Content Central Troubleshooting Basics

Content Central Troubleshooting Basics

This applies to Content Central Document Management System.

Identifying the Issue


Here are some guideline for troubleshooting issues in Content Central: 
  1. Determine if the issue is specific to one browser or persist on other browser, by accessing Content Central using other browser. There may be some browser settings that affects access to Content Central. Ensure that you are using the latest release of the browser. Browser updates and quick reboot of the Workstation may resolve the issue. Other browser specific troubleshooting methods can be applied.

  1. Determine if the issue is specific to one workstation or persist in other workstations, by accessing Content Central from different workstations, if possible. Workstations can have issues that prevent normal behavior. These issues may be independent of the server, and other workstations. Ensure that the Workstation has the latest Windows Update. Windows updates and quick reboot of the Workstation may resolve the issue.
  1. Determine if the issue is specific to one user account or to all user accounts in Content Central. This will identify if the issue is possibly related to Permissions configured to your User Account, and therefore, you may have to contact your Content Central Administrator. 
  1. Collect appropriate screenshots. 
  2. Check Windows Event Viewer Logs.

Troubleshooting Checks


Here are some items to check in the Server and Workstation when troubleshooting issues with Content Central: 

Troubleshooting Checks from the Workstation 


1. Ensure that hardware and other software are healthy and performing normally, by reviewing System and Application Logs in the Windows Event Viewer in the Workstation. There may be some tasks or activities running in the Workstation that are affecting Content Central. 




2. Ensure that the Workstation has latest releases of Windows, Web Browsers, and others. Windows updates and quick reboot of the Workstation may resolve the issue.


Troubleshooting Checks from the Content Central Server 


1. Check "Services" to ensure that Ademero Content Central Services are running in the Content Central Server. Ademero Content Central Services must be running at all times.

While the Ademero Content Central Service is highlighted, click "Stop" and then "Start" or click "Restart" to re-start the services. 



2. Check "Internet Information Services (IIS) Manager" to ensure that Content Central Application Pool is in "Started" Status in the Content Central Server. Content Central Application Pool must be running or in "Started" Status at all times.

Under "Application Pool Tasks, while Content Central Application Pool is highlighted, click "Stop" and then "Start" or click "Recyle" to re-start the Content Central Application Pool. 



3. Check Content Central Logs in the Windows Event Viewer. Error logs are helpful in identifying issues in Content Central.



4. Ensure that hardware and other software are healthy and performing normally, by reviewing System and Application Logs in the Windows Event Viewer in the Server. There may be some tasks or activities running in the server that are affecting Content Central. 



Guidelines in Contacting Technical Support

If you are not able to troubleshoot and resolve the issues on your own, please contact Technical Support. When contacting our Technical Support Staff, please follow these guidelines:
  1. Provide Full version number of Content Central
  1. Provide a full description of the issue
  1. Provide the full text of any error message, or screen-shots, if applicable
  1. Provide report on the behavior of the issue:
    1. whether the issue persist on a specific browser, all or other browser. 
    2. whether the issue persist on only a specific workstations, all or other workstations
    3. whether the issue persist on only a specific users, all or other users
  1. Provide remote access to the Content Central Server or Workstation, if possible.

Support Channels

Visit https://learn.ademero.com to contact Ademero Technical Support using any of the available channels. 




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