Users receive 'The Enterprise Vault service is not available.’ and can no longer open Enterprise Vault Search.
Article ID: 100048552
Updated On:
Description
Error Message
On-screen errors:
The Enterprise Vault service is not available. If the problem persists, contact your Enterprise Vault Administrator.
Enterprise Vault Event Log Error:
Log Name: Veritas Enterprise Vault
Source: Enterprise Vault
Date: 10/7/2020 3:18:18 AM
Event ID: 41519
Task Category: Enterprise Vault Search
Level: Error
Keywords: Classic
Description:
Unable to load user preferences. Check whether Enterprise Vault Directory Service is running.
V-437-41519
In a Dtrace of the w3wp process:
{EVS} Exception: Object reference not set to an instance of an object. Info:Failed to load User preferences. || User: EV\vaultadmin || Diag: Type:System.NullReferenceException ST: at Symantec.EV.Search.Client.Host.Shell.OnPageLoad(EventArgs e) Inner:None
Note: A working Dtrace should show {EVS} parsing the search policy as below. Dtraces experiencing this issue will not show these lines which indicates the root cause.
{EVS} Preferences not found. || User: JDL\vaultadmin
{EVS} End PreferenceConfigurator::Load() || User: JDL\vaultadmin
{EVS} Start Common::GetUserPolicySettingsFromXmlString() || User: JDL\vaultadmin
{EVS} Started parsing of User Policy Xml string:
{EVS} Common:ParseTagsSearchPolicyXML Tags xml received :
{EVS} Common:ParseTagsSearchPolicyXML Before Parsing || User: JDL\vaultadmin
{EVS} Common:ParseTagsSearchPolicyXML After Parsing || User: JDL\vaultadmin
{EVS} Completed parsing of User Policy Xml string. || User: JDL\vaultadmin
{EVS} End Common::GetUserPolicySettingsFromXmlString() || User: JDL\vaultadmin
Cause
Client Access Search Provisioning Group & Search policies are missing from the vault admin console.
Resolution
Create a new Client Access Search Provisioning Group & search policy then run the client provision task to provision the users to access the Enterprisevault Search.
Issue/Introduction
Additional Information
