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If you’ve granted the correct permissions for CAM Commands, here’s what to try next:
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Clear the browser cache (especially if using Chrome or a chromium based browser)
Try an incognito window.
Clear the network storage cache locally.
Open Developer tools on the browser. that has the command open.
Go to the Application tab of Developer tools
Expand Local Storage in the storage grouping on the left bar.
Right-click on your tenant URL session and clear this storage.
Commands not triggering an action
The CAM Commands interface appears normal, however when selecting a command, there is no action. For example, performing the steps to apply a template does not result in the template being applied.
Check the Domain details in the CAM Commands configuration to verify the tenant details are correct and complete.
Logins are stuck in CAM Commands and a window appears showing please check popup window for CAM
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Pull the installation log for support to review. You can also review it if you want.
Do a cntrl-f on the log file for “error”.
Within the log an error line may show up like Returned actual error code. Or Error Code. These are the lines to review.
Errors like the following are included:
Failed to create temp directory (error code 5
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SERVICE_ACCOUNT;SERVICE_USER_PASS;WIX_DOWNGRADE_DETECTED;WIX_IS_NETFRAMEWORK_462_OR_LATER_INSTALLED;WIX_UPGRADE_DETECTED;WIXNETFX4RELEASEINSTALLED
This means the install directory folder you selected in the installer means the service account user you are running the installer as doesn’t have rights to modify folders or files there. You can review rights for the service account user, by the following:
Go to C:\Program Files (x86)\Prosperoware\CAM\Data Uploader.
Right click that folder, and hit properties.
Go to the security tab.
If the service account user is not in the list, click Edit. Add the service account user or group and ensure full control is set, or at least read, write, execute and modify.
Workaround: Try running from an elevated admin command prompt or right clicking and selecting run as administrator.
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Check that the AD user sync job in Data Uploader or Data Sync is enabled and running.
Is the CSV generation in Data Uploader working? Is the CSV showing the proper data?
If the parameter SkipUpdateIfExists is set to true, this will mean the data will not be updated in the source system (iManage, ND, M365). Set to false and the disable change should be updated accordingly.
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Data Uploader stopped checking for duplicates or for existing records in the delta job rows.
Check the size of the skipcsv directory and delete files if too large.
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Note: Users should put an auto cleanup job to delete files older than 30/60 days from both the archivecsv and skipcsv folders to keep your server clean. Also, you should have the standard SQL server maintenance jobs setup on the CAM Local database. |
Records are skipped and show in skipcsv
Check if authentication is validated in IMCC/Source System configuration & also re-validate the authentication token at External System Configurations.
Check if the Data Uploader and CAM Agent service is running against the service account & if in the Task scheduler the task is active & running.
Verify the data is populating from CAM in the CAM local sync table & see if you find any records for the new workspaces that were created recently using the same SQL file.
Are the records in the jobdelta table? If records exist here or in CAMLocalSync table, there could be an issue with the final creation logged in the errors.
If the workspace is not created by CAM, then the local sync tables will not be populated. CAM Local sync tables populate from CAM, and not the external system tables (3e, iManage, AD etc).
Please check if you are able to create those missing workspaces by uploading a CSV file in CAM manually along with the parameter 'Queue = 1'
External System
Personal Workspaces fail to create after moving to a new external system
Reset the Admin option for the iManage Server Setup permission mappings, under the Administration/External System Configuration panel
Exports
Part of my export failed, but part of it successfully finished.
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Check that the job did not fail first and was re-submitted.
Check if a 409 error exists- Email address already in use.
Check if a folder error of Error occured while creating containerError: Unable to create all folders at folderCreationProcess exists. Check if the subfolders exceed the limit of 10 levels of subfolders. Check if they are locked, checkedout, or read-only.
Check the unique identifiers for CAM.
Provisioning matter workspaces using Request Workflow templates duplicates matter numbers
This means there could be two things causing this:
The prefix setup on the templates is set to the same on all templates in the system. The prefix is meant to be unique to distinguish one template from another. If the same prefix is used and a matter code is used, it could be duplicated for each template, e.g. two templates with XYZ prefix may result in two matter codes of the same.
Confirm the matter range has not been exceeded. If the range fills up, an Object error, or the following error will be accompanied. Matter with the selected value already exists, please type a different value!
E.g. if the matter range is 10,000-20,000, the next will start at 20,001. If the max range is set to 30,000 it will restart at 0.
See the tip in the release notes from 2023 for more information.
How do I change matter numbers, and names of workspaces and folders?
Use the Modify Workspace job to change any of those three attributes. For example, you can change dashes to periods or other supported characters. Resubmit the workspace jobs again to do this for all workspaces.
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Login
A blank screen shows upon login to CAM
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exports.x = claim_refid.replace(/[^a-z0-9]/gi, '');
}
Provisioned matters are appearing as private instead of public, or vice versa.
Ensure your data uploader scripts are passing the default security parameter. How to use this parameter is located: Create Workspace/Folder/Docs
If the scripts are passing the parameter, ensure the Data Uploader CSV has the parameter in there.
Lastly, confirm the Job from Data Uploader has the same parameter inside the job details.
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Request Workflow
Matter ranges vary per workflow and do not start over sequentially
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Check the IsParent flag on the Request Workflow. If this is true, the parent (e.g. Matterid) will be different for each workflow than the sequence as normal.
An error appears in Request Workflow when successful
Log out of CAM and back in. A caching issue may exist on the workflow form where a change was made.
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Service Desk
The document cannot be moved or copied or exported
Check in IMCC that the CAM service account has the document download role assigned.
Check the permissions in CAM for the permissions required to move, or copy or export a document are granted.
Does the document exist in the source system?
How to Move a Workspace to the same or different server or database?
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Select the Server or Database (can be different).
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To read more, visit the Service Desk-> Workspaces page.
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Filtering by Application Type (or another field) in Service Desk
By default, application type isn’t setup to filter by this field. It requires some metadata mapping first. This may be the case with other unmapped fields.
Create the doctype metadata if not already created. If it is created with the following fields, leave as-is.
KeyName: Doctype, Display Name (CAM): Doc Type, Data Type: String, Authority: CAM
Map the metadata to CAM next. It's a key field so make sure lookup is set to Yes, and Lookup Type is Keys Only.
Map to iManage next. In iManage it isn't a lookup, but a System Type Attribute.
Edit the Document Search Layout form to include the DocType field as the Application Type field to be shown as. Save and now the Application Type can be searched for and shown in the results.
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PowerDesktop currently does not support SSO.
PowerDesktop requires Devops to assist to turn on a manual login to reset, but users still will be able to use SSO in CAM furtherwards. Contact support.
For both PD and CAM- The email address in SSO must be mapped to the correct claim. Please check that it is mapped correctly.
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System Settings
An unable to update settings message appears when saving a system setting
Go to Administration
Go to Settings
Click on the Service Desk Tab
Ensure the “Default System/Repository” is populated correctly.
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Teams App
CAM Teams App shows a message This app is not registered in your tenant
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