Accelerator Exports fail to retrieve items and log Event ID 6882 referencing Unspecified error 0x80004005 and internal reference CVault/RI/e

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Article ID: 100053707

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Description

Error Message

- Event Log entry on the EV Storage server(s):

Log Name:      Veritas Enterprise Vault
Source:        Enterprise Vault 
Event ID:      6882
Task Category: Storage Online
Level:         Error
Keywords:      Classic
Description:
Unable to complete retrieval request 
Reason:              Unspecified error  (0x80004005) 
Vault:               
Vault Id:          
Item Id:             
Reference:          CVault/HandleError/2 
Extended Item Info:  
Supplementary Info: 
ID: 6469
An exception has occurred.   [Internal reference CVault/RI/e]     

V-437-6882
 

- Sample DTrace log except from the Accelerator server:

[1234]    (AcceleratorService)    <5678>    EV:M    Error accessing SimpleStore. Attempt:1 EntryId:|hr=Unspecified error  (0x80004005)
[1234]    (AcceleratorService)    <5678>    EV:M    CItem::PerformItemGet Elapsed time x ms
[1234]    (AcceleratorService)    <5678>    EV:H    {CItem::PerformItemGet} HRXEX fn trace : Error [0x80004005], [d:\builds\16_\ev\vh-12.5-m\sources\source\storage\evstorageapi\item.cpp, lines {792,1352}, built ...].
[1234]    (AcceleratorService)    <5678>    EV:L    CAuthHelper::Reset Cancel registration? True CancelId: 0
[1234]    (AcceleratorService)    <5678>    EV:M    CItem::Get com_error raised Error [0x80004005] (err=80004005)
[1234]    (AcceleratorService)    <5678>    EV:M    CItem::Get Id: ArchiveId: hr: Unspecified error  (0x80004005)
[1234]    (AcceleratorService)    <5678>    EV:H    {CItem::Get} HRXEX fn trace : Unexpected fn exit path, returning error [0x80004005], [d:\builds\16_\ev\vh-12.5-m\sources\source\storage\evstorageapi\item.cpp, lines {728,769}, built ...].
[1234]    (AcceleratorService)        EV-L    {CMAPIPool} {C2} GETCMAPIFromPool(): Returned object x to pool.
[1234]    (AcceleratorService)        EV-M    {ProductionItem} Exception: An internal failure occurred. 
Internal Error: 'Unspecified error  (0x80004005)'. 
Info:{Cx}  
Diag:HRESULT: 80040306 
Type:System.Runtime.InteropServices.COMException 
ST:   at KVS.EnterpriseVault.Interop.IItem4.Get(Int32 DetailLevel)
|   at KVS.Common.VaultItem.Item.WriteItemToDisk(String vaultID, String savesetID, String format, String destFileName, Int32 msgType, String Extension)
|   at KVS.Accelerator.Production.ProductionItem.Export(Int32 ProductionItemID, String& strFileName, Int32& MsgTyp) 
Inner:None
[1234]    (AcceleratorService)        EV-L    {TraceTimer} {C2} [ 130ms] Timer - Fetching Message of type 1 savesetID vaultID took

- Sample DTrace log excerpt from the EV Storage sever:

[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CVault::RetrieveItem} (Exit) Status: [Exception occurred.  (0x80020009)]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {VaultErrorHandler::HandleError:#x} CVault setup ErrorId : [0xC0041AE2], CLogErr EventId : [0xC0041945]
[2345]    (StorageOnlineOpns)    <3456>    EV:L    CEventLog::EventIsAllowedByFilter - Thread event filtering - event [0xc0041945] was filtered out
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {VaultErrorHandler::HandleError:#x} Filtered Vault event log error(s): [ 
ID: 6469
|An exception has occurred.   [Internal reference CVault/RI/e]     |]
726    14:19:20.069     [2345]    (StorageOnlineOpns)    <3456>    EV~E    Event ID: 6882 Unable to complete retrieval request 
| |Reason:
|          Unspecified error  (0x80004005) 
|Vault:               
|Vault Id:          
|Item Id:             
|Reference:          CVault/HandleError/2 
|Extended Item Info:  
|Supplementary Info: | ID: 6469|An exception has occurred.   [Internal reference CVault/RI/e]     | |                     |
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CVault::RetrieveItem:#x} Exception occurred when retrieving Saveset [], returning 0x80004005
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::GetItemProperties} (Entry)
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CVault::GetItemProperties} Selector: ++0+...
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::ReadRetentionCategoryEntryId} (Entry)
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CRetentionCategoryIdentityCache::ReadEntry:#x} Reading RC ID [x] with Entry ID []: [0].
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::ReadRetentionCategoryEntryId} (Exit)
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::ReadPartitionEntry} (Entry)
[2345]    (StorageOnlineOpns)    <3456>    EV:M    {CVault::ReadPartitionEntry} Id: 0
[2345]    (StorageOnlineOpns)    <3456>    EV:M    {CVaultStorePartitionCache::ReadEntry:#x} There isn't an open partition for Vault Store [...]
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CPartitionCache::ReadEntry:#76} Vault Store ID x, Partition ID 0 available in cache
[2345]    (StorageOnlineOpns)    <3456>    EV:M    {CVault::ReadPartitionEntry} Partition Id:0VaultStore: HR=Success  (0)
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::ReadPartitionEntry} (Exit) Status: [Success]
[2345]    (StorageOnlineOpns)    <3456>    EV:M    {CVault::GetItemProperties}  Seq No:x Partition ID:0 Store Id:... CollectionId:True
[2345]    (StorageOnlineOpns)    <3456>    EV:L    {CVault::GetItemProperties} (Exit) Status: [Success]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    CVault::RetrieveItem Filtered non-reported event log error(s): [ 
ID: 6469
|An exception has occurred.   [Internal reference CVault/RI/e]     |]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CVault::RetrieveSaveset} (Exit) Status: [Unspecified error  (0x80004005)]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CStoreAccessor::RetrieveItem} (Exit) Status: [Unspecified error  (0x80004005)]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CSimpleStore::FetchItem12:#x} _com_error exception: [Unspecified error  (0x80004005)]
[2345]    (StorageOnlineOpns)    <3456>    EV:H    {CSimpleStore::FetchItem12} (Exit) Status: [Unspecified error  (0x80004005)]

