Troubleshooting EV Export Issues (4274453)

EV Exports not working

If Archive Shuttle is unable to export data from Enterprise Vault, the following steps and information will help Support investigate the issue:

General Information

– EV version

– Location of the EV Export Module (is it on an EV Server)

– Archive Shuttle Core version

– Archive Shuttle modules version

Steps to follow

Is it all items for all mappings?  Yes/No.   If Yes, go to step 1, if no, go to step 2.

Step 1

Check the staging area is configured for the links which are required.

– Some links may not have the default staging area.

– Check the staging area is accessible from the location where the export modules are installed

– Collect a screenshot

Check modules are associated with the links

– Some links may not have had any modules configured for them

– Collect a screenshot

Check the modules are enabled

– This is on the ‘Modules’ page

– Collect a screenshot

Check the modules are scheduled appropriately

– This is on the ‘Modules’ page

– Collect a screenshot

Step 2

Is it some items for all mappings?   Yes/No.  If Yes continue with this step, if No go to Step 3.

Check the Failed Items screen for the mappings

– Remember to select the link when entering the Failed Items screen for the first time

– Collect a screenshot

Check the error that has been presented on the Failed Items Screen

– Often the error will indicate what the problem is, or where to check

– Collect a screenshot

Check that the items can be downloaded

– Click on the ‘Download’ link. This will call download.asp for the item, from Enterprise Vault

– Does the item download successfully? Yes/No

– Does the item open correctly in Outlook? Yes/No

Try reprocessing the items from the failed items screen which will submit them to the export module again.

– It may take a few minutes for the items to actually get reprocessed

– Check the Failed items screen afterwards

– Indicate whether the errors are the same and collect a screenshot. Same error? Yes/No

Try reprocessing the items by clicking on ‘Failed Exports’ on the Stage 1 screen

– It may take a few minutes for the items to actually get reprocessed

– Check the Failed Items screen afterwards

– Indicate whether the errors are the same and collect a screenshot.  Same error? Yes/No

Check the license has not expired

– Take a screenshot of the license page. Note: The license is month/day/year format

Step 3

Did export start, and then just stop? Yes/No.  If Yes continue with this step.

Check that the module doesn’t have a scheduled defined

– This is on the ‘Modules’ page

– Collect a screenshot

Check the Health Dashboard and ensure that the link is not used up (ie watermarks and ‘exported but not imported’)

– Collect a screenshot

Check the disk space thresholds on the Health Dashboard

– Collect a screenshot

Select ‘Hanging Exports’ on the Stage 1 screen

– Describe what happens

– Wait 1-2 minutes, and refresh the Stage 1 screen to see if the exports start again

Check the ItemRoutingErrorCount in the ItemRouting table in SQL

– If the error count is 10 or higher, the items will not be automatically reprocessed

– They can be manually reprocessed by changing the Error Count in SQL, or from the Failed Items screen

Check the license has not expired

– Take a screenshot of the license page. Note: The license is month/day/year format

Step 4

Gather logs

– Ensure that the module is configured for TRACE level logging

– This is done on the Modules page

– Reprocess the item(s), or click on ‘Failed Exports’, or click on ‘Hanging Exports’ on Stage1 screen

– Wait 1-5 minutes

– Generate a ‘Support Bundle’ for review by Support