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  • 1.  Cannot view attachment on asset - error message

    Posted 3 days ago

    Hello IBM Community,

    I'm encountering an error when trying to view an attachment on an asset in the application. The message I receive is:

    The server has encountered an unknown error. Reload the application and try again. If the problem persists, contact your system administrator.

    Has anyone else experienced this issue? If so, what was the cause and how did you resolve it? Any suggestions on troubleshooting steps to try first would be greatly appreciated.

    Thanks in advance for your help!

    Best regards,
    [Your Name]



  • 2.  RE: Cannot view attachment on asset - error message

    Posted 2 days ago

    Funny. . .I'm troubleshooting that for one of my team members right now!  And I recall personally encountering it a few months ago:

    Asset_1 has Attachment_1.

    You duplicate Asset_1, creating Asset_2.

    Asset_2 will also have a link to Attachment_1; but let's suppose Attachment_1 doesn't make sense to be with Asset_2.  So you delete the row for Attachment_1 from Asset_2.

    Now you go back to Asset_1.  The link to Attachment_1 is still there.  Good.  You click it. You get an error that Maximo has encountered an unexpected error.  After a long time of digging, you discover that when you deleted the link from Asset_2, it went out to the server and deleted the file!!!!

    Apparently this is a known issue (it was here Deleted doclink attachment also gets deleted from doclink library – unfortunately locked behind a paywall -- when I was dealing with this in January, but it is now a dead link) which I suspect/hope has been corrected in some newer versions of Maximo.

    Another possibility was that the file name had special characters.  That can mess it up too sometimes.



    ------------------------------
    Travis Herron
    ------------------------------

    Original Message


  • 3.  RE: Cannot view attachment on asset - error message

    Posted 2 days ago

    As Travis mentioned, this is almost always an indicator that the file doesn't exist or there is something wrong with the file so Maximo cannot access it. The server logs will give you a more detailed error message from S3 or the file system. Assuming you have access to the server infrastructure, I'd click the information icon on the attachment to get the path and make sure the file still exists. Be cognizant that in MAS and on Linux systems in 7.6, paths are case sensitive so something like:

    /doclinks/ATTACHMENTS
    is different than
    /doclinks/Attachments

    I have seen many instances where the DOCINFO data has a case difference with the folder and that led to the error.  In that scenario you typically fix the DOCINFO with a SQL update and will be fine.

    As Travis also mentioned, there were bugs in some versions where deleting an attachment would remove the file even if it was still referenced as an attachment on another record. The link he provided was a new system property (mxe.doclink.deleteOrphanDocinfo) added after that to enable customers to not delete files from DOCINFO when it's no longer referenced on a record. There was a bug before where even if you had the attachment on more than 1 record, the file was deleted as soon as you attempted to remove it from a record. I'm struggling to find the defect (it was earlier on in the 7.6.1 days) but even if you're past that version, if the attachment is old enough it could have been impacted by the bug since there was no way to recover the deleted files. 



    ------------------------------
    Steven Shull
    Principal Maximo Solutions Engineer
    Naviam
    Cincinnati OH
    ------------------------------

    Original Message


  • 4.  RE: Cannot view attachment on asset - error message

    Posted 2 days ago

    I've seen this happen a few times when the attachment link in the asset record is broken or the file permissions aren't syncing correctly. In our case, the attachment had uploaded fine, but the storage path/database reference was corrupted after a migration. Re-uploading the file fixed it.

    Also worth checking if the issue happens for all users or just specific roles/accounts. If it's only certain users, it's usually a permissions/access issue rather than the attachment itself.



    ------------------------------
    Ava Grace
    ------------------------------

    Original Message


  • 5.  RE: Cannot view attachment on asset - error message

    Posted 2 days ago

    Hi Stafford,

    Can you please review the below technote and check if it helps to resolve the issue?

    https://www.ibm.com/support/pages/500-internal-server-error-trying-open-attached-documents-doclinks-maximo-doclinks-cloud-storage-subfolders

    Thanks,

    Abdul Shad



    ------------------------------
    [Abdul] [Shad] [Technical Lead]
    [Sterling OMS Support]
    [IBM Software]
    ------------------------------

    Original Message


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