Document ID: 335411
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Problem enabling mailboxes with non-English character combinations in the Users LegacyExchangeDN attribute
Details:
When trying to manually enable a user who has special combination of characters that are relevant in a non-English alphabet, the operation will fail with the following error :-

"An error occurred enabling the mailbox 'XXXXXX'. Error : The mailbox does not have an entry in the Enterprise Vault Database."

Verification that this user does have an entry in the database can be performed using this SQL query :-

USE EnterpriseVaultDirectory
SELECT * FROM ExchangeMailboxEntry
WHERE DisplayName = 'DisplayNameofUser"


This issue is due to the collation setting on the EnterpriseVaultDirectory Database, an example of which would be the Hungarian_CI_AS setting. The Hungarian alphabet uses special character combinations for certain letters and these use a further combination of Upper and lowercase letters, e.g. sZs, sZ. This webpage shows more info regarding the Hungarian alphabet -  http://www.evertype.com/alphabets/hungarian.pdf . Due to the way SQL queries are constructed, these characters are not parsed correctly thus resulting in the error mentioned above.

Symantec Corporation has acknowledged that the above-mentioned issue is present in the current version(s) of the product(s) mentioned at the end of this article. Symantec Corporation is committed to product quality and satisfied customers.
This issue is currently being considered by Symantec Corporation to be addressed in the next major revision of the product. There are no plans to address this issue by way of a patch or hotfix in the current or previous versions of the software at the present time. Please note that Symantec Corporation reserves the right to remove any fix from the targeted release if it does not pass quality assurance tests or introduces new risks to overall code stability.  Symantec's plans are subject to change and any action taken by you based on the above information or your reliance upon the above information is made at your own risk.

Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.
Please contact your Symantec Sales representative or the Symantec Sales group for upgrade information including upgrade eligibility to the release containing the resolution for this issue. For information on how to contact Symantec Sales, please see <http://www.symantec.com/>

Workarounds

1) If this issue only affects a small number of users, you can change the LegacyExchangeDN attribute to all lowercase, thus allowing the SQL query to return correctly, and the mailbox to be enabled ( Useful reference for changing LegacyDN :    http://support.microsoft.com/kb/273863 )

or

2) If you have a high number of users, and modifying the AD attributes is not an option, you can do the following (this workaround utilises a 3rd party tool) :-

-Setup an event trigger on the Enterprise Vault server to monitor the event log, and on a specific event id run a remote SQL script to convert the LegacyMBXDN entries to Uppercase.

i) Download PSExec and store locally on the Enterprise Vault server (  http://technet.microsoft.com/en-gb/sysinternals/bb897553.aspx )

ii) Create the following SQL Update command on the SQL server managing the Enterprise Vault databases and store as a .txt file (example name UC.txt) :-

USE EnterpriseVaultDirectory
UPDATE ExchangeMailboxEntry set LegacyMbxDN=upper(LegacyMbxDN)

iii) Create a batch file (example name sql_convert.bat) on the same SQL server to invoke a SQLCMD statement, an example of which is shown below :-

CD "C:\Program Files\Microsoft SQL Server\90\Tools\Binn"
sqlcmd -i c:\uc.txt

iv) Create the following PSExec batch file, to remotely run the batch file created in step (iii) and store on the Enterprise Vault server (example name rem.bat) :-

psexec \\SQL_Server_Name c:\sql_convert.bat

v) Setup an eventtriggers job on the Enterprise Vault server. We are triggering on the event id created at the end of a Provisioning Task run which is :-

Event Type: Information
Event Source: Enterprise Vault
Event Category: Exchange Provisioning Task
Event ID: 41104
Date: 15/10/2009
Time: 16:59:54
User: N/A
Computer: EV
Description:
The Exchange mailbox provisioning task has completed.

Task: Exchange Provisioning Task for home.local

Domain: home.local

For more information, see Help and Support Center at http://evevent.symantec.com/rosetta/showevent.asp



The following is an example script to setup the event trigger for Enterprise Vault V8 :-

eventtriggers /create  /TR "SQL Upper Case" /l "Symantec Enterprise Vault" /eid 41104 /t Information /tk c:\rem.bat



The following is an example script to setup the event trigger for Enterprise Vault V2007 and V7.0 :-

eventtriggers /create  /TR "SQL Upper Case" /l "Enterprise Vault" /eid 41104 /t Information /tk c:\rem.bat


When this issue has been formally resolved, these triggers should be deleted using the following script (this example will delete ALL triggers) :-

eventtriggers /delete /TID *

If you are already using the eventtriggers application you need to identify the Trigger ID of the job created for Enterprise Vault, and delete that one. This can be done by doing the following :-

eventtriggers

with no switches displays the triggers setup, then noting the "Trigger ID" you can then run the following :-

eventtriggers /delete /TID X



Supplemental Material:

System: Ref.#Description
ETrack: 1861794 Unable to enable mailboxes due to language issue.

Products Applied:
 Enterprise Vault for Microsoft Exchange 2007 7.5, 7.0, 8.0
Last Updated: October 19 2009 09:59 AM GMT
Expires on: 04-13-2010
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Subjects:
 Enterprise Vault for Microsoft Exchange
   Administration: Problems Enabling Mailboxes

Languages:
 English (US)

Operating Systems:
Windows Server 2003

Enterprise SP2