Error Message

Windows

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

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

1. Disable Digest Authentication if it has been installed while installing IIS 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.

Note: Ensure that Windows Authentication is Enabled on the EnterpriseVault virtual directory. 

 

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: https://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. For NetApp C-Mode the process will be EvNetAppCModePHSvr. (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 Enable PassThruRecall is selected for a Windows file server, then Dtrace will have the below lines: (EvPlaceholderService) <7360> EV:H CPassThruDownLoadFile::ThreadMain: exit with failure, error: 0xc004502d
(EvPlaceholderService) <1872> EV:H Failed to download data for request 2964, Offset - 0, requested bytes - 32768.
(EvPlaceholderService) <1872> EV:H {PassThroughArchivedFileData::DownLoadFile} (Exit) Status: [Exception occurred. (0x80020009)]

ETrack: 20491 ETrack: 2440483 ETrack: 2366365 ETrack: 20491 UMI: V-437-20491