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  1. Hello Experts, I have to export relevant data from Intella into PST format. The challenge is I want to split the export into multiple parts based on either by size (~1 GB) or by file count 2000 items per export. Has anyone encounters such situation or is there any workaround? PS: Can be a repetitive question
  2. Introduction: This post provides information in regards to troubleshooting issues with Intella and Connect. The information is split into categories to make navigation to the topic, which matches your issue, easier to find. You may have been pointed to this post from the Vound support team. If that is the case, they likely require some information from your Intella/Connect case, or your system. Use this checklist to gather the information required, then provide it to the support team. 1. Intella log files & Exception reports Case logs: Each Intella case has its own set of log files. The log files are a valuable resource for troubleshooting problems. If an error happens, or an exception is thrown, you usually get a message on the screen. This message can be quite generic, but a lot more information regarding the error will be found in the log files. Some issues can be resolved without submitting a support ticket if the user can find more information about the issue in the logs. For example, an Access Denied error will show which file(s) can't be accessed. The user then has an avenue for further investigation to try and resolve the issue. The log files can be accessed by clicking on Help in the menu bar, then clicking the 'Open log folder' option. If Intella is not running, you can access the log files by navigating to the installation folder for the case, then opening the Logs folder. Connect server logs: If you are running Connect and the support team have asked for the Connect server logs, these can be found in this location. C:\Users\[user]\AppData\Roaming\Intella Connect\logs There are two types of log files in the Logs directory. • The warning log file: This log only includes warnings and errors. • The main log file: This log includes everything that has happened in the case. New log files are created every day. The date is inserted into the log's filename when the logs are created. This helps to narrow down which log files may contain errors that have occurred over several days. The log files are basically text files with lines of logging data. The user can search the log files for errors that have been presented on the screen, to pinpoint where the issue is within the log file. We have a list of known errors in the 'Reading your log files' section of the user manual. We also have a post dedicated to reading and interpreting your log files at the link below. http://community.vound-software.com/index.php?/topic/223-reading-and-interpreting-log-files/ If the support team asks for your log files, please zip the main-[date].log, warnings-[date].log and any other *.log files, and send the zip file to the support team. The maximum size of a zip file support can receive is 10 megs. If your zip file is bigger please use Dropbox or similar. Note: The log files contain file paths, file names and information on Intella's actions. The contents of the data in your case is not stored in the log files. Please check your log files before you send them to make sure that you do not accidentally share information that is private. You share the log files at your own risk. Please know that we will handle the log files with great care, and that we will delete all data received from you when the issue is dealt with. Exception reports: An indexing exceptions report can be produced by choosing Sources > Exceptions Report. This produces a XLSX or CSV file that lists all items that had issues during indexing. This can range from minor issues such as date parsing problems to file corruptions that affect the entire item and all nested items. Again, issues can be resolved without submitting a support ticket by reviewing the information in the exception report. 2. Issues with licenses, dongles and Intella versions It is possible that at some point you may encounter an issue with your dongle or licensing. The three most common issues are related to the application and dongle license versions, a HASP 33 error when starting Intella, and a dongle which wont update to the latest version. As these three issues are common, they are discussed below. However, we have a page dedicated to troubleshooting dongles and licensing located at the following link if your issue is not related to one of these issues. http://support.vound-software.com/Default/Knowledgebase/Article/View/223/4/troubleshooting-hasp-dongle-and-licensing-issues Application and dongle license versions: If you can't open Intella due to a 'license not found' error, or Intella starts in trial mode, check that your dongle has the latest version on it. You can see what the latest release is at this link: http://support.vound-software.com/Default If your dongle does not have the latest version, you can update it by running Dongle Manager and clicking on 'Check for updates'. Note that you must have 100 days of MA at the time of the release to be eligible for the update. Also make sure that you are running the latest version of the Intella software on your system. You can check these versions by looking in Dongle Manager, and the main page of Intella. Make sure that the first two digits of the version numbers match. HASP 33 errors: Sometimes you may get a HASP 33 error when starting Intella. This happens because the Sentinel LDK License Manager is not running, or it can not be accessed on your system. There are three main causes for this issue: The driver is not running: The 'hasplms' service in the Windows Task Manager has stopped running for some reason. This issue is easy to fix, you just need to restart this service. The driver is not installed: If the 'hasplms' service is not available in the Windows Task Manager, it may not have been installed properly during the installation process. This can happen if the Windows account used for the Intella installation does not have sufficient permissions. You should reinstall Intella so that the driver can be installed properly. Make sure that you