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13,942 Views 18 Replies Last post: Dec 9, 2008 2:27 PM by undrcrwn RSS
undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated

Aug 11, 2008 1:11 PM

Document Sharing - No Emails Delivered

Hello -

 

I am testing out the Document Sharing feature on Clearspace 2.0.5 and my system will not send out the invitation email to a "guest/external" user when we add them to share a document.

 

The Document Sharing feature is enabled and status is "connected" in the admin console.  The option to add a user's email address is visible on each document page but when we enter an address in successfully no email is sent successfully.  With no emai, there is no info on how they can share the actual document, etc.

 

My system is configured to send emails.  It works for subscription emails to my users when discussions start, documents are changed etc.

 

Is there something special we need to do in order to get the Document Sharing emails to send successfully?

 

Thanks!

Tags: email, email_notifications, document_sharing
todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 11, 2008 2:02 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

The Document sharing feature is still in beta and not fully supported by us at this time, so I can't guarantee that I will be able to resolve this issue. However, that being said if you would send me your log files from <jiveHome>/logs/ I would be happy to take a look and see if anything looks out of place. Thanks.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 11, 2008 2:09 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Thanks todd.  Here is a zip of all the files.

Attachments:
todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 11, 2008 2:12 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

HI Jeremy,

 

I just talked with a fellow support engineer and I have a few suggestions/questions for you.

 

1) Have you restarted your server since enabling the document sharing service?

 

2) What description name did you set for your service?

 

Thanks.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 11, 2008 2:33 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Yeah I restarded clearspace on Friday and again a couple times today.  The Clearspace description is "Undrcrwn"

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 11, 2008 2:42 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

should i have reboot clearspace or also my server?

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 11, 2008 2:54 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

It is probably fine to just restart Clearspace only, but if you are easily able to it couldn't hurt to do a server restart as well. In the meantime I will look into this a little further. Thanks.

 

-Todd

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 11, 2008 3:15 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

I have consulted someone else on this issue and it appears that your document sharing requests are being recieved by the cloud successfully but for some reason the document can't be retrieved and this means that no email will be sent out. I have filed a JIRA issue for you, so I will have someone take a look at this and see what they can come up with. Thanks.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 11, 2008 3:18 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

ok,thanks.  let me know if there's any info you might need from me.

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 13, 2008 12:14 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Todd - any luck figuring this issue out?

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 13, 2008 12:56 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

Unfortunately, I haven't heard anything back yet. It appears to be a bug in the Document sharing service and I have filed a report. I don't really have a definite time frame for resolution at the moment but I can say that it is being looked into. The service is still very much beta (as I'm sure you are aware now  ) and these issues tend to occur randomly.

 

If I get any updates on this situation I will be sure to notify you. I appreciate your patience. Thanks.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 13, 2008 4:32 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

thanks for the heads up Todd.  do you think it's something on my end that i can look into or is it something to do with the "cloud"?  is the email notification handled on jive's end or from my server?

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 13, 2008 4:43 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

No problem. At this point I don't think it is anything on your end. Your system communicates with the cloud and once the cloud recieves your document it will send out the email notifications itself. For some reason it is getting the request but it can't get the document. This is most likely an issue with the cloud (it has been having some problems lately). Thanks for your patience.

 

-Todd

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 15, 2008 4:20 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

Another update here for you. It looks like the engineer who is running point on the Cloud was able to look into your problem. This seems to be a bug within Clearspace itself and probably didn't have anything to do with your specific instance. However, he does have a few further questions for you.

 

What is your environment?

What was your scenario?

Did you delete the document after it was shared?

 

 

If I could get your response to these questions I would really appreciate it. Thanks Jeremy.

 

-Todd

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 21, 2008 5:21 PM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

I haven't heard back from you yet regarding this issue so I just wanted to get in touch with you before I closed this support case. We would really appreciate your feedback, hopefully I will hear back from you soon. Thanks.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Aug 22, 2008 9:31 AM in response to: Todd West
Re: Document Sharing - No Emails Delivered

Todd -

 

Thanks for following up.  Turns out my installation got screwed up when we tried to get it linked in with my native apache server - as opposed to the included one with clearspace.

 

so, now i can't test whether or not anything is working.  we should be back up in two weeks after i get back from a tradeshow.

todd.west Jive Employee
todd.west
15,926 posts since
Jul 14, 2008
Currently Being Moderated
Aug 22, 2008 9:34 AM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Hi Jeremy,

 

Thanks for the update. I look forward to hearing back from you.

 

-Todd

undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Dec 4, 2008 2:29 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Todd -

 

It's Jeremy again asking questions about the document sharing.   Since my last post, I purchased the software and had it installed by one of your engineers (you I believe?) successfully.

 

Document sharing is not sending out emails again.  I understand it is in beta, but wonder why it worked ok once and not any longer?  Has any progress been made to help make this work?

 

This def an important feature for us and would love to figure it out.  After a couple months since the install, we finally are ready to start using the system and we ran into a roadblock when I found out sharing with non-user did not work.

 

Clearspace Description:  Undrcrwn

 

SYSTEM INFO:

 

System Info
Jive Home:C:\jiveHome
Uptime:2 minutes 22 seconds
Clearspace Version:2.5.2
JVM Version and Vendor:1.6.0_07 Sun Microsystems Inc.
Application server:Apache Tomcat/6.0.18
Operating System:Windows 2003
Hardware:x86
Country database version:GeoIP                                         Country Edition                                    07/2007                                     (Update Country Database)
User Manager:com.jivesoftware.base.profile.MultiProviderUserManager (Default)
Group Manager:com.jivesoftware.base.database.DbGroupManager

 

Datasource Info
Database Name and Version:MySQL             5.0.67-community-nt
JDBC Driver and Version:MySQL-AB JDBC Driver mysql-connector-java-5.1.6 ( Revision: ${svn.Revision} )
Subqueries supported:Yes
Transactions supported:No
Connection Pool:Default Clearspace Connection Pool
Min DB Connections:5
Max DB Connections:25
DB Connections Open:5
Active DB Connections:1
DB User:clearspace
DB PasswordHidden
Connection URL:jdbc:mysql://localhost:3306/clearspace
Connection Timeout (days):1.0
undrcrwn Novice
undrcrwn
29 posts since
Jul 18, 2008
Currently Being Moderated
Dec 9, 2008 2:27 PM in response to: Jeremy Castro
Re: Document Sharing - No Emails Delivered

Does anyone have an idea what's up with doc sharing?  I would really love to use this feature.

 

I can get it to appear within clearspace, so the "add person" link allows me to add an email address to any document.  But, it does not send messages to the recipient with info on how they can share.

 

This feature once worked for me and now does not.  Anyone?

 

Thanks

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