Troubleshooting Enterprise Connect Client Issues

Earlier today I was asked to help troubleshoot an OpenText Enterprise Connect client issue in a pre-production quality assurance environment. It appears that testers were experiencing issues trying to open or edit documents stored in Content Server with the new desktop client. Today, the QA team was testing Enterprise Connect 10.5.2.178 with Content Server 10.5.0 and Enterprise Connect module 10.5.2.

The error being raised was:

Method ‘PrepareEditOpen’ not implemented for repository ‘CSTest2’

There was no problem accessing the test documents from the Content Server 10.5.0 web UI or via WebDAV.

Since the issue was showing up on the clients, I decided to turn on error logging in Enterprise Connect

Enabling Enterprise Connect Logging

1.Right-clicking the Enterprise Connect desktop icon.

2. Choose “Options” from the pop-up contextual menu.

3. When the Options window appears, click the “Logging Options…” button.

4. On the Logging Options page, check “Log Enabled” and select “Error” from the “Apply to All” drop down menu.

5. Set the “File Location” field to which ever folder works best for you.

6. Click the “Apply” and “Exit” buttons. Close the Options window.

7. Logout of Windows and login in again to activate logging.

At this point, I reproduced the error trying to view a document in Content Server using the Enterprise Connect client. when the error was reproduced, go back into the logging options and disable logging.

On my test machine, three logs were created: uc_explorer.log, uc_ucscore.log and uc_ucsync.log. Open the uc_ucscore.log file in your favorite text editor. I suggest Notepad++ over Notepad.

Scroll down to the bottom of the log to see the errors. I found the following:

08:15:18.41 [UCSCORE    ](4588): ERROR: Could not get service.
08:15:21.58 [UCSCORE    ](4588): ERROR: Can’t query Office Editor Documents: Could not find a part of the path ‘C:\Users\[WindowsAccountName]\AppData\Roaming\OpenText\OTEdit\[CSInstanceName]\c2149\’.
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.
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08:16:27.62 [    ](4588): ERROR: WebEditRequest.GetDocumentInfo: exception.type=System.NotImplementedException; exception.message=Server not capable of Webedit.Unreserve;

During my investigation, I noticed that the \c2149\ folder was not created on my client. Don’t get fooled by that error message. The real clue was the next line:

exception.message=Server not capable of Webedit.Unreserve;

This error says that the Content Server webedit module can’t do it’s job.

To verify the problem was with the Content Server instance and not the Enterprise Connect client installed on the PC, I added another URL connection string to Enterprise Connect for a disaster recovery instance and tested the ability to open documents. Enterprise Connect was able to open a copy of a test document that was in the DR instance just fine. So, the problem was at the QA Content Server.

Taking a look at the installed modules, I quickly discovered that the OpenText Enterprise Connect, Email Services and Content Server Web Edit modules where all at version 10.5.0. The Enterprise Connect client being tested as 10.5.2.

To finally resolve the issue, I backed up the OTHome directory (the path Content Server is installed into) and the SQL database and performed the upgrades to each of the modules to bring them up to version 10.5.2. Once that was complete, the QA test clients were able to open, edit and update documents without further trouble.

After having attended last week’s OpenText Enterprise World 2013, I though it would be fun to take a look back at the upgrade path of the various versions of Content Server.

Content Server wasn’t always “Content Server.” It has also been known as “Enterprise Server”, or for us old timers, “Livelink”.

I started with Livelink 3.1.16. The software was delivered on 3.5″ 1.4MB floppy disks in 16 and 32-bit flavors.

For the next upgrade, Livelink 4.0.1, I made the jump to CD media. Life was good back then – no more floppy disks! Check out that OpenText logo. This version of Livelink was pretty heavily customized and we skipped Livelink 5 and 6.

For Livelink 7.0.1 I shifted technology platforms from Digital’s OpenVMS and Sybase Adaptive Server Enterprise (ASE) to Windows NT Server 4.0 and SQL Server 6.5. For the upgrade to Livelink 7.2, I started pulling out the customizations.

Next up as Livelink 8.0.1, 8.0.2, and 8.1.5. This would be the last media set that would sport the old Odesta “sun” imagery as seen on the right side of the CD media.

Next up was the Livelink 9-series. Shown here is Livelink 9.0.0, 9.1.0 SP1, and 9.1.0 SP3. Yes, there was something before Livelink 9.7.1!

Here’s Livelink 9.2.0. Did anyone actually convert to UTF-8 for this release? I tried it and couldn’t get it to work with the command line tools.

For Livelink 9.5, the name changed to Livelink ECM, or Enterprise Content Management. The logo and corporate imaging also changed. This would be the last physical disc I would receive from OpenText.

After Livelink 9.5, it became trendy to call Livelink “Enterprise Server” for the Livelink 9.7.1 release. Livelink 9.7.1 was the first all digital release for me, and I downloaded all of the software from the OpenText Knowledge Center. And that UTF-8 conversion? Much easier with the UTF-8 conversion module.

With Livelink 9.7.1 installed and patched up, a year later the Records Management modules were installed.

A year ago, I completed the upgrade from Livelink 9.7.1 with Livelink Explorer 4.8.6 to Content Server 10.0.0 Update 7 and Enterprise Connect 10.2.1. There were lots of problems with Enterprise Connect, so earlier this year, I upgrade to Content Server 10.0.0 SP2 Update 9 and Enterprise Connect 10.3.0 Patch 1.

For 2014 I’m working on the Content Server 10.5.0 and Enterprise Connect 10.5 upgrade and a rollout of ECM Everywhere 10.0.0 for iOS and Android clients.