Symptoms
No open volumes are able to close from Msgcenter share and unable to open/preview any data for messages archived prior to that point-in-time (i.e. old data on closed volumes). However, data from open volumes remains available to accessThe Data Unavailability extends to Web Search, Discovery Manager Search and Shortcut messages.When testing the assigned ATMOS storage device on the problem archive folder using the Test Connection Button, we read these errors in the ExMMCAdmin Trace log:
Failed to create object.error'error:140770fc:ssl routines:ssl23_get_server_hello:unknown protocol'|coes1atmosaccess.cpp(2296)
http request error. http status code '35', error description 'error:140770fc:ssl routines:ssl23_get_server_hello:unknown protocol'.|coes1atmosaccess.cpp(2750)
Also, when reviewing error log entries in the ExAsArchive.exe.log trace log (EMC SourceOne Archiving service) we see numerous errors similar to the following :
Cfolderatmos::getmsg|error | failed to retrieve on-disk message id: error: 0x86042507 (0x860******24) [exasarchive.exe,Cexmsgutils.cpp(625).cexmsgutils::getiexmsgfrombufferedfileondisk] >cannot open file: *******************. error # 2 (0x86040123) [exasarchive.exe, cexmsgutils.cpp(321).cexmsgutils::getiexmsgfrombufferedfileondiskusingmemory] >crystal: retention extendErrorcoes1atmosaccess.cpp(1486).coes1atmosaccess::atmosdownloadpartialfile] >no matching results found for the query 'a' (0x86042507) [exasarchive.exe, cexmailfile.cpp(737)Cactiveretrievesession::getmsgbyid | error | invalid pointer (0x80004003) failed to retrieve on-disk message id: error: 0x86042507 (0x860******24) [exasarchive.exe,Folderatmos.cpp(994).cfolderatmos::getmsg] >failed to retrieve on-disk message id: 52a624e23b8aebc50403115db91269358f3d52e56c3eb69f00 error: 0x86042507 Cexmsgutils.cpp(625).cexmsgutils::getiexmsgfrombufferedfileondisk] >cannot open file: . error # 2 (0x86040123) [exasarchive.exe,cexmsgutils.cpp(321).cexmsgutils::getiexmsgfrombufferedfileondiskusingmemory] >crystal: retention extend error (0x860******bb) [exasarchive.exe, coes1atmosaccess.cpp(1486).coes1atmosaccess::atmosdownloadpartialfile] >no matching results found for the query 'a' (0x86042507) [exasarchive.exe, cexmailfile.cpp(737).cexmailfile::unpackmailfileblobattachment]
Cause
The HTTP and TLS 1.2 protocols used to connect and do handshake with the ATMOS device and the SourceOne ATMOS API device driver are being rejected.
Resolution
TLS 1.2 is supported in version 7.2.6.xxxx and above Hotfix Bundles and Service Pack kits are available for download via https://www.dell.com/support.* Please note, Hotfixes are only available for the most current patch or Service Pack versions of the product that were available when this problem was resolved.** Please note that it is always recommended to upgrade to the latest version of the SourceOne release, service pack and Hot Fix Bundle to ensure all currently resolved issues will be fixed including the issue as stated above
