DA Export may fail on certain items with the following error: "Failed to retrieve. An internal failure occurred. Internal error "unspecified error 0x80004005".

book

Article ID: 100041487

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Updated On:

Description

Error Message

Source:        Enterprise Vault
Event ID:      6287
Task Category: Web Application (WP)
Level:        Warning
Computer:      EV01
Description:
Unable to fetch item from "EV01".
Reason: Access denied    
Saveset Id: 201509164943908~201509161565550000~Z~D321C5F704D3F1128E7CD67FAF312345
Archive Name: Archive1
Archive Folder Path:  Test
Reference: GetOnlineAttachmentFileSize2

 

Additionally a Dtrace during an EVSVR DumpSaveset operation on the item will show the following:

ERROR: Failed to get recombined saveset. Error: Unspecified error  (0x80004005)
Event Output: Unable to complete retrieval request      Reason: <0x8004011b>   Vault:Archive1   Vault Id: 1AB1E366F2C3B5947A1234E4A2F709F331110000ev01
Item Id: 201509164943908~201509161565550000~Z~D321C5F704D3F1128E7CD67FAF312345  Reference: Vault/RI  Extended Item Info:    Supplementary Info:                              
ERROR: GetRecombinedSaveset failed. Error: Unspecified error  (0x80004005)

Getting DVS File and SIS Part files
Centera Partition: VaultStore Ptn41; Collected: true; Clip-Id: E6URBS58ISHVRe3QIEENHHTJ9NTG41BQ1JFJCT0O4JCF1E5I24D32
Event Output: Unable to complete retrieval request      Reason: <0x8004011b>   Vault:Archive1   Vault Id: 1AB1E366F2C3B5947A1234E4A2F709F331110000ev01
Item Id: 201509164943908~201509161565550000~Z~D321C5F704D3F1128E7CD67FAF312345  Reference: Vault/RI  Extended Item Info:    Supplementary Info:                          
CDF written to: C:\DSOutput\EVSVR_DumpSaveset_20171211155016\Parts\DS_E6URBS58ISHVRe3QIEENHHTJ9NTG41BQ1JFJCT0O4JCF1E5I24D32.CDF.xml
ERROR: GetConstituentParts failed. Error: <0x8004011b>  

Cause

This occurs when emails have a large Recipient and/or Attachment list.  By default, Outlook does not allow any items that have more than 2048 attachments or more than 2048 recipients to be opened.

Resolution

As part of the EV best practices, the following two registry keys should be in place on all EV servers:

Location: HKEY_CURRENT_USER\Software\Microsoft\Office\version\Outlook\Options\Mail
Dword: RecipientMax
Value:  (hex) ffffffff

Location: HKEY_CURRENT_USER\Software\Microsoft\Office\version\Outlook\Options\Mail
Dword: AttachmentMax
Value:  (hex) ffffffff

In both location paths, the italicized version should be replaced with the corresponding version number of Outlook:

Outlook 2007: 12.0
Outlook 2010: 14.0
Outlook 2013: 15.0
Outlook 2016: 16.0

It may be required to restart Outlook and the Enterprise Vault services before the settings take effect.

Note: These best practice registry settings should be in place on all EV servers. They can be set during initial EV setup via a checkbox in the installation wizard, or they can be added manually at any time.

For more information on how to run the EVSVR Dumpsaveset operation, see article: 100022284

Veritas Enterprise Vault Discovery Accelerator Installation Guide: (Additional Information)

DA export of a case fails 8 times out of 1039 items with the errors shown. This has been recreated several times.

Issue/Introduction

DA Export may fail on certain items with the following error: "Failed to retrieve. An internal failure occurred. Internal error "unspecified error 0x80004005".

Additional Information

Security requirements for temporary folders

Note:

The following article on the Veritas Support website provides comprehensive information on the security requirements:

Link

On Discovery Accelerator server and applications, Discovery Accelerator makes occasional use of various folders for temporary storage. To protect against unauthorized access to these folders, which can contain sensitive data, Discovery Accelerator checks access to them on startup and periodically thereafter. If the security check fails on the Discovery Accelerator server, the Enterprise Vault Accelerator Manager service stops and an error event is recorded in the Veritas Enterprise Vault event log. If the security check fails on a application computer, the user must choose to rerun the check or close the application.

On server computers, Discovery Accelerator checks the security of these folders:

  • The temporary folder of the user who is running the Enterprise Vault Accelerator Manager service.

  • The folder that you specify as the "ECM Temporary Storage Area" through the Reviewing configuration options in the client. By default, this folder is the Windows %TEMP% folder.

  • The folder that you specify as the "Temporary storage area" through the API configuration options in the Discovery Accelerator client. By default, this folder is also the Windows %TEMP% folder.

On client computers, Discovery Accelerator checks the security of the temporary folder that belongs to the user who is running the client.

In both cases, Discovery Accelerator considers the following to be authorized users:

  • Members of the Built-in groups Administrators, Backup Operators, Domain Administrators, and System Operators

  • The user to whom the temporary folder belongs

  • The Local System account

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