ndMail Troubleshooting

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ndMail Error Handling

ndMail communicates with the NetDocuments servers via a secured SSL connection to prevent inadvertent data loss. For more information, see  Security Infrastructure in the ndOffice Technical Overview (version 2.1). Certain errors may occur during the communication process due to:

  • Local Internet failures
  • Slow responses or no responses at all from the intermediate Internet gateways
  • Errors returned from the NetDocuments servers

Error messages are intended to communicate a cause and resolution of a problem that might have occurred.

No Internet Connection or No Connection to NetDocuments (502-504 error)

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Cause

This notification appears when you are logged in to NetDocuments, but there is no Internet connection or when there is no connection to NetDocuments.

Resolution

When you restore your connection, try again. If the error message appears again, submit a support request including a trace log of the failure and the time this error has occurred.

 
No Connection to Exchange Server

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Cause

This error message appears when there is no connection to Microsoft Exchange Server.

Resolution

When you restore your connection, try again. If the error message appears again, you need to contact an administrator or submit a support request including a trace log of the failure and the time this error has occurred.

 

Internal Server Error or an Error in Getting Predictions Call

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Cause

This notification appears when the issue happens on the server or on getting the predictions call.

Resolution

When you restore your connection, try again. If the error message appears again, you need to contact an administrator or submit a support request including a trace log of the failure and the time this error has occurred.

 
No Cabinet Available

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Cause

This notification appears when there are no cabinets available as there is no active repository.

Resolution

To resolve this issue, you need to contact the administrator.



No Data to Generate Predictions

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Cause

This notification appears when there are no predicted filing locations.

Resolution

To find a filing location, you need to click the browse link or the Browse button.

 

Search Criteria Cannot Find Matching Results

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Cause

This notification appears when ndMail returns no results matching the search criteria.

Resolution

To find a filing location, you need to refine their search criteria or click the browse link (or the Browse button).

 
Search: Server is not Accessible during OR with No Internet Connection

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Cause

This notification appears when there is no connection to the server.

Resolution

To resolve this issue, you need to contact the administrator.

 

Logging and How It Works

Log
Description

ndMailApplication.log

Log exceptions that occur in the ndMail application that includes exceptions’ stack traces. These logs are always system-created, and they do not depend on user’s settings.

ndMailOutlookAddIn.log

Log exceptions that occur in the ndMail Outlook add-in that includes exceptions’ stack traces. These logs are always system-created, and they do not depend on user’s settings.

ndMailOutlookAddInTrace.log

Tracing logs in the ndMail Outlook add-in. These logs include time of execution, duration, and method parameters of the add-in. These logs depend on the TracingEnabled registry. (HKEY_CURRENT_USER\SOFTWARE\NetDocuments\ndMail). The default value is False. Users need to modify it to True.

ndMailApplicationTrace.log

Tracing logs in the ndMail application. These logs include time of execution, duration, and method parameters of Tray Application. These logs depend on the TracingEnabled registry. (HKEY_CURRENT_USER\SOFTWARE\NetDocuments\ ndMail). The default value is False. Modify it to True.

ndMailApplicationRESTApiTrace.log

REST API trace – logs interactions with REST API. Shows request, response, time, duration, and request parameters. These logs depend on the RestTracingEnabled registry. (HKEY_CURRENT_USER\SOFTWARE\NetDocuments\ndMail). The default value is False. Users need to modify it to True.

ndMailApplicationJournal.log

Logs that have information about the start/stop/connection lost/restored activities. Also, include key operations like email filing started, email filing finished, and so on.

 

 

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