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Single user restore issue

Davey7
Level 3

Hello,

I'm fairly new to Enterprise Vault (I have changed companies and now I'm the responsblie for EV).

So my issue is when a single user clicks and tries to open an archived item in his outlook he gets the following error message:

EV_issue.png

What I have realized that when I check the user the archice ID is: 1CF3E66817436D34EA9222231CDC8C7E31110000EnterpriseVault

This is clearly different than the one from the error message.

What can I do here?

The EV version is 10.0.4, Exchange is 2010.

Thank you in advance.

9 REPLIES 9

CConsult
Moderator
Moderator
Partner    VIP   

Check the Archive ID in the enterprise Vault Database.

If you have two archives, the user got activated more than one time. You would probably need to use the ZAP functionality to clear the wrong entries.

But first look in the DB. The name should be something like this (dbo.*Archive....) just open up the tables.

 

Davey7
Level 3

I have checked and the Archive ID in the error message is a folder under the user's inbox.

AndrewB
Moderator
Moderator
Partner    VIP    Accredited

what error do you get on the EV server?

Davey7
Level 3

We have none related to this issue.

Under the status alerts I only have:

  • Days since last check that newly-archived data is secure
  • Vault Store in backup mode

 

 

AndrewB
Moderator
Moderator
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look in the event viewer. there's a special one just for EV. look at the same time that the user tried to restore the shortcut in question. if that doesnt provide enough info then the next step would be a dtrace.

Davey7
Level 3

I have run a dtrace "Restoring and retrival issues (Exchange)". What do I have to search here?

I have searched for the Archive ID which is in the error message and also the user name, I don't see any error's after the entries.

AndrewB
Moderator
Moderator
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let's see if we can help you with that. get the user ready, start a dtrace on the EV server, have the user resore the email or whatever to recreate the error, stop the dtrace. then post the log file here for us to look at for you.

Davey7
Level 3

I have done it today. I attached the result.

The user is: 7372sand.

I don't see errors regarding to his requests.

AndrewB
Moderator
Moderator
Partner    VIP    Accredited

dtrace looks fine to me too. can you have the user try from a different PC?