Users receive 'You do not have access to archives' and can no longer open Enterprise Vault Search

Problem

Error Message

Source: Enterprise Vault
Event ID: 41478
Task Category: Enterprise Vault Search
Level: Warning
Description:
User "Domain\User" does not have permission on any archive.
V-437-41478

Log Name:      Veritas Enterprise Vault
Source:        Enterprise Vault
Event ID:      41519
Task Category: Enterprise Vault Search
Level:         Error
Description:
Unable to load user preferences. Check whether Enterprise Vault Directory Service is running.

The DTRACE of the W3WP process, on the EV server, contains one of the following exceptions:

{EVS.EN_US} Exception: The given key was not present in the dictionary. Info:Failed while getting Archive
***
{EVS.EN_US} Exception: An entry with the same key already exists. Info:Failed while getting Archive
***
{EVS.EN_US} Exception: Sequence contains no elements Info:Failed while getting Archive
***
{EVS.EN_US} Exception: Length cannot be less than zero.|
          Parameter name: length
          Info:Failed to load User preferences. ||
          User: Domain\User ||  
          Diag:
          Type:System.ArgumentOutOfRangeException 
 

Solution

Workaround

Manually delete the user's record in the OWS_UserPreferences table.

Note: Find each affected users Security Identifier (SID) for each user. PsGetSid is a utility that can be used to gather the users SID.
​
**Important Disclaimer**  

The recommended changes below will require modifications to the EnterpriseVaultDirectory database.  It is imperative that there is a backup of the database before proceeding.

Follow these steps to restore search abilities to affected users.

1. Open SQL Server Management Studio and paste Query1 into a 'New Query' (changing the UserSID value)
   
   Note:  Query1 is designed to double check that the record for the UserSID exists
   
   -- Query1 - This query ONLY returns the record of the given UserSID
USE EnterpriseVaultDirectory
GO
SELECT * FROM dbo.OWS_UserPreferences
WHERE UserSID = 'S-1-5-21-1172016134-563012832-4166585882-1144'
GO
   
    
2. Paste Query2 using the same UserSID used for the Query1
   
   -- Query2 - This query deletes the User's preferences and resume user's access to EVS
USE EnterpriseVaultDirectory
GO
DELETE from dbo.OWS_UserPreferences​
WHERE UserSID = 'S-1-5-21-1172016134-563012832-4166585882-1144'
GO
    
3. The previously affected user can now use the Enterprise Vault Search interface

Open the Enterprise Vault Search and click on the user name in the top right corner, then Preferences

1. Highlight General.
2. In the right hand menu change the value for What would you like to see next time Enterprise Vault Search starts? to Selected Archive or Folder.
3. Click Choose and button select the Inbox of the user.​
    
    

This issue has been addressed in the following releases:

Enterprise Vault 12 available from Downloads. 
 
Note: For information on how to obtain Enterprise Vault 12 see: How to obtain the license key and installation download for Veritas products