White Paper

Abstract

This white paper gives some troubleshooting steps and guidelines to work through many common xPression 4.5 SP1 Upgrade issues and questions that customers typically have.

September, 2015

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 2

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xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 3

Contents 1 Introduction .......................................................................................................................................... 8

1.1 7 basic questions ........................................................................................................................... 8

1.2 General Information on obtaining software and licenses ............................................................ 8

2 Preparation Considerations when installing xPression ......................................................................... 9

2.1 Operating Requirements Considerations ..................................................................................... 9

2.2 Environment Setup Considerations .............................................................................................. 9

Setting up Java Environment Variables in Windows ........................................................................... 10

Testing the Setup of Java Environment Variables............................................................................... 10

2.3 How To tell If Compuset Is Installed On Your xPression Server .................................................. 10

Issue .................................................................................................................................................... 10

Solution ............................................................................................................................................... 11

3 CR Script Generator Issues .................................................................................................................. 11

3.1 Should I run the xPressForms Table Scripts? .............................................................................. 11

Issue .................................................................................................................................................... 11

Resolution ........................................................................................................................................... 11

3.2 The CR Script Generator Doesn’t Generate Any Scripts ............................................................. 12

Issue .................................................................................................................................................... 12

Resolution ........................................................................................................................................... 12

3.3 java.lang.NoClassDefFoundError: CRGenerator.bat" When Running CR Script Generator ........ 13

Issue .................................................................................................................................................... 13

Resolution ........................................................................................................................................... 13

3.4 A Workaround to Make the xPression CR Script Generator Give you the Necessary Scripts. ... 14

Issue .................................................................................................................................................... 14

Resolution ........................................................................................................................................... 14

4 Enterprise Archive (EAR) File Installation Issues ................................................................................. 14

4.1 Why is there now only one EAR file for xPression 4.5 or 4.5 SP1? ............................................. 15

Issue .................................................................................................................................................... 15

Resolution ........................................................................................................................................... 15

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 4

4.2 Questions on JMS-Enabled xPression Adapter EAR file in 4.5 and 4.5 SP1 ................................ 15

Issue .................................................................................................................................................... 15

Resolution ........................................................................................................................................... 16

4.3 Error: “Application already exists in the configuration repository” when trying to deploy the xPression.ear file in Websphere ............................................................................................................. 16

Issue .................................................................................................................................................... 16

Resolution ........................................................................................................................................... 16

4.4 After installing xPression, there are no log files and xAdmin does not connect. ....................... 17

Issue .................................................................................................................................................... 17

Resolution ........................................................................................................................................... 17

4.5 Unable to start xPression with JBOSS, Unable to initialize EJB LicenseControllerSL, xPression not bound................................................................................................................................................ 17

Issue .................................................................................................................................................... 17

Resolution ........................................................................................................................................... 18

5 xPression Installer Issues .................................................................................................................... 18

5.1 Can't uninstall the old version of xPression ................................................................................ 18

Issue .................................................................................................................................................... 18

Resolution ........................................................................................................................................... 18

5.2 Error: ZeroGu6: "Windows DLL failed to load" when running Patch.exe for 4.5 SP1 ................. 19

Issue .................................................................................................................................................... 19

Resolution ........................................................................................................................................... 19

5.3 An error message that xPression 4.5 SP1 cannot be installed on top of xPression 4.5 .............. 19

Issue .................................................................................................................................................... 19

Resolution ........................................................................................................................................... 20

5.4 Issue with the command for the path to Java in the 4.5 SP1 Path installation being case sensitive. ................................................................................................................................................. 20

Issue .................................................................................................................................................... 20

Resolution ........................................................................................................................................... 20

5.5 When you try to reinstall xPression or one of its clients it says it has already been installed. .. 21

Issue .................................................................................................................................................... 21

Resolution ........................................................................................................................................... 21

6 Client Specific Installation Issues ........................................................................................................ 23

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 5

6.1 Do you have to install a specific version of Java for the xPression clients? ............................... 23

Answer ................................................................................................................................................ 23

6.2 Correcting your xDesign 4.5SP1 environment for RMI with JBoss 7 .......................................... 23

Issue .................................................................................................................................................... 23

Resolution ........................................................................................................................................... 23

6.3 How to do an xDesign Communication and Application Trace .................................................. 23

Com Trace ........................................................................................................................................... 23

App Trace ............................................................................................................................................ 23

6.4 xPresso Client Install Troubleshooting Tips ................................................................................ 24

6.5 xPresso License Components ...................................................................................................... 24

Serial Number: .................................................................................................................................... 24

Request Code: ..................................................................................................................................... 24

License Key: ......................................................................................................................................... 24

6.6 Information about upgrading Corda for some issues in xPresso for InDesign 4.5 SP1 ............... 24

Issue .................................................................................................................................................... 24

Resolution ........................................................................................................................................... 24

6.7 How xEditor works when opening a work item. ......................................................................... 25

A Brief Explanation of how xEditor works when it launches a work item .......................................... 25

What are the directory paths that xEditor reads, creates and updates? ........................................... 25

7 Server Start-up Issues ......................................................................................................................... 25

7.1 xPression server 4.5 SP1 fails to start after installation on JBOSS 6.1 EAP / JBOSS 7 if Documentum paths have been configured during install ...................................................................... 25

Issue .................................................................................................................................................... 25

Resolution ........................................................................................................................................... 25

7.2 Clear the App Server Logs, Temp Files and Cache ...................................................................... 26

How do I clear the JBoss logs temp files and cache? .......................................................................... 26

Clearing the JVM Cache - WebSphere 6.1, 7.0 and 8.5 ....................................................................... 26

Clearing the Weblogic 12c App Server temp files and cache ............................................................. 27

7.3 Which configuration files need to change to point to a new xPression server location ............ 28

Issue .................................................................................................................................................... 28

Resolution ........................................................................................................................................... 28

7.4 Class Loading Order in Websphere ............................................................................................. 28

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 6

Issue .................................................................................................................................................... 28

Resolution ........................................................................................................................................... 28

7.5 DSCSecurity: something is wrong in the LDAP accessing configuration file ............................... 29

Issue .................................................................................................................................................... 29

Resolution ........................................................................................................................................... 29

8 Questions and Issues after upgrading................................................................................................. 29

8.1 Word intermittently hangs saying "xEditor Initializing" when it starts to bring up xEditor ....... 29

Issue .................................................................................................................................................... 29

Resolution ........................................................................................................................................... 29

8.2 Image Conversion Issues related to Image Magick ..................................................................... 30

Issue .................................................................................................................................................... 30

Resolution ........................................................................................................................................... 30

8.3 What are all of these .bak files in [xPressionHome] directory after installing a Patch on the Server? .................................................................................................................................................... 31

Issue .................................................................................................................................................... 31

Answer ................................................................................................................................................ 31

8.4 How to downgrade the xPression server .................................................................................... 32

Issue .................................................................................................................................................... 32

Resolution ........................................................................................................................................... 32

9 xPresso for Word Legacy Document Conversion ................................................................................ 33

