EMC Documentum Document Image Services

EMC Documentum Document Image Services Version 6.7 Deployment Guide EMC Corporation Corporate Headquarters: Hopkinton, MA 01748 9103 1 508 435 1000 www.emc.com

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. For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com. All other trademarks used herein are the property of their respective owners. Copyright 2011 EMC Corporation. All rights reserved.

Table of Contents Chapter 1 Deploying Document Image Services...7 Deploying Document Image Services Overview...7 Planning deployment...8 Documentum prerequisites... 11 Installing the DAR Installer... 11 Installing the Document Image Services DAR with the DAR Installer...12 Configuring image viewers for TaskSpace...13 Configuring the Brava! viewer for TaskSpace...14 Configuring the Daeja viewer for TaskSpace...14 Configuring the PAS viewer for TaskSpace...15 Configuring the Adobe Reader viewer for TaskSpace...15 Configuring the High Fidelity Forms viewer for TaskSpace...16 Placing the plug-in JAR file...16 Chapter 2 Troubleshooting Document Image Services DAR Deployment...17 Chapter 3 Troubleshooting deployment of Document Image Services DAR...17 Troubleshooting TaskSpace Image Viewer Deployment...19 Troubleshooting TaskSpace image viewer deployment overview...19 Troubleshooting the Brava! image viewer...19 Verifying that the Brava! Server is working...20 Configuring the Brava! license server...20 Specifying the version of the Brava! cab file...21 Enabling client logs for Brava! viewer...21 View other users annotations in Brava!...22 Checking the Brava! viewer version...22 Removing the Brava! viewer from a client computer...23 Troubleshooting the Daeja image viewer...23 Enabling client logs for the Daeja viewer...23 Viewing Daeja viewer client logs...23 Checking the Daeja viewer version...24 Removing the Daeja viewer from a client computer...24 Troubleshooting the Adobe Reader image viewer...24 Configuring Adobe Reader byte serving on Firefox...24 Troubleshooting when image does not display using Adobe Reader...25 Specifying the deployment location for the image viewer...25 Clearing the browser cache...26 Clearing the browser cache in Internet Explorer...26 Clearing the browser cache in Firefox...26 Allowing display of documents without using ACS/BOCS...27 Changing the threshold for page serving...27 EMC Documentum Document Image Services Version 6.7 Deployment Guide 3

Table of Contents Chapter 4 Troubleshooting Privileged DFC problems...29 Troubleshooting privileged DFC problems in TaskSpace...29 Chapter 5 Troubleshooting Annotations...31 Troubleshooting annotations...31 4 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Preface This guide describes how to deploy EMC Documentum Document Image Services software. Intended audience The information in this guide is intended for administrators who need to deploy Document Image Services software. It assumes familiarity with basic Documentum functionality, such as repository configuration and maintenance. You should also be familiar with the Windows, UNIX, or Linux operating system and be able to install and configure a J2EE application server. For instructions on how to configure and use Document Image Services with TaskSpace after deployment, refer to the following guides: Documentum TaskSpace Configuration Guide Documentum TaskSpace User Guide For instructions on how to deploy TaskSpace, refer to the Documentum TaskSpace Deployment Guide. Revision history The following changes have been made to this document: Revision Date April 2011 Description Initial publication EMC Documentum Document Image Services Version 6.7 Deployment Guide 5

6 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Chapter 1 Deploying Document Image Services This chapter discusses the following: Deploying Document Image Services Overview Planning deployment Documentum prerequisites Installing the DAR Installer Installing the Document Image Services DAR with the DAR Installer Configuring image viewers for TaskSpace Placing the plug-in JAR file Deploying Document Image Services Overview This chapter describes how to deploy Document Image Services. Follow the procedures in this chapter if you are deploying Document Image Services for the first time or upgrading from an earlier release. Document Image Services provides imaging-related features such as annotations, page serving, and page modifications. It also provides a framework for a wide range of third-party viewers. You can deploy the Document Image Services module with TaskSpace or with another application that uses the WDK Image viewer control. Note: Repositories from releases before 6.0 are not supported with the Document Image Services software. The following describes the steps required to deploy Document Image Services. To deploy Document Image Services: 1. Before you begin deployment, consider whether you want to deploy Document Image Services with or without TaskSpace. Planning deployment, page 8 provides information about deployment scenarios, image viewer scenarios, and image viewer comparisons. 2. Install Documentum prerequisites and prepare the Documentum environment. Documentum prerequisites, page 11 provides information on how to prepare the Documentum environment. 3. In Documentum Administrator, create a user and give it the EMC Documentum administrator or superuser privilege level. This user is required for DAR installations. For instructions, refer to the Documentum Administrator User Guide. 4. Install the required DARs to the repository or repositories that will be used with Document Image Services: EMC Documentum Document Image Services Version 6.7 Deployment Guide 7

