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Troubleshooting

So this is a tool that has gone through a few versions and now they’ve finally made it publicly available for consumption.  I have to say it’s pretty cool.  ALOT of thought and work went into developing this nifty deal.

I highly recommend running this tool whenever there’s an issue related to EV and OWA and before deploying the EV OWA extensions for the first time.   Download it HERE

It generates a cool HTML report in your browser immediately after it runs so you don’t have to track down a log file…

If you still can’t resolve the issue after reviewing the report, then enable logging in the WEB.CONFIG file.  You’ll find this file on the CAS server here: \Program Files\Microsoft\Exchange Server\ClientAccess\Owa\

The setting is: <add key=”EnterpriseVault_LogEnabled” value=”true”/>

Once you enable logging, reproduce the issue.

The log file will be located here: “C:\Program Files\Enterprise Vault\OWA 2007\logs”

Open the log and look for “exception”.  In most cases, you’ll find the exact error and you can then perform google searches or use the Symantec support site. There are plenty of articles talking about different scenarios and most likely you’ll find a solution.

How to enable a user for Enterprise Vault

  1. First determine if the user is part of a Provisioning Group.  These can be found by expanding Enterprise Vault > Directory on > Site Name > Targets > Exchange > Domain name >  Exchange Server > Provisioning Group
  2. If they are in a group, proceed to Step 7, otherwise continue with Step 3
  3. Add the user to the proper Provisioning Group based on business needs/configuration by going to the properties of the group and clicking on the Targets tab
  4. Now run the Provisioning Task under:  Enterprise Vault Servers >  Servername >  Tasks  Note: in a multiple server environment, only one server will run this task
  5. Simply right-click the task > run now > normal mode
  6. The task “status” will show ‘Processing’.  Once it completes it will show a status of ‘Running’
  7. From the Tools menu at the top of the MMC, choose Enable Mailboxes
  8. The first screen asks for the Exchange server where the mailbox resides. Select it, choose Next
  9. Choose Next
  10. The next screen shows all the available mailboxes than can be enabled.  Be sure that the top radio button is selected for “New mailboxes only”.  Choose the mailbox and click next.  Note:  If the mailbox is not listed, it means that there was a problem with provisioning the mailbox.  See section below for troubleshooting steps.
  11. On the next screen, verify that the vault store, indexing service, & retention category settings are correct.  The settings are read from the Provisioning group so in most cases should have to be changed. However, if they do require a change, click the “change” button.
  12. Click Next twice, and finally Finish.
  13. That’s it.  If the Outlook Add-in has not been installed, do so at this point.

 

Troubleshooting Provisioning

  1. Go to the properties of the provisioning task on the reports tab and verify that ‘full’ logging is enabled. If it’s not, enable it, restart the task, and perform a run now in normal mode
  2. When it’s completed processing, browse to:  c:\program files\enterprise vault\reports\exchange provisioning
  3. Open the most recent report in notepad and do a search for the user in question.  Most of the time it will indicate exactly what the problem is and from there it can be corrected.

Here’s Part 1 for client trace troubleshooting.

Many times we need to troubleshoot at the client level when a user or users are having issues with the Enterprise Vault add-in. Problems include:

Vault Cache, Virtual Vault, shortcut retrieval, using the EV toolbar buttons, and the list goes on.

It’s important to understand when it’s a server or client based issue.  Anytime there’s a problem at the client level, the first step I always do is log onto the EV server as the vault service account, open the users mailbox by creating an outlook profile and attempting to reproduce the problem.  If you cannot repro it, then we know the problem is somewhere with the client specifically.  If you can repro, then start looking at both client/server.

For this post, we’re dealing with client problems.  So for example if a user cannot open a shortcut, or synchronize vault cache, etc, first thing is to enable a client trace.  It’s really easy.

1. Open Outlook on the client.

2.  Hold the Ctrl+Shift keys and click on any of the EV icons on either:

3. Click the 4 – Maximum tracing radio button.

4. Click OK.

5. Click OK.

6. Close Outlook.

7. Reopen Outlook.

8. Repeat the operation that is generating the error.

9. Hold the Ctrl+Shift keys and click on any of the EV icons on the toolbar to bring up the EV Diagnostics window.

10. Click the Open Log button.

11. Save a copy of the ev_client_log file and send it to the Technical Support representative.

12. Close the ev_client_log.

13. Reset Level of logging required: to 1 – Errors only.

14. Click OK.

15. Click OK.

16. Close Outlook.

Enabling Client Tracing via the registry if the above procedure fails:

1. Set the following registry key on the affected client
HKEY_CURRENT_USER\Software\KVS\Enterprise Vault\Client

DWORD: LoggingLevel

Value: 3

Three levels of information can be logged:

0. Errors.

1. Information (default).

2. Tracing.

3. Tracing, with function calls.

2. Restart Outlook

3. Repeat the operation that is generating the error.

4. After the problem has been recreated, get the log file from your temporary files location by:

i) Click ‘Start’

ii) select ‘Run’

iii) type %temp% and then press return

5. The log file will have been created in the format:

ev_client_log2008xxxxxxx.log

What is Dtrace?
  • •Symantec’s internal debugging tool that provides in-depth information for troubleshooting specific issues
  • •It can log for all the EV EXE’s – Ie. ArchiveTask
  • •The content in the logging is based on the EV code. Most of it is cryptic such that it cannot be used without access to the code or and experienced technician.
  • •Dtrace can be run from the Admin console via wizard that uses pre-defined templates based on the issue OR can be run manually via command prompt
  • •In the event a support case is opened with Symantec, have these logs ready for them to speed up the process. 
How to run a Dtrace:
If you are tracing for an issue not mentioned in the Event logs, and you’re unsure which processes to trace, use the wizard in the Admin Console.  To make this available, turn on ‘Advanced Features’ from the Tools menu and it will show up under the EV server name as Traces. Otherwise follow the steps below.

Preferred method is to manually run Dtrace.exe from Start > All Programs> Enterprise Vault > Dtrace

This will open the cmd window with a DT> prompt

  1. Type the letter V, {enter}
  2. This is where you’ll reference the Event ID category name to know which process in the list to choose. Scroll thru the list, and take note of the number next to the process(es) to be traced
  3. At the DT> prompt, type:  set 4 v  {enter}    (replace the number with the one you wrote down in step above) Repeat for each number. Note that you can type the name of the process instead of the #.
  4. Type: log c:\evlogs\dtrace.txt {enter}
  5. Repro the issue and stop the trace by typing quit or log at the DT>
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