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Troubleshooting

Use this page as a first checklist before you escalate a DMS problem.

Sign-in problems

  • Confirm the URL and the authentication provider.
  • Check the account status and lockout.
  • For LDAP/AD or OIDC, check the provider connection and test it in Administration → Configuration.
  • Check the authentication audit events.

Documents and uploads

  • Check the file type, size, quota, and upload restrictions.
  • Check antivirus and duplicate detection.
  • For BPM uploads, check the case, the mapping, and the upload queue.
  • Confirm the search backend is healthy.
  • Rebuild the index if results are stale.
  • Check OCR if text search is missing.
  • Confirm the user's document permissions.

Previews

  • Check the preview service for Office and audio files.
  • Download the original if conversion fails.

Background jobs

  • Check Task queue for failed jobs.
  • Check the worker and Redis in System status.
  • Retry the job after fixing the cause.

BPM integration

  • Check the BPM connection in Configuration.
  • Check the sync monitor and BPM Statistics.
  • Check the webhook key and the case mapping.
  • Run regularization only after reviewing the simulation.

Collect evidence

Before you contact support, collect:

  • the DMS version;
  • the /health output;
  • the failing page and the exact time;
  • the relevant audit event or job ID;
  • any error message.