Error: Unable to add attachments via RecQueryTC
Symptom
When attempting to add an attachment or check-in an attachment, the
system fails to add the attachment. No error message is received but the attachment list isn't
updated to include the new attachment.
Note: This article assumes that when using RecFind users are able
to an add attachment successfully, the problem only occurs with
RecQueryTC.
Cause
The RecQueryTC attachment function utilizes FTP to transfer files to
and from the workstations. Incorrect configuration of the FTP settings
is the most common cause of the attachment functions failing. This
article discusses steps involved in confirming your configuration.
Solution
1.
Check the SETUPTC.INI file
In the
RecFind\RecQueryTC directory you will find a file called SETUPTC.INI, if
not you will find the file in the RecFind directory or IIS server’s
Windows\System32 directory.
Load the SETUPTC.INI
file in to Notepad.
The SETUPTC.INI file
displays the settings that RecQueryTC will use to connect to the FTP
site.
2.
Confirm correct SETUPTC.INI configuration
To confirm the settings
in your SETUPTC.INI, from your web browser (i.e. Internet Explorer),
enter the following URL:
ftp://<ServerName>:<PortNumber>
substituting <ServerName>
and <PortNumber> with the values found in the SETUPTC.INI file, for
example using the above SETUPTC.INI you would enter the following:
ftp://webserver:21
If you haven’t permitted
anonymous access you may receive an error saying permission denied. If
this is the case, right-click on the blank “page” within Internet
Explorer and select “Login As…”.
When prompted, enter the
ftpUserName and ftpPassword as specified in the SETUPTC.INI file.
Note: the above
screen does not show the port number of 21. This is caused by 21 been
the standard port number for FTP.
If it successfully
connects, it confirms that the SETUPTC.INI file is correctly
configured.
If it doesn’t connect
correctly, review your FTP site configuration. See section ‘Checking FTP
site configuration’. If you haven't created the FTP site at all,
please refer to the RecQueryTC Installation Guide for instructions and
update the SETUPTC.INI to reflect the correct settings.
3.
Checking permissions
Next, attempt to save a
file to the site. To do, create a temporary text file on your desktop
and then drag the icon from your desktop to the browser window. If
successful the file will now appear as shown below.
If you are unable to
save the file to the ftp site it indicates that there is a problem with
permissions. If using anonymous access, please confirm that the user
assigned to the anonymous account has permissions to write to the FTP
site. See section ‘Checking FTP site configuration’ for more
information.
4.
What’s next?
If all of the above works, it confirms that the file is reaching the web
server.
Please ensure that you can view attachments successfully. If you receive
‘File Not Found’ errors when trying to view attachments please ensure
that the RecFind directory that the RecQueryTC installation is part of
is the same installation that your normal users connect to via RecFind.
If you also can’t view attachments, it may also indicate that the image
directory paths are hard-coded to a particular drive letter which isn’t
available on the IIS server. The image directory paths can be viewed by
RecFind’s database maintenance module. If a full path is specified, eg.
R:\RECFIND\HRIMAGES please ensure that this is a valid path on the IIS
server.
Finally, check that the
Windows Event Log (Application Log) for errors that occur at the same
time you as attempting to add an attachment. If the error doesn’t
clearly indicate a cause, please supply this information to GMB Support
for analysis.
Checking FTP site configuration
§
Confirm the port number
To confirm the port
number, view the properties of the FTP site through IIS. On the ‘FTP
Site’ tab the TCP port is displayed (see below), please ensure that it
matches the PortNumber value in the SETUPTC.INI file. If not, alter your
SETUPTC.INI file to be the correct value.
§
Check the FTP Site Directory
The FTP Site Directory
must be the TMP directory of the RecQueryTC directory. If your
RecQueryTC web site has a home directory of C:\RECFIND\RECQUERYTC then
your FTP Site Directory must be C:\RECFIND\RECQUERYTC\TMP.
Note: there is also a
TMP sub-directory in the RecFind directory, this is not the correct
location. It must be the TMP sub-directory in the RecQueryTC directory.
The FTP Site Directory
is displayed on the ‘Home Directory’ tab of the FTP Site properties
screen.
§
Checking anonymous user account
This section only
applies if the ftpUsername in the SETUPTC.INI file is set to anonymous.
If your FTP site is
configured to allow anonymous connections, no password verification will
occur and users will inherit the privileges of the user account defined
on the ‘Security Accounts’ tab of your FTP site (see below).
In this example, users
will connect as the account ‘ftpuser’ in the GMB domain. To ensure that
this account exists and is valid, please use the ‘Browse…’ button
located next to the Username to select the account.
You will need to ensure
that file permissions allow the ‘GMB\ftpuser’ account to write files to
the directory specified as the FTP Site Directory, ie. the TMP
sub-directory of the RecQueryTC directory.
HINT! As a test, set
the Username to the system administrator. This will typically avoid any
permission issues as the ‘administrator’ account has full access to all
directories.
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