Deploying Document Image Services a. Install the Documentum Composer DAR Installer Plug-in zip file. For instructions, refer to Installing the DAR Installer, page 11. b. Install the Document Image Services DAR using the DAR Installer. For instructions, refer to Installing the Document Image Services DAR with the DAR Installer, page 12. c. (Optional) Install the TaskSpace DAR. For instructions, refer to the Documentum TaskSpace Deployment Guide. 5. Install JRE 1.5 or later on each application server. 6. (Optional) If you deployed both Document Image Services and TaskSpace, configure one or more image viewers, such as Adobe Acrobat Reader, PAS, OpenOffice, IGC Brava! or Daeja ViewOne Pro. Configuring image viewers for TaskSpace, page 13 provides instructions to configure image viewers. 7. If you use BOCS, and you want page serving from the BOCS server, place a plug-in JAR file on each BOCS server. Placing the plug-in JAR file, page 16 provides instructions. 8. Test the deployment as appropriate for the application with which Document Image Services has been deployed. For example, if you deployed Document Image Services with TaskSpace, access the application as you would for testing TaskSpace deployment alone. For instructions, refer to the Documentum TaskSpace Deployment Guide. Next, test the image viewer functionality by displaying a document in the document view template configured in Step 6. 9. If any problems occur, refer to the troubleshooting chapters in this document. Planning deployment Before you begin deployment, consider whether you want to deploy Document Image Services with or without TaskSpace. Table 2 Deployment scenarios Deployment scenario TaskSpace Document Image Services Both Description The TaskSpace module simplifies tasks through a streamlined user interface with built-in image operations. TaskSpace is specifically designed for users who perform a large number of tasks, and who have to find documents and folders in very large repositories. For instructions on deploying TaskSpace, refer to the Documentum TaskSpace Deployment Guide. The Document Image Services module provides support for imaging-oriented operations and is designed to support a wide range of document image viewers. The Document Image Services module works with TaskSpace or with another application that uses the WDK Image viewer control. If you deploy both Document Image Services and TaskSpace, TaskSpace features include annotation support for Daeja ViewOne Pro and IGC Brava!, and page serving and page modifications for PDF and TIFF files. (Page serving does not apply to secure PDF files.) Install the image viewers separately. Also consider image viewer setup. 8 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Deploying Document Image Services Table 3 Image viewer scenarios Image viewer scenario UCF Image viewers Description If you deploy TaskSpace without Document Image Services, Unified Client Facilities (UCF) technology is used to display documents. This means that TaskSpace opens each document by using an association of file types to programs. For example, if a TaskSpace user displays an image, the document might open in Microsoft Paint. When UCF opens a file, it uses the file-program association from the client operating system. For more information on UCF, refer to the Web Development Kit and Client Applications Development Guide. If you deploy both Document Image Services and TaskSpace and you want to include image viewers in your deployment, you can install client components for Daeja ViewOne Pro or IGC Brava!. Adobe Acrobat Reader, PAS, and OpenOffice viewer providers are included in the TaskSpace installation. The following tables compare the available image viewers: Table 4 Selecting viewers Runtime Localization IGC Brava! ActiveX control Currently French, German, and Japanese Daeja ViewOne Pro Java applet All TaskSpacesupported languages DocumentumAdobe PAS Reader ActiveX control All TaskSpacesupported languages ActiveX control All TaskSpacesupported languages Annotations Supported Supported Supported Not currently supported Major File Formats (For complete lists, refer to vendor documentation.) BMP, TIF, PDF, JPG, GIF, TXT, DWG (through AutoCAD 2010), DWF, DGN (through Microstation 8.1), DXF, CSF (IGC s Content Secure Format), and the following through MS Office 2007: DOC, XLS, PPT, and MSG BMP, EMF, GIF, JPEG, PCX, PDF, PNG, TIFF, TXT, MSG, and other common formats PDF only PDF and irm-pdf for IRM High Fidelity Forms ActiveX control Refer to www.openoffice.org Not currently supported High fidelity form templates Browser N/A All browser-supported languages Not currently supported GIF, JPEG, PDF, PNG for Firefox, and Internet Explorer. Internet Explorer also supports MS Office formats, irm-pdf, irm-msw8, irm-excel8book, irm-ppt8 for IRM. EMC Documentum Document Image Services Version 6.7 Deployment Guide 9

