'Store' and 'Restore' buttons for Enterprise Vault (EV) Mac Tool bar do not work for every other attempt

Problem

Every other attempt to 'Store' or 'Restore' items with the (EV) for Mac Tool bar fails with "The operation could not be completed at this time."

The initial attempt to 'Store' item1 will succeed with no issue. However, a subsequent attempt to 'Store' item2 will fail. This pattern will consistently repeat itself.

This issue also prevents the client registration process from completing successfully when a new Mac users logs into the (EV) for Mac Tool bar.

Error Message

When the user attempts to utilize the 'Store' or 'Restore' buttons the following will occur:

The end user will receive the following pop up:

"The operation could not be completed at this time. Try again later. Contact the system administrator if the problem persists."

The EnterpriseVault.log will show the following for a failed attempt:

2012-10-22 21:27:23 +0000 : Error in stream domain:nan error:0.000000
2012-10-22 21:27:23 +0000 : Exiting - [Http performRequest:]
2012-10-22 21:27:23 +0000 : Status Code = 200
2012-10-22 21:27:23 +0000 : Exiting - [Http
sendSynchronousRequestWith:method:contentData:forUser:numOfRetries:httpStatusCode:error:]
2012-10-22 21:27:23 +0000 : Exiting - [Http
sendSynchronousRequestWith:method:contentData:forUser:error:]
2012-10-22 21:27:23 +0000 : Error description from server

2012-10-22 21:27:23 +0000 : Error Error Domain=The operation has timed out, or
an unknown error has occurred. Wait a few moments and then try again. Code=200
"The operation couldn’t be completed. (The operation has timed out, or an
unknown error has occurred. Wait a few moments and then try again. error 200.)"
2012-10-22 21:27:23 +0000 : Exiting : [ClientBroker
 

The IIS Logs on the (EV) server will show the following on the failed attempt:

2012-10-22 21:05:16 169.245.43.198 POST /EnterpriseVault/clientaction.asp
act=8&fdr=Inbox/&dn=/o=Sym%20Organization/ou=Exchange%20Administrative%20Group%20%28FYDIBOHF23SPDLT%29/cn=Recipients/cn=Test%20User&svr=ex-2010.sym.local&sid=10588CB7B79025143942193F1561A87631d10000evexch
443 - 169.245.43.211 EVClient 500 0 64 0

The System Event Log will show the following error on the failed attempt:

Type : Error
Event :  36888
Source : Schannel
Category : None
User : \SYSTEM
Computer : EV-EXCH.sym.local
Description: The following fatal alert was generated: 20. The internal error state is 960.
 

When a new Mac user signs into the (EV) for Mac Toolbar registration will fail with the following:

Trying to register the user "JUser".

 Request URL \
https://evexch.sym.local/EnterpriseVault/clientaction.asp?act=20&dn=/o=Sym%20Organization/ou=Exchange%20Administrative%20Group%20%28FYDIBOHF23SPDLT%29/cn=Recipients/cn=Joe%20User170&svr=ex-2010.sym.local&sid=10588CB7B79025143942193F1561A87631d10000evexch&pdl=/\
2012-12-20 19:03:33 +0000 : \

2012-12-20 19:05:33 +0000 : Status Code = 0\
2012-12-20 19:05:33 +0000 : Exiting - [Http sendSynchronousRequestWith:method:contentData:forUser:numOfRetries:httpStatusCode:error:]\
2012-12-20 19:05:33 +0000 : Exiting - [Http sendSynchronousRequestWith:method:contentData:forUser:error:]\
2012-12-20 19:05:33 +0000 : Exiting : [ClientBroker archiveActionWithCode:withActionItemsPropSet:userInfo:desktopSettings:usingExchangeConnection:returningResultXML]\
2012-12-20 19:05:33 +0000 : Error occurred while the Toolbar trying to register the user moconnell. Error description : Error Domain=The operation has timed out, or an unknown error has occurred. Wait a few moments and then try again. Code=5005 "The operation couldn\'92t be completed. (The operation has timed out, or an unknown error has occurred. Wait a few moments and then try again. error 5005.)"\
2012-12-20 19:05:33 +0000 : Exiting - [BackgroundActionThread performClientRegistrationAction]
 

The System Event Log will show the following error when the client registration process fails:

Log Name:      System
Source:        Schannel
Event ID:      36888
Task Category: None
Level:         Error
Keywords:     
User:          SYSTEM
Computer:      EV-EXCH.sym.local
Description: The following fatal alert was generated: 20. The internal error state is 960.

Cause

It has been determined that the issue is caused by the version of Mac OSX being used. The issue occurs on any Mac OSX prior to 10.8.3. The issue does not occur on Mac OSX 10.8.3.

This issue occurs when the /EnterpriseVault virtual directory on the (EV) server is configured to 'Require SSL' and to 'Accept' client certificates and when the Web Access Application is configured to 'User Https on SSL Port:" in the Vault Administration Console under Site Properties.

Note: This issue only affects the (EV) Client Extensions for Mac. In the same environment the (EV) Client Extensions for Outlook on Windows based client machines do not exhibit this issue.

Solution

To resolve this issue upgrade to the Mac Machine to Mac OSX 10.8.3 or any later version that is supported.

Applies To

(EV) Client Extensions for Mac version 10 SP1 and 10 SP2 on any version of the Mac OSX prior to 10.8.3.