How to Diagnose a Failed Export
|Article:HOWTO77324|||||Created: 2012-07-23|||||Updated: 2012-08-18|||||Article URL http://www.symantec.com/docs/HOWTO77324|
Introduction Diagnosing a Failed Export
Once you have selected the Finish option, the export will complete, and you will be given the opportunity to download a zip file. This zip file will contain the files necessary to debug your export.
Among other files, the zip file will contain:
If you had selected the Retry option, you will have multiple versions of the above files (e.g., summary_1.xml, recoverable_urn_1.xml).
How to troubleshoot documents that failed to export >>
1. Open up the latest recoverable_urn.xml.
Each <Message> element corresponds to a document that would not export.
To extract a list of Document id from the recoverable_urn, please refer to the support note titled
How do you extract document IDs from a recoverable_urn.xml?
2. In the Clearwell interface, copy one or more DBIDs from the recoverable_urn.xml entries into Advanced Search >> Identifiers >> Document IDs, and then select Run Search.
3. When the results return, click View to open the document.
• If the document content displays properly, it means that Clearwell has connectivity to the source case files. A Retry of the export job should work.
• If a Content source is offline or unreachable message is displayed, Clearwell cannot retrieve the document. Look at the document locators to determine what type of document it is and where the sources are located.
• Loose files
Verify that you can access the document from its source location. If it’s there, check permissions and confirm that you have access to the file.
Check the server.log under Case Management >> System tab >> Manage Logs >> View Logs tab for error messages surrounding the file(s) being retrieved.
• Documents from a PST file
Warning: Before continuing, verify that you are NOT accessing the source location from any other window (for example, Explorer). Then, try restarting the EsaPstRetrieverService on the appliance. After the restart, re-run the search and see if the document is retrievable.
• Documents from an NSF file
Warning: Before continuing, verify that you are NOT accessing the source location from any other window (for example, Explorer). Then, try restarting the EsaNsfRetrieverService on the appliance. After the restart, re-run the search and see if the document is retrievable.
4. If you are still unable to determine why the files did not export, please contact Clearwell Support
a. supply the latest summary.xml and recoverable_urn.xml files.
b. Upload the system logs under Case Management >> System tab >> Manage Logs >> Send Logs to Clearwell tab, and indicate the name of the case that had the failed export.
Article URL http://www.symantec.com/docs/HOWTO77324