Deploying Document Image Services Page Modifications (PDF, TIFF) Page Access Browsers Deployment License Server Website IGC Brava! Daeja ViewOne Pro DocumentumAdobe PAS Reader High Fidelity Forms Yes Yes No No No No Page Serving (TIFF/PDF) Internet Explorer only Server side deployment Page Serving (TIFF/PDF) All TaskSpacesupported browsers Server side deployment None Internet Explorer only Client side deployment Byte streaming (PDF) All TaskSpacesupported browsers Client side deployment None Internet Explorer only Server side deployment Yes No No No No No www.infograph.com www.daeja. com www.emc. com www.adobe. com www.emc. com Browser None All TaskSpacesupported browsers N/A Browser vendor Note: Page serving and page modifications do not apply to secure PDF files. Note: IGC Brava! for TaskSpace (which is required if you use Brava! with DIS) and IGC Brava! for Webtop are not the same product. Each web application in which you want to use Brava! (TaskSpace or Webtop) requires a separate Brava! license file, which is governed by a standalone Brava! License server. The Brava and Daeja viewers provide similar page access functionality, in which the viewer may be able to display the first page of a document before the entire document has been downloaded from the server. The following table defines page access terminology and indicates which viewers currently support each type of page access. Table 5 Page access terminology Page access term Definition Supporting viewers Byte streaming Page-level retrieval Functionality of ACS and BOCS to stream back a range of bytes requested by Adobe Reader instead of returning an entire PDF file. Adobe Reader determines how many bytes it needs to retrieve before it can display the current content. Usually, if the PDF file is linearized for web display, Adobe Reader requests enough bytes of data to display the first page of the document. Depending on the PDF file content structure, display of subsequent pages might require retrieval of the entire PDF file. The viewer s ability to request ACS or BOCS to return one page of a multi-page file at a time instead of returning the entire file. Adobe Reader Brava and Daeja 10 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Deploying Document Image Services Page access term Definition Supporting viewers Page serving Page modifications Functionality built into ACS and BOCS using page aware plug-ins. When a file format has been registered with a page-aware plug-in, ACS and BOCS can split a multi-page file into individual pages and serve them back to the viewer if the viewer requests it. Page serving is supported only for PDF and TIFF files because only PDF and TIFF plug-ins are registered during deployment of Document Image Services. Note: Page serving does not apply to secure PDF files. Functionality built into DIS and TaskSpace for document merging and page modifications such as deleting, inserting, splitting, and reordering pages in a multiple page document. Brava and Daeja Brava and Daeja Documentum prerequisites This section briefly describes how to prepare the Documentum environment required by Document Image Services. For each installation, log in to the operating system using a user account with administrative rights on the operating system, such as the Administrator user. To prepare the Documentum environment: 1. Install Content Server and create one or more repositories for Document Image Services users. For instructions, refer to the Content Server Installation Guide. 2. Install the following products in any order: Documentum Administrator. For instructions, refer to the Documentum Administrator Deployment Guide. Documentum Composer. For instructions, refer to the Documentum Composer Installation Guide. Documentum PDF Annotation Services (PAS), if you want to enable the PAS viewer in TaskSpace. For instructions, refer to the Documentum PDF Annotation Services Deployment Guide. 3. Check your release notes for additional information on the application servers, browsers, and other software in the environment that are certified for your product. Installing the DAR Installer Use the DAR Installer (dardeployer.exe) to install the Document Image Services DAR to a repository. The DAR Installer requires that Composer be installed but it does not launch the full Composer integrated development environment (IDE). The DAR Installer is useful for installing Documentum product DAR files or in cases where you want to de-couple the development of DAR files from the EMC Documentum Document Image Services Version 6.7 Deployment Guide 11

Deploying Document Image Services installation of DAR files. When you open the DAR Installer program, it creates three folders in your Composer installation directory: darinstallerconfig - contains configuration files for the DAR Installer program. darinstallerlogs - the default location of the log files. darinstallerworkspaces - workspaces that the DAR Installer program creates and uses. The DAR Installer program does not delete these workspaces automatically, so you occasionally must clean up this directory. The workspace directories are named in the following format: darinstaller_workspace_yyy-mm-dd-hh-mm-ss. Moving, deleting, or adding projects manually to the workspace can have adverse effects on DAR installations. Documentum packages the DAR Installer with Composer and headless Composer. Download Composer or headless Composer, then install the Document Image Services DAR file with the DAR Installer. The Documentum Composer User Guide provides more information about Composer and headless Composer. Installing the Document Image Services DAR with the DAR Installer This section discusses how to install the Document Image Services DAR by using the DAR Installer (dardeployer.exe). The following restrictions apply when installing DAR files: You must be a superuser or EMC Documentum administrator to install a DAR file. You cannot install DAR files with a version of Composer that is older than the DAR file version. For example, a DAR file that was created with Composer 6.5 SP1 cannot be installed using Composer 6.5. If the DAR file that you are installing depends on other required DAR files, install those required DAR files first. If the required DAR files are already installed, they must be in the same directory as the DAR file that you are installing. After you install the DAR Installer, you can install the Document Image Services DAR. Document Image Services requires certain files and objects in any EMC Documentum repository to which it connects. You install these files and objects using a Documentum DAR, which is an archived collection of Documentum Content Server objects. The files and objects required by Documentum Document Image Services are located in the Document Image Services DAR. Use the DAR Installer to install the Document Image Services DAR in the global repository and once in each EMC Documentum repository in which any user will run Document Image Services. To install the Document Image Services DAR: 1. Download the Documentum Document Image Services DAR file for each EMC Documentum repository in which you plan to use Document Image Services. Go to https://emc.subscribenet.com/control/dctm/search, search under Document Image Services to locate and download ImageServices.dar. 2. Run dardeployer.exe (located in the Composer root directory) to start the DAR Installer Plug-in and enter information in the DAR Installer fields: a. In the DAR Details section, specify values for the fields. 12 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Deploying Document Image Services b. In the Connection Broker Details section, specify values for Connection Broker Host and Connection Broker Port and then click Connect. c. In the Repository Details section, specify values for the fields and click Install to install the DAR file to the repository. To view the log for the Document Image Services DAR installation, select the log files from the Log File drop-down list box and click Open. Table 6 DAR Installer fields Parameter Required Description DAR Yes The absolute file path to the.dar file that you want to install. The file path cannot contain any I18N characters or the installation fails. Input File No The absolute file path to the install-based parameter file. Local Folder No The absolute file path to localized.properties files. To make your application available in other languages, localize the project data such as labels, tabs, and descriptions. Log File No The file to save the log to. If this file is not specified, the file defaults to <DAR>.log. Connection Broker Host Yes The address of the Connection Broker. Connection Broker Port Yes The port of the Connection Broker Repository. Repository Yes The name of the repository that you want to install the DAR file to. Click the Connect button after typing the Docbroker host and port to retrieve the available repositories. User Name Yes The login name for the repository. Password Yes The password for logging in to the repository. Domain No The domain where the repository resides. Configuring image viewers for TaskSpace If you deploy both Document Image Services and TaskSpace, you can use one or more image viewers, such as Adobe Reader, Daeja ViewOne Pro, or IGC Brava!. This section contains information on how to configure image viewers for TaskSpace. EMC Documentum Document Image Services Version 6.7 Deployment Guide 13