9.1 The legacy package is not showing on ECMDashboard .............................................................. 33

Issue .................................................................................................................................................... 33

Solution ............................................................................................................................................... 33

9.2 Legacy packages from xPresso for Word 3.0SP1 can’t be converted ......................................... 33

Issue .................................................................................................................................................... 33

Solution ............................................................................................................................................... 33

9.3 Where is the conversion log ....................................................................................................... 33

9.4 The xPresso for Word No document can’t be opened ............................................................... 33

Issue .................................................................................................................................................... 33

Solution ............................................................................................................................................... 33

9.5 What if you don’t want legacy document auto-conversion? ..................................................... 33

Issue .................................................................................................................................................... 33

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 7

Solution ............................................................................................................................................... 33

10 Additional information for issue resolution .................................................................................... 34

10.1 Server side issue .......................................................................................................................... 34

Environment information ................................................................................................................... 34

Configuration files ............................................................................................................................... 34

Log files ............................................................................................................................................... 34

Document, job and data ..................................................................................................................... 34

10.2 Client side issue ........................................................................................................................... 34

Environment information ................................................................................................................... 35

Configuration files and log files........................................................................................................... 35

Document and data ............................................................................................................................ 35

10.3 Ready References & Other Resources ........................................................................................ 35

Documentation ................................................................................................................................... 35

Download Center ................................................................................................................................ 35

KB Articles ........................................................................................................................................... 36

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 8

1 Introduction With xPression 4.5 SP1, the upgrade progress has changed tremendously. This has been a big obstacle for many customers, because the way to upgrade has now changed so dramatically. For this reason, we in Document Sciences felt that it was important to create this problem solving and troubleshooting guide to assist customers with overcoming a lot of the roadblocks that are commonly encountered with upgrading to xPression 4.5 SP1. This check list is to help customers to analyze and resolve problems in upgrading using xPression 4.5SP1. The troubleshooting guide is specific to xPression 4.5 SP1, but many things can be adapted to other versions of xPression.

Of course, we can’t cover everything in this troubleshooting guide, but we can cover some of the common questions and problems that our users encounter. It is hoped that users will continue to refer to our ever growing and changing knowledgebase and our documentation for any additional information or findings. We make a strong effort to share our problem solutions with our customers so that they can be more successful.

1.1 7 basic questions When troubleshooting an issue with xPression, it is helpful to ask yourself the following 7 basic questions below:

What is the problem I am you facing? How frequently is the problem occurring? What is the business impact of this problem? At a high level, what is the business functionality

in use here? When did the problem start happening and where there any changes around that time? Can I reproduce the problem or is it intermittent? Has my company seen this problem before and if so, what steps were taken? Was this ever working? If yes, then which was the last build on which it was found working and

what changed?

1.2 General Information on obtaining software and licenses 4.5 Licenses are different the 3.0, 4.1 or 4.2 licenses. If you upgrade to xPression 4.5 SP1, you will need to have the EMC Licensing team generate a new license. Contact Licensing@emc.com. If you are requesting an upgrade to xPression 4.5 SP1 or higher and you are upgrading from 4.1 SP1 or higher or you need the latest xTest, Autograph, xDoc, Compuset or Visual Compuset software. You can obtain this software yourself from our Download Center. Places to look if you are unfamiliar with how to obtain the new software:

• Please see this article for how to navigate our Download Center. • Please note that B13 or Build 13 on is the same as 4.5 SP1 GA in Download Center. • Please see this article on the New Upgrade Process for more information. • Here are the latest xPression 4.5 SP1 Documentation in the EMC Support by Product pages. • Here is the Document Sciences xPression 4.5 SP1 Documentation Bundle. Keep in mind that the

bundle is not updated as frequently as the documentation available in option separately. It is

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 9

very important to make sure you have the latest version of the documentation, because it is updated periodically, when errors are found.

• Document Sciences is separate from EMC Licensing. Document Sciences Support cannot furnish

licensing information or fulfill licensing requests. To request or to update license keys or modifications to existing licensing, please email your request to licensing@emc.com. Please be sure to include as much information as possible in your request including current Site ID# and , any specifics about your license and server. Also, provide a detailed description of what you are requesting.

This whitepaper will focus primarily on troubleshooting and commonly asked questions related to the xPression upgrade process.

2 Preparation Considerations when installing xPression These are things to consider that can help prevent installation issues and future support issues.

2.1 Operating Requirements Considerations It is important to abide by the Operating Requirements in the Release Notes. Otherwise, EMC can't support the product. The versions that are listed are what EMC supports and what is required. If a version is being used other what our guidelines say, it may work, but it's not the environment that the product was developed, tested or certified in. It is important to understand that running xPression in an unsupported platform is done at your own risk. There are so many variables in the different releases that EMC is required to draw the line with what can be supported. With each release, EMC has to make sure that all the different components work well together and for any given environment specification, this is a daunting task.

Common Compatibility Questions

• Microsoft Office 2013 won’t be supported until xPression 4.6 is released in Q4. There are no plans yet to support the 64-bit version.

• Websphere 8.5.5 is not officially supported in xPression 4.5 SP1, but is planned for 4.6. • Weblogic 12.1.3 won’t be officially supported until xPression 4.6. • Oracle 12c is supported in xPression 4.5 SP1 Patch 12 and higher. • Internet Explorer 11 is supported in 4.5 SP1 Patch 5 and higher. • Windows 8.1 will be supported in xPression 4.6. • JDK 1.6 and 1.7 is supported on various platforms. See the Release Notes for details. • How to tell what JDK you are running in Websphere: https://support.emc.com/kb/204341

2.2 Environment Setup Considerations xPression is a Java based program and it requires that Java is set up on the client and server for installing patches. Below is an example of some steps for setting up Java on a Windows 7 client, in preparation for running any of the xPression design clients, such as xPresso for Word, xPresso for InDesign and xPresso for Dreamweaver and xDesign. This can be adapted to Windows Server operating systems.

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 10

Setting up Java Environment Variables in Windows 1. Open the Control Panel -> System or Security –> System; the same thing can be done

by right-clicking on My Computer and choosing Properties. 2. Choose Advanced System Settings option. 3. Choose the Environment Variables option 4. In the System variables section it is selected New 5. Define the variable name, JAVA_HOME and its value C:\Program Files\Java\jdk1.6.0_16 (for

this example JDK version 1.6.0 was installed in C:\Program Files\Java\jdk1.6.0_16 folder; if needed, modify this value to reflect the real situation)

6. Insert a new system variable named, CLASSPATH and its value %JAVA_HOME%\jre\lib 7. For PATH, if it already exists, select it and choose the Edit option; in the editor add the value;

%JAVA_HOME%\bin (the new values are separated by a semicolon from the existing ones). Sometimes it is easy to edit the whole path using a text editor.

