Reference this section to review troubleshooting information and common issues that you can resolve or isolating the issue so a support analyst can better assist you, perhaps avoiding a call to Concordance Technical Support or your FYI ASP.
If you find yourself challenged with the FYI Admin Console, FYI Reviewer, or Concordance .FYI working properly, we have provided you with a checklist to help you isolate where a problem resides.
Checklist: FYI Troubleshooting
Reference the following checklist to help isolate and resolve issues. If you determine that you are experiencing issues related to hosted data, please also review items noted in the FYI ASPs Checklist in the Resolving common issues topic.
Connectivity |
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Firewall Issues |
Is the port open to both inbound and outbound? |
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Is the port in use by another service? |
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Did you verify if there is a client firewall? |
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Administrative Issues |
Is the account enabled? |
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Is the client enabled? |
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Did you implement a hierarchy? |
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Network Access Issues |
Did you verify whether the FYI Server is using a valid administrative Microsoft Windows account? |
Hyperlinks do not work |
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Have you checked the UNC path on the server? |
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Did you create a text-level tag over the hyperlink? |
Images |
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Have you checked the UNC paths in the imagebase? |
Software Versions |
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Do you need to reinstall ActiveX? |
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Are you using Concordance and Concordance Image (Opticon) for production when using .fyi files? |
Tagging |
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Are you backing up tags regularly? |
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If tags are disappearing or acting strange, did you perform the following? 1. Inform clients/users 2. Take database offline immediately 3. Backup database 4. Export database 5. Run Tools > Manage Tags/Issues > Validation 6. Run Tools > Manage Tags/Issues >Tag to Field 7. Close database 8. Delete tag and .trk file 9. Run Tools > Manage Tags/Issues > Field To Tag |
Latency Issues |
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Client |
Is it just the client? |
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Are network connection speeds too slow? |
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Is the network losing packets? |
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Have you noted any firewall issues? |
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Are multi-page TIFFs being used? |
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Are native files being reviewed? |
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Server |
Is it every client? |
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Is the network losing packets? |
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Is more hardware power required? |
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Have you noted any firewall issues? |
