Cannot create a new case and the Searchable Vault Stores or Archives to Search option is blank in Enterprise Vault (EV) Discovery Accelerator (DA).

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Article ID: 100029916

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Description

Error Message

Enterprise Vault Event Log entries on the Discovery Accelerator Server could have the following entries in the listed order:

- Event ID 8229: "DirectoryService: CreateDirectoryService number of tries: : 6

- Event ID 90: "APP AT - Customer ID: 2 - the server was not able to update the list of VaultStores. System.Runtime.InteropServices.COMException (0x800706BA): The RPC server is unavailable. (Exception from HRESULT: 0x800706BA)
at KVS.EnterpriseVault.Interop.DirectoryConnectionObjectClass.IDirectoryPublic_EnumVaultStoresBySite(String entryID, String requestedAttributes)
at KVS.Accelerator.Application.VaultStores.SynchronizeSite(String directoryMachine, String siteEntryId, String siteName, ManualResetEvent stopEvent)"

- Event ID 8229: "DirectoryService: CreateDirectoryService number of tries: : 6

- Event ID 302: "APP AT - Customer ID: 2 - An Error has occured when inserting Site to be search on. System.Runtime.InteropServices.COMException (0x800706BA): The RPC server is unavailable. (Exception from HRESULT: 0x800706BA)
at KVS.EnterpriseVault.Interop.DirectoryConnectionObjectClass.IDirectoryPublic_EnumRetentionCategoriesBySite(String entryID, String requestedAttributes)
at KVS.Accelerator.Search.RetentionCategories.UpdateRetentionCategories(String KVSSiteEntryID, String Name)"

A dtrace of the AcceleratorService process on the DA server during the startup of the Enterprise Vault Accelerator Manager Service (EVAMS) could have an entry similar to the following:

- EV:H VaultCoCreateInstanceEx: An error occurred - RequestedServerName = [LABEVSITE01], UsedServerName = [LABEVSITE01], hrCCI = [0x800706BA], hrResultsQI = [0x80004005], NumTried = [6], bLocalMachine = [False]"

 

Cause

In order to create a new Case in Enterprise Vault (EV) Discovery Accelerator (DA), a synchronization must have occurred between DA and the EV Directory Service so that the listing of Vault Stores and Archives that can be searched is populated into the DA Customer database. When attempting to create a new case in DA with no Vault Stores available, any of the errors above may be thrown.  For new installations of DA, the condition of no Vault Stores or Archives being synchronized can be verified by checking the available Vault Stores within the Vault Stores panel and Archives within the Archives panel in the Application tab, Archives sub-tab of the DA Client.  For existing installations of DA, this condition can also be verified by checking for any new Vault Stores or Archives in the same locations.

There are several reasons why the Vault Store synchronization into DA does not occur:

  1. The most common cause of this error is an incorrect configuration of the Enterprise Vault Site DNS Alias in the DA Customer Properties page of the Accelerator Admin site (the EVBAAdmin site).  Discovery Accelerator (DA) uses Remote Procedure Call (RPC) to communicate with the Enterprise Vault (EV) Directory Service running on the primary EV Directory Server.  If the DNS Alias referenced in the DA Customer properties page's DNS Aliases field is not accessible, the RPC call fails, the synchronization does not occur to populate the needed date into the DA customer database, and any of the above errors may be thrown when attempting to create a new Case..
  2. The Enterprise Vault Directory Service is not running, thereby not allowing DA to learn about any Vault Stores and Archives that could be searched.
  3. The absence of the proper DNS suffix in the properties of the network connection's TCP/IP settings.  If the DNS Alias of the EV site is in a domain other than the domain in which the EV Directory Server resides, the DNS suffix in which the EV site alias resides must be added to the network settings.
  4. A firewall on the EV and / or DA server that is not properly configured can block the communications needed to provide the list of Vault Stores and Archives to the DA customer.
  5. A DCOM TCP/IP Protocol Port range restriction exists on the EV Directory Service server.

 

Resolution

The possible solutions for this issue are -
 
Solution 1 - Incorrect configuration of the DNS Alias(es) field in the customer properties page in the EVBAAdmin site:
  1. Log into the DA server as the Vault Service Account (VSA).
  2. Launch Internet Explorer to the EVBAADMIN webpage (for example, https://EVDAServer/EVBAAdmin ).
  3. In left task pane, right click the customer where the issue exists (for example, EVBADiscovery ) and choose Properties.
  4. For the Directory DNS aliases field, enter the name of the Enterprise Vault Site alias or the name or the IP address of the primary Enterprise Vault Directory Service server.
    1. Hint: The nslookup windows command can be used to validate the Enterprise Vault site alias, server name or IP address to be used in the DNS Aliases field (i.e., nslookup evsite.evlab.local).
  5. Restart the Enterprise Vault Accelerator Manager Service (EVAMS) on the DA server or the Customer's Background Task (CBT) from the EVBAAdmin site.
  6. Verify the Vault Stores and Archives within them are available.
    1. From the DA client home page, click the Application tab.
    2. Click the Archives sub-tab.
    3. The Vault Stores should be listed in the left panel with the Archives listed in the right panel.
       