- Sample DTrace log excerpt of the failed EVSVR DumpSaveset operation:

[4567] (evsvr) <5678> EV:H CVault::RetrieveItem Filtered non-reported event log error(s): [ ID: 6469|An exception has occurred. [Internal reference CVault/RI/e] |]
[4567] (evsvr) <5678> EV:H {CVault::RetrieveSaveset} (Exit) Status: [Unspecified error (0x80004005)]
[4567] (evsvr) <5678> EV:H {CStoreAccessor::RetrieveItem} (Exit) Status: [Unspecified error (0x80004005)]
[4567] (evsvr) <5678> EV:L {COperationSaveset::RetrieveItemWithRetry} (Exit) Status: [Success]
[4567] (evsvr) <5678> EV:H {COperationSaveset::LoadSavesetDVSAndSisParts:#x} _com_error exception: [Unspecified error (0x80004005)]
[4567] (evsvr) <5678> EV:H {COperationSaveset::LoadSavesetDVSAndSisParts} (Exit) Status: [Unspecified error (0x80004005)]
[4567] (evsvr) <5678> EV:L CLogFile::Write - [ ERROR: Failed to get recombined saveset. Error: Unspecified error (0x80004005) ]

- Sample EVSVR log excerpt of the failed DumpSaveset operation:

Starting DumpSaveset operation

Getting recombined Saveset (DVS) file
ERROR: Failed to get recombined saveset. Error: Unspecified error  (0x80004005)
Event Output: Unable to complete retrieval request      
Reason:           Unspecified error  (0x80004005)   
Vault:              ... 
Vault Id:          
Item Id:               
Reference:          CVault/HandleError/2   
Extended Item Info:    
Supplementary Info:  
ID: 6469 An exception has occurred.   [Internal reference CVault/RI/e]                                    (0xc0041ae2)
ERROR: GetRecombinedSaveset failed. Error: Unspecified error  (0x80004005)

Getting DVS File and SIS Part files
Centera Partition: ...; Collected: true; Clip-Id: ...
Event Output: Unable to complete retrieval request      
Reason:           Unspecified error  (0x80004005)   
Vault:              ...
Vault Id:          
Item Id:               
Reference:          CVault/HandleError/2   
Extended Item Info:    
Supplementary Info:  
ID: 6469 An exception has occurred.   [Internal reference CVault/RI/e]                                    (0xc0041ae2)
CDF written to: \Program Files (x86)\Enterprise Vault\Reports\EVSVR\EVSVR_DumpSaveset_\Parts\DS_....xml
ERROR: GetConstituentParts failed. Error: Class not registered  (0x80040154)

 

Cause

The issue is caused by one or more files associated with EV Storage not being properly registered in the EV Storage server(s)'s Registry. As there no direct references to a COM Class ID (CLSID) that is causing the errors, the specific file(s) that are improperly registered file(s) cannot be determined.

 

Resolution

To resolve this issue, the files associated with EV Storage must be re-registered in each EV Storage server's Registry. The following steps will accomplish this:

1. Log on to the EV Storage server as the Vault Service Account (VSA).

2. Open the Windows Services console and stop the Enterprise Vault Admin Service. Upon acknowledging the prompt, all EV services will be stopped.

3. Run the FileReRegister.bat utility to re-register all EV files:

3.1. Open an Administrative Command Prompt and navigate to the EV installation folder, typically at \Program Files (x86)\Enterprise Vault.

3.2. Execute the FileReRegister.bat utility.

3.3. Close the command prompt after the utility completes.

4. Start the EV services on the EV Storage server.

5. Repeat for all EV Storage servers.

 

Issue/Introduction

Running Enterprise Vault (EV) Compliance Accelerator (CA) or Discovery Accelerator (DA) Exports fail and log Event ID 6882 in the EV Event Logs on the EV Storage server(s) referencing 'Internal reference CVault/RI/e', as below. Running a DTrace on the EV Storage server(s) on the StorageOnlineOpns process during the Export shows exception entries referencing the same 'Internal reference CVault/RI/e'. Attempting to retrieve the item using EVSVR DumpSaveset also fails with the same reference.
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