It shows it is "Sending restore request to server..."

Is this isolated to one person?

Tony Sterling
www.bluesource.net or www.bluesource.co.uk
Offices in the US and the UK

CAlleman's picture
08
Dec
2011
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CAlleman
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If this is happening with

If this is happening with everyone, check to see if the R1 and R2 MSMQs for that Archive Task have items stuck in them.

If they do, you can stop the task and purge those queues and try the restore again.

-Chris

Rob Wilcox's picture
01
Feb
2012
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Rob Wilcox
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Was there any more

Was there any more information forthcoming on this issue?

 

Thanks
Rob Wilcox
Enterprise Vault Engineering
Certification Team
http://www.symantec.com/connect/blogs/rob-wilcox

Technical Support

Symantec.com

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