Configuring & troubleshooting FTS and Infomine

Version 3
    Question

    When using FTS and/or Infomine, you may receive 'error -100', 'Cannot locate common and style directories' 'database collection mismatch' 'error 23 disk full error'.  This article will describe the config and toubleshooting steps necessary to fix.

    Answer

    Configuring and scheduling InfoMine builds

     

    When you have built your initial collections, we recommend that you schedule builds on one computer (preferably not one used for logging calls) to maintain

    your collections with new and modified HelpDesk calls. You can schedule when the collections will be rebuilt, for example, you can schedule builds each night at

    midnight.

     

    If you run InfoMine Builder as a system tray application, you can, however, override this, and force a build at any time. InfoMine Builder then rebuilds the

    collections as scheduled. 7 For more information about forcing a build, see the version 6 Supervisor Guide page 298.

     

    Each time you build a collection, an audit log is created. If, for any reason you have a problem whilst building a collection, you can view any errors or messages in the audit log. The audit log appears in the same folder as the collections you have built and is called auditbld.txt. The way you access the scheduling window depends upon the way you have InfoMine Builder set up on your computer. If you have InfoMine Builder set up as:

     

    - a Windows Service, Run InfoMine Builder Configuration from the HelpDesk | Configuration Tools program group.

     

    - a system tray application, On your System Tray, right-click the InfoMine Builder icon then click Configure on the shortcut menu.

     

    Configuring and scheduling Free Text Search Builds

     

    You can schedule the frequency of the Free Text Search build. You do this in the same way as scheduling an InfoMine build.

    In addition to scheduling the Free Text Search Builder, you can also specify which of the five tables listed below you want to search.  (For more information, see Configuring and scheduling InfoMine builds on page 296 of the version 6 Supervisor Guide.)

     

    - CALL Which includes Call, Call Note, ActionTrack, ActionTrack Note, Call Resolution Note, and Call Closure Note tables

    - CUSTMER and CUSPERS (User Details and User Contact tables).

    - SPECFAC Inventory Details table

    - GENFAC Inventory Type table

    - CUSTFAC User Inventory table

     

    Troubleshooting FTS and Infomine Errors

     

    Start by looking through the “Known Errors and their causes” section.  If the error that you are not seeing isn’t in there, check that the Infomine Path and FTS Path in the registry (HKEY_LOCAL_MACHINE | Software | Touchpaper Software| HelpDesk | Infomine ) is pointing to the correct  folder and has a \ character on the end of the path.  If this does not resolve the issue then see the section under “Rebuilding a fresh collection”.

     

    Known Errors and their causes

    Too many or too little results returned in FTS

    The number of results returned by FTS will default to 20. To specify the number of results returned add the following registry setting, then set the string value to the required number of results:

     

    HKEY_LOCAL_MACHINE | Software | Touchpaper Software | HelpDesk | Infomine | Free Text Results = (the number you require - the default is 20).

     

    Too many results returned in Infomine

    To restrict the number of results returned add the following registry setting, then set the string value to the required number of results:

     

    HKEY_LOCAL_MACHINE | Software | Touchpaper Software | HelpDesk | Infomine | Rows = (the number you require – recommend 30).

    "Disk full error code -23"

    Building Infomine from a PC other than the database Server, the following error is displayed:

    "Disk full error code -23"

    Apart from the obvious possibility that the drive where the collection is building has actually run out of hard disk space, the Infomine Registry entry had a UNC (Universal Naming Convention) path for the Infomine directory. By changing the UNC name to a mapped drive letter in Infomine Registry entry, the error was resolved.

     

    Status 20 "Cannot locate common and style directories".

    When trying to perform a Build All in Search Builder, the following error is displayed:

    Status 20 "Cannot locate common and style directories".

     

    In this case, the problem was, that the location of the Infomine folder was too deep and used long path names. Relocated the Infomine Directories at a higher level in the directory structure and changed the path in the Infomine section of the Registry; HKEY_LOCAL_MACHINE | Software | royalblue Technologies | HelpDesk | Infomine e.g. to e:\infomine\.  Then ran a Build All to rebuild the collection in this new location.  Alternatively see, Rebuilding a fresh collection.

