EMC White Paper Documentum Client for Outlook (DCO)

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1 EMC White Paper Documentum Client for Outlook (DCO) Troubleshooting Guide

2 Copyright 2005 EMC Corporation. All rights reserved. EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without notice. THE INFORMATION IN THIS PUBLICATION IS PROVIDED AS IS. EMC CORPORATION MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND WITH RESPECT TO THE INFORMATION IN THIS PUBLICATION, AND SPECIFICALLY DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Use, copying, and distribution of any EMC software described in this publication requires an applicable software license. EMC 2, EMC, and EMC Documentum product names are trademarks of EMC Corporation. All other trademarks used herein are the property of their respective owners. All other brand names are trademarks or registered trademarks of their respective owners. Documentum Client for Outlook (DCO) Troubleshooting Guide 2

3 Table of Contents Troubleshooting Guide General Strategies How to Determine between a Documentum Client for Outlook (DCO) and a Core Webtop Issue Outlook Browser-Specific Issue Problem Scenarios The User Does Not See All of the Expected Profiles Unexpected Re-Logins or Timeouts Error: ObjectId doesn't exist Missing DCO Behavior Provides Default Webtop Behavior Outlook is Hanging or Doesn't Start Viewing Duplicate Personal Folders and Not Viewing Documentum Folders What Can Cause an Object Expected JavaScript Error? What to Check of DCO is Not Visible in Outlook DM_CONTENT_E_LOCAL_AREA_NOTFOUND Error When Attempting to Select a DCO Profile Installation and Log Files Available Log Files Available Logging Levels The Default Client-Side Logging Level... 8 Documentum Client for Outlook (DCO) Troubleshooting Guide 3

4 1.0 General Strategies 1.1 How to Determine between a Documentum Client for Outlook (DCO) and a Core Webtop Issue Re-run user experience in a standalone web browser (e.g. ). Try to reproduce the issue in more pervasive environments than DCO by progressively testing the same user experience in a more general manner, such as from DCO in Outlook, to DCO in browser and to Webtop in browser. 1.2 Outlook Browser-Specific Issue Re-run user experience in a standalone web browser (e.g. ). Try to reproduce the issue as a more general issue. 2.0 Common Problems / Issues 2.1 The User Does Not See All of the Expected Profiles If the user is unable to view all the expected profiles, verify the following items: The user has entered the correct credentials. The user s credentials for each repository are configured in dco\app.xml identical; same user name and same password. The first successful authentication defines DCO s credential expectation. For example, let s say that you have two docbases, A and B, and user Bob has different passwords for each docbase. If Bob logs into Docbase A first, then only the profiles from Docbase A will be projected to Outlook for him. Does clicking Refresh All on the main profiles listing view to resolve the missing profiles? Documentum Client for Outlook (DCO) Troubleshooting Guide 4

5 2.2 Unexpected Re-Logins or Timeouts The required clientid and reload parameters in the client URLs may be missing. Right-click the properties on web-based view to see the URL to verify they are exists. 2.3 Error: ObjectId doesn't exist This error indicates that the docbase parameter in the URL may be missing. Try to access an object ID that does exist in the current docbase. 2.4 Missing DCO Behavior Provides Default Webtop Behavior The specification in the URL may be missing clientenv=dco. 2.5 Outlook is Hanging or Doesn't Start Check the Task Manager to see if the DCOAddin.exe or Outlook.exe processes are running. If either of them are running, Kill them both then restart Outlook. This will restart the DCO Com Add-in which will in effect, restart DCO. 2.6 Viewing Duplicate Personal Folders and Not Viewing Documentum Folders Try restarting Outlook Documentum Client for Outlook (DCO) Troubleshooting Guide 5

6 2.7 What Can Cause an Object Expected JavaScript Error? This error may occur for the following reasons: This error occurs when selecting an expanded explorer node in Documentum Folders after prolonged inactivity. Application server is not available. 2.8 What to Check of DCO is Not Visible in Outlook First try clicking Help > About Microsoft Office > Disabled Items button. o If DCO is listed in the disabled items dialog box, select it and click Enable button. o Close dialog and click OK for the About dialog. o Restart Outlook. Documentum Client for Outlook (DCO) Troubleshooting Guide 6

7 Second try checking the LoadBehavior Windows Registry value note that modifying the registry in any way is risky and NOT supported. Only try this after the previous step. o Launch RegEdit.exe. o Navigate to HKCU\Software\Microsoft\Office\Outlook\ Addins\DCOAddin.DCOManager. o LoadBehavior value should be set to DM_CONTENT_E_LOCAL_AREA_NOTFOUND Error When Attempting to Select a DCO Profile If the user does not have the correct permissions on the Repository machine, this error can will be produced when attempting to select a DCO profile instead of seeing the expected UI. 3.0 Installation and Log Files 3.1 Available Log Files DCO client-side log files are created in %ProgramFiles%\Documentum\DCO. Log file names are configurable and date-based. e.g. DCOAddin log (for output from 7/6/2005). 3.2 Available Logging Levels There are five client-side logging levels: DEBUG, INFO, WARN, ERROR, FATAL. DEBUG is most verbose and FATAL is least verbose. Documentum Client for Outlook (DCO) Troubleshooting Guide 7

8 3.3 The Default Client-Side Logging Level The default is ERROR (2) but can easily be modified, by editing DCOAddin.ini in Notepad, to increase log output. Recycle associated processes for change to take effect. DCOAddin.exe. Outlook.exe (recycle to restart DCO add-in). Documentum Client for Outlook (DCO) Troubleshooting Guide 8

9 About EMC EMC Corporation (NYSE: EMC) is the world leader in information storage systems, software, networks, and services, providing automated networked storage solutions to help organizations get the maximum value from their information, at the lowest total cost, across every point in the information lifecycle. Information about EMC s products and services can be found at About Documentum Software from EMC Documentum software from EMC Corporation includes enterprise content management solutions that enable organizations to unite teams, content, and associated business processes. With a single platform, EMC Documentum software enables people to collaboratively create, manage, deliver, and archive the content that drives business operations, from documents and discussions to , Web pages, records, and rich media. The Documentum enterprise content management platform makes it possible for companies to distribute all of this content in multiple languages, across internal and external systems, applications, and user communities. As a result of deploying Documentum, thousands of the world s most successful organizations are harnessing corporate knowledge, accelerating time to market, increasing customer satisfaction, enhancing supply chain efficiencies, reducing operating costs, and improving their overall competitive advantage. For more information about Documentum enterprise content management, visit or call (outside the U.S.: ). Documentum Client for Outlook (DCO) Troubleshooting Guide 9

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