Error Message

MM/DD/YYYY HH:MM:SS PM [ACD] : ClientChannelSink.SyncProcessMessage - ClientChannelSink SyncProcessMessage !!ERROR!!: URI: tcp://:8086/RBO_Configuration -- Method: GetConfigurationSettingsFull -- Error: PrincipalName for PrincipalID X not found in cache

 

All Configuration Setting changes are stored in the applicable Configuration database servicing the Customer in which the Setting change is made. The issue is caused by a recent Configuration Setting change not being correctly registered in the Configuration database. This is a rare circumstance and is usually caused when a user is connected to a Customer, clicks on the 'Connected to' hyperlink at the bottom left of the Client, selects a different Customer, then makes a Configuration Setting change. In such a condition, the ASP.NET cache may not fully update and stale ASP.net cache containing the user's information from the previous Customer is used to log the Configuration Setting change in the second Customer. This information may not be accurate or may not exist in the second Customer, thus causing the issue.

 

To avoid this issue in the future, it is best to close the Accelerator Client, re-open it, and then select the next Customer. Another option is to clear the Client cache before making any Configuration Setting changes. This can be done by holding down the Ctrl button on the keyboard and clicking on 'Veritas' or the Veritas logo at the lower right corner of the Client. The bottom banner will display 'refreshing cache....'  followed by 'Cache refreshed'.

Please contact technical support for assistance in resolving this issue.

 

Enterprise Vault (EV) Compliance Accelerator (CA) and Discovery Accelerator (DA) have certain Configuration Settings that can be edited to affect different functions with the product. These are visible in the Client in the Configuration tab, Settings sub-tab. Under rare circumstances, attempting to access the Settings sub-tab under Configuration either does not display any Settings or results in the Client appearing unresponsive. A review of the Accelerator Client log may show entries indicating a PrincipalName was not found in cache, as below. The Client log file is named CustomTraceFile.log and can be found in one of the following locations, depending on the product:
- Location for CA: %userprofile%\AppData\Local\Symantec Corporation\Enterprise Vault Accelerators\Compliance_Client\Logs\
- Location for DA: %userprofile%\AppData\Local\Symantec Corporation\Enterprise Vault Accelerators\Discovery_Client\Logs\