When a user is using Enterprise Vault Search under certain conditions they receive an error: "Something went wrong"

When a user is using Enterprise Vault Search under certain conditions they receive an error: "Something went wrong"

Article: 100045491
Last Published: 2019-05-15
Ratings: 0 0
Product(s): Enterprise Vault

Problem

Open two browser tabs, one open Enterprise Vault Search (EVS) and the other open Outlook Web Access (OWA).
When opening an Enterprise Vault shortcut in the OWA and performing a search in the EVS, the following error is output in a dialog window :

-----------------------------------------------------------------------
 Something went wrong. Contact your Enterprise Vault administrator.
-----------------------------------------------------------------------


Reproduction steps:

  Step 1. Configure Enterprise Vault environment with Enterprise Vault Office Mail App (OMA) configured.

  Step 2. Open two browser tabs, one open Enterprise Vault Search (EVS) and the other open Outlook Web Access (OWA).

  Step 3. Open any of Enterprise Vault shortcut in the OWA.

  Step 4. When you perform a search in the EVS, the above dialog message is output.

This issue has been observed in the following environments.

 Enterprise Vault 11.0.1(CHF5)
 Enterprise Vault 12.3.1

Error Message

-----------------------------------------------------------------------
 Something went wrong. Contact your Enterprise Vault administrator.
-----------------------------------------------------------------------

 

The following messages will be logged to Dtrace when the issue occurs.

--------------------------------------------------------------------------------

{EVS} Session IsAlive flag is null for Current Request without ByPass session timeout.
{EVS} Inside IErrorHandler.HandleError(). Session Expired. The reason could be either

--------------------------------------------------------------------------------

 

Cause

EVS and OWA's Enterprise Vault app OfficeMailApp.aspx uses session cookies.
EVS and OfficeMailApp.aspx have separate session information for session management.
Even though they are managed separately, the session cookie name of the Session ID used by them are the standard session management cookie name "ASP.NET_SessionId" used by ASP, so they mutually overwrite each other's cookie.

Solution

Temporary Solution:

Follow the steps below to change EVS to use unique ASP session cookie name.

 1. Open the folder "<EV Root>\EVSearch\EVSearchClient" on the Enterprise Vault server.
  <EV Root> is the Enterprise Vault installation folder, by default "C:\Program Files (x86)\Enterprise Vault".

2. Copy the "Web.config" file in that folder to another name for backup.

3. Open the "Web.config" file in a suitable text editor.

4. Find the following line in the file:

    <sessionState timeout = "360" sessionIDManagerType = "GuidSessionIdManager" />

5. Rewrite the relevant line as follows:

    <sessionState timeout = "360" sessionIDManagerType = "GuidSessionIdManager" cookieName = "ASP.NETSessionId_EVS" />

6. Save your changes and exit the editor.

Changes will be reflected immediately.
 


Permanent Solution:

This issue is currently under investigation by Veritas Technologies LLC. Pending the outcome of the investigation, this issue may be resolved by way of a patch or hotfix in current or future revisions of the software. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Veritas Sales representative or the Veritas Sales group to discuss these concerns.
 
Note: Customers experiencing this issue are encouraged to contact Veritas Technical Support as data is still being collected to assist in resolving this issue.

References

JIRA : CFT-1945

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