Error Message

Error listed in the Case Properties page in the DA Client:

Legal Hold Thread - worker thread (X)
Case ID: X
Number of tries: X
Cause:Exception from HRESULT: 0x80040303

Errors in a DTrace of the AcceleratorService process when attempting to remove Legal Holds:

[1234]    (AcceleratorManager)        EV-H    {GenericDirMethodHandler} Exception: The RPC server is unavailable. (Exception from HRESULT: 0x800706BA) 
Info:{C}  Diag:HRESULT: 800706ba 
Type:System.Runtime.InteropServices.COMException 
ST:   at KVS.EnterpriseVault.Interop.DirectoryConnectionObjectClass.GenericDirectoryRequest(String entryID, String requestXML)
|   at KVS.Accelerator.Server.GenericDirMethodHandler.SendRequest(Int32 attempt, String dirNameOrEntryID) 
Inner:None
[1234]    (AcceleratorManager)        EV-M    {GenericDirMethodHandler} {C} The UnauthorizedAccessException received from [.] Directory service usually indicates the service is not running.
[1234]    (AcceleratorManager)        EV-H    {-} {DirectoryResponse} {C} No response received from Directory request; failed to send request.

[5678]    (AcceleratorManager)    <6789>    EV:H    {VaultCreateInstanceRequest::CreateInstance} CLSID [{F4D3EB5B-C7C5-11D1-90DB-0000F879BE6A} (EnterpriseVault.DirectoryService.1)] Server Name [.] Used Server Name [] Num of attempts [5] Total elapsed [Xs] Result [Access is denied.  (0x80070005)]
[5678]    (AcceleratorManager)    <6789>    EV:H    {CBaseDirectoryServiceWrapper::GetInterface} HRXEX fn trace : Error [0x80070005], ref(1): [.], [d:\builds\13_\ev\v-prod-s\sources\source\directory\directoryconnection\directoryservicewrapper.cpp, lines {. . .}, built . . .].
[5678]    (AcceleratorManager)    <6789>    EV:H    {CDirectoryConnectionObject::GenericDirectoryRequest} HRXEX fn trace : Error [0x80070005], [d:\builds\13_\ev\v-prod-s\sources\source\directory\directoryconnection\directoryconnectionobject_2.cpp, lines {. . .}, built . . .].
[5678]    (AcceleratorManager)        EV-M    {GenericDirMethodHandler} {C} The UnauthorizedAccessException received from [.] Directory service usually indicates the service is not running.

The issue is caused by having DA installed on the same server as Compliance Accelerator (CA). Installing CA and DA on the same server is not supported and is clearly stated in the Installation Guides.

The CA Installation guide lists the following under the section titled 'Installing the Compliance Accelerator server software':
"Installing this software on a computer on which you have also installed the Discovery Accelerator server software is not supported."

The DA Installation guide lists the following under the section titled 'Installing the Discovery Accelerator server software':
"Installing this software on a computer on which you have also installed the Compliance Accelerator server software is not supported."

The Installation Guides for previous CA/DA versions may state:
"Do not install the Compliance Accelerator and Discovery Accelerator server software on the same computer."

The product documentation can be found at https://www.veritas.com/support/en_US/article.100040095.

To determine if CA and DA are installed on the same server, review the programs installed on the server as follows:

1. Open the Programs and Features control panel under Start | Control Panel | Programs and Features. Alternate methods:
Press the Windows key + I | select Apps (or Apps & features)
Press the Windows key | type appwiz.cpl | press enter

2. Check the list for Enterprise Vault Compliance Accelerator and Enterprise Vault Discovery Accelerator being listed.

If it is confirmed CA and DA are installed on the same server, this is an unsupported configuration and the cause of the issue.

The only potential solution is to uninstall both CA and DA, then to install CA on one server with a new CA Configuration database and DA on another server with a new DA Configuration database, finally to connect to the existing Customer databases and test functionality. Please contact technical support for further review.

Notes:

1. This is not a guaranteed solution as it depends on how long CA and DA have been installed on the same server and on how much activity has been generated in all CA and DA Customers.

2. There is a possibility the CA and DA Customer databases may have been affected to the point of being unusable, even after installing CA and DA on separate servers - in such cases, the only option is to create new Configuration, Customer (and Custodian Manager if DA) databases, essentially starting fresh.

3. Having the Enterprise Vault Compliance Accelerator Client and Enterprise Vault Discovery Accelerator Client listed is supported and does not have any bearing on the issue.