8. Restart the computer in order to make your system aware of these changes

Testing the Setup of Java Environment Variables Testing is done by opening command prompt (Start -> cmd) and running the command to get the running version of java: C:\Users\Smith> java -version If there is no system variable to indicate where to look for the executable, the system will give an error such as:

'java' is not recognized as an internal or external command, operable program or batch file. Also, you can see these related articles for more information: http://www.itcsolutions.eu/2010/11/29/set-environment-variables-in-windows-7-for-java/ https://www.java.com/en/download/help/path.xml

2.3 How To tell If Compuset Is Installed On Your xPression Server

Issue The xPression Administrator is ready to perform a full install of a new server and upgrade the database. They are unsure whether or not Compuset was installed on the previous xPression Server. What is a quick way to check whether or not Compuset has been installed?

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 11

Solution Take a look at a sample of the xPressionVersion.properties file (located in the xPressionHome Directory) below, on the previous xPression Server: Version = 4.5SP1 Patch 6 VersionNumber = 4.5.1.19 Label = xPRS_BUILD_4.5.1.19.368 Non-Cset = true Tue 01/20/2015 Note the property called "Non-Cset" essentially means Non-Compuset. The property has valid values of "true" and "false". These values are entered by the installer during the xPression Installation process. If the value is "false", this means that both the CompuSet engine and the Publish engine were installed. If the value is "true", this means that only the Publish engine was installed. Please note that if an xPression installation includes Compuset, then it also includes xPublish. There are a few other strong indicators that you could check:

1. Check to see if there is a Compuset Folder under the xPressionHome directory. This would be an indication that Compuset is installed.

2. Check in xDesign to see if the option exists to create a Compuset document.

3 CR Script Generator Issues This section describes questions and issues related to running the CR Script Generator.

3.1 Should I run the xPressForms Table Scripts?

Issue Some questions are:

1. Should we run the "xxx_4.2to4.5_additional_tables.sql", as it contains a lot of "CREATE TABLE XPF...." which are typically all for xPressForms?

2. Although xPressForms isn't used, should we still create the additional tables? These tables typically have no relation at all to normal xPression usage.

Resolution A change was made in xPression 4.5. The change required the xPressForms CR tables be merged with the regular xPression database, so that the databases are no longer separate. That is why these tables are required.

NOTE: Before you upgrade the CR, IF the "xxx_4.2to4.5_additional_tables.sql" script exists in CR Upgrade folder, please follow the steps below:

• Check if the table XPF_FORMDATA already exists in the CR. • If it exists, then do NOT run this script.

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 12

• If it does not exist and if your company is NOT running xPressForms/xPressCategory, then you should run "xxx_4.2 to 4.5_additional_tables.sql" because xPressForms tables are now required to be in the CR for 4.5 SP1 and later versions.

• If your company is running xPressForms/xPressCategory, then you should contact xPression Support because your xPressForms database might be a separate database, in which case it would need to be merged with the main xPression database.

• If in doubt, it does not hurt to run these scripts again.

3.2 The CR Script Generator Doesn’t Generate Any Scripts

Issue The CR Script Generator runs, but no errors are displayed and no directory or scripts are created

Resolution If no CR Scripts are generated and no "CR Upgrades" directory is created, and there are no errors, then this is usually because no scripts are needed.

You can verify your results of running the CRScriptGenerator with the content repository updates in the following table in the Patch Notes. If a patch contains no updates of the content repository, the CRScriptGenerator does not generate any scripts. This is under the Content Repository Updates section.

If you determine that CR Upgrade Scripts needed to be generated and they were not, please contact Document Sciences Technical Support (support.emc.com).

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 13

3.3 java.lang.NoClassDefFoundError: CRGenerator.bat" When Running CR Script Generator

Issue The customer is unable to generate the CR Scripts to upgrade to a new Patch of 4.5 SP1. When trying to upgrade from 4.5SP1GA to 4.5SP1 Patch 3, the following error is received when running the CRScriptGenerator:

Exception in thread "main" java.lang.NoClassDefFoundError: CRGenerator.bat

Caused by: java.lang.ClassNotFoundException: CRGenerator.bat at java.net.URLClassLoader.findClass(URLClassLoader.java:434) at java.lang.ClassLoader.loadClass(ClassLoader.java:653) at sun.misc.Launcher$AppClassLoader.loadClass(Launcher.java:358) at java.lang.ClassLoader.loadClass(ClassLoader.java:619) Could not find the main class: CRGenerator.bat. Program will exit.

Here is the command being used:

E:\xPression\XP45SP1_P13_CRScriptGenerator>"C:\Program Files (x86)\Java\JDK1_6\bin\JAVA.EXE" CRGenerator.bat

Resolution Instructions on how to run the CR Script Generator are found in the Patch Notes.

1. Run the CRScriptGenerator.bat from the command-line instead of double-clicking it. Specifying the path to Java is not required.

2. If for some reason the script still doesn't launch, make sure that Java_Home is defined in the Environment Variables.

3. Make sure that Java is properly installed. Sometimes, re-installing the JAVA 1.6 or 1.7 JDK is required.

4. You can edit the CRSCriptGenerator.bat file and change it. See the following example: Before: java -cp ./classes CRGenerator After: C:\PROGRA~1\Java\jdk1.6.0_45\bin\Java -cp ./classes CRGenerator The path would be different depending on where your JDK is located.

5. If none of these things work, as a workaround, you can always extract the scripts from the

Data.zip file inside the CRScriptGenerator.bat file for minor patch upgrades or contact DocSci Support for more help.

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 14

3.4 A Workaround to Make the xPression CR Script Generator Give you the Necessary Scripts.

Issue I need the CR Upgrade Scripts, but I don't have a version of xPression installed or even an xPressionHome directory from the version of xPression that I am coming from. How can run I run the CR Script Generator from any computer and generate the correct scripts on the fly?

Resolution 1. Download the CR Script Generator for whichever patch of 4.5 SP1 you want to upgrade the

xPression database to.

2. Run the CR Script Generator using the instructions in the Patch Notes.

3. Obtain an xPressionVersion.properties file.

4. See the contents of the xPressionVersion.properties file below on a Windows machine. The only line that the CR Script Generator looks at below is the top line. The rest of the lines are commented out. Make sure that the top line has the version of xPression that you want to upgrade the database from. In this case, it is 4.1 SP1 Patch 11.

Version = 4.1 SP1 Patch 11 rem VersionNumber = 4.2.0.43 rem Label = xPRS_BUILD_4.2.0.43.552 rem Non-Cset = false rem Sun 05/25/2014

5. When asked for the path to the xPressionHome directory, choose the path to the xPressionVersion.properties file. For example, you could place it in C:\temp on a Windows machine.

6. If you get a message saying that the Installer.properties file cannot be found, you can safely ignore it.

7. When asked for the database, choose Oracle, MS SQL Server, or DB2, depending on what you need.

8. After this the scripts will be generated in the CRUpgrade folder as mentioned in the Patch Notes.

4 Enterprise Archive (EAR) File Installation Issues This section describes issues and resolutions related to correctly deploying the EAR file.

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 15

4.1 Why is there now only one EAR file for xPression 4.5 or 4.5 SP1?

Issue When downloading software from the Download Center and proceeding with installation of the EAR file, often questions arise about the EAR files arise. When upgrading to xPression 4.5 or 4.5 SP1 from an earlier version of xPression, such as 4.1 SP1, it is observed that there are no Enterprise Archive EAR files for xResponse, xRevise, xAdapter, xDevKit, etc. There is only one Enterprise Archive EAR file. Why were the other EAR files not included?

