Users receive error 0x8007007F when attempting to preview or export items using Enterprise Vault Search

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Article ID: 100012785

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Description

Error Message

The error messages below were captured from EV 11.0.0.  Error messages may differ depending on the installed version.
 

No preview of this item is available (Error Code: 0x8007007F) If the problem persists, contact your Enterprise Vault Administrator.
 

 

 

To validate the issue a DTRACE is needed. Perform the following steps on the EV server while re-creating the issue.

For more information about Symantec Enterprise Vault’s DTRACE Utility please see Article 100038975.
DTRACE the process w3wp for no less than 5 minutes while re-creating the issue.
Open the log file created and search for either of the following the strings:


Preview attempt using Enterprise Vault Search:
 
(w3wp)<6240>EV-H [EVS] Exception: Retrieving the COM class factory for component with CLSID {64A99F91-4BF7-11D2-8C53-0000F87502DE} failed due to the 
following error: 8007007f. Info:SearchOrchestrator::GetItemDetail(), Error found while calling COM method IAutoStorageOnline3.GetOnlineAttachmentFileSize. Error code is 0x8007007F ||  Diag:HRESULT: 8007007f  Type:System.Runtime.InteropServices.COMException ST:   at  Symantec.EV.Search.Server.Business.SearchOrchestrator.GetItemDetail(ItemDetailQu ery itemDetailQuery)|   at  Symantec.EV.Search.Server.Service.ContentManagementService.GetItemDetail(ItemDet
ailQuery itemDetailQuery)|   at Symantec.EV.Search.Client.Presentation.Model.SearchModel.GetItemDetail(ItemDetailQuery query)|   at Symantec.EV.Search.Client.Presentation.Presenters.ReadingPresenter.GetItemDetail Html(String& title, StringWriter swHeader, StringWriter swBody, ItemQueryBuilder 
query)|   at Symantec.EV.Search.Client.Host.ContentView.OnPageLoad(EventArgs e)  Inner:None
 

Export attempt using Enterprise Vault Search:
 
[4356]   (w3wp) <12876> EV-L  [EVS] Zip file export started... || User: EV10\user1 
[4356]   (w3wp) <12876> EV-H [EVS] Exception: Retrieving the COM class factory for component with CLSID {E4BE20A4-9EF1-4B05-9117-AF43EAB4B295} failed due to the following error: 8007007f. Info:Error retriving item [Sequence no XXXXX'] || User: EV10\user1 ||  Diag:HRESULT: 8007007f Type:System.Runtime.InteropServices.COMException ST:  at Symantec.EV.Search.Server.Business.ExportHandler.GetArchiveItemDetails (ArchiveItemInfo info)|   at Symantec.EV.Search.Server.Business.ZipExportHandler.PopulateZip(ZipPackage package)|   at Symantec.EV.Search.Server.Business.ZipExportHandler.Create()|   at Symantec.EV.Search.Server.Business.ItemManager.ExportItems(ExportInput input) Inner:None
 

 

Cause

There are two conditions:

  1. SQL Server Reporting Services is installed on the EV server.
  2. The Enterprise Vault Reports Configuration was not executed successfully following the upgrade of the EV server


Note: After an upgrade of the Enterprise Vault server, the EV Reporting components must also be upgraded using the Enterprise Vault Reports Configuration utility (see the Enterprise Vault Upgrade Instructions document for more information about this utility). This tool updates the copy of EVRT.dll that is kept with the SSRS installation. The preview and export of items fails with error code 0x8007007F when the w3wp process loads an old version of EVRT.dll into memory instead of the updated version.

Resolution

Perform the upgrade of Enterprise Vault Reporting to update the EVRT.dll

  1. Log on to the computer under the Vault Service account.
     
  2. Start the Reporting Configuration utility, Enterprise Vault Reports Configuration.
     
  3. Choose the option Configure Reporting and deploy or upgrade reports.
     
  4. Provide the details of the reporting user account you created for Enterprise Vault Reporting to run under. Enter the Active Directory domain, the user name, and the password for the account.
     
  5. Select the Microsoft SQL Server Reporting Services instance on which you want to deploy the reports. To deploy the reports on the default instance, select the instance name MSSQLSERVER.
     
  6. Select the language that you want the reports to use.
     
  7. Select the Directory database SQL Server. If the server does not appear in the list, type in the name of the server.
     
  8. Click Configure.
     
  9. When the utility has finished, click OK on the displayed dialog to quit the utility.
     
  10. If this is the first time that you have run the Reporting Configuration utility, check that the configuration was successful.

            See Checking that the configuration of Enterprise Vault Reporting was successful.
     
  11. Enable the synchronization of Enterprise Vault Reporting roles-based security on the computers on which you use Authorization Manager to manage administrator roles.

            See Enabling the synchronization of Enterprise Vault Reporting roles-based security.
 

Applies To

This issue occurs in environments where SQL Server Reporting Services (SSRS) is installed on the EV server.  SSRS is required in order to use EV reporting features.

Issue/Introduction

When using Enterprise Vault (EV) Search, the preview or export action fails, and the user is told to contact the EV Administrator. This issue is a result of the an outdated version of the EVRT.dll on the EV server. The message occurs when a user takes the following actions in EV Search:
  • Preview of any archived item
  • Export attempt to PST/ZIP/NSF
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