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Confirm Linked Document Photo Not Found

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  • 1.  Confirm Linked Document Photo Not Found

    Posted 02-03-2019 17:43

    I've attached a photo to a feature created with Confirm Connect. When I try to view the photo in Confirm
    I receive this error message after clicking the Launch button

    If I click the download button I get this error message

    I've looked into the Document Link System Settings here

    Are there any other settings that I need to set to view the attached photo? Is it perhaps a permissions error on
    the Confirm server?

    Kind regards,

    Lee Crosby
    Walgett Shire Council


  • 2.  RE: Confirm Linked Document Photo Not Found

    Pitney Bowes
    Posted 02-03-2019 21:32

    Hope you are doing great!

    You can try following steps

    1.  Click on the Copy full Document Location button to the right of the Document Location field and paste into Notepad to see the path where the photo will be/is/was located.  Use File Explorer to go to the location to see if the photo/document is in that location.  If it is not there that is the cause of the problem.

    2.  Confirm OnDemand clients should use the Drive Mapping icon to make sure the OnDemand network drives are correctly mapped.

    3.  If the document is a photo taken on ConfirmConnect check the device from which the task (Enquiry/Defect/Condition Survey/etc) was uploaded to see if the photo is still on the transfer list.  If it is still there it is not possible to open it from Confirm.

    4.  If the version of the ConfirmConnect app is 3.04.0 or later a copy of the photo is also in the device's photo gallery.  You can manually copy the photo to the correct folder in the OnDemand environment.  If you can still not launch the the photo you can create a new link to it on the Document Links screen

    Vineet Kumar
    Knowledge Community Shared Account
    Shelton CT

  • 3.  RE: Confirm Linked Document Photo Not Found
    Best Answer

    Posted 02-04-2019 13:10
    Hi Lee,

    We have the Document Store Folder as a network share with users given read and/or write permission to this so that they can upload new documents and/or view existing.

    To be able to view linked documents via ConfirmConnect, the server ConfirmConnect is installed on also needs permission to the document store folder.

    Confirm is hosted on our own servers and I am using a fully qualified UNC path as we have multiple domains due to being a shared service with a neighbouring borough. The share is created on our network file share.

    Doc Links Setting
    We have an AD security group with all Confirm users belonging to this with read/write permission to the above share (App_Confirm). Our live & dev application servers have also been given read/write permissions to this share for ConfirmConnect.

    Hopefully this helps if you host Confirm on your own servers like us.



    Hafezur Rahman
    Application Specialist
    Richmond & Wandsworth Councils

  • 4.  RE: Confirm Linked Document Photo Not Found

    Posted 02-12-2019 17:40
    Thanks Vineet and Hafezur for your response.

    The issue was a user access problem with the document share folder. I had our IT admins setup a shared folder with a UNC path

    I configured Confirm to use these paths for the documents and now is working.

    Thanks again,

    Lee Crosby
    Walgett Shire Council

  • 5.  RE: Confirm Linked Document Photo Not Found

    Pitney Bowes
    Posted 04-01-2019 06:05
    Haf's reply about using UNC paths is good.

    If you use the Document Store Folder pick button on Document Links System Setting screen and select a folder on the C drive, such as C:\Confirm\Photos,  it is the C drive on the server where Confirm Client is installed.

    The Connector and ConfirmConnect web service are usually installed on a different server which means when a photo is uploaded from the ConfirmConnect app, it will try to place it in C:\Confirm\Photos on that server.  Even if the web service has permission to do this, when the photo is launched from Confirm Client it will look for it on the C drive of the Client server then display the message that the photo cannot be found.



    Chris Wareham
    Senior Technical Support Analyst
    Pitney Bowes

  • 6.  RE: Confirm Linked Document Photo Not Found

    Posted 08-05-2019 01:08
    Hi Lee,

    I hope you got the resolution of your query.
    Please mark the best answer by selecting "Make Best Answer" in the Reply menu.
    It will help us and other users save their time.

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    Aakash Singh
    Pitney Bowes Software India Pvt. Lt