Deploying Document Image Services Configuring the Brava! viewer for TaskSpace, page 14 Configuring the Daeja viewer for TaskSpace, page 14 Configuring the PAS viewer for TaskSpace, page 15 Configuring the Adobe Reader viewer for TaskSpace, page 15 Configuring the High Fidelity Forms viewer for TaskSpace, page 16 Configuring the Brava! viewer for TaskSpace This section provides image viewer configuration information that is specific to Document Image Services and TaskSpace deployment. For general information on how to configure Brava!, refer to the IGC Brava! documentation. Note: The Brava! client component can be deployed on any operating system, but the Brava! license must be deployed on Windows. The Brava! viewer supports only one language on each client. To switch to another language after deployment, uninstall the Brava! viewer and reinstall it with the language that you want. To configure the Brava! viewer: 1. In Forms Builder, open or create a document view template. Configure the available Brava! viewer settings and save and install the template. For instructions, refer to the Documentum Forms Builder User Guide. 2. On each application server, navigate to taskspace\wdk\imageviewer, create a brava (case-sensitive) directory, and deploy the files in the directory you created. If you want to deploy the files in a different location, specify the new deployment location in taskspace/wdk/config/imaging/ivf_config.xml. 3. Deploy the Brava! license file to the C:\Program Files\IGC\Brava!\Brava! Server\IGCKey.lic directory. 4. In TaskSpace, map a file format to the Brava! viewer, add the document view template as a component, and map the component to a document object type for a role. For instructions, refer to the Documentum TaskSpace Configuration Guide. Refer to Brava! Enterprise for TaskSpace Installation Guide for more information on how to install Brava!. Configuring the Daeja viewer for TaskSpace This section provides image viewer configuration information that is specific to Document Image Services and TaskSpace deployment. For general information on how to configure Daeja, refer to the Daeja ViewOne Pro documentation. To configure the Daeja viewer: 1. In Forms Builder, open or create a document view template. Configure the available Daeja viewer settings and save and install the template. For instructions, refer to the Documentum Forms Builder User Guide. 14 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Deploying Document Image Services 2. On each application server, navigate to taskspace\wdk\imageviewer, create a daeja (case-sensitive) directory, and deploy the files in the directory you created. If you want to deploy the files in a different location, specify the new deployment location in taskspace/wdk/config/imaging/ivf_config.xml. 3. Deploy the Daeja license file to the taskspace/wdk/imageviewer/daeja/lic.v1 directory. 4. In TaskSpace, map a file format to the Daeja viewer, add the document view template as a component, and map the component to a document object type for a role. For instructions, refer to the Documentum TaskSpace Configuration Guide. Configuring the PAS viewer for TaskSpace This section provides image viewer configuration information that is specific to Document Image Services and TaskSpace deployment. For general information on how to configure Documentum PDF Annotation Services (PAS), refer to the Documentum PDF Annotation Services Deployment Guide. Adobe LiveCycle Reader Extensions (ARES) 7 is a prerequisite. PAS enables users of Documentum TaskSpace to use Adobe Reader to create annotations (such as comments) on PDF documents or documents with PDF rendition and store those annotations in a Documentum repository. To configure the PAS viewer: 1. Install and configure ARES and PAS. Configuration includes the following steps: a. On the computer where PAS is installed, in the review.properties file, specify the location of the ARES server. b. Specify the location of the PAS application server. You can do this either for the entire repository or just for TaskSpace. For detailed instructions, refer to the Documentum PDF Annotation Services Deployment Guide. 2. In Forms Builder, open or create a document view template. Configure the available PAS viewer settings and save/install the template. For instructions, refer to the Documentum Forms Builder User Guide. 3. In TaskSpace, map the PDF file format to the PAS viewer, add the document view template as a component, and map the component to a document object type for a role. For instructions, refer to the Documentum TaskSpace Configuration Guide. Configuring the Adobe Reader viewer for TaskSpace This section provides image viewer configuration information that is specific to Document Image Services and TaskSpace deployment. The Adobe Reader viewer supports the PDF file type. For general information on configuring Adobe Reader, refer to the Adobe documentation. To configure the Adobe Reader viewer: 1. In Forms Builder, open or create a document view template. Configure the available Adobe Reader viewer settings and save/install the template. For instructions, refer to the Documentum Forms Builder User Guide. EMC Documentum Document Image Services Version 6.7 Deployment Guide 15