are logged in as the administrator when you reinstall Intella. Communication between the driver and the application is blocked: If the 'hasplms' service cannot be started, it is likely that your security software has interrupted communication between the driver and the application. It may also be the case that your security software has removed important Intella or Sentinel LDK License Manager files. If Intella or Sentinel LDK License Manager files have been removed by the security software, Intella will need to be reinstalled. i) Turn off your security software. ii) Make sure that you are logged on as an administrator, and reinstall Intella. iii) Add the Intella installation folder to your security application's white list. iv) Restart your security software. If the issue is that the security software is just blocking Intella or Sentinel LDK License Manager files, then you will need to add the Intella installation folder to your security application's white list. Once you have the 'hasplms' service running, make sure that you can see your dongle on the system. i) Open a web browser. ii) Paste or type the link below into the URL field. The page that opens is called the Account Control Center (ACC). Note that no internet connection is needed as the ACC is local to your computer. http://localhost:1947/_int_/devices.html iii) Under the Configuration column you should see a picture of the dongle (a red, green or purple USB dongle. Not the line which has the @ key symbol). The Dongle will not update with Dongle Manager: There can be a few reasons why a dongle will not update with Dongle Manager. The common issues include: Your MA has, or is close to expiring. As mentioned above, you must have 100 days (or more) of MA at the time of the release to be eligible for the new version update. Note: Dongles only need to be updated when one, or both of the first two digits change in the version number. E.g. If the current version is 2.1.0, and we release version 2.2.0, the license on the dongle will need to be updated, and this will be available for customers who have 100 days of MA available at the release date. If the current version is 2.1.1, and we release version 2.1.2, the license on the dongle will not need to be updated. Your dongle may have no space left to hold the new license(s). This can happen for long standing customers who have the older dongles which are purple. Over the years the number of older products on the dongle increases until no new products can fit onto the dongle. If you think that you have this issue, submit a support ticket and send in a c2v file from your dongle. You can extract a c2v file by following steps 1 - 7 in the 'Updating your Dongle Manually' section of the instructions in the link below. http://vound.helpserve.com/Default/Knowledgebase/Article/View/202/0/license-dongle-activation If you have over 100 days of MA left, and you are using a green or red dongle, but it still will not update with Dongle Manager, you may have custom licenses on your dongle. Most of the time these custom licenses will update with Dongle Manager. However there are occasions when you will need to contact support for assistance. You can check if you have custom licenses by clicking on the 'Show products' button in Dongle Manager. Custom licenses will have the words 'Custom Order' after the product name. If you have custom licenses, submit a support ticket and send in a c2v file from your dongle. Internet access is required to update your dongle using Dongle Manager. If your Intella/Connect systems are in a closed network, and do not have internet access, you can update your dongle manually. Follow the 'Updating your Dongle Manually' section of the instructions at the link below. A c2v file is collected from the dongle. The c2v can then be submitted to our 'Manual Dongle Update' website (using another PC which has internet access). During this process, a v2c activation file will be created which can then be applied to your dongle to update it. http://vound.helpserve.com/Default/Knowledgebase/Article/View/202/0/license-dongle-activation 3. Versions and backwards compatibility Backwards compatibility If you plan to open older cases with a newer version of Intella, read the last section of the release notes for the version of Intella which you are running. This section will discuss backwards compatibility for the version you are running. Case conversions Sometimes a new version of Intella/Connect has updates and improvements to the databases that require older cases to be converted before they can be opened a new version. The release notes will tell you whether a case conversion is needed or not. Always check the release notes, but typically a case conversion will create a copy of the case in which all evidence is re-indexed, and all tags, comments and flags are imported. The existing case will not be altered in any way so it can still be opened in the older Intella version if required. Case conversion can take considerable time so it would be useful to plan ahead for this task. Important Notes: 1) An older version of Intella cannot open a case created from a newer version of Intella. This also means that if a case is converted to a newer version, it can no longer be opened with the original version of Intella/Connect. 2) When converting a case, make sure that all evidence sources for the case are available. If the case has been moved and the evidence has been disconnected, use 'Edit evidence paths' in Intella to attach the evidence to the case prior to running the case conversion. 3) Once the conversion is complete, the case does not need to be re-indexed (unless stated otherwise in the release notes). 