Error Message

Access Denied error in the application which tried to open the file.

A Dtrace on EV Server of  EvNetAppCModePHSvr process shows the following:

19102    05:40:46.128     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:L    {OpenFileRequest::Process:#648} The file \\EVServer\Volume$\FolderName\FileName is an Enterprise Vault placeholder and will be restored
19103    05:40:46.128     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:L    {WorkItem::ExtractPlaceholderData} (Entry)
19104    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:L    {WorkItem::ExtractPlaceholderData} (Exit) Status: [Success]
19105    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:L    {OpenFileRequest::DownloadFile} (Entry)
19106    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:L    {CDownloadFile::ThreadMain} (Entry)
19107    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:L    {CDownloadFile::UpdateIntranetZoneSites} (Entry)
19108    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:H    |[CDownloadFile] Inside UpdateIntranetZoneSites
19109    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:L    {CDownloadFile::UpdateIntranetZoneSites} (Exit) Status: [Success]
19110    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:L    WinHttpConnect handle = 0x3345ac0 for URL=https://EVServer.DomainName.com/EnterpriseVault/download.asp?VaultID=124A51A635852B14EA1E898BE9064A7701110000EVServerName&SavesetId=201912287518838~201803071006110000~Z~502A9870D196073B757480775B9A7691&Request=NativeItem&EVHeaders=1&HashName=SHA256
19111    05:40:46.144     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:H    ConnectForSegment:/EnterpriseVault/download.asp?VaultID=124A51A635852B14EA1E898BE9064A7701110000EVServerName&SavesetId=201912287518838~201803071006110000~Z~502A9870D196073B757480775B9A7691&Request=NativeItem&EVHeaders=1&HashName=SHA256&Segment=0
.
19121    05:40:47.316     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:H    Exception occured in CDownloadFile::ThreadMain(), error 0xc0045013
19122    05:40:47.316     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:H    exit with failure, error: 0xc0045013
19123    05:40:47.316     [27884]    (EvNetAppCModePHSvr)    <26084>    EV:H    {CDownloadFile::ThreadMain} (Exit) Status: [The attempt to connect to the server failed      (0xc0045013)]
19124    05:40:47.316     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:H    Exception occured while recalling file \\?\UNC\EVServer\Volume$\FolderName\FileName
19125    05:40:47.332     [27884]    (EvNetAppCModePHSvr)    <6940>    EV:L    {EVPHCommon::GetFilerVersion:#549} Entry
19126    05:40:47.332     [27884]    (EvNetAppCModePHSvr)    <6940>    EV:M    {EVPHCommon::GetFilerVersion:#639} Exception occured, error 0x80070003

19139    05:40:47.332     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:H    Failed to reset file size while handling recall failure for file \\EVServer\Volume$\FolderName\FileName, error code 0x80070003. Placeholder will appear to be of 0 KB.
19146    05:40:47.332     [27884]    (EvNetAppCModePHSvr)    <26852>    EV:H    {OpenFileRequest::Process} (Exit) Status: [Access is denied.  (0x80070005)]

When the file request hits the EV Server, a download.asp call is made to retrieve it from the archive. If this call fails, the PH recall does not work.

There can be several reasons why the call can fail with this error:

1. EV Server FQDN (as seen in Dtrace) not resolving to the correct EV Server.
2. WinHttp proxy configured on the EV Server.
3. IE or IIS restrictions configured.
4. If https is enabled in EV, the same not reflected in IIS.

1. Check the HostFile and DNS entries to ensure that the EV Server FQDN as seen in the Dtrace resolves to the correct EV Server which hosts the archive containing the requested item.
2. In cmd, run the command netsh winhttp show proxy. If there is a proxy configured, update it or remove it so that the request goes through.
3. Check if any IE or IIS restrictions are in place.
4. Check and confirm if the SSL binding on EV Server IIS is properly configured with the correct SSL certificate.