Maintenance and Troubleshooting¶

In case of problem regarding DataCentral, please have a look at the DataCentral FAQ

In case of problems regarding SpaceObServer, please have a look at the SpaceObServer FAQ

In case of problems regarding UltraSearch, please have a look at the UltraSearch FAQ

Checking the Configuration¶

If you’re experiencing problems, it’s worth checking that your index condiguration (and scan configuration) are correct.

You can view and check the status of your scans and indexings under “Scan” > “Configure Scans”. Here you can start and stop all scans and make further settings.

While a scan or the indexing is running, you can monitor the current progress: You can view the number of scanned files or files handled during indexing. You can also see the percentage progress of it.

The scan is successfully completed if a green tick appears at the beginning of the line. However, if a warning triangle appears, there were problems during the scan. In such a case, you can see the reason in the status line (common problems and their solutions can be found in Troubleshooting)

Note

If it is an initial scan, DataCentral does not yet show the total progress because the complete size of the data is not yet known.
The status “Scan now activated” informs you that the signal to start the scan has been forwarded to the DataCentral Scan Service. If this status persists for a longer period of time, there may be a problem with the scan service (see Troubleshooting).
If the scan progress stalls for a long time, this may be an indication of a problem during the scan. In such a case, see Troubleshooting.
If DataCentral has problems accessing part of the directories to be scanned, this does not cancel the entire indexing process. You can then trace possible access problems with “Check for scan errors”.

After the initial scan is finished and you chose to create a full text index the index creation will begin. The progress and a time estimate is shown in the staus field of the scan.

For an even more thorough check, for example in the event of unusual behavior, you can search the Windows Event Log for errors. To do this, search for errors from the source “SpaceObServer Agent” (Scan Service) or “SpaceObServer DataCentral” (Indexing Service).

Troubleshooting¶

SpaceObServer DataCentral¶

When encountering problems with the the configuration or scanning with SpaceObServer DataCentral you can find solutions to the most commen problems on our FAQ page.

Common Problems with UltraSearch¶

Error	To be checked	Solution
It is not certain whether results will come back from DataCentral.	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then look at the debug log. Check if the log contains the entry “Switching back to regular UltraSearch search method.”	If not and there is the entry “Result received from the indexing server” the results were delivered by the server. Is it not clear if something is coming back from DataCentral? Then please let us know what would help you recognize this.
	The index could not be reached or the search directory was not indexed. Please open DataCentral on your server and check under “File” > “Options” > “Index Service” whether the service is running and whether it is running under the same port and that the certificate thumbprint is the same as set in UltraSearch.	Please make sure that the service is running and that the settings match UltraSearch.
	If the settings are correct, check whether the search index is available as a scan. If it is a content search, check that the “Activate full text index” option is active under “Scan” > “Configure Scans” > “Scan Options”.	If a scan is not available, create it and activate the full text index as required.
No results are returned, although something should be found.	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then take a look at the debug log. Check if the log contains the entry “Switching back to regular UltraSearch search method.”	If this entry appears, DataCentral could not be accessed. See the entry above for the solution.
	The result from DataCentral is empty. Please check once in UltraSearch under “Options” > “Exclude filter” whether an exclusion filter is active.	Please deactivate the exclusion filter as more complex nested operations are not yet supported.
	Please press CTRL+SHIFT+ALT+D once to start the debug mode. A debug log is then saved on the desktop. Execute the search again and then look at the debug log. Check if the log contains the entry Error in RestRequest: Unauthorized. StatusCode = 401.	Please make sure that you have added the required Service Principle Names (SPNs) (Adding Service Principle Names (SPNs)) to the user account running the service.