Placeholder recall fails with Event 20491, however archived items can be accessed from the URL or EVS.

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Article ID: 100010266

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Description

Error Message

Event Type: Error
Event Source: Enterprise Vault
Event Category: File Placeholder Service
Event ID: 20491
Description:
Error downloading file: \\?\W:\FSArchives\Files\Images\capture1.jpg, Url: https://EVSERVER/EnterpriseVault/download.asp?VaultID=1F3E2164D8824C844B50E3AE4A827A9761110000evserver&SavesetId=202005049980872~202004050406180000~Z~410F923D6E6B64B5C96A6343B0D11971&Request=NativeItem&EVHeaders=1&HashName=SHA256 |Error A parameter is missing      (0xc004502f) |
 

V-437-20491

A Dtrace of EVPlaceholderService from File Server shows :
(EvPlaceholderService)    <8356>    EV:H    BC 1
(EvPlaceholderService)    <8356>    EV:H    dwcode 400
(EvPlaceholderService)    <8356>    EV:H    BT 1
(EvPlaceholderService)    <8356>    EV:L    WINHTTP_QUERY_STATUS_TEXT : Bad Request
(EvPlaceholderService)    <8356>    EV:H    Exception occured in CDownloadFile::ThreadMain(), error 0xc004502f
(EvPlaceholderService)    <8356>    EV:H    CDownloadFile::ThreadMain: exit with failure, error: 0xc004502f
(EvPlaceholderService)    <8356>    EV:H    {CDownloadFile::ThreadMain} (Exit) Status: [A parameter is missing      (0xc004502f)]
(EvPlaceholderService)    <11832>    EV:L    Download status for file: \\?\W:\FSArchives\Files\Images\capture1.jpg is c004502f
(EvPlaceholderService)    <11832>    EV:H    {RequestArchivedFile::DownLoadFile} (Exit) Status: [Exception occurred.  (0x80020009)]
(EvPlaceholderService)    <11832>    EV~E    Event ID: 20491 Error downloading file: \\?\W:\FSArchives\Files\Images\capture1.jpg, Url: https://EVSERVER/EnterpriseVault/download.asp?VaultID=1F3E2164D8824C844B50E3AE4A827A9761110000evserver&SavesetId=202005049980872~202004050406180000~Z~410F923D6E6B64B5C96A6343B0D11971&Request=NativeItem&EVHeaders=1&HashName=SHA256 |Error A parameter is missing      (0xc004502f) |
 

Cause

This issue has been seen to be caused by a proxy configured on the file server.  

Resolution

To determine if a proxy is configured run the following command from an Administrator CMD prompt on the file server. 

netsh winhttp show proxy

If a proxy is configured then reset the proxy by using the following command: 

netsh winhttp reset proxy

Confirm the placeholder file can now open without error once the proxy setting has been removed.

 

Issue/Introduction

When recalling a Placeholder from client Machine/File server a 20491 event is reported in the Event viewer of the File Server Enterprise Vault Event logs. However archived items can be accessed via the URL within the event or from Enterprise Vault Search (EVS).
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