Error Message

This pop-up error may appear when attempting to open a file archived by Enterprise Vault (EV) via a placeholder shortcut.



Searching via Enterprise Vault Search confirms that the file is available in storage. However, further attempts to open it from there fail with a new pop-up error message, "Could not show this item. Try again. If it fails, contact your Help Desk. The item is no longer in the vault. The system cannot find the file specified". Clicking "OK" removes the error message and a blank page displayed.

Sample Dtrace log of the issue captured against the EvPlaceholderService process:

[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::ThreadMain (Entry) |
[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::UpdateIntranetZoneSites (Entry) |
[656]      (EvPlaceholderService)      <5212>      EV:H      |[CDownloadFile] Inside UpdateIntranetZoneSites
[656]      (EvPlaceholderService)      <5212>      EV:H      |[CDownloadFile] Url to add in trusted site: https://evserver1.mydomain.net
[656]      (EvPlaceholderService)      <5212>      EV:H      [CDownloadFile] Site already exists in the intranet zone
[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::UpdateIntranetZoneSites (Exit) |The file exists.  [0x80070050] |
[656]      (EvPlaceholderService)      <5212>      EV:L      WinHttpConnect handle = 0x32d6c8 for URL=https://evserver1.mydomain.net/EnterpriseVault/download.asp?VaultID=1F84E76DD98030641BDC1EA574486423B1110000EVServer01&SavesetId=201006166687385~201006160818330000~Z~70D47F9B1061E1C00F9315C475D09501&Request=NativeItem&EVHeaders=1&HashName=SHA256
[656]      (EvPlaceholderService)      <5212>      EV:H      ConnectForSegment:/EnterpriseVault/download.asp?VaultID=1F84E76DD98030641BDC1EA574486423B1110000EVServer01&SavesetId=201006166687385~201006160818330000~Z~70D47F9B1061E1C00F9315C475D09501&Request=NativeItem&EVHeaders=1&HashName=SHA256&Segment=0
[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::WinHttpStatusCallback: entry Handle:0x338e68 status code: 0x10000
[656]      (EvPlaceholderService)      <5212>      EV:H      CDownloadFile::WinHttpStatusCallback: Handle: 0x338e68 Status code: 16, Reason(s):| WINHTTP_CALLBACK_STATUS_FLAG_CERT_CN_INVALID: SSL certificate common name (host name field) is incorrect, for example, if you entered www.microsoft.com and the common name on the certificate says www.msn.com.|
[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::WinHttpStatusCallback: exit Handle:0x338e68, status code: 0x10000
[656]      (EvPlaceholderService)      <5212>      EV:H      Unknown exception occured in CDownloadFile::ThreadMain()
[656]      (EvPlaceholderService)      <5212>      EV:H      CDownloadFile::ThreadMain: exit with failure, error: 0x8000ffff
[656]      (EvPlaceholderService)      <5212>      EV:L      CDownloadFile::ThreadMain (Exit) |Catastrophic failure  [0x8000ffff] |

Incorrect Common Name (CN) entry in the SSL certificate applied to the EV server.
 

To resolve this issue a new certificate needs to be created:

1. Create a new certificate with a valid CN entry in the server certificate and apply it to the Default Web Site on the EV server.
2. Check the Require SSL option.
3. Under Client certificates, verify that the Ignore button is selected.

Note: The CN is the Fully Qualified Domain Name (FQDN) for which you are generating the SSL certificate.