Deploying Document Image Services 2. In TaskSpace, map the PDF file format to the Adobe Reader viewer, add the document view template as a component, and map the component to a document object type for a role. For instructions, refer to the Documentum TaskSpace Configuration Guide. Configuring the High Fidelity Forms viewer for TaskSpace This section describes how to configure the High Fidelity Forms viewer for Document Image Services and TaskSpace deployment. The High Fidelity Forms viewer allows the use of high fidelity form templates in TaskSpace. To configure the High Fidelity Forms viewer: 1. In Forms Builder, open or create a document view template. Configure the available High Fidelity Forms viewer settings and save and install the template. For instructions, refer to the Documentum Forms Builder User Guide. 2. In TaskSpace, map the ODT file format to the High Fidelity Forms viewer, add the document view template as a component, and map the component to a document object type for a role. For instructions, refer to the Documentum TaskSpace Configuration Guide. Placing the plug-in JAR file If you are using BOCS, and you want page serving from the BOCS server, a plug-in JAR file is required on each BOCS server. After you install the Document Image Services DAR, you can place the plug-in JAR file. To place the plug-in JAR file: 1. Download the ImageServices_BOCS_6.7.zip file from the following location: http://powerlink.emc.com Note: The Powerlink website provides access to https://emc. subscribenet.com/control/dctm/index where a complete listing of products is available for download. 2. Unzip the downloaded ImageServices_BOCS_6.7.zip file. 3. Locate the JAR file, image-services-bocs-plugin.jar. 4. Copy the JAR file to the APP-INF\lib directory of the BOCS EAR on your application server. 5. Stop the application server and restart it. 16 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting Document Image Services DAR Deployment Chapter 2 This chapter discusses the following: Troubleshooting deployment of Document Image Services DAR Troubleshooting deployment of Document Image Services DAR If problems occur when you test Document Image Services deployment, use Webtop to ensure that the Document Image Services DAR installed the following items correctly: In System/Modules/ImagingServiceAnnotationPluginModules, look for the annotationconfig.xml file. In System/Modules/SBO, look for the following folders: com.documentum.pageaware.pdf.ipdfpagehandlerservice com.documentum.pageaware.tiff.itiffpagehandlerservice com.documentum.services.imaging.annotationservice.iannotationservice com.documentum.services.imaging.pageaccess.ipageaccess In System/Modules/ImageServiceModule, look for PageModificationModule. If any of these items are missing, try installing the Document Image Services DAR again. For instructions, refer to Installing the Document Image Services DAR with the DAR Installer, page 12. EMC Documentum Document Image Services Version 6.7 Deployment Guide 17

Troubleshooting Document Image Services DAR Deployment 18 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Chapter 3 Troubleshooting TaskSpace Image Viewer Deployment This chapter discusses the following: Troubleshooting TaskSpace image viewer deployment overview Troubleshooting the Brava! image viewer Troubleshooting the Daeja image viewer Troubleshooting the Adobe Reader image viewer Specifying the deployment location for the image viewer Clearing the browser cache Allowing display of documents without using ACS/BOCS Changing the threshold for page serving Troubleshooting TaskSpace image viewer deployment overview If you have deployed both TaskSpace and Document Image Services, you can configure one or more image viewers, such as Adobe Reader, Daeja ViewOne Pro, or IGC Brava!. This section contains information on troubleshooting these image viewers. Troubleshooting the Brava! image viewer, page 19 Troubleshooting the Daeja image viewer, page 23 Troubleshooting the Adobe Reader image viewer, page 24 Specifying the deployment location for the image viewer, page 25 Clearing the browser cache, page 26 Allowing display of documents without using ACS/BOCS, page 27 Changing the threshold for page serving, page 27 For information on troubleshooting PDF Annotation Services (PAS), refer to the Documentum PDF Annotation Services Deployment Guide. Troubleshooting the Brava! image viewer This section contains information on troubleshooting the IGC Brava! image viewer. Verifying that the Brava! Server is working, page 20 EMC Documentum Document Image Services Version 6.7 Deployment Guide 19

