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202 Error

Accepted

Adding the iManage External system and validating the URL causes a 202 Accepted error. This occurs when a cloud iManage system URL is incorrectly entered.

1. Instead of putting the URL like https://servername-dms.imanage.work, use https://servername-mobility.imanage.work

Applies to:

400 Error

Unsupported Grant Type

The unsupported_grant_type error would imply the response we are getting from the API isn’t what is being expected. For this to suddenly happen would imply a configuration change of some sort or possibly a change in the API on iManage’s side.

• Check the admin is part of the NRTAdmin group and is not removed or disabled

• Enable Allow Refresh Token in IMCC

• For OSType in the External System Configuration, set OSType to Virtual instead of Active Directory.

• Confirm the external system is healthy. If unhealthy, this error can continue appearing.

• Confirm the CAM Service account is the AD Account used and an admin.

• Confirm the username and password of the account.

Applies to:

Unable to unmarshall error response

When creating a bulk job, with many thousands of records, this may display.

• This is an AWS log, meaning the records are being throttled in AWS.

• See https://aws.amazon.com/premiumsupport/knowledge-center/on-demand-table-throttling-dynamodb/

Applies to:

Max Field Size Exceeded

This is due to the field being too large for the number of characters allowed.

• This typically is caused by the display field, e.g. display name, policy name, template name, workspace name etc.

• Reduce the field size. Use the Analytics schema tables to see the size of the fields allowed.

• For SPM, the API limit for clientid and matterid is 20 characters. The software will trim automatically in the January 2024 update.

Applies to:

Error in processing subjobs

• Check if the entity exists on the database.

• If using subfolders, confirm the users' security list is accurate. Remove any invalid users.

• Ensure the user exists in the database

• Ensure the user is not disabled

• Check for spaces or special characters in the username

• Or the user specified is not correct with the userid/full name

Applies to:

Creating/Editing/Removing Users/Groups/Dynamic Groups

• Check if the entity exists on the database

• If using z groups, a fix for this was implemented in Dec 2022.

• Ensure the user exists in the database

• Ensure the user is not disabled

• Check for spaces or special characters in the username

• Or the user specified is not correct with the userid/full name

• Recreate the user/group with the proper security parameter formats.

Applies to:

One or more Profile Metadata is missing in the DMS

• Make sure no spaces or special characters exist in the keyname.

• Make sure the type of data matches if it is not a lookup (string boolean etc).

• If a subclass field is included, ensure the class is being fed to the source system (e.g. iManage) too, or remove the subclass from the jobs.

• If a custom field e.g. custom1 is included in the template, ensure that is being included.

• Try to use Apply to Workspace command rather than the reapply command.

• Ensure no hidden security is on the workspace folders.

Applies to:

Illegal argument exception: Field name is null or empty

• If the key=status, the value should also be the same status returned. This was due to a job status showing as empty. Try the job again.

Applies to:

User email is required

• A message will be included with the tip to confirm the user and group is listed in CAM's Users and Groups window already. If the user was already deleted, this removal job won't work.

• Ensure the service account’s have an email or a mailbox setup to an email address.

Applies to:

Invalid Parameter for request

• Remove metadata from the layout and retry. Most cases it is a bad metadata field.

Applies to:

401 / Unauthorized Error

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• Ensure the same service account is set to run the CAM Agent Windows Service, the scheduled task, and installing CAM Data Uploader.

• Is the error being passed from a non-CAM account? It can be the source system DataUploader is connecting to or the external system.

If a more detailed message appears when moving a document, workspace, or folder:

Applies to:

The “System” server could not process the request. "Token has expired or is invalid”

then follow:

• Check the default region in the External system configuration.

• Check the token for the external system if a green check appears next to it.

• If in the NetDocuments Canada region, a fix was released in Aug 2023 for this. Try again.

Applies to:

If Task Scheduler fails for DU

• Check the Windows Event Viewer of the machine running the DataUploader task.

• Ensure the same service account is set to run the CAM Agent Windows Service, the scheduled task, and install CAM Data Uploader.

• Is the error being passed from a non-CAM account? It can be the source system DataUploader is connecting to or the external system.

Applies to:

If a DistributedCOM error appears

This is a Microsoft issue, please check Microsoft support. The service account may not be granted the rights to run services.

Applies to:

Cannot read folder_template_details

Applying a template has a case sensitivity for the template name. Try ensuring the case of the name entered matches the name in Template Editor. This error might appear when using a template on Manage Team, or other dialogs or jobs.

Applies to:

User is disabled

May accompany a 401 Unauthorized error. Causes for this was found that the service account did not have a last name setup for the account which is required.

