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

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