Resolution Starting with xPression 4.5, to simplify installs/upgrades, Document Sciences merged all xPression EAR files into a single EAR file.

This simplifies installation and deployment, as well as making it easier for software distribution. All EMC software products licensed at the customer site will be available.

4.2 Questions on JMS-Enabled xPression Adapter EAR file in 4.5 and 4.5 SP1

Issue On page 40 of the xPression Installation-Guide 4.5 SP1, it says: The xPression installation program enables you to deploy the xAdapter EAR file. Configuration steps for the xAdapter application are integrated into the configuration steps for your application server. EMC Document Sciences provides two versions of the xAdapter application: one with a JMS listener and one without. Since xPression 4.5, all of the EAR files are merged into one for simplification. See: https://support.emc.com/kb/193662

• Why is the xAdapter EAR file talked about separately? • Is this because the JMS Enabled EAR file includes a different version of xAdapter? • What is the JMS and how does it relate to xAdapter? • Who should use this EAR file?

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 16

Resolution There are two different EARs for xPression as of 4.5 SP1, one with JMS Adapter and one with the normal Adapter. You need to choose which EAR to download and install. The xPression.ear contains all EARs including the standard xAdapter code. The JMS Adapter is used specifically for companies that use JMS/MQ to send messages. The JMS functionality is the only difference between the standard Adapter (non-JMS) and the JMS Adapter. If you need xAdapter, do you also need JMS functionality (for example: do you need to send MQ messages to xPression for generation)? If you need JMS Adapter functionality, then you will need the additional JMS Adapter EAR. If you do NOT need the JMS functionality and would like to use xAdapter, you will only need the xPression.ear. We have certified the JMS Adapter with WebSphere MQ 5.3, but have deprecated xAdapter (both JMS and non-JMS) since then. Please be aware as EMC will continue to provide support, but will not enhance the functionality or certify against any recent MQ server going forward.

4.3 Error: “Application already exists in the configuration repository” when trying to deploy the xPression.ear file in Websphere

Issue You may get “Application already exists in the configuration repository” error while trying to deploy an application to Websphere application server.

This error can come under following conditions:

• Deploying an application where one already exists with that name • Re-Deploying an application whose deployment failed or did not complete. In these cases, the

application name may not be seen in the admin console. o For example, you are removing or deploying the xPression.ear file and you get an out of

memory before application is saved. o Or you click the save button multiple times and it crashes the application server. Then

you try again to deploy your application and get the error.

Resolution Here are some steps to resolve the issue.

1. Stop the target JVM 2. Delete all the contents of temp and wstempfolder. You can also see this article on clearing the

cache and temp files: https://support.emc.com/kb/197664 3. Goto WAS_INSTALL_DIR\profiles\<profileName>\config\cells\<cellName>\nodes\<nodeName>\ 4. Edit the file serverindex.xml for an entry for our application within the

tag<deployedApplications>xxx.ear</deployedApplications> (delete this line) 5. Do a search for your ear file in the file system and delete all the occurrences of

the XXX.earfolder 6. Restart WAS 7. Deploy the application

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 17

If nothing works, then here is another possibility. If you are upgrading to a patch version of xPression, (for example, from 4.5 SP1 GA to Patch 11) and the error occurred after removing the GA EAR file and re-deploying the Patch EAR file, then try to this.

1. Remove all xPression EAR files. 2. Re-deploy the GA EAR file. 3. Then re-deploy the Patch EAR file.

This has worked for some users when nothing else has worked to resolve this error.

4.4 After installing xPression, there are no log files and xAdmin does not connect.

Issue After installing xPression, there is neither an xpression.log, nor a server JBoss boot.log/server.log, and user cannot connect to either xAdmin or xDashboard.

Resolution The user had made backup copies of the previous xPression.ear files, and stored them in the JBoss directory.

They created a backup of xPression.ear directory and named it "Copy of xPression.ear" but left it in the same folder location. Even if the name is different, the directory will still be read and JBoss will have a conflict during deployment, which is the reason for the missing logs, etc.

The user was directed to place those backup.ear files in some folder outside of the JBoss tree so that JBoss will not try to deploy them. The user was also directed to delete the log/tmp/work/data cache folders underneath the <JBoss_Home_Directory>/server/<server_name> directory, so that JBoss recreates them anew. After removing the duplicate .ear files and restarting the application server, the user was able to connect to xAdmin, using xpressionsa.

4.5 Unable to start xPression with JBOSS, Unable to initialize EJB LicenseControllerSL, xPression not bound

Issue When trying to start xPression with JBOSS after installing a Patch, the following errors are seen in the xpression.log file:

com.docscience.xpression.ejb.EJBServiceLocatorException: Cannot get EJB service com.dsc.uniarch.cr.ejb.LicenseControllerSL com.docscience.xpression.ejb.impl.AbstractEJBServiceLocatorImpl.getService(AbstractEJBServiceLocatorImpl.java:47) javax.naming.NameNotFoundException: xPression not bound

xPression 4.5 SP1 Upgrade Troubleshooting Guide for Users 18

org.jnp.server.NamingServer.getBinding(NamingServer.java:771) org.jnp.server.NamingServer.getBinding(NamingServer.java:779)

Resolution When installing a Patch, the xPression.ear file is manually deployed. Make sure that the xPression.ear (compressed file) is not in xPression.ear deployment directory along with all the normal contents of the xPression.ear directory. If it is, removing the xPression.ear file inside the xPression.ear folder and restarting the server should eliminate this issue.

5 xPression Installer Issues This section describes issues and resolutions related to running the xPression Installer. The issues and their resolutions could also apply to client installs, and also to either server or client patch installs.

5.1 Can't uninstall the old version of xPression

Issue When trying to run the Uninstall_xPression_Server.exe and uninstaller.jar from the command line to uninstall xPression 4.5 Patch10, we get the following error:

1. When trying to do the “Uninstall_xPression_Server.exe” it says, “Could not find a valid Java virtual machine to load.” You may need to reinstall a supported Java virtual machine.”

2. When using uninstaller.jar, the following error is seen, “Failed to load Main-Class manifest attribute from C:\xP45P10\UninstallerData\uninstaller.jar.”

Resolution 1. Use a program like 7-Zip or WinZip to open up the uninstaller.jar. 2. Go into the META-INF folder 3. Find the file MANIFEST.MF 4. Add the line "Main-Class: uninstall" with linefeed at the end of MANIFEST.MF.

5. Put the MANIFEST.MF file back into the uninstaller.jar\META-INF. 6. Run the command java -jar uninstaller.jar LAX_VM <JAVA_EXE_LOCATION> as below, then you

will uninstall it successfully: Note: Please make sure you are editing the MANIFEST.MF in an editor that provides line-feed formatting, such as Notepad++. If you use Notepad, it will not work properly, since it will change the file to CRL format instead. Modify MANIFEST.MF (which is included in uninstaller.jar). Add the line "Main-Class: uninstall" with line feed at the end of uninstaller.jar\META-INF\MANIFEST.MF.