Troubleshooting TaskSpace Image Viewer Deployment Configuring the Brava! license server, page 20 Specifying the version of the Brava! cab file, page 21 Enabling client logs for Brava! viewer, page 21 View other users annotations in Brava!, page 22 Checking the Brava! viewer version, page 22 Removing the Brava! viewer from a client computer, page 23 Specifying the deployment location for the image viewer, page 25 Verifying that the Brava! Server is working The Brava! viewer requires a running Brava license server. The Brava server must be accessible to all Brava viewer clients on the network. To verify that the Brava! Server is working: 1. Launch Internet Explorer and login to your TaskSpace application. 2. Determine what file format has been mapped to the Brava! image viewer for the current TaskSpace application. (On the Configuration tab, select the root node and scroll down to Viewers and Formats.) 3. In a search tab or folder tab, locate a document of that format. Click Edit or Open. 4. Right-click a blank area on the browser and select View Source. The source HTML for the document view container appears in a text editor. 5. Search for the ServerProperties parameter and copy the content of the value attribute. 6. Launch a new Internet Explorer window, paste the value into the address bar. Change the "localhost" part of the URL to the computer name if the license server is different from the client computer. Press Enter. If there is no error message, then the Brava! Server is working. If there is an error message, refer to the Brava! documentation. Configuring the Brava! license server Brava! Server provides a mechanism for Brava! viewers on the network to acquire licenses. Ensure that the TaskSpace image viewer configuration file correctly specifies your Brava! license server location URL. To configure the Brava! license server: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for bravaserverproperties. Locate the default value: http://localhost:8080/bravaserver/properties 3. Change localhost:8080 to indicate the name or IP address of a valid Brava! license server, accessible to all client computers. For example: <param> <name>bravaserverproperties</name> 20 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting TaskSpace Image Viewer Deployment <value>http://myserver:8080/bravaserver/properties</value> </param> 4. Save the file. 5. Restart the application server. Specifying the version of the Brava! cab file Ensure that the TaskSpace image viewer configuration file correctly specifies the version of Brava! cab file. To specify the version of the Brava! cab file: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for BravaClientXWrapper. 3. Ensure that the specified version number matches that of your cab file. For example: <param> <name>codebase</name> <value>/wdk/imageviewer/brava/bravaclientxwrapper.cab#version= 6,2,3,19</value> <description>activex codebase</description> </param> 4. Save the file. 5. Restart the application server. Enabling client logs for Brava! viewer Client logs are helpful for diagnostic purposes when something unexpected happens. To enable client logs for Brava! viewer: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for bravaclientlogginglevel. 3. Change the value to 1 for fatal errors, 5 for no log, or any number in between. 4. Save the file. 5. Restart the application server. The log file is located on each client computer at C:\Documents and Settings\user ID\IGC\ClientLog.txt, where user ID is a Windows user name. For instructions on interpreting the log file, refer to the Brava documentation. EMC Documentum Document Image Services Version 6.7 Deployment Guide 21

Troubleshooting TaskSpace Image Viewer Deployment View other users annotations in Brava! By default, the Brava! viewer displays only the annotations owned by the current user. You can configure the viewer to load all annotations when the image is loaded, whether or not the annotation is owned by the current user. To view other users annotations in Brava!: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for <ViewerProvider name="brava">. 3. Add the following <param> and <param-mapping> parameters: <param> <name>bravapreloadreadonlymarkupnames</name> <value>true</value> <description></description> </param> <param-mapping> <name>preloadreadonlymarkupnames</name> <value>bravapreloadreadonlymarkupnames</value> <description></description> </param-mapping> 4. Save the file. 5. Restart the application server. Checking the Brava! viewer version If your client computers already have a version of the Brava! viewer, check whether it is a version that is supported with TaskSpace. For the versions of viewers that are supported with TaskSpace, refer to the Documentum TaskSpace Release Notes. To check the Brava! viewer version: 1. From a client workstation, launch Internet Explorer. 2. From the Tools menu, select Internet Options. 3. On the General tab, click Settings in the browsing history pane. The Settings dialog box appears. 4. Click View Objects. 5. Right-click the BravaXClientIAdapterCtrl class and select Properties. The BravaXClientIAdapterCtrl Class Properties dialog box appears. 6. Click the Version tab. If your client computers have a version of the Brava! viewer that is not supported with TaskSpace, refer to Removing the Brava! viewer from a client computer, page 23 22 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting TaskSpace Image Viewer Deployment Removing the Brava! viewer from a client computer If your client computers have a version of the Brava! viewer that is not supported with TaskSpace, it is a good practice to remove it before installing the supported version on each client computer. To remove the Brava! viewer from a client computer: 1. From a client workstation, launch Internet Explorer. 2. From the Tools menu, select Internet Options. 3. On the General tab, click Settings in the browsing history pane. The Settings dialog box appears. 4. Click View Objects. 5. Right-click the BravaXClientIAdapterCtrl class and select Remove. 6. In Windows Explorer, locate the C:\Documents and Settings\user ID\IGC directory, where user ID is a Windows user name. Delete all files in this directory. Troubleshooting the Daeja image viewer This section contains information on troubleshooting the Daeja ViewOne Pro image viewer. Enabling client logs for the Daeja viewer, page 23 Viewing Daeja viewer client logs, page 23 Checking the Daeja viewer version, page 24 Removing the Daeja viewer from a client computer, page 24 Specifying the deployment location for the image viewer, page 25 Enabling client logs for the Daeja viewer Client logs are helpful for diagnostic purposes when something unexpected happens. To enable client logs for the Daeja viewer: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for ImgEnableAnnotationTrace, daejatrace, ImgEnableTraceNet, and ImgEnableTraceJavaScript, and change the values to true. 3. Save the file. 4. Restart the application server. Viewing Daeja viewer client logs To view Daeja viewer client logs: 1. Login to your TaskSpace application. EMC Documentum Document Image Services Version 6.7 Deployment Guide 23

Troubleshooting TaskSpace Image Viewer Deployment 2. Determine what file format has been mapped to the Daeja image viewer for the current TaskSpace application. (On the Configuration tab, select the root node and scroll down to Viewers and Formats.) 3. In a search tab or folder tab, locate a document of that format. Click Edit or Open. 4. Bring up Sun Java Console from your browser. All Daeja client logs are output to the Java console. Checking the Daeja viewer version If your client computers already have a version of the Daeja viewer, check whether it is a version that is supported with TaskSpace. For the versions of viewers that are supported with TaskSpace, refer to the Documentum TaskSpace Release Notes. To check the Daeja viewer version: 1. Login to your TaskSpace application. 2. Determine what file format has been mapped to the Daeja image viewer for the current TaskSpace application. (On the Configuration tab, select the root node and scroll down to Viewers and Formats.) 3. In a search tab or folder tab, locate a document of that format. Click Edit or Open. 4. Click once anywhere inside the Daeja viewer to activate the viewer and then click the ViewOnePro logo at the lower right corner. Version information appears. Removing the Daeja viewer from a client computer If your client computers have a version of the Daeja viewer that is not supported with TaskSpace, it is a good practice to remove it before installing the supported version, on each client computer. To remove the Daeja viewer from a client computer: 1. In Windows Explorer, locate the C:\temp\viewone directory. 2. Delete all files in this directory. Troubleshooting the Adobe Reader image viewer This section contains information on troubleshooting the Adobe Reader image viewer. Configuring Adobe Reader byte serving on Firefox, page 24 Troubleshooting when image does not display using Adobe Reader, page 25 Configuring Adobe Reader byte serving on Firefox Some adjustments may be needed to allow byte serving to work for Adobe Reader browser control running on Firefox. To configure Adobe Reader byte serving on Firefox: 24 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting TaskSpace Image Viewer Deployment 1. Make sure Adobe Reader is selected for the plugin to use at Firefox. a. From a client workstation, launch Firefox. b. From the Tools menu, select Options. c. Select Content. Click Manage. The Download Actions dialog box appears. d. Select PDF and click Change Action. The Change Action dialog box appears. e. Make sure that Use this Plugin is selected and Adobe Reader is specified. f. Click OK. 2. Make sure PDF Download plugin is removed from Firefox. 3. Make sure Brava!Reader plugin is removed from Firefox. Troubleshooting when image does not display using Adobe Reader At this release of Viewer Framework, Adobe Reader browser control and Brava! viewer do not support URL fallback. If a document image does not display at Adobe Reader browser control, it is most likely that the ACS/BOCS is not configured and running correctly. The following steps apply only to Internet Explorer. To troubleshoot when image does not display using Adobe Reader: 1. Login to your TaskSpace application. 2. Determine what file format has been mapped to the Adobe Reader image viewer for the current TaskSpace application. (On the Configuration tab, select the root node and scroll down to Viewers and Formats.) 3. In a search tab or folder tab, locate a document of that format. Click Edit or Open. 4. Right-click a blank area near the Adobe Reader browser control and select View Source. The source HTML for the document view container appears in a text editor. 5. Search for name="src" and copy the value of the value attribute. This value is the URL for displaying the document. 6. Launch a new Internet Explorer window, paste the URL into the address bar, and press Enter. If the document still does not appear, then it is likely that there is a ACS/BOCS configuration issue. For further instructions, refer to Allowing display of documents without using ACS/BOCS, page 27. Specifying the deployment location for the image viewer For Daeja ViewOne Pro or IGC Brava!, make sure that the TaskSpace image viewer configuration file correctly specifies the deployment location for the viewer. To specify the deployment location for the image viewer: EMC Documentum Document Image Services Version 6.7 Deployment Guide 25

Troubleshooting TaskSpace Image Viewer Deployment 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for codebase. 3. Make sure that the specified path matches the deployment location for the viewer. For example: <param> <name>codebase</name> <value>/wdk/imageviewer/daeja</value> <description>applet codebase</description> </param> 4. Save the file. 5. Restart the application server. Clearing the browser cache The Viewer Framework is composed of many JavaScript files. Every hot fix, patch, service release or version upgrade of the Viewer Framework may involve changes in those JavaScript files. It is a good practice to clear the browser cache so that modified JavaScript file content can be downloaded to the client machine. Clearing the browser cache in Internet Explorer To clear the browser cache in Internet Explorer: 1. From a client workstation, launch Internet Explorer. 2. From the Tools menu, select Internet Options. 3. On the General tab, click Delete Files. 4. Click OK. Clearing the browser cache in Firefox To clear the browser cache in Firefox: 1. From a client workstation, launch Firefox. 2. From the Tools menu, select Clear Private Data. 3. Click Clear Private Data Now. 26 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting TaskSpace Image Viewer Deployment Allowing display of documents without using ACS/BOCS ACS/BOCS are separate products usually deployed on a separate machine other than the application server. To allow display of documents without using ACS/BOCS: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for usecontentserver. 3. Changing the value to false will make rich client viewers retrieve document images and annotations from the application server instead of ACS/BOCS. 4. Save the file. 5. Restart the application server. Changing the threshold for page serving Depending on the speed of your network connection, adjust the page serving threshold for optimal performance. To change the threshold for page serving: 1. Navigate to the directory where your web server is installed. From there, navigate to webapps/taskspace/wdk/config/imaging. Open ivf_config.xml in a text editor. 2. Search for <name>contentsize</name>. 3. Change the number of bytes in the <value> element. The viewer framework will try to use page serving if the content size is greater than the value specified.</value>. 4. Save the file. 5. Restart the application server. EMC Documentum Document Image Services Version 6.7 Deployment Guide 27

Troubleshooting TaskSpace Image Viewer Deployment 28 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Troubleshooting Privileged DFC problems Chapter 4 This chapter discusses the following: Troubleshooting privileged DFC problems in TaskSpace Troubleshooting privileged DFC problems in TaskSpace The following table provides an explanation of some possible problems you can encounter: Table 7 Troubleshooting problems in TaskSpace Message [DM_SESSION_E_CLIENT_AUTHENTICATION_FAILURE]error: "Could not authenticate the client installation for reason: Not applicable" [DM_SESSION_E_CLIENT_AUTHENTICATION_FAILURE]error: "Could not authenticate the client installation for reason: Digital Signature verification failed" [DM_SESSION_E_CLIENT_AUTHENTICATION_FAILURE]error: "Could not authenticate the client installation for reason: Client hostname in authentication string doesn t match value in the registry" [DM_SESSION_E_CLIENT_AUTHENTICATION_FAILURE]error: "Could not authenticate the client installation for reason: Timestamp in authentication string has expired" [DM_GROUP_E_PROTECTED_ROLE_UNKNOWN_CLIENT]error: "The requested role(role_name) is marked protected and the requesting application was either not known in this docbase s dm_client_rights table or its credentials did not match those in the dm_client_rights table" [DM_GROUP_E_PROTECTED_ROLE_PRIV]error: "The requesting application is not privileged to use role (role_name)." [DM_SESSION_E_ADD_DYNAMIC_ROLE]error: "Error adding dynamic role <dm_superusers_dynamic>" [DM_GROUP_E_NOT_DYNMAIC_MEMBER]error: "User is not a potential dynamic member of group role_name." AccessControlException Description Your DFC client is not known to the server Your DFC client does not match what is registered in the docbase (certificate) Your DFC client does not match what is registered in the docase (hostname) Client and server time synchronization Client is not privileged Client is not privileged Check docbase role definitions User must be added to the dm_superusers_dynamic role PageModificationModule has not been installed as privileged, or the module has been installed with an incorrect definition of its privilege EMC Documentum Document Image Services Version 6.7 Deployment Guide 29

Troubleshooting Privileged DFC problems Refer to Documentum Document Image Services Development Guide for instructions to configure and enable TaskSpace for privileged DFC. 30 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Chapter 5 Troubleshooting Annotations This chapter discusses the following: Troubleshooting annotations Troubleshooting annotations If you cannot save any annotations, you may need to reinstall the Document Image Services DAR. To troubleshoot this annotation problem: 1. Check the repository to determine whether the following components have been installed: AnnotationService SBO annotationconfig.xml (If the Daeja ViewOne Pro viewer is used) DaejaPlugin module 2. Reinstall the Document Image Services DAR. For instructions, refer to Installing the Document Image Services DAR with the DAR Installer, page 12 EMC Documentum Document Image Services Version 6.7 Deployment Guide 31

Troubleshooting Annotations 32 EMC Documentum Document Image Services Version 6.7 Deployment Guide

Index A Adobe LiveCycle Reader Extensions, 15 Adobe Reader byte serving on Firefox, 24 configuring for TaskSpace, 15 troubleshooting, 24 25 annotations Brava!, viewing other users, 22 troubleshooting, 31 B BOCS, plug-in JAR file, 16 Brava! cab file version, 21 configuring for TaskSpace, 14 license server, configuring, 20 logs, enabling, 21 removing viewer, 23 Server, 20 viewer version, 22 viewing other users annotations, 22 browsers, clearing cache, 26 D Daeja checking version, 24 configuring for TaskSpace, 14 logs, enabling, 23 logs, viewing, 23 removing viewer, 24 DAR Installer field definitions, 13 installing plug-in, 11 darinstallerconfig, 11 darinstallerlogs, 11 darinstallerworkspaces, 11 deployment image viewers, 25 overview, 7 planning, 8 prerequisites, 11 troubleshooting, 17 Document Image Services deployment overview, 7 planning, 8 prerequisites, 11 Document Image Services DAR installing, 12 restrictions, 12 F Firefox, Adobe Reader byte serving, 24 H High Fidelity Forms configuring for TaskSpace, 16 I image viewers Adobe Reader, 15 Brava!, 14 comparison of, 9 Daeja, 14 deployment location, specifying, 25 High Fidelity Forms, 16 page access, 10 PDF Annotation Services (PAS), 15 installing DAR Installer, 11 J JAR file plug-in, 16 L license server, configuring Brava!, 20 logs enabling for Brava!, 21 enabling for Daeja, 23 viewing Daeja, 23 P page access, image viewers, 10 page serving, threshold, 27 PAS, See PDF Annotation Services (PAS) requirement for, 11 PDF Annotation Services (PAS) configuring for TaskSpace, 15 prerequisites, 15 prerequisites JRE, 8 privileged DFC, troubleshooting, 29 T threshold, page serving, 27 troubleshooting Adobe Reader viewer, 25 annotations, 31 Brava! Server, 20 DAR deployment, 17 privileged DFC problems, 29 V version Brava! viewer, 22 EMC Documentum Document Image Services Version 6.7 Deployment Guide 33