Problem:
When
you try to view a document you receive a message that says Thumb Loading Failed
or Document Page Not Retrieved. You may
also see "Tacos For All" or "This is empty" in the title
bar of the document window.
The web
viewer may not display a message, instead the document is never displayed; the
document keywords might be displayed instead.
Version:
All
Versions of MaxRecall and MaxRecall’s web-based viewer.
Cause:
The
document files can't be opened on the client because the file transfer from the
document file server to the client failed or the files were not found where
they were expected to be.
Troubleshooting:
First,
remember that in this context, the client is any machine running Document
Retrieval or the web viewer site.
This means a client could technically be a server itself, like a terminal
server or a web server.
The
document file server is any machine where the MaxRecall File Server is running. The Filer Server is the ZZBURRO executable;
it’s part of the TPO Services. The File
Server is responsible for storing new documents as well as retrieving documents
for clients.
The File
Server runs on MaxRecall Filers and any MaxRecall scan/import computer marked
for Shared Indexing. A system can have
more than one Filer as well as more than one computer marked for Shared
Indexing.
With
that in mind, determine the scope of the problem:
Does
the error occur only on certain documents?
Does
the error occur only on certain machines?
Does
the error occur only for certain users?
Does
the error occur in Document Acquisition?
Does
the error occur in Document Retrieval?
Does
the error occur in the web viewer?
If the
error occurs for all users or on all machines then most likely the problem is
the TPO Services on the document file server, or that server's network
connection, so you'll want to refer to items 1, 2, 3, 4, 5, 8, 9, 10, 11, 12,
14 and 15 in the list of possible solutions.
If the
error only occurs on certain machines or for certain users then refer to items
7, 8, 9, 10 and 12.
If the
error occurs in Acquisition then refer to items 1, 2, 3, 4, 5, 6, 7, 8, 9 and
10.
Instructions
for stopping and starting the TPO Services are included at the end of this
document.
Possible Solutions:
1. Ensure TPO Services are installed and started on the machine
where the files are located.
2. Check Windows Task Manager on the machine where the files
are located to make sure the processes zzhms.exe and zzburro.exe are running; zzburro.exe
handles file transfers.
3. Restart the TPO Services on the file server. When you restart the TPO Services make sure
zzhms.exe, zzburro.exe and zzlouie.exe are no longer listed in Windows Task
Manager running Processes after you've stopped TPO Services. If the services
are busy it may take a few minutes for them to respond to the stop request.
4. TPO Services (zzburro, zzlouie) could be hung or have the
Filer port locked on the file server. Stop TPO Services on the file server and
make sure zzburro and zzlouie stop. If they don’t then end the hung process, or
processes, and restart TPO Services.
5. If zzburro.exe will not run then find the ortcloud.ini file
and verify it has a valid Computer ID, DB Source, DB Name and Install Path. If
there is no Computer ID, or if any of the other information is incorrect, then
TPO Services may not start correctly. Contact MaxRecall Support if you need
help updating the ortcloud.ini file.
6. If you're having trouble with Remote Indexing, check the
Computer setup in Administration for the computer you're on to make sure Allow
Indexing is turned on and make sure Share Indexing with Other Computers is
checked in the setup for the remote computer. Also make sure your Team or
Member setup does not have permission number 18, No Remote Indexing.
7. Ensure the MaxRecall Tmp directory on the client machine
that's getting the error is not full. If
so, see solution 00000010, Temp Cache Locked.
8. Ensure firewalls, on the client and server, are configured
to allow the MaxRecall top level programs Document Retrieval and Document
Acquisition. You will also need to allow the TPO Services: zzhms, zzburro and
zzlouie. You
may need to also add port exceptions for 2022 and 2023 (check Magic Numbers in
Admin to verify ports). If the web viewer is having trouble then make sure
ports 49152-65535 are open on the web server.
This list is not absolute but includes the most common exceptions.
Firewall and Anti-virus exceptions:
\MaxRecall\###\, company directory
\MaxRecall\programs\
\MaxRecall\programs\zzviewer.exe, Document Retrieval
\MaxRecall\programs\zzinbox.exe, Document Acquisition
\MaxRecall\programs\zzhms.exe, License verification service
\MaxRecall\programs\zzlouie.exe, Task Scheduler
\MaxRecall\programs\zzburro.exe, Filer
\MaxRecall\programs\zzsetup.exe
Ports 2022 and 2023, Standard MaxRecall Filer and Scheduler listening ports. Verify which ports are actually used in MaxRecall Administration, Magic Numbers. If different from the standard then exceptions will need to be added for those.
Port 1433, Standard SQL listening port. Verify which TCP/IP port(s) SQL is listening on under Network Configuration, Protocols for MSSQLSERVER, and Client Configuration, Client Protocols, in the SQL Server Configuration Manager on the SQL server.
Sometimes it’s also necessary to allow MaxRecall to access ports 49152-65535, the default Windows Ephemeral dynamic port range.
Data Execution Prevention exceptions:Varies but typically zzviewer.exe
9. Check for anti-virus software that may be blocking MaxRecall
applications, on the client and server.
10. Make sure you can ping the file server from the client and
vice versa. Ping both the IP Address and
Name. Make sure that when the Name is
pinged that the correct IP Address is returned.
If not, then you could have a DNS or network issue.
11. Turn on Winsock logging on the client computer, close and
reopen the program then recreate the error.
The WS log will be in the MaxRecall\###\support folder. It gives more detailed information about what
happens during the file transfer process and will show Winsock errors. Contact MaxRecall support for more
information about turning on the logging and interpreting the log.
12. Check the bind order of the NIC cards on the filer: Control Panel>Network Connections>Advanced
Menu>Advanced Settings>Adapters and Bindings>Connections. Compare the order to the order shown when you
do an IPConfig /ALL. The NIC card with
the correct IP address should be listed first in the bind order. If you change the bind order you must restart
the TPO Services.
13. Ensure that all network infrastructures can handle
non-standard port FTP transmission.
14. If an existing computer has been given a new Computer ID in
MaxRecall and the old computer had unfinished documents in its Inbox then the
old Computer ID will have to be reassigned manually in order to access the
documents in that computer's Inbox. Contact MaxRecall Support for help
reassigning a Computer ID.
15. Check the Filer Host ID and make sure it’s the Computer ID of
the Filer.
16. Check available disk space on the filer. If the drive is full then the TPO Services
cannot function properly.
Stopping and Starting The TPO Services
To restart the services first open Window’s
Task Manager and click on the Processes tab then select “Show processes from
all users”. In newer versions of Task
Manager you’ll want to click on the Details tab.
Click on the Image Name, or Name, column
header to sort the processes alphabetically.
You’ll want to make sure you can see which “ZZ” processes are running.
With Task Manager still open, open Window’s
Services and scroll down to find TPO Services.
Right click on TPO Services and select Stop. In newer versions of Task Manager you can
access Services from the Services tab in Task Manager.
If all the processes receive and respond
correctly to the stop request then you will no longer see them listed in Task
Manager. If ZZHMS, ZZLOUIE and ZZBURRO
are not running then it is OK to start the TPO Services.
If any of the processes do not respond to the
stop request then they will have to be stopped manually. Right click on each process and select End
Process. If there are any ZZTAXI
processes running then go ahead and do an End Process on those as well. Once they’re all stopped then go ahead and
start the TPO Services.
Please contact support for further assistance if you're
unable to resolve the problem.