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5.2 Error: ZeroGu6: "Windows DLL failed to load" when running Patch.exe for 4.5 SP1

Issue With xPression stopped and a command prompt open with elevated Admin permissions, the user navigated to the location of Patch 3 from a command prompt He ran command: patch.exe LAX_VM %JAVA_HOME%\bin\java.exe.

The following error or something similar is seen:

ZeroGu6: Windows DLL failed to load at ZeroGa4.b(DashoA10*..) at ZeroGa4.b(DashoA10*..) at com.zerog.ia.installer.LifeCycleManager.b(DashoA10*..) at com.zerog.ia.installer.LifeCycleManager.a(DashoA10*..) at com.zerog.ia.installer.Main.main(DashoA10*..) at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:57) at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43) at java.lang.reflect.Method.invoke(Method.java:606) at com.zerog.lax.LAX.launch(DashoA10*..) at com.zerog.lax.LAX.main(DashoA10*..)

Note, the error may be different, but look for the “ZerogG**” and “Dasho**” aspects of the error message and you may have a similar issue.

Resolution This is an InstallAnywhere issue. A defect has been filed: XPR-91885 and fixed in xPression 4.6. The engineering team has to upgrade InstallAnywhere and rebuild it, in order to support Windows 2012 R2+JDK7. A note will be given in the Patch Release Notes. The workaround is to point the patch installer to a version 1.6 of the JDK.

5.3 An error message that xPression 4.5 SP1 cannot be installed on top of xPression 4.5

Issue This error message may occur when trying to install an xPression 4.5 SP1 Patch, either for the client or the server, on top of 4.5. In this example, we are installing 4.5 SP1 Patch 11. For example, when trying to run XP45SP1_P11_xDesign_Patch_Installer.zip using: patch.exe LAX_VM "C:\Program Files\Java\jdk1.7.0_55\jre\bin\java.exe"

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The following error occurs.

Resolution You have to install 4.5 SP1 GA first by following the Installation Guide or Upgrade Guide. Please refer to the 4.5 SP1 Patch Notes for how to install the Patch. The Patch Notes mention making sure you have 4.5 SP1 GA installed first. After that, the steps to install the 4.5 SP1 Patch will work. See this article regarding the new upgrade process when going to 4.5 SP1 or higher: https://support.emc.com/kb/191751

5.4 Issue with the command for the path to Java in the 4.5 SP1 Path installation being case sensitive.

Issue The documentation implies, but does not explicitly state, that the specified path to the java.exe is case sensitive. When Users have tried the following commands and they didn’t work, so be aware of it:

patch.exe LAX_VM C:\WEBSPHERE\APPSERVER\JAVA\BIN\JAVA.EXE (in all caps) patch.exe LAX_VM "C:\WEBSPHERE\APPSERVER\JAVA\BIN\JAVA.EXE" (with quotes) patch.exe LAX_VM C:\WEBSPHERE\APPSERVER\java\bin\java.exe (part of the lower case) The installer gives an error in a pop-up window that says, "Windows Error 2 occurred while loading the Java VM."

Resolution In the example, Websphere has been installed in C:\Websphere\AppServer\java\. The patch installation works if the following command is used: patch.exe LAX_VM C:\Websphere\AppServer\java\bin\java.exe A documentation fix has been created for this issue (XPR-92195). The Java path is case sensitive, and this fact will is addressed in the Patch Notes for 4.5 SP1 (Patch 9), but be aware of it.

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5.5 When you try to reinstall xPression or one of its clients it says it has already been installed.

Issue When the user tries to reinstall xPression or one of its clients, the following error is received in the screenshot below, stating that the patch is already installed:

This same error in the pop-up can occur for the server or client software.

Resolution

xPression Server

If you receive the error when reinstalling the xPression Server, be aware of these issues.

When the GA installer asks if you want to do a full re-install, it is only referring to a re-install of the GA version, and is not considering patches at all. Workaround:

1. Back up the xPressionHome directory; 2. Remove the xPressionHome directory completely; 3. Re-run the 4.5 SP1 GA installer, reentering (and correcting as needed) the installation values; 4. Upgrade to the Patch you want to install.

Issue Avoidance: To avoid issues like the one described in the issue section:

1. Uninstall all patches that were installed after GA, in reverse order. Each patch un-installation undoes the most recent installation.

2. Re-run the xPression Installer for 4.5 SP1 GA. Choose the option that says "Complete Re-install" as seen in the screenshot.

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3. Re-run the Patch Installer, reentering the installation values.

xPression Client

If you receive this error when installing an xPresso or xDesign patch after you have uninstalled the client using Windows Add/Remove Programs, take note of the following.

• When uninstalling an xPresso or xDesign client, you first need to uninstall the patch following the instructions in the 4.5 SP1 Patch Notes. Then you can uninstall 4.5 SP1 GA.

• When installing an xPresso or xDesign client, you need to first install the 4.5 SP1 GA release, the install the Patch. The instructions are also in the Patch Notes.

• If you have already tried to uninstall the Patch using the instructions in the Patch Notes, then you can you also receive the error because the "Patch" Directory still exists in the client installation directory. Trying removing it. Below are the paths.

xPression xDesign: %xPressionDesign%\patch\ directory. xPresso for Word: %ProgramFiles(x86)%\xPresso\Unity Designer\patch\ directory: xPresso for Dreamweaver: %Adobe Dreamweaver%\patch\ directory: xPresso for InDesign: %Adobe InDesign%\patch\ directory:

If some xPression Software can't be uninstalled or reinstalled a program such as Revo Uninstaller is very useful.

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6 Client Specific Installation Issues

6.1 Do you have to install a specific version of Java for the xPression clients?

Answer xPression clients do not depend on an external version of Java. It is delivered with its own JRE.

The xPression client patch installers will likely work with Java 1.8, but they definitely can be run by using the path to the java.exe that comes with xDesign as a parameter, as such:

patch.exe LAX_VM "C:\<xDesignHome>\jre\bin\java.exe"

6.2 Correcting your xDesign 4.5SP1 environment for RMI with JBoss 7

Issue I can’t get xDesign to work in RMI mode with JBOSS 7? I keep getting connection errors.

Resolution You need to copy certain files from your server to your client machine. The steps are a lot to be covered here, but better support for RMI will be added in 4.6. See the article below:

https://support.emc.com/kb/206516

6.3 How to do an xDesign Communication and Application Trace Sometimes, to find an issue in xDesign, you have to enable trace logs so that you can analyze them and find the problem or give the files to Support for further analysis.

Com Trace In xDesign, go to Tools -> Options -> Diagnostics

Please turn on the Com Trace Bridge and provide the file name as shown in the screenshot below. In this example, the file will be saved to c:\temp\mytrace.trc.

Close xDesign, then re-open it and perform some actions where you experience the issue.

Turn it off by unchecking Com Bridge Trace when you are finished.