Applies to:

403 Error

Error when using Try Again

This can be due to the templated structure inside CAM for the item doesn’t exist. Check the structure of the template.

Applies to:

S3 Access Denied

If a 403 access denied error happens on the S3 bucket after hitting Run Now on a job:

• Check the permission and user of the job.

Applies to:

Forbidden

If this error appears in Data Uploader or Content Mover, try:

1. if the iManage API returns the 403, then the user doesn’t have rights to access the data/database at the time of the DU sync, or Content Mover. Recheck the user’s privileges.

2. Recheck the system authentication expiry period. Potentially the authentication expired.

Applies to:

NRTSession Login/ NRC_ACCESS_DENIED

A 403 may not be displayed if the source system is iManage. Steps to resolve:

1. The password is incorrect

2. The password is correct but the user is disabled(locked)in one or more databases(libraries)

3. The password is correct but the password is different in one or more databases

4. The document is locked.

5. The logged in user doesn’t have permissions to search or update the document or workspace.

In the case of Milan, the NRTADMIN password set in Milan is different than what is set in iManage.

Applies to:

404 Error

NRC_NoRecord

This is due to the user to which the matter was being added, never having logged into iManage. Make sure the user has logged in at least once. For example this may show when adding to My Matters.

Applies to:

Document Search fails to load for a group

You can remove the Cam Users group from the layout since the group has no permissions on the attached role.

Steps:

1. Go to Layout in admin and remove the CAM users Group.

2. Save the layout and open the documents tab.

Applies to:

429 Error

Exceeded Allowance Limit your RestAPI Calls

On your external system (iManage, ND, O365…), you may get this after creating bulk jobs.

• Reach out to your external system provider: iManage, NetDocuments. For example, NetDocuments identified an issue in the Canada region and can fix it.

Applies to:

500 Error

Unexpected Error when moving Workspaces

This could be a timeout. This can be a:

• Permission missing

• Special characters inside group IDs or workspace ids that are not supported. Like a backslash.

• Alias (if lookup fields) have space in the name or value

• The length of the column exceeds what is supported by iManage

Fix the problematic area, and retry the job.

Applies to:

"Object reference not set to an instance of an object"

If the server returns a 500 response with that, follow:

If this request includes a skip token and has a top value that is a multiple of 50, follow:

Applies to:

502 Error

Internal Server Error

This could be because of many different reasons:

• If from Apply to Teams/M365: A fix was released in 2021 to resolve when the client and matter weren’t applied to any sub-job.

Applies to:

Attribute doesn’t apply

• If the error includes Attribute doesn’t apply in the schema: Development may need to review or Devops.

Applies to:

connect ETIMEDOUT

• Are cursors failing?

• Are API requests are failing for multiple pages with pagination?

• Check the frequency of API calls, and the daily traffic from users, libraries, and queries.

• is the Custom1 field failing?

• You may need to include iManage into this to check what is being blocked on the iManage API side from the network and disk and database.

Applies to:

Bad Gateway

• If Data Uploader reports this with Bad Gateway: Check the CSV being run is in the CSV folder of the Data Uploader tool install directory. Additionally, if the token expired, a message now displays and the user can follow the token expiry instructions at the top of this page.

• If this is occurring on the Directory tab, check the parameters used in the form or search, they could be incorrectly set up.

• If this is in the Source system configuration, check:

1- The system is healthy in iManage or ND. If it is unhealthy, this can cause an error.

2- Are the IP’s whitelisted appropriately? Whitelist the URL’s as given: https://pdocs.atlassian.net/wiki/spaces/CCAM/pages/29491219/iManage#Whitelist-URLs

Applies to:

504 Error

Endpoint Request timed out/ Gateway timed out

504 means a Gateway or Endpoint timeout. Running developer tools or the Log in the Admin panel will show the following:

• Check the system is healthy.

• Check that there are no limits being reached from the system (additional logs may say if the system is over the threshold in the CAM admin panel).

• Check the firm’s network connection, or if dropped packets are occurring on the firm’s network with your IT team.

• Check the system configuration is active in the External system configuration. The system connection may have dropped.

• Check that the size of the object or query being loaded returns in faster than 30 seconds from the API of the system (e.g. iManage, O365, NetDocuments). A 504 will show if it takes longer than 30 seconds to search or perform an action like checking out a document, editing profile, etc.

• If searching, ensure the system is selected, OR ensure the default system is set in the System Options in the Admin panel. If no system is set, the workspace or matter cannot be returned.

• Is the system responding? If not, a source system connection may timeout.

