Error Message

Unable to retrieve content, the source cannot be found.

The following are causes of this issue:

• Document size issues - The document size too large or too complex to render before the default timeout (Timeframe that eDiscovery has setup for Stellent) occurs. In this case the timeout will need to be extended.
• Password protected document issues - Due to the way applications handle the downloading and opening of files from browsers, when reviewing a document that has password protection, the password box appears behind the Veritas eDiscovery interface.

Document Size solution

To test if the timeout is what is causing the issue; the following steps can be used to execute a manual conversion with an extended timeout.

1. Logon to the eDiscovery appliance
2. Launch a Windows Command Prompt
3. Change to the \exe\filefilter directory (i.e. D:\CW\V711\exe\filefilter) at a command prompt by entering each of the following lines pressing the key after each
   
   D:
   CD CW\VXXX\EXE\FILEFILTER
   
   - Where VXXX is the version of eDiscovery that is currently in use (i.e. CD D:\CW\V713\EXE\FILEFILTER)
    
4. Using the example command below, format a command using the following syntax for the document that needs to be tested:
   
   filefilter.exe
   hx_split.cfg 20
   
   Note: The “20” is a timeout value, in seconds
   
   Example
   
   filefilter d:\temp\test.doc d:\temp\test.html hx_split.cfg 20

The steps above will test to see if the document conversion is possible using a timeout value of 20 seconds.  If the issue is determined that a higher timeout value allows the conversion to work, increase the timeout for Stellent to convert the document by following the steps below.

1. Go to System > Support Features
2. Change the Support Feature to Property Browser
3. In the "Name of Property to Change" type in esa.stellent.html.thread.timeout property
4. In the "New Value" type in a number higher than the default of 150 (seconds). This number will vary on how large or complex the files are.
5. Place a check in "Confirm change. Are you sure?"
6. Click "Submit"
7. Restart all eDiscovery services for the  property to take effect.

Password solution

Situation 1 : Document is password protected for opening

To review the document:

1. Click on the download icon, this will open a new blank browser window and the option to open the file will appear.
2. Upon opening, it is essential to watch the task bar, as once the file has been downloaded the application opening the document will start flashing on the task bar.
3. Click on the application icon on the task bar and the password box will appear.

Situation 2 : Document is password protected for modifying and is too large to show in review pane.

If a document is password protected only for modifying, but is too large to display in review mode, text will have been partially indexed, but review must be done by downloading.  In this situation an orange warning triangle with pop up stating  file too large (partially indexed) will appear next to the filename, and in the review pane with the message Unable to retrieve content, the source can not be found. (Text view) or Error preparing document for display [#41057] Content processor error - [#670207] "Imaging failed due to Stellent conversion error Stellent Publish Failure"

To review the document: 

1. Click on the Download icon, this will open a new blank browser window and the option to Open the file will appear.
2. Click open, it is essential to watch the task bar, as once the file has been downloaded, the application opening the document will start flashing on the task bar.
3. Click on the application icon on the task bar and the password box will appear.

Situation 3 : Document is password protected for modifying and is shown in the review pane.

If a document is password protected only for modifying, but is displayed in the review pane, the document can be reviewed using the review pane.

Alternatively, to review the document in the native application:

1. Click on the Download icon, this will open a new blank browser window and the option to Open the file will appear.
2. Click Open. It is essential to watch the task bar, as once the file has been downloaded, the application opening the document will start flashing on the task bar.
3. Click on the application icon on the task bar and the password box will appear.