CA Service Management

Hello,

I am unable to download attachment from knowledge article. it  prompts error as 'Download failed - Not found , id'

Please advise

Thanks

Vijay

Hi Vijay,  

Typically that would be caused by one of two conditions... either the repository that the attachment was originally in no longer exists (meaning the repository ID is non existant), OR the attachment itself was physically deleted or moved or does not exist for whatever the reason may be, thus it cannot find the attachment for that attachment ID.

If you upload a new file attachment to a document, are you able to download it after?

Jon I.

Vijay, do you see some related errors in stdlog? If yes, can you post them here? thanks _Chi

Thanks John and Chen for your reply

John: The attachment is very much there, I have attached screen shot of attachment in the files folder under knowledge, please see the same. Also I tried to attach another/different file, it attaches but cannot open give above error. However I can open attachment from servicedesk repository but not from knowledge repository.

Chen: Yes I get below error in std log file when tried to open attachment from knowledge article

12/13 04:15:48.99 CANTFSVMSD01   rep_daemon           4852 SIGNIFICANT  bpobject.c            2986 Stats: imp(0) lcl(0) rmt(1,1) rmtref(0,0) dbchg(0)

12/13 04:32:44.15 CANTFSVMSD01   slump_nxd            1680 SIGNIFICANT  server.c              3764 SLUMP Build(anderson-572): Up Time(135 day 3 hr 53 min 1 sec) Sent (108016447) Received (108330943) Ports in Use (97) Processes (94) Fast Channel (0)

12/13 04:34:02.03 CANTFSVMSD01   rep_daemon           4852 ERROR        DomWrap.c              876 Failed to complete reply method: 'MTH::got_attmnt_dob' ,BOP Name:'Attachment id:0' in class:'CDownloadFile', Error:NOT FOUND, id

Thanks

Vijay

What version of CA SDM is installed?

Is this an upgrade from a previous release?

Was this working before?  If so, any recent changes made to CA SDM?

Hi Paul,

Please find details as below

CA version is 12.6

No upgrade since last 2-3 years

Yes, this is first time we are using knowledge article in this version (12.6)

Thanks

Regards,

Vijay

Do you have any cumulative patches for 12.6 applied?

CA SDM 12.6 has been end of support for some time.

Vijay, the error

12/13 04:34:02.03 CANTFSVMSD01   rep_daemon           4852 ERROR        DomWrap.c              876 Failed to complete reply method: 'MTH::got_attmnt_dob' ,BOP Name:'Attachment id:0' in class:'CDownloadFile', Error:NOT FOUND, id

is too general to tell what could be the problem. It could be a lot of things. I would recommend open a CA Support

case to follow up. Thanks _Chi