Error Message

Step A:

1. Determine which path the appliance is using to obtain the cached file, by enhancing the logs.

  a. Navigate to System > Logs > Settings > Add
  b. Add the following in the Module: 
      log4j.category.com.teneo.esa.common.rawemail.BufferManagerImpl
  c. Set Log Level to 'Debug' and Duration to 'Temporary'

2. Cause the error in review mode

3. Examine the Server log for 'Exception encountered with remote Stellent Conversion ' and examine the path taken.
Example: 
Exception encountered with remote Stellent Conversion for source:
\\172.20.2.31\D$\CW\V81\scratch\temp\esadb\dataStore_case_abcdefghij_01234567\cache02\AttHTMLCache\123\456\12345678905ca005e0938ddee6\d00\1\1
Error: com.teneo.esa.imaging.ImagingException: [#670200] "Imaging failed: Source file path and destination directory must be specified"  


Step B:

Is the path described in the error message a valid path?
Does the cache folder d00 (indicated in the path) exist?

NO:
1. Obtain the Route Table for the Nic Cards on the appliance.
- Open a command prompt and type 'route print'
- There can only be one gateway (Network Destination 0.0.0.0).  The example below indicates two gateways on the system.
- If there is more than one gateway, contact the infrastructure team to resolve.

Example:
IPv4 Route Table
===========================================================================
Active Routes:
Network Destination        Netmask          Gateway           Interface          Metric
          0.0.0.0                     0.0.0.0       192.168.175.1    192.168.175.3     276
          0.0.0.0                     0.0.0.0             172.20.2.1        172.20.2.30     266


2. Verify IPv4 is enabled and IPv6 is disabled. 

Open the Control Panel > Network and Internet/View network status and tasks > Change Adapter settings 
Right click on the appropriate adapater and select Properties.
Uncheck IPv6 and Check (enable) IPv4. (See figure 1)

figure 1



YES:

Open the Control Panel > Network and Internet/View network status and tasks > Change Adapter settings
- Select and release the Alt key to display additional options
- Select Advanced > Adavanced Settings
In the Connection: results, move 'Local Area Connection' to the top of the list. (See figure 2)

figure 2