Commander
Commander
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Losing edits on MS Word documents in CM 9.3

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We have migrated from HPRM 8.3 to CM 9.3 in December 2019, and we're getting a number of users losing edits. There have been two different scenarios that we have identified so far;

Scenario A:

  1. User A opens Word document from a record for edit
  2. User B views the document in either Preview or Open for View then closes it
  3. User A tries to save document, and it complains the document is not the latest one.

We didn't have this issue before in 8.3 - but audit log indicated viewing the document modified the record. After a bit of investigation, we found a couple of checkboxes in the Record Type dialog box that can treat a view as a modification to the record

  • Update Last Action Date when document if viewed
  • Confirm document previews when viewing is audited.

We're unsure if we ever had them ticked in HPRM8.3 prior to the upgrade but we have since unchecked them in CM9.3 regardless. We'll see if the error comes up again.

Scenario B:

  1. A user opens a Word document from a record for edit (not explicitly checked out to the local folders)
  2. Work on the document for a number of hours on the same day (some users 3 hours, some up to 6 hours)
  3. The user closes Word document, with "Check in on Close" button in "Content Manager" menu highlighted
  4. Open the same document from Content Manager, and all changes are lost.

We understand that it can happen if CM server is restarted while the user was working on the document, but there was no CM server restart in most of the instances. This loss of edits doesn't happen every time, which makes it difficult to trace. Also some of the users who reported the issue have been using TRIM for many years so they are generally familiar with the system, and they were certain that documents were not opened for viewing.

Any idea what we can check, to identify the cause and ideally resolve this issue?

In the meantime, we're advising the users to explicitly check out documents if they plan to work on the same document for an extended period, but if there are settings we can double check on CM installation, that would be great.

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Cadet 3rd Class
Cadet 3rd Class

Yes it is CM 9.3 patch 3 (build 546).

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Cadet 3rd Class
Cadet 3rd Class

It is a bug in this version, we have the same issue.  There is a patch available which fixes the problem.

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Commander
Commander

Hi @Mel3 ,

Thanks for your reply. Do you know what the patch is called? Any patch/version numbers? Is it still within 9.3 major version or is it in 9.4?

When we were preparing to migrate from 8.3 to 9.3, we briefly played with 9.4 installation. But 9.4 had compatibility issues with 9.3. When we upgraded a user from 9.3 to 9.4, the user's profile/location was updated inside CM and we could not roll the user back to 9.3 until we removed & created the user location in CM again.

So if the patch is in 9.4... there's some convincing I need to do with the management...

Thanks,

Jihong

 

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Cadet 3rd Class
Cadet 3rd Class

Yes it is CM 9.3 patch 3 (build 546).

View solution in original post

Commander
Commander
Thank you! I'll follow up with our service provider.
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