Connection Error

[vbarnes74]

I am currently having an issue syncing Manager content to Producer. I have no problem Finishing Editing or Saving to Server (so the Producer to Manager connection) but I just can't connect from Manager to Producer. See screenshot for error message.

This has only just started to occur in the past 24 hours. No issues up until then so wondering what could have happened to have caused this sudden change.

Thanks

Vanessa

[vbarnes74]

Hi Shane. Thanks for your response.

I followed your instructions with the Scripts object and that successfully updated - no error message. I'm thinking it actually might be something that's been done outside of Enable Now that has caused the problem. I'm working with ANZ at the moment so I've sent through the issue to a couple of guys that Andrew Cassidy suggested. It looks like they may have made some changes to user proxies in the past few days so they're investigating whether that has caused the problem.

If they hit a dead end, I'll revert back to you. Thanks again.

[ShaneLipke]

Hi Vanessa,

Given you got the connection error when trying to update the Resources, I suspect that this is where the issue is. That would also explain why the synchronisation fails at the very beginning.

I've had two other customers have an issue with one specific Resource in the last couple of weeks, so it might be worth trying that one before deciding on the best path forward. Try right clicking the Resources > Scripts object and select Server Bulk Action > Update All Objects from Server and see what happens. If you get the error again, let me know and I will get you some instructions to delete the scripts and reload them.

Outside the Scripts being the issue, because we are not being told which Resource is specially causing the issue, it's difficult to work out a strategy to resolve the issue. So, if your WA is really small, e.g. less than 1,000 content objects, it might be easiest to just delete the entire WA from your PC and download the entire thing again. If your WA is large, e.g. 20 thousand objects, then this is obviously not desirable.

If you do decide to delete the entire WA from your PC hard-drive, please ensure that you finish editing all content objects in Producer before deleting. Once you delete, the changes made in Producer that are not synchronised back to Manager will be lost. Let me know if you plan to do this and I will provide instructions on how to delete the entire WA.

If your WA is too large to delete and start again, it might be easiest to create a support ticket and have someone check the logs to try and work out which Resource, in particular, is causing the issue. If you do raise a ticket, use the Component ID KM-WPB-PRO to send the ticket to the correct team for consideration.

Regards
Shane

[vbarnes74]

I don't know whether this is just clutching at straws, but I notice in the URL of Manager, this string "/wa!wc1w02fqqy:".

The error message refers to URL:/wa/wc1w02fqqy/.entities

There's a slight difference in those URLs - the Manager URL has ! after "/wa" whereas the error message has a /.

Not sure if that's making any difference?

[vbarnes74]

Hi Shane.

When I tried updating Resources, as per your suggestion, I got the same Connection Error.

Thanks for the tip - I'll try that out. It will be fine for a workaround until we work out the sync issue.

Cheers

Vanessa

[ShaneLipke]

Hi Vanessa,

I'm not sure because the error message tells me nothing. Try this:

Right click the Resources object and select Server Bulk Actions > Update All Objects From Server.

Does this result in the same error?

One trick that might help with the unsorted issue. When you download a bunch of new content, work out where in the content structure the new content fits and then take editing control of the parent folder of the new folder. When you do this it will sometimes allow the new content to automatically move into the content structure, without you having to do this manually. The system needs to be able to write the relationships between the new content and the existing folders in the content structure so that's why you need to have write control of the existing parent folders.

Regards
Shane

[ShaneLipke]

Hi Vanessa,

It seems that you are trying to synchronise the two Workareas, the Manager WA and the one on your local PC. Have you tried using the Server Workarea > Check Out Object function to download content from Manager? Do you get the same issue when you do that? It does seem like the entire connection is being blocked because you are not able to download anything so this might be one for your IT team to see if they have made changes, e.g. changes to SSO or network settings.

Regards
Shane

[vbarnes74]

Hi Shane.

Thanks for your quick response!

Interestingly, I can download content from Manager using the Check Out Object function. So the connectivity works. However, the content that is downloaded goes into Unsorted which is painful to then locate and move. Obviously, the better option is to Sync Workarea so the content is downloaded and added to the correct section of the structure. I wonder why Check Out Object works but we get a connection error when using the Sync Workarea functionality?

Cheers

Vanessa