Description

Diagnosing a Failed Export:

Once the Finish option has been selected, the export will complete, and it will display the link to download a zip file. This zip file will contain the files necessary to assist with diagnosing the failure.
 
Among other files, the zip file will contain:
•summary.xml
•recoverable_urn.xml

If the Retry option was selected more than once, there will be multiple versions of the above files (e.g., summary_1.xml, recoverable_urn_1.xml).

To troubleshoot the documents that failed to export:

1. Open up the latest recoverable_urn.xml. 
   Each element corresponds to a document that did not export. To extract a list of Document Ids from the recoverable_urn.xml, refer to article listed below.
    
2. In the Clearwell User Interface(UI), copy one or more Document IDs from the recoverable_urn.xml entries into the Advanced Search > Identifiers > Document IDs, and then select Run Search.
    
3.  When the results return, click Review to open the document.
   • If the document content displays properly, it means that Clearwell has connectivity to the source case files. Retry the export job.
   • If a Content source is offline or unreachable a message is displayed stating Clearwell cannot retrieve the document. Look at the document locators to determine what type of document it is and where its sources are located.

 
• Loose files
Verify access to the document from its source location.  If it is there, check permissions and confirm the access to the file.
Check the server.log under System > Logs > View Logs tab for error messages surrounding the file(s) being retrieved.
• Documents from a PST file
Warning: Before continuing, verify the source location is not being accessed from any other window (for example, Windows Explorer). Then, try restarting the EsaPstRetrieverService on the appliance. After the restart, re-run the search and see if the document is retrievable.
• Documents from an NSF file
Warning: Before continuing, verify the source location is not being accessed from any other window (for example, Windows Explorer). Then, try restarting the EsaNsfRetrieverService on the appliance. After the restart, re-run the search and see if the document is retrievable.
 

4.  If you are still unable to determine why the files did not export, please contact eDiscovery Support.
     • Supply the latest summary.xml and recoverable_urn.xml files.
     • Upload the Clearwell logs under System> Logs > Send Logs to Clearwell tab, and indicate the name of the eDiscovery case that had the failed export.