     

    "Warning database collection mismatch. Unable to find associated record in database."

    When trying to use Infomine users get the following error message:

    "Warning database collection mismatch. Unable to find associated record in database."

     

    In this instance, Infomine was giving a Collection mismatch error because it was searching for a call that had been previously archived. 

    The solution was to perform a "Build all" in SearchBuider for Infomine.

     

    “Error 31”

    When running Search Builder an error 31 is always received.Both an Update build and complete rebuild also both return the same error.

    Rather than a rebuild, a complete deletion and re-installation from the CD of the relevant directories (see Rebuilding a fresh collection for more information) followed by a rebuild has been seen to clear this problem.  This can be caused by a corruption to the Infomine directory structure itself.

     

    “Cannot open file share.txt”

    Infomine not working from 1 PC, when using Infomine it displays the message, “Cannot open file share.txt”.

    HelpDesk needs to be able to write new files into the infomine sub-directories. Read/write/update network rights are required for all files and folders within the main \infomine directory.  All HelpDesk operators should be granted the appropriate network rights to the infomine folders.

    Also check that the path to the collection is correct. Check within the registry the Touchpaper software| Infomine | Infomine Dir shows the correct path.

     

    “Collection is down”

    When trying to access or rebuild Infomine receive “Collection is down” error.

    On this occasion, deleting COLLECTN.STP from \infomine\infomine subdirectory cured the problem. This would suggest that a previous build had been externally interrupted, and so the relevant lock file was not removed.

     

    “Search collection error 33” or “General error has occured, error code 2”

    Infomine – “Search collection error 33” occurred when attempting to do a SearchBuilder 'Update' build, which was followed by a “General error has occurred, error code 2”.

    Check to see if the PC/User Profile running SearchBuilder has the required privileges/permissions to the database directory

     

    Rebuilding a fresh collection

     

    Where problems are occurring with the behaviour or activation of Infomine, Free Text Search, or KnowledgeBase, and none of the above suggestions have resolved the issue then the advice below has been seen at times to be an effective solution.

     

    Copy the existing Infomine and/or FTS folder to a new temporary position on the HelpDesk server.  For example: if the previous folders were in e:\helpdesk\verity26\infomine\ & e:\helpdesk\verity26\FTS\ then move the folders to e:\Infomine\ and e:\FTS\.

     

    Copy the Infomine and/or FTS folder from the Helpdesk CD over the old collection on the HelpDesk server e.g. to e:\helpdesk\verity26\infomine & e:\helpdesk\verity26\FTS.  You will need to ensure that all files copied from the CD have the attribute of "Read Only" removed.  The files are flagged as 'Read Only' because the collection had been copied from a CD, a media source that has an attribute of Read Only.  NOTE: Unfortunately this may take a few minutes to complete as each file and sub-folder within the folder needs to be altered to not be flagged as Read-only.

     

    Ensure that the registry on the machine where the FTSBuilder or InfoBuilder is run to points to the correct location.  For example:

     

    HKEY_LOCAL_MACHINE | Software | Touchpaper Software| HelpDesk | Infomine | Free Text Collection Dir = “e:\helpdesk\verity26\FTS\”

    HKEY_LOCAL_MACHINE | Software | Touchpaper Software | HelpDesk | Infomine | InfoMine Dir = “e:\helpdesk\verity26\infomine\”

    (ensure that a \ is on the end of the path)

     

    Finally, carry out a 'Build All' operation within Search Builder for Infomine and/or Free Text Search.

     

    NOTE: If at this stage you receive an "Access Denied" error then some of the files copied from the CD still have the attribute of "Read Only".  The files are flagged as 'Read Only' because the collection had been copied from a CD, a media source that has an attribute of Read Only.  You need to remove this attribute before the build will run.

    Environment

    HD/SC Classic all