Searches fail with the error "The underlying connection was closed: A connection that was expected to be kept alive was closed by the server."

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Article ID: 100014637

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Description

Error Message

Snippets from the dtrace of 'EVIndexQueryServer' process

6189 14:07:01.080 [25708] (EVIndexQueryServer) <19956> EV-L {COLLECTIONBROKERSEARCHBUILDER.EN_US} Velocity results fields: ssid snum date adat size dtyp locn msgc comr natc _Vault.MsgType _evtag.category _evtag.inclusion _evtag.exclusion _Vault.JournalType auth
6190 14:07:01.080 [25708] (EVIndexQueryServer) <19956> EV-L {VELOCITYSEARCH.EN_US} TraceTimer [531ms] collectionBrokerSearchFactory.Build
6191 14:07:01.096 [25708] (EVIndexQueryServer) <19956> EV-M {VELOCITYSEARCH.EN_US} Calling Velocity.CollectionBrokerSearch for collection 1F3126C9FBCB9F29BEA72A3BEF1731174_108314
6192 14:07:01.611 [25708] (EVIndexQueryServer) <19956> EV-L {IndexingWCFProxy`1} Calling CollectionBrokerSearch
6265 14:08:10.923 [25708] (EVIndexQueryServer) <19956> EV-L {IndexingWCFProxy`1} TraceTimer [69306ms] Called CollectionBrokerSearch
6266 14:08:10.955 [25708] (EVIndexQueryServer) <19956> EV-H {IndexingWCFProxy`1} Exception: The underlying connection was closed: A connection that was expected to be kept alive was closed by the server.

 
System Event Log:
 
Log Name:      System
Source:        Microsoft-Windows-WAS
Date:          26/11/2014 09:28:50
Event ID:      5011
Task Category: None
Level:         Warning
Keywords:      Classic
User:          N/A
Computer:      EVServer1.TestDomain.Local
Description:
A process serving application pool 'EVIndexingPool' suffered a fatal communication error with the Windows Process Activation Service. The process id was '25708'. The data field contains the error number.
 

 

Resolution

Work Around:
 
This issue has been worked around by rebuilding the affected index volume. It's is also possible to restore the index volume to a point in time prior to getting the errors and then Synchronizing the index volume. 
 

Enterprise Vault has acknowledged that the above-mentioned issue is present in the version(s) of the product(s) referenced in this article.

There are currently no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time. This issue may be resolved in a future major revision of the software at a later time. However, this particular issue is not currently scheduled for any release.  If you feel this issue has a direct business impact for you and your continued use of the product, please contact your Enterprise Vault Sales representative or the Enterprise Vault Sales group to discuss these concerns.  For information on how to contact Enterprise Vault Sales, please see https://www.enterprisevault.com/

 
Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

 

 

 

Issue/Introduction

Searches intermittently fail with the error "The underlying connection was closed: A connection that was expected to be kept alive was closed by the server." This affects searches initiated by the Veritas eDiscovery Platform powered by Clearwell, as well as searches run via the Enterprise Vault search page. When this problem occurs, the EVIndexingPool application pool hosted in IIS recycles itself and event ID 5011 from Microsoft-Windows-WAS is logged in the System event log of the EV server.

Additional Information

ETrack: 3675400

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