![]() ![]() resourcePoolStatusMonitor_ subscription.Note: You should have one of these topics for each resource pool that has a Conversion agent in your environment. subscriptions – one for each SignalR hub connected. Check the following topics and associated subscriptions exist using the Service Bus Explorer:ĬonversionCompleteAgent_Priority subscription. ![]() Ensure the Service Host Manager Windows service is started and running.Ensure the kCura EDDS Agent Manager Windows service is running on the agent server for the Conversion agents and the Conversion Complete agents.For more information, see Restarting an application pool. If changes to your instance settings are required, you must restart the Document Viewer application pool, delete, and then recreate your Conversion agents and your Conversion Complete agents.For more information, see Service bus connection errors. If the message column never changes to Idle, you should check the Errors tab. Re-enable the agent, and then wait for the message column to show Idle.Verify that the Conversion agent and the Conversion Complete agent is enabled in the resource pool.The following section includes the steps for resolving timeout errors for the Document Viewer service.įor the Document Viewer service, use the following steps to resolve timeout errors: You may experience timeout errors when attempting to display a document in the viewer. Document does not exist or is unreachable. If retrying doesn’t help, refer to the Errors tab for more information.Ĭache Entry location path is empty or invalid.Ĭache entry location is unreachable or does not exist.Īn error occurred when validating the cache entry.Įxample error messages related to downloading documents.Īn error occurred when downloading the document part.Verify that the document location in the converted cache file table contains the files listed in the table.Click the Retry link that appears when conversion fails while loading the viewer.Error messageĮxample error messages related to cache entries. If you find that a document that was previously accessible on the viewer is no longer accessible, verify that the information in the table is accurate. The table contains the location of the converted file and possible error message. The Converted Cache File table collects information on previously converted files. Converted Cache File and downloading document errors You can use the following information to troubleshoot errors that occur when running the Document Viewer service. Other errors in the viewer get logged in the Errors tab for future reference. Many of the errors you encounter while using the viewer appear in the viewer itself for easier troubleshooting. Upgrade considerations for Relativity Server 2021.Oracle Outside In Technology 8.5.3 Supported Formats.For more information, see the following resources: Because natives are converted for the viewer technology using Oracle’s Outside In Technology, you can always check supported file types. The document’s file type isn’t supported.The user doesn't have permissions to view the native, image, or production image.The document is password protected and the password isn't in the password bank.The document doesn't have a native, an image, or a production image.The following scenarios related to documents aren't supported by the viewer: For more information, see Conversion errors related to agents. You may encounter document errors when using the Conversion agent and the Conversion Complete agent. If the error appears on only one or a few specific documents, it may be due to scenarios that Relativity doesn't support. Try to view different types of documents in the viewer. You can use the following information to troubleshoot errors that occur with a document or its native when running the Document Viewer service. This page includes the following information: Since an environment reset requires you to disrupt Relativity access for users, perform it during off-peak hours. You may need to reset the environment, but you should only perform this task as a final troubleshooting measure for all components of document conversion. If an error persists, you may want to review the discussion of performance considerations for larger Relativity environments. Troubleshooting information is provided for each component of the viewer. This troubleshooting information applies to issues that occur when using the Document Viewer service to facilitate conversion requests for the viewer. You can use the following information to troubleshoot and resolve issues that occur when attempting to access a document in the viewer, or when mass converting documents.
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