Avoid time-consuming emails and calls to Concordance Desktop Technical Support by resolving issues on your own. Here is a list of the most frequent issues that clients run into while administrating Concordance Desktop and the steps you can take to fix them yourself:
Full Network Rights Given to Users
If you find there are users having issues with accessing aspects of Concordance Desktop or there are other problems occurring, you'll want to verify that all users have full read/write privileges in the directory where each database resides.
File Path Problems
Whether you are trying to view images in Concordance Desktop or trying to launch a hyperlink to a native document or email attachment, there are times when you may run into the following issue:
Native Files and Attachments
When clicking on a native document or attachment hyperlink and nothing happens, on the Start menu, click Run and type the listed path and click OK.
Windows may open a dialog box saying it can’t open the file. It will ask you what program to use to launch the file. This occurs when Windows doesn’t recognize the file extension. For example, if you just downloaded Adobe® Reader®, Windows may not recognize the .PDF extension and which program to use to launch it.
Once you select the program from a list in the dialog box, ensure that the Always use the selected program to open this kind of file is checked. In the future, the document hyperlink in Concordance Desktop will correctly launch the native document.
If Microsoft Windows can’t find the file, then there is a problem with the path listed in Concordance Desktop.
For more information about updating hyperlinks, see Updating hyperlinks.
Overflow Message During Import
When importing data, you may receive various overflow messages in the Data Overflow or Status box.
Here are some examples:
If your message looks like this, then Concordance Desktop ran into an error on line 100 within the delimited text file you selected to import.
You'll want to open up the delimited text file, navigate to line 100 and verify that the delimiters are correct and in place with the file containing a hard carriage return at the end.
This message is listed with the first selected field (BEGNO) followed by an overflow in every document. Most likely the problem is an incorrect import dialog selection for the delimiters.
Verify what is used in the delimited text file and that your selection in the Import Wizard matches. You will also want to verify your other delimiter selections as well.
For this type of error message, there are many possible reasons that an error occurred. You will want to verify your delimiters, check your Modify dialog box to ensure that the field type matches the type of data that is being imported in, and also verify that the field order in the import selections matches the delimited text file.
Once you have modified your selections, be sure to save a new copy of your delimited text file prior to import. Next delete any records loaded incorrectly or on the File menu, point to Administration, and click Zap if it is your first import in the database.
Because mistakes can occur during an import, it is best practice to always import additional delimited text files into a duplicate empty structure of your main database to ensure that everything loads properly. Once everything looks correct, use the matching import process to bring in the new records.
For more information about the matching import process, see Loading additional data into databases.
View Image (Camera) Button is Not Highlighted
If the View Image (camera) button is unavailable and grayed out when you are ready to manage your imagebase, you most likely forgot to select a field in the database as the Image key.
You will need to open the Modify dialog box and select the Image check box for a unique field, typically your beginning Bates number. Once you have made your changes, be sure to run a full index. After indexing the database, close Concordance Desktop and re-launch your database. The View Image button should now be available.
Indexing Takes Too Long
If your indexing speeds take too long, you'll want to check the following:
•Indexing Cache Preferences and Recommendations
oFirst, review to the Cache Preferences and Indexing Speed Recommendations sections in the Before installing Concordance Desktop topic.
oThe Cache Preferences section provides a formula for allocating RAM specifically for the indexing process. For maximum speed, we recommend allocating 2 GB to your machine.
•How many database indexes are you running?
oHaving indexes for each database run on individual machines greatly improves speed since you’re able to allocate more memory to processing one database, rather than having to share it across multiple databases at the same time.
•What is the size of your database?
oRecord sizes vary based on how many metadata fields there are and how large your OCR text fields may be. The smaller the database: the faster your index processing.
oIf your databases are too large, one option is to separate them into smaller databases and concatenate them for review.
oFor more information about concatenating databases, see Joining multiple databases.
Offsetting Hit Highlights
If you search for terms using full-text search strings and the hit highlighting is not working, here are steps to resolving the issue:
1.First, export one record that had hit highlighting issues to another Concordance Desktop database. This way, you can test the issue without impacting your reviewers.
2.In the exported database, view this record in the Edit view. Right-click the field where offset hit highlighting occurred, and click Reset field formatting on the shortcut menu.
3.Reindex the database and try searching on the same search term to see if the hit highlighting issue is resolved in the record you just formatted.
i.If the problem is resolved, this was a rich text formatting issue. Sometimes, there can be problems with HTML hexadecimal color codes and .rtf files. Once these files have been imported into Concordance Desktop, the index may be offset in correctly identifying your hit terms. You can reset the field formatting on each individual record and reindex as listed above to resolve the issue.
ii.If the issue has impacted a large number of records, there is a CPL script that can reset the field formatting of all records in a query set.
4.If the problem persists, then there is an issue with the .ivt file. Take the entire database offline and then run a full index.
Errors on Dictionary and IVT Files
If you receive a message that your dictionary or inverted text (.ivt) files had errors or were not found, then you'll want to rename the following files by adding OLD to the file name, and then run a full index: .dct, .ivt, .fzy, .key.
Unable to Read and/or Write to Fields
1.If you come across a field that is read-only in the Edit view that you intended to have full access to, you may have applied security settings to the entire database.
i.First, check the Field rights tab in the Security dialog box to verify the given access to each user. Second, check the specified field in the Data Entry Attributes dialog box as it can override a field’s settings in the Security dialog box.
2.If you created a new field in the Modify dialog box and security is enabled, you need to ensure that the new field has read/write access in the Security dialog box for each individual user.
i.Be careful to check these settings prior to running productions. You may have forgotten to create production fields in the database creation phase to store your new beginning and ending production numbers.
ii.Once you create these new fields, they are listed as options in the Production Wizard to cross-reference your new production numbers. But if you did not adjust security field rights for read/write access prior to initiating the production process, the numbers will not be written to the production fields.
Issue Tags
In order to create an Issue Tag in Concordance Desktop, you must highlight the text, hold down the Shift key and then select the tag. If you attempt or accidentally highlight text and then select the tag without holding down the Shift key first, you receive a message with instructions on using this method for issue tagging. This setting can be changed back to the older method in the Issue Coding section on the Browsing tab in the Preferences dialog box.
Production Issues
Empty OPT and CIB File
If after creating a Production the OPT and CIB files appear empty, use the Image Management utility to change the file path for the NearNative files. you will need to remove the backslash (\) at the end of the folder path. Use the Image base Management feature, Rename Media Paths and Folders option to remove the back slash.