4. Issues opening a case There can be a number of reasons why a case cannot be opened with Intella. Firstly, review Section 2 above and make sure that your Intella application version, and the license on your dongle are the same. If you do not have a matching license for the version of Intella that you are running, you will need to update your dongle to match your application version. Locked case in the Case Manager: Sometimes you may see that a case has been locked in the Case Manager, but the case is not open on your system. This can happen if a case has not shutdown properly and a process for the locked case is still running. You can try these methods to release the locked file: You can try to end the process in the Windows Task Manager that has the case open. Another (easier) option is to reboot the system (all systems, Team Manager and Reviewers, if using Intella Team). This approach will ensure that all Intella processes are closed. If rebooting the system(s) did not unlock the case, you may need to manually clear the lock folder. i) Close all instances of Intella. ii) Go to the folder where the case is stored. iii) There will be a folder named lock. Delete this folder. iv) Restart Intella and you case should be available to be opened now. Problems starting Connect: If you are trying to start Connect and you encounter an issue with not being able to get a license, or you get a 'port already in use' error, you may have an instance of Connect running in the background. Make sure that everyone is logged out of all cases then restart the Windows system running Connect to release the instance. 5. Exporting Issues There may be times when issue arise with exporting from Intella. Some common examples of these issues are listed below. Export to PST format is not available (greyed out), or you get a 'Redemption' error shown: There are a couple of areas to check with this error. If the PST option is greyed out in the export wizard, the issue may be that Outlook has not been validated, or it has lost its validation. This can be a simple fix - in Intella, go to File > Preferences and click on the MS Outlook tab. If the status reads 'Error', try clicking on the 'Validate' button. In most cases this will validated Outlook and the PST option will be available in the export wizard. If you have tried the above process and Outlook will not validate, or you get a 'Redemption' error on the screen, your AV or security software has likely affected the Redemption.dll file. The Redemption.dll file is used to create PST files (it specifically allows access to Outlook). Outlook will not validate if this file is been blocked or removed. You will need to reinstall Intella to replace the necessary dll files. i) Turn off your security software. ii) Make sure that you are logged on as an administrator, and reinstall Intella. iii) Add the Intella installation folder to your security application's white list. iv) Restart your security software. Once Intella has been reinstalled, check that Outlook has been validated in the Preferences. Cannot print or export in foreign languages: If you can see the correct language/font in Windows, then this is related to the font not being available to Intella. In most cases it is just a matter of copying the correct front over to the font folder in the installation folder for Intella. More information is detailed in the FAQ section of the user manual. You can find it by running a search in the user manual for "How can I print and export PDF reports with characters of my language".
  3. Is there a way to export files to PDF without a cover sheet being included? I've tried changing a bunch of settings but maybe I missed something.
  4. Scenario: Keywords hit on an item attached to an email. When exported in Original Format with location structure kept, only the attachment item was exported, the parent email becomes a folder. Anyway that I can include the parent email when exporting in Original Format?
  5. Dear Team, I must congratulate the Intella team for Intella Connect 1.8 and hope to see more features in coming years. This is a basic fundamental question and I will really appreciate if our forum members share their views on it. On a RAID 5 configuration system (1 GB RAID Controller Card) having SSD drives (samsung), eight core process (X64 Built - XEON), 64 GB ECC DIMM and Intel Chipset 602: 1. How do i maximise the benefits of an Optimization Folder? 2. Does the minimum requirement of independent hard disk for Optimization folder applicable on a RAID 5 configuration? With the above mentioned configuration, I tried to export a load file (Relativity) for a case size of 432 GB. During the export of Load File, there are no other application running on the Intella Server. Based on the Intella User Guide manual 1.8, I made necessary changes in the Intella Configuration files and affixed a dedicated 24 GB RAM. Observation: During exporting as a Load File ( Relativity) the amount of time for 5000 export items is approximately 26 Hours. PDF and Image Rendering : Enabled (Image DPI : 200) (Output : TIFF) Meta Data: Enabled Both Original Or Extracted is selected Now: Is there a way of reducing the time for exporting remaining 43000 entries ? (Intella mentions 8 Days to export it) Workaround*: The remaining 43000 entries is exported in 8 hours!! During exporting of the 43000 entries, following steps were taken: PDF and Image Rendering : Disabled Meta Data: Disabled Only extracted is selected * This is specifically based on client to client requirement and not a generic step to be followed. I hope to see your views on the forum. Thank You Rishabha
  6. Is it possible to export a set of tags and message/document hashes from one Intella case and import those into another case? For example, I have two cases that have some shared evidence and the cases have now been merged. I would like to also merge the tags from the two cases and evidence into a single case. Is this possible? Thanks, Walt -~
  7. I have a request from some users who are exporting results. They are looking for a solution to the deeply nested folders they have to traverse to get to the single email they downloaded. I remember that Intella 250 allows me to decide if I keep the nested locations or to choose whether to put all the exports in one flat folder. I think they are looking for this solution. Actually they asked for PST output, but I think they would settle for the flat export. Please let me know if that can be done today or if its coming. Thanks
  8. When exporting eml/email files from the Intella the file is empty. Any ideas what might cause this behavior? Also, there appears to be no way to quickly jump to an ID number. So if someone says, "I'm looking at Item ID 194572," is there a way to quickly get to that document by entering the ID?
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