Document Upload Error XOG-4002

Products

• Clarity PPM SaaS
• Clarity PPM On Premise

Issue/Introduction

Scenario: Knowledge Store is maintained on a environment than that of Production.

XOG backups of the knowledge store are taken before refresh activity and is restored after.

After upgrading from 15.9.3.1 to 16.2.1.1 to 16.2.3.1, the error occurs when xogging documents:

          <ErrorInformation>
            <Severity>FATAL</Severity>
            <Description>XOG-4002: Failed to import documents.</Description>
            <Exception><![CDATA[
com.niku.dms.util.DMSException: Could not retrieve file from file store.

Reindexing commands did not help.

admin search recreate-index-files
admin search recreate-index-data

 

Resolution

When the filestore is backed up, it stores the following structure:

          <Document allowNonParticipants="0" fileCreatedDate="2024-11-27T00:00:00" hasAllParticipants="1" language="en" name="text5_red.txt" numCheckoutDays="1" owner="admin" status="0" versioningEnabled="1">
            <Version id="5aaaaaa" owner="admin" versionNumber="1"/>
          </Document>

Example file path:
[CLARITY_FILESTORE_PATH]\clarity\Files\nnn\mmm\version_id
[CLARITY_FILESTORE_PATH]\clarity\Files\013\005\5aaaaaa

The XOG write XML file only uses the Version id to correlate the file to the file in the filestore.

The error indicates the version id referenced does not match the version id of the document on the file store

1. When a file is removed or deleted and reuploaded, it is assigned a new version id.

2. If the path to the file/version id is removed, and an attempt to xog in the document, the error will appear

3. If the path+file is recreated, XOG will not work.

Therefore, the issue is not due to an upgrade, but due filestore backup,maintenance, and restore.
It is recommended that the only one filestore is maintained and backed up in the Production environment.
The resolution, then is to not use only one filestore backup and to restore the latest backup to that destination environment.