Solution 2 - The Enterprise Vault Directory Service is not running:
  1. On the Enterprise Vault Directory Service server, launch the Services Microsoft Management Console (MMC) snap-in.
  2. Locate the Enterprise Vault Directory Service entry.
  3. Confirm its status is Stopped.
  4. Select the Enterprise Vault Directory Service entry.
  5. Either click on the Start icon in the toolbar or right click on the service and then click on the Start button.
  6. Monitor the service starting process until its status is Started.
  7. Close the Services MMC snap-in.
     
Solution 3 - Absence of the proper DNS  suffix on the network connection:
  1. On the Discovery Accelerator server, right click on My Network Places, select Properties double click on the appropriate Local Area Connection.
  2. Click on Properties and double click on Internet Protocol (TCP/IP).
  3. Go to Properties and click on the Advanced button.
  4. Select the DNS tab.
  5. Change the Append primary and connection specific DNS suffixes to Append these DNS suffixes (in order):
    1. Add the DNS suffix (i.e., root.evlab.local).
    2. Repeat step 6 for additional DNS suffixes and click on OK to accept the setting.
  6. Reset IIS by opening a Command Prompt and running the iisreset command to clear the ASP.NET cache.
  7. Restart the Enterprise Vault Accelerator Manager Service (EVAMS) to force the ability to use the new DNS suffix.
     
Solution 4 - A firewall on the EV and / or DA server is not properly configured:
  1. Turn off all of the Windows firewalls on the EV & DA Servers. (Discovery Accelerator uses standard DCOM ports to communicate with the Enterprise Vault server for searching, reviewing, and exporting.)
  2. Disable the Windows Firewall Service on the EV & DA Servers.
  3. Make sure the EV server can be pinged from DA Server and DA server can be pinged from the EV server.
  4. Open the EVBAAdmin page on the DA Server and check the properties of DA Customer Database to make sure in the Section "Directory DNS alias" contains the alias, name or TCP/IP address of the EV Server on which "Enterprise Vault Directory Service" is running.
  5. Check the EV binaries version on DA & EV servers to ensure they are same (for example, all EV and DA servers have EV version 11.0.1.3474 installed for the EV 11.0.1 base version).  See 000038374 in the Related Articles section for the EV version information.
  6. Make sure DA binaries version is greater than or equal to EV binaries version (for example, the DA server has DA version 11.0.1.1083 for the DA 11.0.1 base version).  See 000019404 in the Related Articles section for the DA version information.
  7. If the above steps work to resolve the issue to allow the Vault Stores to be listed in the DA Client and the customer requires the firewalls to be enabled, re-enable the firewalls on the EV and DA servers, then open the ports noted in the EV and DA Administrators guides.   See DOC2200 the Related Articles section for links to the documentation appropriate for the EV and DA versions being used in the environment.
     
Solution 5 - DCOM TCP/IP Protocol Port range restriction:
  1. On the Enterprise Vault Directory Service server, go to Start, then Run, then type DCOMCNFG and click the OK button.
  2. Expand the Component Services folder, then the Computers folder.
  3. Right click on the My Computer icon and choose the Properties option.
  4. Select the Default Protocols tab.
  5. Select the Connection-oriented TCP/IP option and then click the Properties option.
  6. Click the Remove All button for the Port Ranges option.
  7. Close the DCOMCNFG application.
  8. Restart the server.

NOTES:
1. Enterprise Vault Site Alias is the Enterprise Vault DNS CNAME alias pointing to the Primary Enterprise Vault server.  The Primary server is typically the first Enterprise Vault server created in the EV site.  In a standard configuration, there will be 2 DNS CNAME aliases configured for the primary server:  Site alias and a Server alias   For step 4, the Site alias should be used.
2. Long alias or server names have been found to cause issues with accessing the EV Directory Service.  Names should be kept to under 14 characters where possible.  If the EV server IP address works but the Alias or server name do not, verify the DNS entries and consider creating a new Alias of less than 14 characters to be used in the Directory DNS aliases field.

 

 

 

Issue/Introduction

Cannot create a new case and the Searchable Vault Stores or Archives to Search option is blank in Enterprise Vault (EV) Discovery Accelerator (DA).
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