App Trace In xDesign, go to Tools -> Options -> Diagnostics

Please turn on the application trace and provide the file name as shown in the screenshot below. In this example the file will be saved in c:\temp\mytrace.apt.

Close xDesign, then re-open it and then perform some actions where you experience the issue.

Turn it off by unchecking Application Trace when you are finished.

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6.4 xPresso Client Install Troubleshooting Tips • A common issue that people have is not copying the complete serial number when installing. • Also Serial numbers for VM installs will not work on non VM installs, make sure that the serial

number requested for the install is specific to the type of install being done, for example: VM or regular PC.

• Serial numbers for xPression 3.X will not work on 4.X and 4.2 serial numbers will not work with 4.5, etc.

• It's always recommended to remove the existing xPresso plug-in and then install the new version of the plug-in as a fresh install.

• Ensure that the installation is done with Local Administrator privileges. • Make sure the plug-in bit-version matches the Word bit-version. In other words, do not install a

64-bit version of the plug-in if Word 32-bit is installed, or vice-versa. Doing so could cause the plug-in ribbon or menu to not appear following the installation.

• Ensure that Corda Charts is installed during the installation. This is often a necessary component.

6.5 xPresso License Components Below is an explanation of how xPresso licenses work.

As per installation instructions, there are three main components that are necessary to license your xPresso for Word software; you need all three of these to complete the process:

Serial Number: The serial number is specific to your company and the xPresso client applications purchased, specifying a certain number of licenses for each application. EMC provides the serial number to your company or administrator along with the installation files.

Request Code: The request code is specific to the machine upon which you run the xPresso client. This request code secures the software from being copied to other machines.

License Key: The license key is granted to you from the EMC Document Sciences self-service activation application or manually from EMC Licensing (licensing@emc.com). The license key’s term of validity is set by the serial number and the master agreement with your company.

6.6 Information about upgrading Corda for some issues in xPresso for InDesign 4.5 SP1

Issue If you encounter the following issues when using xPression, you must upgrade your Corda to 7.3.12.7673 on both the Server and the xPresso client.

• Some chart data is lost. • Charts bleed in the PDF preview

Resolution See the latest 4.5 SP1 Patch Notes for more information:

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The issue was addressed in: XPR-91295. The issue is fixed in Patch 9, but you also need to download the Corda7.3_UpgradePackage_For4.5SP1.zip package from EMC Download Center (currently emc.subscribenet.com) and refer to the Corda Upgrade Guide inside to upgrade your Corda Builder.

6.7 How xEditor works when opening a work item. The articles below can be useful to aid in better understanding issues with xEditor.

A Brief Explanation of how xEditor works when it launches a work item https://support.emc.com/kb/203833

What are the directory paths that xEditor reads, creates and updates? https://support.emc.com/kb/205392

7 Server Start-up Issues This section discusses issues that can occur after the installation is completed, where the server won’t start.

7.1 xPression server 4.5 SP1 fails to start after installation on JBOSS 6.1 EAP / JBOSS 7 if Documentum paths have been configured during install

Issue The configuration of Documentum-related options during installation of xPression server 4.5 SP1 on a Windows/JBOSS6.1 EAP environment causes server start to fail. The installation itself happens cleanly without reporting any errors. But errors are observed. See: https://support.emc.com/kb/189333 for all of the details, including errors and cause.

Resolution To work around this issue you should manually edit "<Jboss_Install_Dir>\modules\com\documentum\main\module.xml" after the installation and before starting xPression server. Please follow the steps below to make appropriate changes:

1. Create a backup copy of "<Jboss_Install_Dir>\modules\com\documentum\main\module.xml" 2. Open "<Jboss_Install_Dir>\modules\com\documentum\main\module.xml" 3. Find <resource-root path="certj.jar"/> and rename it to <resource-root path="certjFIPS.jar"/> 4. Find <resource-root path="jcmFIPS.jar"/> and rename it to <resource-root path="jsafeFIPS.jar"/> 5. Remove strings <resource-root path="cryptojce.jar"/> and <resource-root

path="cryptojcommon.jar"/>. These .jars were introduced only in DFC 7.1. 6. Save changes and restart the xPression server. This is not a bug. This is known issue because of differences between the Documentum versions. We support Documentum version 7.1 by default. If customers use version 6.7, then the modifications listed in the steps above will address the issue.

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7.2 Clear the App Server Logs, Temp Files and Cache Not clearing the App Server Logs, temp files and cache can cause start-up issues with the xPression Server.

How do I clear the JBoss logs temp files and cache? Stop the JBoss App Server. Delete the following directories in JBOSS 5.1 C:\jboss-5.1.0.GA\server\<serverName>\data C:\jboss-5.1.0.GA\server\<serverName>\tmp C:\jboss-5.1.0.GA\server\<serverName>\log C:\jboss-5.1.0.GA\server\<serverName>\work Delete the following directories in JBOSS 6.1 C:\jboss-6.1.0.Final\server\<serverName>\data C:\jboss-6.1.0.Final\server\<serverName>\tmp C:\jboss-6.1.0.Final\server\<serverName>\log C:\jboss-6.1.0.Final\server\<serverName>\work Delete the following directories in JBOSS 7.1: C:\jboss-as-7.1.1.Final\standalone\data C:\jboss-as-7.1.1.Final\standalone\tmp C:\jboss-as-7.1.1.Final\standalone\log Start the JBOSS App Server.

Clearing the JVM Cache - WebSphere 6.1, 7.0 and 8.5 To clear the OSGi class cache: For UNIX platforms, run the following script in each profile: <WebSphere_HOME>/profiles/profile_name/bin/osgiCfgInit.sh For Windows platforms, run the following script in each profile: <WebSphere_HOME>\profiles\profile_name\bin\osgiCfgInit.bat To clear the JVM's class cache (Windows, Linux and AIX only): For UNIX platforms, run the following script: <WebSphere_HOME>/bin/clearClassCache.sh For Windows platforms, run the following script: <WebSphere_HOME>\bin\clearClassCache.bat Also clear the following directory contents: <WinUsers_home>\Local Settings\ApplicationData\javasharedresources\ where WinUsers_home is either C:\Documents and Settings\DefaultUser OR C:\Users depending on your current version of Windows.

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Please note:

1. You should not delete the cache while any of the JVM's are running and using the cache. The server has to be stopped before clearing the cache.

2. You must be logged in as the user who started the WebSphere Application Server. 3. For Windows the clearClassCache.bat may not work if you are using Windows Services. Please

follow these steps:

Clear the following directory contents: For Windows XP/Windows 2003: C:\Documents and Settings\DefaultUser\Local Settings\ ApplicationData\javasharedresources\ For Window Vista/Windows 7/Windows 2008: C:\Users\[WSAS_User]\AppData\Local\javasharedresources\ Clearing the temp files - WebSphere 6.1, 7.0 and 8.5 Delete all files in the following directories and restart the server: profile_root/wstemp profile_root/temp profile_root/logs profile_root/tranlog Where profile_root is the directory structure for WebSphere. Examples below:

a. WebSphere\AppServer\profiles\AppSrv01\wstemp b. WebSphere\AppServer\profiles\AppSrv01\temp c. WebSphere\AppServer\profiles\AppSrv01\logs d. WebSphere\AppServer\profiles\AppSrv01\tranlog

See this article for more information: https://support.emc.com/kb/197664

Clearing the Weblogic 12c App Server temp files and cache Generally for WebLogic 9.x and higher versions: Note: The directory page will be different for each installation 1. Stop the Weblogic Server instance before you remove the cache and temp files. 2. You can use the following commands to clear the cache and temp files: WIN: rd C:\bea\user_projects\domains\yourdomain\servers\yourserver\tmp \s UNIX: rm -rf /bea/user_projects/domains/yourdomain/servers\yourserver/tmp 3. Start the Weblogic Server instance when you are finished.

