Unable to upload attachments

Products

• Clarity PPM SaaS
• Clarity PPM On Premise
• Clarity FedRAMP

Issue/Introduction

Unable to upload attachments and app ca log has the below errors 

(clarity:XXXXX:XXXX__XXXX-XXXX-XXXX-XXX-XXXX:pma.ideaPropertiesSave) (75319e13-1991-46cf-8ca4-af4776e6fdac) LuceneSearchEngine.addFileToIndex: IO problem while adding to index
org.apache.lucene.store.LockObtainFailedException: Lock obtain timed out: SimpleFSLock@\\ClarityFilestore\ca\ppm\searchindex\clarity\nspiderfile\write.lock

Environment

Clarity 16.2.x, 16.3.x

Resolution

1. Stop all the services 
2. Login to CSA --> Documents and Search and Uncheck Use Synchronous Indexing    
3. Navigate to File Store directory in the application servers or NFS and look for file write.lock under \\ClarityFilestore\ca\ppm\searchindex\clarity\nspiderfile  and delete it
4. Delete the nspider and nspiderfile folders from the directory \\ClarityFilestore\ca\ppm\searchindex\clarity
5. Run the "admin search recreate-index-data" command and ensure it completes without error
6. Then run the "admin search recreate-index-files" command ensure it completes without error
7. Restart all the services 
8. Run the Job "Index Contents and Documents for Searching" and ensure it completes without any error 

 

Additional Information

Note

• The index commands admin search may take long time to run & consume resources. We recommend to run when clarity services are stopped 
• The file store directory provided above is an example and it can change based on configuration 
• Make sure to run the job Index Contents and Documents for Searching scheduled daily.
• This job should be scheduled to run a regular basis to index the content data for searching to prevent errors