Error message "Failed to extract file(s) to folder..." in NuGenesis for a Managed Storage project - WKB7351

SYMPTOMS

• The following error message appears when restoring file data or opening print data from NuGenesis:
  • "Failed to extract file(s) to folder. Please ensure that there is sufficient disk space for file. If there is sufficient disk space please try again as the network\DB connection may have been lost."

ENVIRONMENT

• NuGenesis 9 SDMS
• NuGenesis 8 SDMS

CAUSE

This message typically does not indicate a lack of storage space. The most common causes for the error message are (1) the file(s) were moved to offline storage and the offline storage device is offline or (2) the file is in a Managed Storage project and the FTP storage location for the project is not available. This article describes the steps to troubleshoot files stored in Managed Storage. If you are not sure where the file is stored, consult the article Error: "Failed to extract file(s) to folder..." message in NuGenesis SDMS Restore to begin your troubleshooting.

FIX or WORKAROUND

1. Log in to SDMS Administrator and open the properties for the project.
2. Click the Managed Storage Locations tab and take note of the FTP site name.
3. Click on your server name (Projects > Master List > server name), and then click View menu > Managed Storage.
4. Match the Managed Storage name that you saw in the project properties window to the site name, FTP host, and port in this list.
5. Verify that the Login ID is a valid user account. Check whether the account's password has expired. Get the password for the account end enter it into the password fields in this list.
6. Make sure that the Managed Storage site is Enabled.
7. Save any changes to the database. If any changes were made to the FTP login ID, re-test the file download. If it still fails, proceed to the FTP server.
8. Remote desktop to the FTP server and open the IIS Manager control panel.
9. Make sure that the FTP site is started and that it allows anonymous access.
10. Click the Bindings link to verify that the port number is correct.
11. Click the Basic Settings link to check the physical path for this FTP site. The FTP site's storage location is usually a large drive on the network. Confirm that the drive is still available on the network.
12. Click the Connect As button to view the user account that the FTP site uses to connect to the drive. It must be a valid account on the domain.

If the file still cannot be downloaded from Vision, and you have confirmed that the FTP site is functional, we'll need to get the exact path for the SDMS record in question via SQL query and then see if that path exists on the FTP site.

ADDITIONAL INFORMATION