Soft Deleter Troubleshooting Guide

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 have the ability to 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.