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Platter Management Error / The data that you have requested is currently offline

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Carolyn_Lake
Confirmed Champ
Confirmed Champ

‎07-02-2019 03:28 PM

Hello,

Recently we have staff that is getting a Platter Management Error that states "The data that you have requested is currently offline.  Unable to mount any copy of Disk Group 180 Volume 328". 

The Disk Group listed in the error varies by end user.  The end users are trying to launch a report that has been processed into OnBase via COLD.   They can view the report fine without any errors via the Unity client. 

Has anyone dealt with this error and if so, how were you able to resolve.  I am currently reviewing some MRG's in hopes of a resolution but wanted to also get this posted out here in case anyone else knows of this same error.

We are currently on OnBase v18.0.1.51 SP1

Thank you in advance for any assistance you can share.

Carolyn L

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Carolyn_Lake
Confirmed Champ
Confirmed Champ

‎07-03-2019 09:47 AM

We have the DDS module in our OnBase suite and it was discovered that a file for this process was inadvertently moved.  Once we moved that file back to it's original location our end users only had to re-launch their client and it stopped throwing this error and displayed the item they requested to view.  Thank you Ryan Wakefield for your response and hope this helps someone down the line.  Thank you.  Carolyn 

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AdamShaneHyland
Employee
Employee
In response to Ashish_Srivasta

‎07-13-2020 01:45 PM

Hi Ashish.

This error is typically indicative of the requesting client or server (when connecting through the Application Server) not having access to either the OnBase.ID file or the files which are part of the document.  Process Monitor is a helpful tool to try and troubleshoot the issue as well as the File profile logged to Hyland Diagnostics which can be enabled within the Application Server.  

Best wishes.

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