Error Resolution

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: CAM PowerDesktop Cloud Migrator

302 Error

• Check the time of redirection.

• Change the iManage service account password.

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

Invalid Parameter for request

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

Applies to: CAM

401 / Unauthorized Error

-

• 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: CAM

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: CAM

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: CAM

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.

Open

Applies to: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM PowerDesktop Cloud Migrator

No privilege to perform the operation

A 403 No privilege error will show when a workspace hard deletion occurs, and several documents are emails. A workaround is:

1. Go to the Workspace tab in CAM and search for the workspace

2. Navigate to the email folder and delete the emails.

3. Once the job is complete, perform the delete workspace function.

Applies to: CAM

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: CAM PowerDesktop Cloud Migrator

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: CAM

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: CAM

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: CAM

"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: CAM

Error fetching workspace folders... AxiosError: Request failed with status code 500

A code fix was released in release 25.5.200 on May 21, 2025. Expanding a workspace in a search result in Service Desk to view folders and documents had errored out with "Error fetching workspace folders... AxiosError: Request failed with status code 500”.

Applies to: CAM

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: CAM

Attribute doesn’t apply

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

Applies to: CAM

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: CAM

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. Also check if there are zero byte files on the source and exclude them.

• 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: CAM

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:

Open

• 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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: CAM

Error Uploading WS Template Cannot read properties of undefined (reading 'map')

• First, ensure the service account for connecting to iManage is an NRTAdmin. This usually is the number one cause.

• Confirm that a default template is configured in the External System Configuration > Template Rules.

• Double-check the template id is in the Template Editor section.

• Confirm that the workspaces are present in iManage and fail to link in CAM with the 520 error.

• Attempt a manual linking of a workspace from the Jobs tab in CAM using client and matter IDs and submit a manual linking job and see if it fails.

Applies to: CAM

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: CAM

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: CAM

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: CAM

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: CAM

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: https://pdocs.atlassian.net/wiki/spaces/CCAM/pages/1306329096

Applies to: