Unable to open archived items via Placeholder - Error 0XC0045013:The attempt to connect to the server failed.

Problem

Users are unable to open archived items from the placeholder. However, they are able to open these items via Enterprise Vault Search (EVS). 

Error Message

See below Dtrace excerpt of process EvPlaceholderService:

(EvPlaceholderService) <3700> EV:H ConnectForSegment:/EnterpriseVault/download.asp?VaultID=1AC334154BF68C24E8041A9414935855E1110000rq6evserver01&SavesetId=201204265480849~200808221256220000~Z~A060F20B9784E4BD4BD79D435F3AC001&Request=NativeItem&EVHeaders=1&HashName=SHA256&Segment=0
(EvPlaceholderService) <2508> EV:M There are currently 0 items in the released item queue
(EvPlaceholderService) <2508> EV:L CReleasedItemQueue::DeQueue (Entry) |
(EvPlaceholderService) <2508> EV:L CReleasedItemQueue::DeQueue (Exit) |Success  [0] |
(EvPlaceholderService) <3700> EV:H Exception occured in CDownloadFile::ThreadMain(), error 0xc0045013
(EvPlaceholderService) <3700> EV:H CDownloadFile::ThreadMain: exit with failure, error: 0xc0045013
(EvPlaceholderService) <3700> EV:L CDownloadFile::ThreadMain (Exit) |The attempt to connect to the server failed      [0xc0045013] |

v-437-20491

Cause

Any one of the items below can cause the behavior in question:

1. The Enterprise Vault (EV) Server is configured for SSL (HTTPS). The placeholder is formed with a HTTP url and no re-direction takes place.

2. The SSL certificate on the EV server has expired.  

3. The hosts file on the file server is configured with an incorrect IP address entry for the EV Server.

4. The DNS cache on file server has the incorrect IP address of EV Server.

5. Internet Security Software blocking request.

Solution

See below for probable solutions.

1. If the EV Server settings were changed to implement SSL and the Placeholders were created before this change, FSAUtility -c could be used to recreate the Placeholders with the correct HTTPS url.

2. Update the SSL certificate on the EV server and install it on the file server.  

3. Check hosts file for incorrect IP address of EV Server on File Server. This would cause the request to be sent to the incorrect IP address.

4. Run IPCONFIG /FLUSHDNS on File Server via Command Line. Perform an NSLookup of the EV Server to confirm the correct IP address is resolved.

5. Check to see if any proxy server / internet security software is configured in the environment. If required, use utilities / tools like Microsoft Netmon to confirm if a request is issued by the File Server and what IP address the request is sent to. This will be shown as issued by EVPlaceholderService.exe in the Netmon results.