Failure Triage and Escalation

The order to check things in, and what to send GDSI when you open a ticket.

Triage order

1. Check ArchiveRequests for Status and RetryCount.
2. Join ArchiveAudit on ArchiveRequestUID and read Error for the failing documents.
3. Confirm GDSI.DMSyncArchiveService is running and the iManage service account still authenticates.
4. Confirm the storage target is reachable and has space.

Note Checked-out documents are the most common cause of Partial Success. Confirm that before assuming a fault. ArchiveCheckinPeriodInYears controls how old a checkout must be before Archive checks it in automatically; anything newer stays checked out.

Repair

With the service stopped, this updates document information for archived documents:

.\DMSync.ArchiveService.exe ArchiveRepair

What the Client owns

• Entering and reviewing rules.
• Watching request status and clearing failures.
• Capacity, backup and retention on the archive storage target.
• Journal cleanup in iManage Control Center.
• Deciding what gets archived, and when.

Where GDSI assists

• Service account changes and password rotations.
• Storage location moves and library additions.
• Changes to appsettings.json.
• Version upgrades of the Archive components.

Opening a ticket

Send all of the following. This set resolves most cases on the first reply.

• The logs from the ArchiveService\logs\Date directory from the server.
• The ArchiveRequests.UID of the affected request.
• Its Status and RetryCount.
• The matching ArchiveAudit rows, including the Error text.
• The rule name, if the request was automated.
• What changed in the environment recently — accounts, storage, iManage version, network.

Warning Never hand-edit the archive columns in Documents or Workspaces, and never delete rows from ArchiveRequests.