DocuShare User's Guide
12. Troubleshooting DocuShare

Table of Contents     DocuShare ODMA Client

Below are some common usage questions or problems and suggested solutions. For other questions not addressed here, or late breaking information, please consult the End User FAQ at http://www.xerox.com/products/docushare/faq.htm.

Problem

Solution

I can't create an account on DocuShare.

Your Site Administrator may have restricted account creation to either other DocuShare users or to the Site Administrator. Contact your DocuShare Site Administrator.

I can't log in to DocuShare.

Make sure you are using a browser that supports logging in to a system. Use Internet Explorer 2.0 or higher, or Netscape Navigator 2.0 or higher.
Also be sure that this browser supports cookie files and that cookie files are enabled for your browser.

I forgot my DocuShare user name.

View your User Services. Your user name will be displayed there. You can view the User Services page even if your are not logged in.

I forgot my DocuShare password.

Do not create another user account. Call your DocuShare Site Administrator to reset your password.

When I try to add a file to DocuShare, I do not see the Browse button that I need to use to locate the file.

You are not using a browser that supports the file upload standard. Install the DocuShare File UpHelper Application. Also adjust your Use Helper for Upload User property.

I have the DocuShare File UpHelper Application installed on my computer, but when I click the Add File button, the UpHelper does not start. Instead I get the Create File page.

Adjust your Use Helper for Upload User properties. To ensure use of the UpHelper, set that user property to either Always or When Necessary.

I have the DocuShare File UpHelper Application installed on my computer, but when I click the Add File button, I get a dialog box that tells me that my browser doesn't know what to do with the program.

Your browser is not configured to recognize the UpHelper Application.
If you are using Internet Explorer, reinstall the UpHelper application and select Yes when the installation program asks to configure your browser.
If you are using Netscape, you must manually configure your browser to recognize UpHelper.

The Netscape window hangs when I try to upload a file into DocuShare.

Check to see if the file is open in its associated application (for example, Word or PowerPoint). If it is, close the file in its editor and try the upload again. (This is a suspected bug in the Netscape-Windows interaction.)

I uploaded a file into DocuShare. Everything seemed to work properly, but my file is not there.

Check your browser's proxy settings. You should not be using a proxy server to access your DocuShare server.

When I click on the title of a file in DocuShare, I get the message "Unknown File Type - You have started to download a file of type application/...."

Make sure your browser is configured to use a helper application to view this type of file.

I am using Internet Explorer. When I click on a .PDF file in DocuShare, I just get a blank page. The file does not seem to open.

This is a known interaction problem between the Internet Explorer browser and Acrobat (PDF) files. Contact your Site Administrator for assistance.

I added HTML markup to an object's properties and now the page won't display properly.

DocuShare allows you to put HTML markup in text-based properties such as an object's Description or Summary. You should limit use of HTML to simple formatting commands like font changes and lists. Including header commands like <HTML>, <HEAD>, or <BODY> will most likely interfere with DocuShare's own HTML commands, leaving a page that is either blank or very poorly formatted. You should also avoid using any markup in Title and Summary properties that affects the vertical layout, such as IMG and list directives, because those two properties are displayed in contexts that assume simple strings.

I can't find something I'm looking for in DocuShare.

Use the Search function.

I am logged in and I need to access a DocuShare object, but when I do, I get a message that says "Not Authorized".

Contact the owner of that object to have them extend Reader access permission to you.

I accidentally deleted a collection without deleting the objects it contained. I can't find those objects.

The objects from the collection are still in the DocuShare database. You can directly access an orphaned object if you know its unique address (for example, http://sales.acme.com/Get/File-128). Otherwise, call your DocuShare Site Administrator to locate an orphaned object.

I moved a collection to a new location. Now I can't find the collection in the new location or the old location.

You have accidentally orphaned the collection. The collection is still in the DocuShare database. You can access it if you know its unique address (for example, http://sales.acme.com/Get/File-128). Otherwise, call your DocuShare Site Administrator to locate an orphaned object.

I thought I deleted an object from a collection in DocuShare, but when I navigate to the collection page I still see the object.

If you are using the browser Back button, Go list, or Bookmarks to navigate, you may have accessed a cached version of the collection page. Click Reload in the browser to refresh the page.

I logged in, moved through the DocuShare site and then used the Back button on my browser a few times. Now my logged in status says I'm Guest?

You have accessed a cached version of the collection page. Click Reload in the browser to refresh the page and your login status.


Table of Contents     DocuShare ODMA Client

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