Knowledge Base export doesn't handle special characters (Portuguese language)

[Legacy User]

Our Knowledge Base has lots of documents with files attached (images and docs). This file names has special characters from portuguese language.

 

The export of the KB by the "Export/Import Templates" works fine, but if we select the "Export Attachments" option, the export stops with the following message:

 

12/01 17:25:53.30 V120P040       keit_daemon         39884 SIGNIFICANT  FileMng.c             1059 AppendData() - Failed to open the file D:/CA/SERVIC~1/site/ke

it/export/package_V120P040_2015-12-01_05-25-33_400003/attachments/Conhecimento/388F0C98E5791E41A762A49A48D7A152_422622_Passo%20a%20passo%20para%20compactação%20dos%20arquivos%20datafiles%20do%20backup%20online%20do%20sistema%20CYPRESS.pdf.gz. (No such file or directory (2))

 

After some troubleshooting we discovered that the export function modifies the character "ç (ce-cedilha)" for "Ã (A com til), because this attached file has the original name (physical path): "388F0C98E5791E41A762A49A48D7A152_422622_Passo a passo para compactação dos arquivos datafiles do backup online do sistema CYPRESS.pdf.gz"

 

I concluded that after the change in the filename is done, the file is not found.

 

I opened a case at CA.

If someone can provide me a solution I will be thankfull.

[Raghu Rudraraju]

Hi Fabiano,

 

I'm wondering if somehow Windows 255 character file/path limitation is coming into place here and not much about Portuguese characters.

 

D:/CA/SERVIC~1/site/keit/export/package_V120P040_2015-12-01_05-25-33_400003/attachments/Conhecimento/388F0C98E5791E41A762A49A48D7A152_422622_Passo%20a%20passo%20para%20compactação%20dos%20arquivos%20datafiles%20do%20backup%20online%20do%20sistema%20CYPRESS.pdf.gz

 

That's 271 characters.    Maybe a shorter name  with the same special characters helps?

 

_R

[Legacy User]

Hello Raghu,

 

I believe this is not the problem. Other files without special characters are exported until the process found a a special-characters file and stops.

 

Anyway, we have almost 1 thousand files in this condition and is not a simple file rename (we must change the file name and in the Database). Maybe the solution is a automatic conversion or a patch for this bug.

 

Do you know any application to automate the file rename?

 

Thank so much by your attention.

 

PS: The CA still not answered the call (case).

[Raghu Rudraraju]

Hi Fabiano,

 

If you search for that file in the real attachments directory (example:  site/attachments/default/knowledge/files/rep***/     you should see a file like this:

 

95E027EAEA02994493EC6E7A470BD5E8_400188_Passo%20a%20passo%20para%20compactação%20dos%20arquivos%20datafiles%20do%20backup%20online%20do%20sistema%20CYPRESS.pdf.gz

 

Does that have the correct Portuguese name ?

 

If so, can you check your SDM log for any entries like this:

 

12/03 12:19:40.98  SDMHOST  6200 SIGNIFICANT  pdm_process.c          916 Stopped: C:/PROGRA~2/CA/SERVIC~1/bin/keit_daemon

12/03 12:19:41.50 SDMHOST   5520 ERROR        daemon_obj.c          1924 Daemon keit_daemon died: restarting

 

I'm seeing that its related to the Length of the file name it needs to create and that its not related to the characters.  I might be wrong.   I could only recreate the issue in 12.7 but 14.1 it worked fine. 

 

In 14.1,  when the attachment was originally made, the file name was truncated appropriately in the real attachments directory (example: F554A68417142140B420EA8D1A8149C8_ctação dos arquivos datafiles do backup online do sistema CYPRESS.docx.gz   as opposed to the full name as you saw earlier).  So, export (with attachments) functioned fine  with the same name.

 

What release did you see this issue in?

 

_R

[Legacy User]

Hi!

 

Currently we use the 12.7 version and we are "moving" to a new environment 14.1 version (we are not upgrading by swing-box for internal reasons).

 

The error happens in the export on version 12.7.

 

Apparently the 12.7 version does not convert the name. I am suspicious that we need to rename them manually.

 

[Raghu Rudraraju]

I have found your Support case, and will work with you offline on the same.

 

_R

[Legacy User]

Thank you.

 

Local Support Team contacted me and said that you are working in the case. We have already sent the data.

For any other needs we are at your disposal.