Error Message

Event ID 20491: Account detail required, you must supply your account details [0xc004502d]

V-437-20491

 
Figure 1
 

Figure2
 
 

Troubleshooting:
If placeholders are not opening and no errors are generated in the event logs, first check that the Enterprise Vault Placeholder Service is running on the target file server. If the errors mentioned in this article are generated, then follow the Solution section to resolve the error.


The event logs on the File server will display the error as shown in Figure 3. These logs refer to the target file server where the placeholder service resides.

Figure3
 

 

To resolve this issue please follow the steps below to add sites to Local Intranet.

1. Log on to the target file server as the VSA.
2. Launch Internet Explorer.
3.  Navigate to Tools > Internet Options.
4. Click on the Security tab and select Local Intranet.
5. Click on Sites > Advanced.
6. Enter the Domain Name Service (DNS) alias of the EV server in the format https://VaultAlias. If this option is not editable, then it is set by Group Policy. 
7. Click Add.
8. Click Close.
9. Click OK.
10. Click OK.

Double-clicking a placeholder shortcut should now restore the file as expected.

Note: If the error still occurs, copy the URL from the event into a browser and attempt to recall the file.  If a prompt occurs for credentials, ensure that the server name shown is in the Local Intranet zone.  Also, ensure no cached passwords are in use. 

Example URL: http://evserver.evlab.local/EnterpriseVault/download.asp?VaultID=1BEC24FCA5190B74DA980FACBDF1C110E1110000EVServer&SavesetId=201605254190233~201003180422040000~Z~A07A57F96066838360A17AC276F7CE51&Request=NativeItem&EVHeaders=1&HashName=SHA256 

 

 

 

 

 

When trying to restore an item that has been archived by Enterprise Vault (EV) using placeholder shortcuts, various errors may be reported as below, (Figure 1 and Figure 2). The shortcut will fail to restore the item. Internet link shortcuts continue to work as expected and archiving and placeholder creation works as expected. The most common reason for this behavior is that the EV server has not been added to the Internet Explorer 'Intranet Zone' on the target file server, under the Vault Service Account (VSA) user profile, or the VSA user profile on the target file server has been removed.

ETrack: 20491 UMI: V-437-20491