Enterprise Vault (EV) - 500 Internal Server Error when viewing archived item in OWA.

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Article ID: 100017379

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Description

Error Message

The remote server returned an error: (500) Internal Server Error.

 

Resolution

When clicking on an archived item within Outlook Web Access (OWA), the following banner is displayed:
 
The archived item is currently unavailable.
If you choose reply or forward, only the content shown below will be included.
Click here to preview the original item
 
When clicking on the top two lines, the following error pops up:

The remote server returned an error: (500) Internal Server Error.

To resolve this issue, follow these directions:

Reregister shoppingservice.exe by going to the command prompt on the EV server and changing directories for 32 bits to \Program Files\Enterprise Vault or for 64 bit to \Program Files (x86)\Enterprise Vault and typing shoppingservice.exe/regserver . Then reboot the EV server

If still experiencing the issue:

Manually assign NTFS Full Control permissions to the OWAUSER account to the Shopping folder and sub folders on the EV server. The Shopping folder should be on a drive that is local to the EV server.

A dtrace of w3wp while the problem is occurring will generate an error in the trace similar to the one below:
 
158 13:10:54.181 [7956] (w3wp) <5804> EV:L Currently shopping for: DOMAINX\OWAUSER |
159 13:10:54.197 [7956] (w3wp) <5804> EV~E Failed to create file| Name: C:\Program Files\Enterprise Vault\Shopping\DOMAINX\OWAUSER\20060103081054197.bsk| Error: 0x80030003 |
160 13:10:54.197 [7956] (w3wp) <5804> EV~E Failed to create a new basket| Shopper: DOMAINX\OWAUSER | BasketName: |
 
If still experiencing the issue (Error: 0x80030003 translates to "Path could not be found"):
Manually create the folder path below \Shopping, based on a dtrace of w3wp while the problem is occurring (in this case, it would be: \DOMAINX\OWAUSER). Then manually assign the OWAUSER account NTFS Full Control permissions to these sub folders as well and retry.
 

Issue/Introduction

Enterprise Vault (EV) - 500 Internal Server Error when viewing archived item in OWA.
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