When Synchronizing Vault Cache the error: "Failed: Item retrieval failed on server" appears in the Vault Cache Synchronization window.

Problem

When Synchronizing Vault Cache the error: "Failed: Item retrieval failed on server" appears in the Vault Cache Synchronization window.

Error Message

Failed: Item retrieval failed on server

 

Cause

Incorrect Globalization Culture setting causes synchronize job to abort.

Solution

  1. On the Enterprise Vault (EV) server, browse to the EV installation folder and open WebApp folder, locate and open the web.config file.

    Note: Prior to making any changes, perform a backup of this file.

    i.e. C:\Program Files\Enterprise Vault\WebApp\Web.config
     
  2. Add the following line just after <System.web> and before <Compilation debug="false" /> (make a new line):

    <globalization uiCulture="en" culture="en-GB" />
     
  3. Save web.config file.
     
  4. Restart IIS by doing an iisreset in command prompt.
     
  5. Restart the EV Admin Service in Services on the EV server.
     
  6. On the affected client reset the Vault Cache and synchronize again.

 

 

 

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