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Carol Collins Honored Contributor.
Honored Contributor.
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Trouble with Trapeze Viewer in WebDrawer 9.3

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When I try to view a PDF document in WebDrawer 9.3, the result is an error message: "An error occured.  Failed to initialise the viewer.  Please try reloading."  

I have tried every troubleshooting technique I can think of, including comparing my 8.3 production environment, which does not have the problem.  I think it has something to do with access permission.  The document itself is fine.  If I change the route from RecordView to RecordHtml, the document is displayed fine.  The Content Manager Onstream DataProvider service is running as a user that is an administrator on the server (same as the 8.3 environment). 

The IIS log in the 9.3 environment shows a POST to TrapezegoWebService.asmx/Connect, but after that, issues calls to the LogError operation.  Is this logging an error somewhere?  In the 8.3 environment, the log shows a POST to the Connect operation, and then a POST to the OpenDocument operation.  I decided that it was probably the Connect operation in 9.3 that is failing.  I used Postman to try to observe exactly the response from the Connect operation.  This is the result in the 9.3 environment:

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<soap:Body>
<ConnectResponse xmlns="http://onstreamsystems.com/WebServices/TrapezeGo">
<ConnectResult>{"message":"Connect failed: Cannot open Service Control Manager on computer '.'. This operation might require other privileges.\u000d\u000aAccess is denied","status":4998}</ConnectResult>
</ConnectResponse>
</soap:Body>
</soap:Envelope>

In the 8.3 environment, using the same request, I get this:

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<soap:Body>
<ConnectResponse xmlns="http://onstreamsystems.com/WebServices/TrapezeGo">
<ConnectResult>{"connectionID":"DS 180","message":"","serverInfo":"Web Service Version 2.02; Trapeze Go server 2.2.4.15061, Trapeze 9.71 Beta 3 (64-bit)","status":2000}</ConnectResult>
</ConnectResponse>
</soap:Body>
</soap:Envelope>

I found a forum suggestion to stop the service and run the DocumentServerGUI instead.  When I did this, nothing appeared in the DocumentServerGUI window.  What does that indicate?  Presumably that it is not getting to the DocumentServer, but I don't really know where to go from here.

Thanks!

--Carol

 

 

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Carol Collins Honored Contributor.
Honored Contributor.

Re: Trouble with Trapeze Viewer in WebDrawer 9.3

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Back to this today, and I retried your suggestion to use the DocumentServerGUI instead of the service.  I also used the "verbose" logging setting in the DocumentServerGui.exe.config file.  This time, I saw everything I needed to see.  The document is reaching the Onstream process, and was issuing an error "Failed to setup a shared memory space for the file 'C:\Micro Focus Content manager\OnstreamDocumentServer\01\EstoreClientCache\CacheInformation.dat', user 'Access is denied [...]'."   Since the process is running using a server administrator login, "access is denied" seemed unreasonable.  However, I decided to rename the CacheInformation.dat file to see if it would be recreated.  Sure enough, it was, and the problem has now been resolved.  

I guess it is fair to mark my own post as the solution, but thanks again for the troubleshooting technique!

 

3 Replies
Micro Focus Expert
Micro Focus Expert

Re: Trouble with Trapeze Viewer in WebDrawer 9.3

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Hi Carol,

I have not had to think about WebDrawer and Trapeze for a while so I do not have an answer at my finger tips.  Running the OnStream server in GUI mode is definately the way to go for troubleshooting.

First thing I would do is ensure the App Pool user for WebDrawer is an admin on that machine, at least for testing purposes.  Also the user running the DocumentServerGUI will do best as admin for testing.

The fact that the web request is sent but the OnStream server never knows about it seems to indicate something fairly low level.

For OnStream/WebDrawer I am happy to catch up on a web conf, just send me a private message if you fail to make progress.


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**Any opinions expressed in this forum are my own personal opinion and should not be interpreted as an official statement on behalf of MicroFocus**
Carol Collins Honored Contributor.
Honored Contributor.

Re: Trouble with Trapeze Viewer in WebDrawer 9.3

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Thanks, David!  I have made sure that both the service user and the application pool user are in the administration group of the server.  I will try to work on it a little more, and I may contact you again.  Unfortunately, I've had to put this aside for the moment in favor of other priorities.  

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Carol Collins Honored Contributor.
Honored Contributor.

Re: Trouble with Trapeze Viewer in WebDrawer 9.3

Jump to solution

Back to this today, and I retried your suggestion to use the DocumentServerGUI instead of the service.  I also used the "verbose" logging setting in the DocumentServerGui.exe.config file.  This time, I saw everything I needed to see.  The document is reaching the Onstream process, and was issuing an error "Failed to setup a shared memory space for the file 'C:\Micro Focus Content manager\OnstreamDocumentServer\01\EstoreClientCache\CacheInformation.dat', user 'Access is denied [...]'."   Since the process is running using a server administrator login, "access is denied" seemed unreasonable.  However, I decided to rename the CacheInformation.dat file to see if it would be recreated.  Sure enough, it was, and the problem has now been resolved.  

I guess it is fair to mark my own post as the solution, but thanks again for the troubleshooting technique!

 

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