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ePDM web "Could not open a file on the client machine when retrieving it from the archive server."

Question asked by Ruth Kneale on Aug 30, 2016

Help.... My users are getting odd messages for some files in our vault; I've been able to replicate it, but don't understand it.  The files are accessible via the desktop client, it's only the web client that throws the errors:


Screen Shot 2016-08-30 at 2.07.51 PM.png

Except sometimes it throws this instead:

Screen Shot 2016-08-30 at 2.08.55 PM.png

It doesn't matter what I do, or even if I'm logged in as the admin user rather than myself. As I mentioned, I can go to the desktop client (Windows 7 x64) and get all the problem files immediately. I see this happen in Firefox, Safari and Chrome under OSX, and IE under Windows.

Help! How do I fix this? I've done the Google, I've searched the knowledge base and the user forums, and don't find anything.

Thank you,