Client Search Tool slow to start

No other autentication issues that I am aware of. All users are logging on to the network, and opening Outlook just fine. Mail is being sent and received properly.

The query service on the EMC server starts fine. It does hang occassionally which requires me to kill the process, and restart the service. (But that is another issue in itself.)

There are no secuity failues on any of the DCs event viewer.

Yup. Query service was restarted, nothing changed.

While it appears that it is taking a while to load, it is good that it is actually working after the 30 seconds...

When we are launching the search plugin, it is looking to properly authenticate the user's search rights.

Things I'd look into:

- Restart the Legato EmailXtender Query Service on the EX server.
- Verify that the client that you are using is a 4.81.409 Search plugin.

Try that for a start.

Are you experiencing this on all client machines?

Are you having any other authentication related delays? Other than this EMC product?
Can users log on ok?
Does Outlook open for users no problem? (if you are using Outlook?)
Check the Event logs on your DC maybe?

Reason i mention the DC is that if the query service is trying to authorize and it can't, something greater may be wrong. OR just the EMC server in general may have an issue too?

When I was initially looking at your question, I wasn't expecting the plugin to start at all.

Were you able to Restart the Query service?

Yes, the problem being experienced occurs company wide, and I can confirm that all clients are of the same version as the server.

And what diod you mean by "While it appears that it is taking a while to load, it is good that it is actually working after the 30 seconds..."

Does it normally take longer, or you are surprised that the client search tool works at all..?

If an EMC tech is watching, maybe they can provide a description of what the Xtender Plugin does when launching, and whether there are any logs to look for on the client.

The one thing i know it does is that it trys to find the EMC Xtender server. How, I'm not sure.

Background:
In one of my previous cases opened with EMC, i was given an optional registry entry to enter into the client's registry. what it did was TELL the client where the Xtender services are, instead of forcing the client to look for it. I think this was applicable for when users were opening shortcuts though, not the plugin.

WDU - we have the same issue - how many servers do you have? We have 18 Xtender servers, it takes around 3.5 - 4 minutes to open the client or 12 - 15 seconds per server to authenticate. Do the maths with your environment.

We "finally" got confirmation that they are bringing out a hotfix for it. It was due to be released last Friday 15th but was delayed.

Check with your support rep but we rolled back to 4.7 client and it autheticates within seconds.

If it helps my Service Request ID: 24291040

The Hotfix record that EMC have is SDR22594

We only have one server in our environment. But from my client to the server it take 26 seconds. And both the server and my workstation ahve a dedicated 1G connection to the core switch.

Hi,

Maybe adding the EXLIST key to the registry might do the trick.

[HKEY_LOCAL_MACHINE\SOFTWARE\EMC\EXShortcutAddin\EXLIST]
"EXServer1"="http://YourExServerName/EXShortcut/query.asp"

The users need full control on this key.

We used to have an issue regarding the resolving of shortcut messages. This took 20-30 seconds. After the above key was added, it took only 2-3 seconds. In the end this was caused by a missing DNS entry.

We now only use this key for a remote site, which connects to our Exchange environment using a VPN connection.

Hope this helps,

Kind regards,

Duncan