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Notes: http://rajuswargam.blogspot.com/2012/03/clearing-cache-for-weblogic-server.html http://www.coderanch.com/t/612292/BEA-Weblogic/Deleting-temporary-cache-directories-weblogic?

7.3 Which configuration files need to change to point to a new xPression server location

Issue If you are having difficulty connecting to the database, it is helpful to identify which configuration files need to change to point to a new server location for xPression so that the database can connect to the new xPression server.

Resolution The xPression installation program places a data source configuration file in your server deploy directory. This file is automatically configured by the xPression installation program based on the settings you provided during installation. You can update this file to add additional settings or to correct configuration errors. Consult the following table for the name of your data source configuration file.

Database Type Configuration File DB2 xPression-db2-ds.xml Oracle xPression-oracle-ds.xml SQL Server xPression-mssql-ds.xml

To illustrate, here is where the files would be located for JBOSS 5.1: For example, on Windows: C:\jboss-5.1.0.GA\server\default\deploy\hsqldb-ds.xml On Linux: /opt/ jboss-5.1.0.GA\server\default\deploy\hsqldb-ds.xml The xPression application deploy ear package makes a connection reference to the database through this file when using JBoss as the app server.

7.4 Class Loading Order in Websphere

Issue Not having the current class loading order in Websphere can have a serious impact on the server starting as well as other server components working correctly.

Resolution Review the classloading settings for all xPression components against the settings specified in the xPression Installation Guide. Ensure that the Startup Order for xPression.ear is set to 1 (or at least had a lower number than any

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other .ears) and that the Classes loaded with parent class loader first and the Classes loaded with local class loader first (parent last) settings are correct for each of the deployed .ear files.

7.5 DSCSecurity: something is wrong in the LDAP accessing configuration file

Issue Some users have noticed after upgrading to 4.5 SP1 that they are able to log into xAdmin using the xpressionsa ID, but when they try to Add Users into xAdmin via LDAP, they were getting the following error (error Code 6036). "DSCSecurity: something is wrong in the ldap accessing configuration file"

Resolution The LDAP_SERVER_URL value is stored in memory and whatever value is read in last is the one that xPression uses. This is a problem, because the ldap configuration is supposed to always come from ldapcfg.properties. Workarounds: 1. A workaround is to answer all of the LDAP questions in the xPression Installer so they are the same as what will be in your ldapcfg.properties. You can also edit the installer.properties to have the same LDAP values as your ldapcfg.properties file and then restart the xPression server. 2. The installer.properties is discussed in the xAdmin Guide and Install Guide. It is only used to store values during the install or for silent install, but the values are written to other properties files. It is normally not needed after the installation. Another workaround is to rename the installer.properties file to installer.orig or .old and then restart the xPression server. This will resolve the issue. You can read more about this issue in this article: https://support.emc.com/kb/193658

8 Questions and Issues after upgrading

8.1 Word intermittently hangs saying "xEditor Initializing" when it starts to bring up xEditor

Issue Word hangs saying "xEditor Initializing" when it starts to bring up xEditor in xPression 4.5 SP1 after clicking on a work item in xRevise.

Resolution a. Kill xEditorManager in the task manager and also WINWORD.EXE and delete log files b. Try to open a work item, c. if successful, open the work item again d. If the open fails, run steps 1a-1c again

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2. Check if Word Plug-ins is causing the problem. To check this: a. Kill xEditorManager in the task manager and also WINWORD.EXE and delete log files b. Click File tab, then Click options button to show options dialog c. Click on Add-Ins. d. Make sure COM Add-ins is selected in the Manage drop down and click the Go… button e. This window shows ALL add-ins that are running. f. Note which add-ins are checked and remove the check mark from each of the items listed. g. Press OK (DO NOT press REMOVE). They can be re-enabled by adding the check mark back. h. Try to open a work item – if successful then close and try to open it again. i. If successful, then add back the Add-ins one at a time until you find the one causing the issue. j. Kill xEditorManager and all WINWORD.EXE processes before testing. 3. Try killing processes or disabling any programs, such as Anti-virus software, that run in the background. 4. Try running xEditor off of the Server and see if it is able to launch from there. 5. In addition to a complete reinstall, also, see This Article about not installing xEditor manually. 6. If nothing works this is probably a Defect that was fixed in 4.5 SP1 Patch 13 (XPR-95116).

For more information on this issue, see this article: https://support.emc.com/kb/203605

8.2 Image Conversion Issues related to Image Magick

Issue In xPression 4.5 and higher, we changed the base image processing library to ImageMagick, due to its ability to make the image processing module more stable and provide better performance.

If you are getting an error in the xpression.log that says: com.docscience.image.ImageProcessException: FAILED TO convert ……, check the steps below.

Resolution Verify ImageMagick Installation

Run command line “identify” utility under folder <xPressionHome>/im to make sure that ImageMagick works.

1. Open command shell, run command %XPressionHome%/im/identify.exe -list format

If the command echoes the message below, then ImageMagick is broken and needs to be re-installed.

Format Module Mode Description ------------------------------------------------------------------------------- * native blob support

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r read support w write support + support for multiple images

Contact Document Sciences Support for more information on getting Image Magick working properly or see this KB article: https://support.emc.com/kb/194453

8.3 What are all of these .bak files in [xPressionHome] directory after installing a Patch on the Server?

Issue The xPression 4.5 SP1 Patch Installer leaves a lot of ".bak" files in the xPressionHome directory. Is this intentional or should they be cleared after the run of the installer?

Answer The files that end with .patch.bak are used for patch un-installation. If the user wants to delete the files, he must make sure not to run the un-installation program to uninstall the patch, otherwise there will be some problems. For example, there is a .patch.bak file for dcpi.properties. If the user deletes the $XPRESSION_HOME/dcpi.properties.patch.bak manually, he cannot uninstall the patch via patch uninstaller; if he does, the $XPRESSION_HOME/dcpi.properties would be deleted. For example, XPRESSION_HOME/dcpi.properties is XPRESSION_HOME/dcpi.properties.patch.bak. The reason is that after installing Patch 01, if the customer were to invoke the uninstall, then the .patch.bak file exists, the Patch Installer will know that the dcpi.properties file has an old version, for example: it is not a new file added by P01. The uninstaller will delete the file dcpi.properties first and rename the dcpi.properties.patch.bak to the original name. Otherwise, if there is no .patch.bak file, then the patch installer will treat it as a new file added in P01, and it will just delete the file dcpi.properties to uninstall P01. There will be only one .patch.bak file kept when applying a patch. It will remove the existing *.patch.bak file before applying the new patch. This is because the patch installer can only be uninstalled once. For example: The user applies P01 and then applies P02. Here is the sequence that will take place (Using dcpi.properties as an example):

1. Based on the GA build, apply P01, Patch Installer will rename dcpi.properties to dcpi.properties.patch.bak, and then copy the new dcpi.properties to the same folder.

