Drop Box doesn't add docs to DroppedDocuments

[bniski]

I need help. I can’t make the drop box work. I am not the first to write about this, but I haven't yet seen an answer.

I am using:
Using KnowledgeTree 3.7.0.2.
Drop Box 1.1.0

I am having the same problem that is listed in three unanswered postings from Nov 27, 2009, Feb 11, 2010, and Apr 13, 2010:
forums.knowledgetree.com/viewtopic.php?f=20&t=19850
forums.knowledgetree.com/viewtopic.php?f=20&p=35535
forums.knowledgetree.com/viewtopic.php?f=20&t=20298&start=0

From the postings, it looks like KT Team Members couldn’t duplicate the errors.

Is it possible for a KT member to describe the steps that the KnowledgeTree app follows so that I can maybe find the source of the problem, because the error messages haven’t been any help yet.

I can see that the files get uploaded into
/var/tmp/knowledgetree-ce/uploads

And I can see the obfuscated files loaded into “Documents” folder

I can see a record or two (at most) gets entered into the "uploaded_files" table. The records in this table just keep growing because (I believe) something is stopping the process.

The dropbox works correctly on my 3.6.1 installation. It fails on an upgraded system to 3.7.0.2 and it fails on a fresh install of 3.7.0.2.

The ktdropbox.log gives me the following error:

2010-04-22 14:24:39,440 ERROR KnowledgeTree.DropBox.KTDropBoxLogger - An error occurred; whole queue failed. System.Exception: An error occurred; whole queue failed.

The /var/log/knowlegetree-ce/kt2010-4-22.apache.log.txt gives the me the following error:

2010-04-23 | 08:39:49 | DEBUG | 10029 | 44 | n/a | dms | sql | runQuery | START TRANSACTION
2010-04-23 | 08:39:49 | DEBUG | 10029 | 45 | n/a | dms | sql | autoInsert | Query: INSERT INTO uploaded_files (tempfilename,filename,userid,uploaddate,action) VALUES ('/var/tmp/knowledgetree-ce/uploads/2-20100423083949','Test 2.doc','2','2010-04-23 08:39:49','A')
2010-04-23 | 08:39:49 | ERROR | 10029 | 46 | n/a | dms | default | logQueryError | Query error: DB Error: constraint violation
2010-04-23 | 08:39:49 | DEBUG | 10029 | 46 | n/a | dms | sql | runQuery | ROLLBACK
2010-04-23 | 08:39:49 | ERROR | 10029 | 46 | n/a | dms | default | main | Cannot upload file 'Test 2.doc'. Temp location: '/usr/local/zend/tmp/php2RjLg9'. DB Error: constraint violation

Also, nothing ever gets entered into the "Documents" table unless I do a single file upload through KnowledgeTree.
I think this is all I know to help you help me and others.

[megan]

My first suggestion would be to run the sql statement from the logs directly in the mysql terminal to find out what constraint is failing. Also check that the table is not enforcing a "NOT NULL" constraint on the document_id column which isn't being populated.

There are a couple of things that can cause problems in the DropBox:

- the DroppedDocuments plugin must be enabled
- the DroppedDocuments folder must exist, if it doesn't then check that the Administrative User has full permissions on the Root Folder.
- the users folder must exist under DroppedDocuments. The folder is created when the user logs into the dashboard, if it doesn't then check that the Administrative User has full permissions on the DroppedDocuments folder.
- the Default document type must exist. If it doesn't, create it.

There are 2 aspects to the DropBox: the plugin and the client.

The plugin creates a dashlet on the dashboard which lists the documents in the folder. In addition to this, it sends off an ajax query in the background which checks if the DroppedDocuments folder and the users folder exists and creates them if they don't. To do this, the system logs in as admin. If the permissions are incorrect then the folder will not be created.

The client uses our KTWebService layer to upload the documents. It posts the document to the server and then calls the function add_document() which uploads it into KnowledgeTree. You can debug the webservice calls by setting the debug level to 5 (in Administration » System Configuration » Client Tools Settings » Web Services) and set the normal KnowledgeTree logLevel to DEBUG (Administration » System Configuration » General Settings » KnowledgeTree). All webservice logs are prepended with "WS -" to make them easy to find.

[bniski]

Thank you Megan. We got KT 3.7 and the drop box working. Your comments helped us resolve the problem, although indirectly. The problem with the drop box was due to permissions on a couple of directories.

For operational reasons, to migrate from 3.6 to 3.7, we actually cloned our 3.6 server, and upgraded the clone to 3.7. Then we set up a new server with a fresh install of 3.7, and migrated the data and files from the upgrade to the new server.

Our problems with the drop box were due to the data in our original database. We found that the drop box worked correctly with our original 3.6 installation. It however didn't work when we upgraded to 3.7. On another new server, we installed a fresh install of 3.7 and again the drop box worked correctly. We then migrated our data from the first upgraded system to the second new one and the drop box stopped working. We began looking for what was different.

To get it the drop box to work, we changed the owner/permissions on a couple of directories:
/var/lib/knowledgetree-ce
/usr/local/zend/tmp

Once these where changed, the drop box upload would complete.

I don't have enough experience or knowledge to explain the details of the permissions/ownerships changes that were made; my teammates performed those changes. I just want to describe our problems in case this experience might help someone else.

Thanks again for providing some tips that led us towards a successful install.

[megan]

Glad to have helped

[frlevel]

Hi bniski,

I have the same problem.

What are the owner/permissions that you have attributed to directories:
/var/lib/knowledgetree-ce
/usr/local/zend/tmp

Thanks

Francois