Portal Export Command for Offline Portal Hangs in Pending Mode

over 6 years ago | Article no. 1872

1 rating

THIS ARTICLE APPLIES TO:

Knowledgebase Version 8.x

ISSUE DESCRIPTION:

The Export Portal command sometimes hangs on a specific Portal and fails to complete so it stays in the 'pending' mode, and blocks any further exports from working.

If the export status in the KB Admin Control Panel stays at 'pending' for more than an hour or two the export failed and manual intervention is required.

ROOT CAUSE:

This is usually caused by an issue with an image file associated with more than one or two KB articles.

SOLUTION OR WORK AROUND:

Typically the image file is quite large. Cropping or resizing the picture and reattaching it in the KB Admin Control Panel (ACP) will fix this issue.

AFFECTED SYSTEMS & USERS:

Knoweldgebase Administrators

ADDITIONAL INFORMATION:

To find what article is causing the problem the processing needs to be run manually and the output ported to a file which can then be examined to find the (first) offending article:

Delete any pending exports in the ACP
"Remote Desk Top Connection" into the KB Application server, open a command window,
A. Change directory to the following directory and perform this command:
B. :\Program Files\KnowledgeBase.Net\knowledgebase\applicationprogram\scripts\export\chm? Command = ?go > c:\temp\filenameMMDDYY.txt ?
The export will run and send its output to the designated file which can then be examined for the last article it attempted to process. Here are the last two entries for a failing export, the first worked but the second article caused the hang:

-----File: 21354:I need to troubleshoot a customer's PC but sysinfo doesn't give me the information I need.

sp_knbArticleGet @art_id=21354,@wfs_type=2 utoa.exe "(drive):\moxiesoftkbdata\knowledgebase\articlesPublished\12\31\21354.html"

ESCALATION PROCEDURE:

If you have additional questions, please contact our Support team at 877-373-7848 (option 2) or via email at cimsupport@moxiesoft.com.