Placeholders fail to recall and Event ID 20491 is reported on the file server

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  • Article ID:000032934


When trying to restore an item that has been archived by Enterprise Vault (EV) using placeholder shortcuts, various errors may be reported as below, (Figure 1 and Figure 2).  The shortcut will fail to restore the item.  Internet link shortcuts continue to work as expected and archiving and placeholder creation works as expected.  The most common reason for this behavior is that the EV server has not been added to Internet Explorer 'Intranet Zone' on the target file server, under the Vault Service Account (VSA) user profile, or the VSA user profile on the target file server has been removed.

Error Message

Event ID 20491: Account detail required [0xc004502d]


Figure 1


If placeholders are not launching but no errors are generated in the event logs, first check that the placeholder service is running on the target file server. If the errors mentioned in this TechNote are generated then follow the solution section of this TechNote.

The event logs on the File server will display the error as shown in Figure 3. These logs refer to the target file server where the placeholder service resides.




To resolve this issue please follow the steps below to add sites to the local intranet:

  1. Log on to the target file server as the VSA.
  2. Launch Internet Explorer.
  3.  Navigate to Tools > Internet Options.
  4. Click on the Security tab.
  5. Click on Local Intranet.
  6. Click on Sites.
  7. Click Advanced.
  8. Enter the domain name service (DNS) alias of the EV server in the format http://VaultAlias.
  9. Click Add.
  10. Click Close.
  11. Click OK.
  12. Click OK.

Double clicking a placeholder shortcut should now restore the file as expected. It may be necessary to reboot the file server if this does not work right away.

Note: There have been instances where the above solution is implemented but the problem persists. Please refer to the following Microsoft article for further steps: 







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