Clearwell error when viewing emails

[deakelem]

Hello I'm sorta new to clearwell and we've been getting this error when attempting to read some collected emails

 Error retrieving content

[#10024] "Message referred by a URN could not be retrieved"

Any ideas?!

Thank you

[PJuster]

Hi,

If you hover over the icons in review for a given item, a pop will apear details where a specific item is believe to live in the source data, if you do this does the item exist where clearwell expects it to be ?

If the item is a PST/NSF is the file corrupt (http://www.symantec.com/docs/HOWTO77320
) ? can the item be opened in its native application (take a copy and do this)

in this example this file is in D:\SEC V TAMAS\DemoData\Collections\Corporate Execs\Tamas, Mike\User Fileshares\My Documents\Work Related

and the file is called 20120705075957493.pdf

Has the source data moved in anyway ?

I hope this helps.

[deakelem]

Thank you for your quick response.  I checked and the file location is correct and the .msg file is still in that same location as the details show.

I made a copy of the file in question and opened it and it opens correctly, no signs of curruption. 

I've re-proccessed that source and I'm still having the same issue. 

[Liam_Finn1]

Where is the file stored. Can you supply an example of the type of path.

Is it ia local drive, attached drive (from a san) or on a network drive on a NAS

Is this the only file you are having issues with retrieving?

Have you chnaged the drive letters or have you move the data to a new LUN then mounted this as the same drive letter

Some more details would be helpful

[PJuster]

Hi,

Some more thoughts...

Have you tried the basic's like restarting the CW services ? does the issue afftect all items ? is there anything comman about the problem items, same location ? same type of file ?

Are there any connectivity issues affecting the location where the data is located ?

What happens if you log onto the CW server using the service accounts, can you then access the source data ok ?

Has the password changed for any of the service accounts ?

Are all the accounts running ?

Is there a yellow warning triangle in the top right, if you click on this what does it say ?

Let us know so we can assist you further.

Thanks

Paul

[Liam_Finn1]

Has this issue been resolved? If yes please post an update so everyone can learn. If not please let us help you by providing more information.

[TinaG]

I believe this is because the source files were modified or removed.