Update Checksum For Emails Failed For Cases After Upgrade
Article ID: 100056209
Updated On:
Description
Error Message
ERROR
Feature (Update checksum for emails) execution failed with the following stack:com.teneo.esa.esacase.CaseManagerException: [#80112] No case found for: XXXXXXXX at com.teneo.esa.esacase.CaseManagerImpl._getCape (CaseManagerImpl.java:1456) at com.teneo.esa.esacase.CaseManagerImpl.getCase (CaseManagerImpl.java:718)at com.teneo.esa.processing.emailchecksumupdater.EmailChecksumUpdaterDBUtil.insertDedupedRecords
(EmailChecksumUpdaterDBUtil.java:110)at com.teneo.esa.processing.emailchecksumupdater.EmailChecksumUpdater SupportFeature.persistCasesToUpgrade InDB (EmailChecksumUpdater Support at com.teneo.esa.processing.emailchecksumupdater. EmailChecksumUpdater SupportFeature.runFeature (EmailChecksumUpdater Support Feature.java at com.teneo.esa.system.support. Provider Support._run Feature (Provider Support.java:274)at com.teneo.esa.system.support. ProviderSupport.runFeature (Provider Support.java:218)at com.teneo.esa.system.support. Support.runService (Support.java:322)at com.teneo.esa.admin.service.AbstractService.doRun(AbstractService.java:1178)
Cause
Case names can have special characters. Some of these are not visible and some are so similar hard to distinguish. When creating a backup of a case though, special characters are not allowed in the backup name. Some characters cannot be used for file or folder names. So eDP will use a code to represent special characters beginning with @u_ _ _ _. @u means the following is unicode character. This is followed by 4 digits and the digits are hex so could be 0-9, A, B, C, D, E, or F. So if the special character is a Non Breaking Space it would show as @u00a0 at the file system level. Some tools, like in this case the "update checksum of emails" do not interpret the codes back to the special characters and therefore the tool cannot find the location on disk.
Example path to case backups location: D:\CW\V102\caseBackups\cases
Resolution
Please follow the steps below to address the issue:
Step 1: Navigate to the "All cases" section. Select the case and go to the "Details" tab. Document the case name because we will need it for step 4. Replace the case name with a new name that does not contain any special characters.
Note: Some special characters such as \ / : * ? " < > | are reserved and have restrictions in Windows files and folder names. More details here: Naming Files, Paths, and Namespaces - Reserved Characters and Words
Step 2: Click Save
Step 3: Run the System -> Support Features -> Update checksum for emails tool for this new case.
Step 4: Perform step 1 & 2 again to rename the case back to its original name.
Note: There is another issue with different symptoms that is also common, so worth noting here. If the case source data was migrated and moved to different paths then the source paths would need to be modified. For more details please see httphttps://supportenterprisevault.cloud.com/support-home/kbsearch/article?articleNumber=100038126
If the problem persists, please open a case with Technical Support for further assistance.
Issue/Introduction
Updating the checksum for emails from the property browser needs to be performed after every upgrade of the eDiscovery platform. However, after the recent upgrade, running the 'Update checksum for emails' operation fails for cases, resulting in the following error.
