Enterprise Vault (EV) File System Archiving (FSA) placeholder files cannot be recalled stating 'Account detail required, you must supply your account details'.

Problem

Unable to recall placeholders.

The following can be seen in a Dtrace of the EVPlaceholderService on the Windows file server.   For more information on Dtrace please refer to the link in the Related Articles section.

(EvPlaceholderService) <3708> EV:H CDownloadFile::ThreadMain: exit with failure, error: 0xc004502d
(EvPlaceholderService) <3708> EV:L CDownloadFile::ThreadMain (Exit) |Account detail required, you must supply your account details      [0xc004502d] |
(EvPlaceholderService) <5352> EV:L Download status for file: \\?\C:\files\test\file.csv is c004502d
(EvPlaceholderService) <5352> EV:L RequestArchivedFile::DownLoadFile (Exit) |Exception occurred.  [0x80020009] |
(EvPlaceholderService) <5352> EV~E Event ID: 20491 Error downloading file:
\\?\C:\files\test\file.csv, Url: http://evault.domain.com/EnterpriseVault/download.asp?
VaultID=115C3257A1CF1ED4A9F2E92CAE08979391110000evault.domain.com&
SavesetId=201011048896712~200910070147030000~Z~
C0CF945861CC465F9AD6426B10131601&Request=NativeItem
&EVHeaders=1&HashName=SHA256

|Error Account detail required, you must supply your account details      [0xc004502d] |

If the file server is a NetApp then the following will be seen in a Dtrace of the EvNetAppPHSvr process.

(EvNetAppPHSvr) <3184> EV:H Exception occured in CDownloadFile::ThreadMain(), error 0xc004502d
(EvNetAppPHSvr) <3184> EV:H CDownloadFile::ThreadMain: exit with failure, error: 0xc004502d
(EvNetAppPHSvr) <3184> EV:L CDownloadFile::ThreadMain (Exit) |Account detail required, you must supply your account details      [0xc004502d] |

 If 'Enabled PassThruRecall' is selected then DTRACE will have below lines:

65 14:11:55.403  [7540] (EvPlaceholderService) <7360> EV:H CPassThruDownLoadFile::ThreadMain: exit with failure, error: 0xc004502d
66 14:11:55.403  [7540] (EvPlaceholderService) <1872> EV:H Failed to download data for request 2964, Offset - 0, requested bytes - 32768.
67 14:11:55.403  [7540] (EvPlaceholderService) <1872> EV:H {PassThroughArchivedFileData::DownLoadFile} (Exit) Status: [Exception occurred.  (0x80020009)]

Error Message

Event ID: 20491
Description: Account detail required, you must supply your account details
V-437-20491
 

Solution

This issue may be cause by the type of authentication on the EnterpriseVault virtual directory within Internet Information Services (IIS) Manager.

  1. Disable Digest Authentication on the EnterpriseVault virtual directory on the EV server. 

    Note:  If this does not resolve the issue then proceed to step 2.  
     
  2. Disable Basic authentication on the EnterpriseVault virtual directory on the EV server.
 

 

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