Troubleshooting Oracle Aconex

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Introduction

This article is for troubleshooting collections in Oracle Aconex.

Prerequisites

Reviewing the Knowledge Base Article: https://rampiva.atlassian.net/wiki/spaces/KB/pages/31424516

Troubleshooting Questions and Answers

Level 1

1	Is it possible please to confirm how the charges work on the extraction? I.E. if exporting the same project folder multiple times but using different settings on the packaging portion is there just one fee?	The license is not a single use license, however it will only work with the specified project. Therefore you can download from the same project as many times as needed. We only bill on the total project size, regardless of how many times is is downloaded.
2	I’d like to run an export of one of these projects as a test for a setting however I need to be sure this would not be charged to our client?	The system allows for a 50 item test to be run on any project that you have access to, free of charge.

Level 2

1	Can you provide a list of the types of events that appear in the event log?
2	In an attempt to complete this task as quickly as possible, I am trying to open more than one instance of the Collector tool so that multiple downloads are in progress at the same time. Sometimes multiple instances can be opened, but on other occasions the below error is received. Is this something that you have seen before?	If you want to run multiple instances of the collector in parallel, you should make a copy of the application folder (by default installed to C:\Program Files\Rampiva\Collector for Aconex) for every parallel instance that you need to run. For example, if you wanted to run 3 instances in parallel, you could copy the application to: C:\Tools\Collector for Aconex1 C:\Tools\Collector for Aconex2 C:\Tools\Collector for Aconex3

Level 3

1

Does someone have time for a screenshare to discuss Export Options? Or can you provide further information about each setting/which should be used:

The default settings are what we typically recommend, especially for processing in Nuix. Unless you have special processing requirements that would require you to select other options. Typically that is an issue when processing in other processing tools.

2

With regards to the export option ‘Separate Attachments from Mail’, if this is not selected/unchecked, would processing still extract the attachment?
If you could provide an explanation of how the results would differ if this option were selected/unchecked, it would be much appreciated.

With Aconex, emails can have a large number of attachments (there might be cases of emails with more than 100 attachments), and also attachments can be very large (potentially more than 2 GB).

When packaging the Aconex emails, the Rampiva Collector creates corresponding .eml files. If attachments are embedded into the emails, then the .eml will contain all attachments. This can pose problems when trying to view those emails in native format, for example in Outlook, which is not designed to handle such a large number of attachments, and of such large size, and which might hang or crash.

For this reason, we introduced the option to Separate Attachments from Mail. When selecting this option, all email attachments will still be presented as family members when processing in Nuix, but they will not be embedded in the .eml file. When consulting the email as a native .eml in Outlook, you will only see the body of the email. However, the loadfile export will have the family information, along with the attachments. Our recommendation is to have the Separate Attachments from Mail option selected.

Error Messages

1

Aconex API Unauthorized.

Aconex API The remote server returned an error: (403) Forbidden.

Aconex API The remote server returned an error: (503) Server Unavailable.

Aconex API The operation has timed out.

These are atypical and most likely correspond to data that is inaccessible on the Aconex side. We have seen similar cases before, and had the end-client reach out to Aconex and the conclusion was that the data was corrupted and inaccessible on the Aconex side.

To confirm that this is the case, you can attempt to manually access these documents or emails using the regular Aconex web page.

The Rampiva collection log should indicate either the Aconex document number, or the API unique identifier. With those, you can pinpoint the item on the Aconex webpage and attempt a manual download, which I suspect will fail with a similar error message.

If you are able to download them manually, we can look into more detail in the Rampiva Collector log to understand what is happening.

2

Aconex API Error 5 deleting file '...': Access is denied.

If these errors appear for the same items that encounter issues of category 1 and 2, then they are redundant and can be ignored. Otherwise, they most likely correspond to a process on the collection computer keeping a lock on these temporary files, such as an anti-virus.

If these are not related to categories 1 and 2 and persist retries, we recommend either temporarily disabling the anti-virus during the collection, setting up an exclusion for the collection destination folder, or performing the collection from a vanilla computer which does not have the typical corporate anti-virus mechanisms in place.