After upgrading Event 6287 is generated when users attempt to retrieve archived items

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Article ID: 100022557

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Description

Error Message

Type: Warning
Event: 6287
Source: Enterprise Vault
Category: None
Description:
Unable to fetch item from "ev-domino.Symantec.Local".
Reason: The specified procedure could not be found.  [0x8007007f]
Saveset Id:
Archive Name: /OU1/SYMC
Reference: [GetOnlineLargeAttachment]
V-437-6287


Type: Error
Event: 41177
Source: Enterprise Vault
Category: None
User: N/A
Computer: EV-Domino
Description: Enterprise Vault could not authenticate a Domino user (group resolution failed). The user cannot access personal archives (access denied). User name: CN=/OU=OU1/O=SYMC@Symantec.Local Domain: SYMC Error: Error(582) - Opening database 'CN=EVGateway/OU=HUB/OU=US/O=SYMC!!EV\EV_Admin.nsf' (You are not authorized to perform  that operation)
For more information, see Help and Support Center at http://evevent.symantec.com/rosetta/showevent.asp
V-437-41177


Type: Error
Event: 8453
Source: Enterprise Vault
Category: Directory Service
User: N/A
Computer: EV-Domino
Description: The EnterpriseVault.DirectoryService object reported an error.
The error code was 0x80131600
V-437-8453


Type: Error
Event: 8452
Source: Enterprise Vault
Category: Web Application (WP)
User: N/A
Computer: EV-Domino
Description: The EnterpriseVault.DirectoryConnection object reported an error.
The error code was 0x80131600
For more information, see Help and Support Center at http://evevent.symantec.com/rosetta/showevent.asp
V-437-8452
 


In Enterprise Vault 8.0 SP3 a dtrace of nserver and storageonlineopns should appear as follows:

171 13:34:49.065 [1292] (nserver) <2492> EV:M GetStorageObject - Checking MULTI_QI.hr
172 13:34:49.065 [1292] (nserver) <2492> EV:M CAutoStorageOnline::CreateObject (Exit) |Success  [0] |
173 13:34:49.065 [1292] (nserver) <2492> EV:L CAuthHelper::GenAuthString Authenticate using current user via DCOM
174 13:34:49.080 [3024] (StorageOnlineOpns) <3992> EV:L CStorageOnline::GetOnlineLargeAttachment (Entry) |

If the dtrace of nserver and storageonlineopns are not the same, then there may be an incorrect version of nevdominoem.dll and nevdominohousekeeping.exe in the Domino directory.

Check the Domino directory of the Enterprise Vault Domino Gateway (EVDG) and check the file version of nevdominoem.dll and nevdominohousekeeping.exe.
For Enterprise Vault 8.0 SP3 the file version should be 8.0.3.1845.

 

Resolution

To resolve this issue, re-install Enterprise Vault on the EVDG.

  1. Ensure that all EV services are shutdown and that all Domino Services are shut down.
     
  2. Use Task Manager to ensure that neither Enterprise Vault or Domino processes are running.
     
  3. If any of the processes fail to stop change the service to Start up type = disabled and restart the host machine.
     
  4. Re-install Enterprise Vault binaries.
     
  5. Check that the correct file versions of nevdominoem.dll and nevdominohousekeeping.exe (8.0.3.1845) have been applied.
     
  6. Run EVInstall.nsf again on the EVDG.
 

 

Issue/Introduction

After upgrading to Enterprise Vault(EV) 8.0 SP3, users receive "The selected item could not be retrieved" and event id 6287 in the event log when attempting to retrieve archived items via Lotus Notes.
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