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I have read the other threads regarding this error, but our situation appears to be slightly different.
We have customer service reps who encounter this error, but only for specific customers. In testing, we asked the CSRs to try to attach the same document to a different customer and it worked just fine. In addition, we asked other CSRs to try attaching the same document to the same (problem) customer and they were able to duplicate the error, indicating that this is a customer-specific problem.
What do we need to check to get around this?
Thanks!
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Hi Blair,
We explored that possibility, however, that doesn't appear to be the problem. First, Zeta Docs inserts an underscore in place of all spaces, ampersands and parenthesis that exist in the Customer Name field. Second, some users are able to upload to these customers while others cannot, indicating that it may be a user issue.
What we cannot figure out is why these users, when attempting to upload a file to one customer results in an error, while when uploading that same file with another customer works just fine.
Nothing makes sense.
Hi Alexander,
Our documents are stored on SharePoint. NAV has a ZetaDocs plugin that communicates to SharePoint, so there is no web browser being utilized.
The intermittent nature is odd because the same file will upload to some customers and not others.
Also, what is the file size? If connection is not stable, there might be time-outs; thus, sometimes when connection is good, it can be uploaded, and sometimes - not. Try uploading very small-sized files to potential "problematic" customers, would it give the same or better result?
What web browser is in use?
Hi Alexander,
Thanks for your response!
I checked the client name and it's very short with no control characters.
Another point worth noting is that this appears to be an intermittent problem. Sometimes it works, then it stops; the CSRs reboot, it works again, then the error appears again.
We cannot figure out what is going on.
The only thing that comes to my mind so far is that it can be connected with a quantity of symbols in client's names or folders, having the path to the file too long for some long-named customers. Can you troubleshoot this?
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