RDM fails to retrieve data for display in the iConsole

Document ID : KB000124337
Last Modified Date : 10/01/2019
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The CA Data Protection Remote Data Manager (RDM) is unable to retrieve data from a mail archive (for example Symantec Enterprise Vault) in a timely fashion, this  results in failed iConsole Searches.  The iConsole logs record errors similar to the one below:

Dec 24, 2018 18:06:06.352 <user> E19FF TID:0x0000298c An unexpected Exception was thrown: "Thread was being aborted." at idata.CEvent.Cache(CEvent* , CWgnLogFile* , IWgnSession* , Boolean , CErrorInfo* , Boolean ) at WgnWebEventData.CWgnWebEventData.CanAccessEventID(String pSessionID, IWgnSession* pSession, Int64 idEventUID, Int64 tsEvent, CErrorInfo* Err, Int32* pbGranted) at WgnWebEventData.CWgnWebEventData.CanAccessEvent2(String pSessionID, String pEventID, String pSearchID, Boolean& pbGranted, EventType& ppEventType) InnerException: 

CA Data Protection 15.x with RDM installed.
In some busy network environments where there is congestion or where extremely large files need to be retrieved the default retrieval time of 5 Minutes may not be suffcient for the task to complete successfully.
The solution to this issue is to increase the maximum period of time that CA Data Protection will allow for the RDM to fetch a file from the archive.

This is configured via the 'GlobalFileRetrieveTimeoutMilliseconds' registry setting on the RDM machines.

Add the registry key 'GlobalFileRetrieveTimeoutMilliseconds' on the RDM machines under the key

HKEY_LOCAL_MACHINE\SOFTWARE\ComputerAssociates\CA DataMinder\CurrentVersion\Remote Data Manager

and set the REG_DWORD value to 420,000 (equivalent to 7 minutes).

Please refer to the documentation (link below) for further guidance.


Additional Information:
Orchestria, Orchestria EMP, Orchestria APM, CADLP and CA DataMinder are all previous brands for the product now known as CA Data Protection.

CA is a Broadcom company.