Files are showing but cannot Open any ?!

[Sir kayne]

Hello,
since I have update Collanos 1.3, I cannot open any files.
I can see the directory of Worplace, but when I want open or copy any files, nothing happen ??!!

I notice something, when I upload now a new files, I can read it. But the old files don't want open.
I hope it exist a solution and I must not create (again) the complete Workplace and repost all the file...

[Franco Dal Molin]

Two questions:

1. Did you update using the automatic update mechanism (i.e. Workplace downloaded the update), or did you download the latest installer from our web site and performed the update through the installer?

2. Did you only perform the update, or did you also move your data directories on your computer, e.g. from one drive to another, or to a new directory, either before or after performing the update?

Our support team will look into this case with high priority from Monday morning (CET), April 28.

[Sir kayne]

I don't do the automatic update.
I uninstall Collanos 1.2, install Collanos 1.3 and then restore my database (from the 1.2 version).
And now I can not open any files 
Maybe I must open a new workspace and repost all the files ?

[Peter Helfenstein]

Hello,
Did you backup of the data with the backup feature of Workplace 1.2 or throuch another backup solution before you installed 1.3 from scratch.

Restoring 1.2 data through Workplace's 1.3 restore mechanism will most probably not work (this needs to be confirmed).

When updating or installing a new version Workplace transforms the structure of its datastore to the new version. Restoring old data into an updated version may have that effect.

Can you please describe the steps you took in detail. Maybe reinstalling a 1.2 and restoring your data will be the solution then.

Regards
Peter

 

[Sir kayne]

I backup my data in Workplace 1.2
uninstall Worplace 1.2 and install 1.3
Launch Worplace 1.3
Restoring my data (from the Workplace 1.2)

I get the directory tree and see the file, but cannot open any.

I try to install again 1.2 and restore the data. But same result.
Moreover I become the first time an message who say me that Collanos not support multi instance, but I have good uninstall Worplace1.3 ?!

I think my database is corrupt, the best is probably to reinstall all and post again the files.

[Anna Evpak]

Hello,

I've tried to reproduce your steps and Collanos worked normally after. I did next:
1. Install Collanos v1.2, add several files;
2. Back up Data;
3. Install v 1.3.0.2;
4. Restore Data;

Were you doing same? did you move or rename some of the files manually?
Can you please send us your log files for more objective investigation.
1. Open menu Help-> Report Problem/Bug;
2. Fulfil letter body and log files will be attached automatically.

You will have to wait a bit and letter window won't disappear until logs will be archived totally. You will receive message about successful sent after all.

[Sir kayne]

Thanks for support.
I will send the log file.

[wzeller]

I am having the same problem: All my files appear in the Workspace, but they cannot be opened - nor can they be dragged out of Collanos or to other folders within Collanos, and they can't be copy/pasted.

In my case, I did recently move the workspace from one drive to another, using the "Move Workplace Data to a location I select" option in Preferences/Collanos Workspace/Workplace Data. 

I use the automated updates.

This is the first time I've tried using a file in Collanos since the move, and I believe the move happened before the most recent update. (I think I moved it on April 20th.)

Any help would be greatly appreciated - this is an 11 gigabyte workspace, and if I have to re-download it from my peers at their pitiful uplink speeds I'll probably have to go jump off a cliff first.

Thanks,
Wayne

[Franco Dal Molin]

We are closing in on this issue. It seems to be related to path length limitations on Windows. Our internal paths that point to the embedded file objects are very long. Possibly basic file operations (move, copy) of the operating system leads to "cut" paths names.

Our engineering team is looking into this with highest priority. We need a few more days to research and reproduce. I hope to be back with an answer, and possibly with a fix, within a week.

BTW, just to double check can you try this? Have one of your team members open, change and save back one of the affected files. You should receive the change along with the "unread marker". At this point, can you open the file again?

If yes, this means the reference to it has been "recalculated" and fixed. We might develop a patch that does the same across all of your workspaces automatically.

[wzeller]

When a team member changes a file, it does show the "unread marker", but I still can't open it or do anything with it.

Also, if a team member (or myself) adds a new file, I can work with that file with no problems. But any file that existed before is off-limits to me, even if it has been updated.

Thanks.

[Anna Evpak]

Hello,

We are  investigating now current problem and can you please help us and answer several questions:

1. Which OS and Collanos version (menu Help->about Collanos Workspace-> build id) do you use?
2. Did you remove or archive your backup folder manually after automatic restoring?
3. Can you send us whole root to current Collanos "Data" folder on your PC? (you can find it using menu Tools->Preferences there under Collanos Workplace item open sub-item Workplace Data and check box "Move workplace Data to a location I select" -> there you will see whole root to Data folder).
3. Open folder with Collanos Data,go to folder data\object\spaces\, there you will see one or several folders with names kind of  "8ae48af0fa7b373d00fa7b38aac301e84028821619953b9f0119953c3f3700e8" -> open each and you will see folder binaries and some other. What kind of files are inside of folder binaries, please copy their names or make screen shot and send us?
4. Can you please describe in steps how did you update from Collanos version 1.2 to Collanos version 1.3
(example:
you've created backup on 1.2,
then made fresh install of 1.3 or updated 1.2 ,
did you move backup somewhere...etc)?

Can you please send us log files using menu Help->Report Problem/Bug? Log files will be attached automatically, and it takes some time during which Submission Form is freesed.

We'll be waiting for your response.

Thanks in advance for your answers.

[wzeller]

1. I'm on WinXP Home Edition, SP2, with all the latest updates. Collanos 1.3.0.2, build 20080327-1240.

2. I'm not sure what you are referring to. I guess that would be a "no".

3. C:\Documents and Settings\Marshall 2\Application Data\CollanosWorkplace\Data

3(3). This may be the source of the problem. Most of the filenames are showing in 8 character format and only a small handful have the proper long filenames. I'm guessing that those with the long filenames correspond to the files I'm able to open. This is a very long list, so I'll attach it to the "Report Problem/Bug" that you asked for.

4. I just let Collanos update itself using it's automatic updating feature. I don't remember doing anything special. I'm sure I followed any directions it might have given me, but I didn't go out of my way to do anything weird or to look anything up on your site for instructions - just whatever the program did.

I have sent the Problem/Bug Report.

Thanks,
Marshall

[Anna Evpak]

Thank you for your answer,
We are investigating your log files at the moment.

[wzeller]

In case somebody else has this problem and finds this thread, I'll post the response I got from support.

(From an email response to the submitted logs):

     Thank you for your log files and sorry for a delay in response, you trouble
     reviewing took time. We investigated your log files and according to it made up
     conclusion that the earthiest way for you to receive you Data is to ask someone
     to invite you to the lost space.


So:

I promoted somebody else to Manager (since I was the only one and I didn't know what would happen if the only Manager left the group), left the group, then asked that person to re-invite me.

If this is the last post in this thread, and it's at least a couple days old, then the solution probably worked.

Thanks,
Marshall