2. Based on P01, when the user applies P02, the Patch Installer will find that the file dcpi.properties.patch.bak exists, so it will remove the file first, then rename dcpi.properties to dcpi.properties.patch.bak, and then copy the new dcpi.properties to the same folder.

3. When uninstalling, only the current patch can be uninstalled (P02).

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It is safe to move these .bak files to a personal folder "patch_backup" and eventually restore them prior to uninstall. Only the uninstaller requires the .bak files. Having the .bak files in the xPression home directory does not affect the functionality of xPression; they are only required to be there when running the Patch uninstall.

8.4 How to downgrade the xPression server

Issue Sometimes an xPression upgrade does not go smoothly - there may be too many problems with the upgrade or there is no more time to make the upgrade work successfully. In these instances, it may be necessary to revert back to a previous version of xPression.

Resolution 1. To downgrade the xPression server, follow the instructions to uninstall xPression found at the

end of the Install Guide.

2. You will need to reverse everything you did during the install, which may include uninstalling any patches that you installed to get back to the version that you want to go back to. The instructions on how to uninstall a 4.5 SP1 Patch are found in the Patch Notes.

3. Also, if you ran any database scripts you will need to undo those, which usually means restoring the backup of your database back to before when you ran the scripts. If you only upgraded from one Patch to another within the same major release, such as from 4.5 SP1 Patch 1 to 4.5 SP1 Patch 9, your database is backwards compatible, so you will not need to downgrade the database. This is mentioned in the Patch Notes.

4. For example, if you are going from 4.5 SP1 Patch 9 back to 4.2 Patch 40, you will need to undo everything you did, which is basically doing a full install of 4.2 Patch 40 on the server and putting the configuration back to the way it was before, plus restoring the database back to a 4.2 Patch 40 database.

5. Since there is always a chance that you may need to downgrade, it is a good idea to back up any changes that you make, including backing up your original installation files, backing up the xPressionHome directory, backing up your EAR file directory, backing up your client files and most importantly, backing up the database.

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9 xPresso for Word Legacy Document Conversion

9.1 The legacy package is not showing on ECMDashboard

Issue The legacy package is not showing in the ECM Dashboard.

Solution The currently logged in user may not have the access rights to the expected package category. Go to xAdmin and check the access rights in the category.

9.2 Legacy packages from xPresso for Word 3.0SP1 can’t be converted

Issue The legacy package from xWord 3.0SP1 or earlier is not supported in the conversion.

Solution If there is a 3.0SP1 source template, please save it with xPresso for Word 4.2 as an xPresso for Word 4.2 package first.

9.3 Where is the conversion log The conversion log is in the xWordDesigner.log under a folder like “C:\Users\XXX\AppData\Roaming\xPresso\4.5SP1\Unity Designer\logs”, you can find the conversion error and warning log in it.

9.4 The xPresso for Word No document can’t be opened

Issue The document is no converted to the new version after opening it by clicking “Check out and Edit”.

Solution Check for any fatal errors that happened during the conversion. Please go to xWordDesigner.log to find the detail of the error message. This is usually where the client side logs are located: C:\Users\[Username]\AppData\Roaming\xPresso\4.5\Unity Designer\logs.

9.5 What if you don’t want legacy document auto-conversion?

Issue The xWord4.2 packages are automatically converted when clicking “Check out and Edit” button.

Solution If the user wants to check out the xWord4.2 package and keep the format unchanged, please use the “Legacy actions” in ECM Dashboard .There are Check In/Check Out and Cancel Check Out actions and the user can use the xWord 4.2 add-in to edit the template.

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10 Additional information for issue resolution Every time you find an issue, and you feel the issue needs to be reported, it will save both the customer and EMC Support time, if enough information is gathered at the onset. When dealing with upgrades and installs, the following information is critical. Later on, we will explain how to gather all of this information.

10.1 Server side issue If it’s a server side issue, the items below are very helpful for resolving the issue.

Environment information • Operating System • Version of xPression server and patch number; • Application server and version; • Database product and version used as the xPression content repository or CR; • Database product and version if using RDB as a customer data source.

Configuration files • All server configuration files which include .properties files (exclude files

“resource_*.properties”) under xPression home folder; • All XML files under xPression home folder;

Log files • xPression server log which by default is located in the xPressionHome directory; • xPression job log if it’s a job related issue; • Other logs may be required as mentioned in the Server Admin Guide.

Document, job and data • The Document PDPX file, including category and data source information; • Job pdpx file; • Customer xml data files

To help you get environment information from the xPression server, xAdmin includes a support utility that can be used to quickly display such information. You can access the utility through the URL (http(s)://<server_or_IP>:<port>/DSExplorer) while your xPression Server is running. For the details, please refer “xAdmin User Guide 4.5SP1.pdf” and clients User Guides or see This Article.

10.2 Client side issue If the issue occurs on the client side (xPresso for xPresso for InDesign, xPresso for Word, xPresso for Dreamweaver and xDesign); then the information below should be provided to the Support Engineer.

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Environment information • OS and version; • xPression server version, client version, including Patch number;

Configuration files and log files These vary from one client to another, but we have articles in the Knowledgebase on how to obtain them.

• For xPresso logs and config files, see this article: https://support.emc.com/kb/189034 • xDesign logs usually involve the xpression.log from the server. Sometimes the xDesign trace

logs are necessary, if asked for. See the section earlier entitled: “How to do an xDesign Communication and Application Trace”. For xDesign connectivity issues, there is a com2ejbbridge.properties files in the xDesign Install folder.

• What logs and other files should I give to Support when opening an xEditor SR? https://support.emc.com/kb/195704

Document and data • Customer’s document and related resources like font, image and MS Word template • Customer data XML schema file and XML file • The Word template is good to include for xDesign issues.

xPresso clients provide a diagnostic information collector to help you gather some information mentioned above. Please reference user guide for the details.

10.3 Ready References & Other Resources • Support Center: https:/support.emc.com/

Documentation • 4.5 SP1 Patch Notes • 4.5 SP1 Release Notes • 4.5 SP1 Install Guide • 4.5 SP1 Upgrade Guide • 4.5 SP1 Server Administration Guide • 4.5 SP1 Documentation Bundle • 4.5 SP1 Documentation Search • 4.5 SP1 System Overview

Download Center • Subscribenet/Download Center • 4.5 SP1 Upgrade Request Form (If you are unable to download the software)

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KB Articles • New Upgrade Process • Old Upgrade Process • Common 4.5 SP1 Upgrade Problems and Questions • ECD Enhancement Request Process