How to Diagnose a Failed Export
|Article:HOWTO77324|||||Created: 2012-07-23|||||Updated: 2014-08-29|||||Article URL http://www.symantec.com/docs/HOWTO77324|
Diagnosing a Failed Export:
Once the Finish option has been selected, the export will complete, and it will display the link to download a zip file. This zip file will contain the files necessary to assist with diagnosing the failure.
Among other files, the zip file will contain:
If the Retry option was selected more than once, there will be multiple versions of the above files (e.g., summary_1.xml, recoverable_urn_1.xml).
To troubleshoot the documents that failed to export:
1. Open up the latest recoverable_urn.xml.
Each <Message> element corresponds to a document that did not export. To extract a list of Document Ids from the recoverable_urn.xml, refer to article listed below.
2. In the Clearwell User Interface(UI), copy one or more Document IDs from the recoverable_urn.xml entries into the Advanced Search > Identifiers > Document IDs, and then select Run Search.
3. When the results return, click Review to open the document.
• If the document content displays properly, it means that Clearwell has connectivity to the source case files. Retry the export job.
• If a Content source is offline or unreachable a message is displayed stating Clearwell cannot retrieve the document. Look at the document locators to determine what type of document it is and where its sources are located.
• Loose files
Verify access to the document from its source location. If it is there, check permissions and confirm the access to the file.
Check the server.log under System > Logs > View Logs tab for error messages surrounding the file(s) being retrieved.
• Documents from a PST file
Warning: Before continuing, verify the source location is not being accessed from any other window (for example, Windows 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 the source location is not being accessed from any other window (for example, Windows 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 Clearwell logs under System> Logs > Send Logs to Clearwell tab, and indicate the name of the Clearwell Case that had the failed export.
Article URL http://www.symantec.com/docs/HOWTO77324