Troubleshooting Tessitura Extraction imports

There are two common types of errors that might be causing issues for Extraction imports.


Topics covered in this article:

Extractions are not importing into WordFly

Extraction folder in Tessitura cannot be found by WordFly

Extractions created by specific users are not importing

Extraction imports have addresses with invalid characters

 

 

Extractions are not importing into WordFly

 

1. Tick the TMS indicator box for any Extractions that should be available to WordFly.

 

Extraction_TMSbox.PNG

 

2. Make sure you have an Appeal written in for the Extraction.

 

Extraction_Appeal.PNG

 

3. Ensure that the end result will be a File. WordFly doesn't support extractions that have the List radio option selected.

 

Extraction_file_result.PNG

 

4. Ensure that your Extraction is saving in the directory specified folder in T_Defaults (TMS_Extraction_Pickup and TMS_Extraction_Output directories).

 

The Extraction saving process is initiated by Tessitura (not the WordFly services). This process is running on the database server under the SQL Server Agent proxy account. The WordFly identity account needs to have access to the extraction downloads folder. If extractions are saving with no error to the extractions folder, please check to see if they are saving to the "Transfer\Downloads\" folder on the live SQL server for WordFly.

 

5. Review the 'view log' details in Tessitura for this particular Extraction.

 

If you find all those items are ok, review the 'view log' details in Tessitura for this particular extraction. Right-click on the Extraction name in Tessitura and select 'view log'. Are there any failures listed in the log details? You may need to reach out to Tessitura support to resolve issues that appear here.

 

 

 

Extraction folder in Tessitura cannot be found by WordFly

 

The WordFly support team will be able to tell your team if the Extraction directory cannot be found.

 

1.  Check the values set up in T_DEFAULTS for TMS_Extraction_Output and TMS_Extraction_Pickup.

 

The TMS_Extraction_Pickup and TMS_Extraction_Output values in T_DEFAULTS should refer to the same location; with the former relative to the gateway server and the latter relative to the database server. Check that you have configured the correct permissions for the TMS_Extraction_Pickup directory by granting Everyone the Modify right. The SQL server agent account on the database server must have write access to this directory.

 

2.  Are the database server and the gateway server in a common domain?

 

If the database server and the gateway server are in a common domain or in separate domains with a trust relationship the NETWORK SERVICE account can be used for the WordFly Identity Account

 

3.  Are the database server and the gateway server not in a common domain?

 

If the database server and the gateway server are not in a common domain then a configurable domain account should be used for the WordFly Identity Account. http://msdn.microsoft.com/en-us/library/ff649309.aspx

  • Create least privileged service account;
  • Assign ASP_NET/IIS privileges using aspnet_regiiis (aspnet_regiis -ga MachineName\AccountName)
  • Assign permissions to certificate files & extraction share
  • Add account to db as sql login

 

*For steps 2 & 3, if there are still issues you should also try creating a domain account or local accounts on both the gateway and database servers that have matching credentials. This might resolve the communication issue with finding the folder.

 

4. Try adding the computer name to Extraction folder.

 

 

 

Extractions created by specific users are not importing

 

In rare cases, Extractions created by some users will not import while Extractions created by other users will. If all troubleshooting steps from the first section of this post have been rules out there might be a issue with the user's Tessitura login.

 

Check the permissions for the user's Tessitura application login and ensure the user has all the same permissions as other users. If needed, deleting and recreating the login may be needed.

 

 

 

Extraction imports have addresses with invalid characters

 

Are valid email addresses with + characters importing with invalid characters?

For example, the address encode+me@gmail.com imports like this encode‰§@gmail.com.

 

Then you might be dealing with an encoding issue on the Tessitura side.

 

Extractions have an encoding setting in the WordFly-Tessitura web.config. The encoding WordFly is expecting is 'utf-8' but some web.configs have this changed to a different encoding. 

 

Update the WordFly web.config to 'utf-8' encoding to resolve this. The following is an example of the full element with the extractionEncoding attribute correctly set to "utf-8":

 

<tessituraListTransferConfigurationSection workingListFilePath="C:\wordfly\bin\tmp" extractionEncoding="utf-8" writeBufferSize="1048576" />

 

 

 

 

 

 

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