Applies to:

520 Error

Event-based scheduling

May appear when creating a sync to a source system. Rerunning the job errors with the same message.

• A fix for this was released in 23.05.11 Q2 under DDP-642 if event-based schedules are set up. Try the job again.

Applies to:

User Creation in AD Sync- Error creating user process trace

• Confirm connection is green.

• Check the server attribute is being passed correctly

• Does the user exist already? If so, ensure it doesn’t exist for creation jobs

• Is the user disabled? If so, ensure the user is enabled.

• Are there spaces or special characters in the name? No spaces or special characters are supported.

• Is the default password for the external system setup correctly that matches the iManage complexity? The requirements are documented here: https://pdocs.atlassian.net/wiki/spaces/CCAM/pages/29491219/iManage#password

• Is there a 400 error existing with this error? Check that the role exists in IMCC.

Applies to:

User does not exist in External System

• Check the user is not on the template being used.

• Change the folder from inherit to private.

• Check the user and workspace in the external system (e.g. iManage).

• Check the metadata for the WSID or userid or emailid and what it is mapped to in the external system.

• Make sure userid or emailid is passed with your job or CSV.

Applies to:

No Such Key

• If No such Key error accompanies it, it is likely the CSV name has an unsupported character like spaces. Remove the spaces from the CSV name and try again.

• Another option is the SQL file in Data Uploader has a space in it that generates the space or plus sign during CSV creation. Remove any spaces or unsupported characters from the name of the SQL file(s).

Applies to:

Trim is not a function at save

• If the error “Trim is not a function at save” accompanies it, the error indicates someone is attempting to trim (shorten) a data string while inserting it into dynamodb which is not recognized.

  • Most likely too much data was submitted for dynamodb which has a limit of 400kb and the attempt was to trim said data to put it there, which wasn’t recognized.

  • Reduce the amount of data being processed by Data Uploader.

Applies to:

Number of Policies not Updated/ Error Create/Update Policy Job

• In SPM, CAM cannot create an open matter under a restricted client. It is an iManage issue/limitation with the iManage API.

Applies to:

Number of Columns doesn’t match header at Parser.Error

• An extra comma or separator may exist on the header row columns. E.g. mattername,,matterid

• Missing data might be in the second+ rows of the data. E.g. A column for matterid is in the header, but no values were given.

Applies to:

Error uploading WS template TypeError: Cannot read property hasOwnProperty of undefined

• Confirm this workspace, that the template refers to, exists in iManage or the external system.

• Check that the Library column is within the LinkWorkspace job.

• Check that system field is lowercase e.g. imanage

• Check for any unsupported or special characters in the id’s.

Applies to:

Error uploading WS template Unique Identifiers are missing

• Add in “Library” if missing from the template.

• Set the “System” to all lower cases.

• Check if the unique identifier is declared within the mappings.

Applies to:

Error creating user process trace

• Check if the external system is healthy and passing the correct Server name.

• Check the default parameter for Server is tied to the Repository name. E.g. CloudProd.

• If accompanied by iManage_Error_400:

  • Check user exists in the database

  • Check the user is not disabled

  • Check there is no spacing or special characters in the username/userid and full name.

  • Check the default password matches the user password requirements (CAM will show an error).

Applies to:

You don't have permissions to perform this operation. Permissions : View-Move-Workspaces

• Confirm all Move permissions are enabled.

• Check if the move workspaces job is moving multiple folders or workspaces at a time. Try moving just one.

• Try the operation again.

Applies to:

Event based job is not supported for this source entity.

• This occurs on a copy to Site job with advanced subscription/ event based mappings.

• This is only supported for M365 DMS's as other DMS's don't support event based jobs.

Applies to:

Error on persisting matter security details

Cannot read property tostring of undefined

• Occurs when dynamically creating a group in iManage for an editor or watcher user

• The security parameter was not used, or was not formatted properly. See: User and Group Provisioning

Applies to:

ER_CON_COUNT_ERROR Too many connections

• Check if the workspace already exists in CAM.

• Check the created dates on both the original record and the new record being modified.

• Check for iManage indexer issues from the customer iManage side.

Applies to:

Error occured while creating user with {"code":"customer.pod.unexpected.error","code_message":"Duplicate"}

This error generally occurs when the user already exists in iManage Prod Environment and the user is being created in the iManage Dev Environment with the same email address. This is a limitation in the iManage cloud environment. One workaround is to create an email address with a dev.domain for testing purposes.  Note: This cannot be done automatically with the Data Uploader AD Sync unless you have users setup with these email addresses and would require manual intervention.

Applies to: