OVERVIEW
The following guide lists some of the common Soft Deleter issues you may experience along with the possible cause and resolution.
MODIFY RECORD ACCESS ERROR
DESCRIPTION
An error is received regarding Modify Record Access.
CAUSE
The user doesn't have Modify Record Access on their profile, or they are not part of the Modify Records Access Control on the record itself.
RESOLUTION
Give the user Modify Record Access on their profile or ensure they are part of the record access controls or enable the "Use Event Processor" option.
ASSIGNEE DOES NOT HAVE SUFFICIENT SECURITY OR ACCESS
DESCRIPTION
You receive a message indicating the assignee does not have sufficient security or access to be the assignee for the record.
CAUSE
This message means that the record can't be locked to the Soft Deleter group because the assignee won't be able to see the record once soft deleted.
This isn't an issue with the Soft Deleter itself, it is merely reporting on standard Content Manager access rules.
RESOLUTION
Ensure an appropriate assignee is selected for the record. This could be:
- Ensuring it is enclosed in its container (therefore assignee is changed to the container)
- Ensuring the assignee (whether it be directly on the record or the container) has the appropriate Content Manager permissions. You may need to give it caveats or bypass view access controls
NO OPTION TO SOFT DELETE WHEN RIGHT-CLICKING
DESCRIPTION
Soft Deleter does not appear as an option when right-clicking on a record.
CAUSE
The record type has not been selected in the Used By options of the add-in.
RESOLUTION
Please refer to the installation guide for further details.
MISMATCH BETWEEN CONTENT MANAGER CLIENT AND SOFT DELETER
DESCRIPTION
You receive a message "Mismatch between Content Manager client and Soft Deleter".
CAUSE
This can be caused by running a 32bit version of the Soft Deleter on a 64bit Content Manager client or vice versa.
RESOLUTION
Ensure that there is no mismatch between the Soft Deleter and the Content Manager client.
SECURITY WARNING - WE CAN'T VERIFY WHO CREATED THIS FILE
DESCRIPTION
You receive a message "Open File - Security Warning...We can't verify who created this file."
CAUSE
This is because the network share may not be included as part of your local intranet.
RESOLUTION
Ensure the network share is included in your local intranet. Ensure you are using the FQDN for the share. Please refer to the installation guide for further details.
RECORD STILL VISIBLE AFTER SOFT DELETE
DESCRIPTION
You have Soft Deleted a Record and it remains visible within the folder.
CAUSE
The Soft Deleter Event Add-in has an issue with the configuration, or your profile has permission to view records once they have been Soft Deleted
RESOLUTION
Review the Soft Deleter Event Add-in configuration. Ensure the license path has been updated to your latest license and configuration mirrors your Soft Deleter configuration.
If you are an Admin: Check the Access Controls to see if the ‘View Metadata’ has been changed to ‘Group – Soft Deleter’, if yes, the record has been Soft Deleted, and you are able to continue viewing this as you can bypass Access Controls.
UNABLE TO UN-SOFT DELETE A RECORD
DESCRIPTION
You have Updated the Access Controls on a Record however when reviewing the Access Controls the View Metadata updates back to Soft Deleter Group.
CAUSE
The additional field Soft Deletion Requested has been set to YES resulting in the Soft Deleter Event Addin soft deleting the record after the access controls are updated.
RESOLUTION
Please ensure the records ‘Soft Deletion Requested’ additional field has been set to NO.
## SOFT DELETED RECORD STILL VISIBLE
### DESCRIPTION
A record has been marked for soft deletion, and Soft Deleter has advised it has been successfully soft deleted, but the record is still visible to users.
CAUSE
If the Soft Deleter Event Add-in is installed, the task of soft deletion is instead handled by the event add-in which could take several minutes to complete.
RESOLUTION
Wait a few minutes to confirm if the record has been soft deleted, if not, follow the steps within the Soft Deleter Installation Guide and ensure your Event Add-in is installed.
Otherwise, you can also disable the Soft Deleter Event Add-in function to instead have Soft Deleter complete this for you.
SOFT DELETED RECORD STILL VISIBLE
DESCRIPTION
A record has been marked for soft deletion, and Soft Deleter has advised it has been successfully soft deleted, but the record is still visible to users.
CAUSE
If the Soft Deleter Event Add-in is installed, the task of soft deletion is instead handled by the event add-in which could take several minutes to complete.
RESOLUTION
Wait a few minutes to confirm if the record has been soft deleted, if not, follow the steps within the Soft Deleter Installation Guide and ensure your Event Add-in is installed.
OBJECT REFERENCE NOT SET TO AN INSTANCE OF AN OBJECT
DESCRIPTION
When trying to Soft Delete a Record, an error message will appear advising 'Object Reference not Set to an Instance of an Object.'
CAUSE
This issue is caused due to the additional field 'Soft Deletion Requested' or 'Published' not being set to the specific Record Type.
RESOLUTION
Follow the configuration sections within the Soft Deleter Installation guide and ensure all additional fields are created and set to relevant Record Types.
UNABLE TO UNDO SOFT DELETION
DESCRIPTION
When changing the Access Controls to un-soft delete a record, the record will be soft deleted again after a period
CAUSE
This is caused by the Additional Field 'Soft Deletion Requested' remaining on 'Yes'
RESOLUTION
Update the additional field of the record so that 'Soft Deletion Requested' is set to 'No'