Enterprise Vault (EV) Vault Cache Synchronization fails for all users when the EV server is running with a Turkish language setting

Enterprise Vault (EV) Vault Cache Synchronization fails for all users when the EV server is running with a Turkish language setting

Article: 100014940
Last Published: 2015-06-09
Ratings: 0 0
Product(s): Enterprise Vault

Problem

EV Vault Cache Synchronization fails for all users when the EV server is running with a Turkish language setting. Additionally for this issue to occur the EV servers alias name must contain the capital letter I.

Error Message

  • DTRACE against the w3wp process reveals the following:

 

(w3wp) <7340> EV-H {PROXY.EN_US} GetRedirectedURL - Redirecting to EV Server
URL http://IVAULT/EnterpriseVault/GetVaultInformation.aspx?x=evoutlookext
(w3wp) <7340> EV-L {PROXY.EN_US} Checking withApplication cache whether host is local or not
(w3wp) <7340> EV-H {APPLICATIONCACHE.EN_US}Unable to locate node ivault in site.
(w3wp) <7340> EV-H {COMMON.EN_US}Exception: Unknown host located in site Info:VEID:UNKNOWN Diag:
Type:System.Exception ST:   at
DesktopClientCacheWeb.ApplicationCache.IsHostRemote(Uri uri)|   at
DesktopClientCacheWeb.Proxy.IsEvHostRemote(Uri uri, String host)|   at
DesktopClientCacheWeb.Proxy.DoRemoteRequest(HttpRequest Request, HttpResponse Response, String[] reqHeaders, Boolean& writtenHeaders)|   at
DesktopClientCacheWeb.GetVaultInformation.Page_Load(Object sender, EventArgs args) Inner:None

 

  • IIS log shows:

 

POST /EnterpriseVault/GetVaultInformation.aspxx=evoutlookext&evhost= http://IVAULT/EnterpriseVault 80DOMAINUSERNAME IPADDRESS EnterpriseVaultOutlookExt-V11.0.0.1470 500 0 0 15

 

  • EV client trace shows:

 

URL is GetVaultInformation.aspx?x=evoutlookext&evhost= http://IVAULT/EnterpriseVault Sending headers : 'Content-type:application/x-www-form-urlencodedContent-length: 109Data'action=GetVaultInformation&ArchiveId=1030D5B4D97471F4CBFC50792DED10D8A1110000evsite.SYMANTEC.COM'CInternetSendDataBase::ReadResponse: 0x0CInternetSendDataBase::ReadStatusCode: 0x0HttpQueryInfo text is 'System.Exception:Unknown host located in site' status code is '500'~CInternetSendDataBase::ReadStatusCode: 0x0CInternetSendDataBase::ReadResponseHeadersReceived HTTP/1.1 500 System.Exception:Unknown host located in siteServer: Microsoft-IIS/7.5Connection: closeat DesktopClientCacheWeb.GetVaultInformation.Page_Load(Object sender, EventArgs args)X-AspNet-Version: 2.0.50727Set-Cookie: ASP.NET_SessionId=nubbizbamys2di55x0siek45; path=/; HttpOnlyCache-Control: privateContent-Length: 0

Cause

This issue has only been seen with the EV server configured with a Turkish language and the EV server alias containing a capital letter I ONLY.

The issue is caused due to the Vault Cache sync process comparing two strings with the ToLower function. This function converts an uppercase I to a different character than a lowercase 'i', thus rendering our comparison invalid and causing the problem.
 

Workaround

Change the EV server that contains the capital letter I to a lowercase i. For example, change IVAULT to iVAULT.

  1. Ensure that you have a working backup of the EnterpriseVaultDirectory database.
     
  2. Stop all EV services
     
  3. Run the following SQL command to perform the name change. Replace NameOfEVserveraliasinlowercase and NameOfEVserveraliasinUPPERcase with the correct values:

    USE EnterpriseVaultDirectory
    SET ComputerName = 'NameOfEVserveraliasinlowercase'
    WHERE ComputerName = 'NameOfEVserveraliasinUPPERcase'

     
  4. Start all EV services.
     
  5. Run a manual mailbox synchronization run across all mailboxes. This step will push the EV server alias name changes to each users hidden message.
     
  6. EV enabled users Vault Cache Synchronization's should now be successful.

Solution

This issue has been addressed in the following releases:
 
Enterprise Vault 11.0.1 Cumulative Hotfix 2 Release
https://www.veritas.com/docs/000025301

Enterprise Vault 12
 
The following link contains information about Enterprise Vault 12
https://www.veritas.com/docs/000099905
 
Note: For information on how to obtain Enterprise Vault 12 see: How to obtain the license key and installation download for Veritas products

 

Applies To

All EV versions that support Vault Cache.

EV server must be running a Turkish region and language format.

EV server must have a capital letter I in the EV server alias.

References

Etrack : 3698677

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