Phased rollout This documentation supports the 21.05 version of BMC Helix ITSM: knowledge Management. To view an earlier version, select the version from the Product version menu.

Troubleshooting failed conversions

The conversion process does not stop until all the articles are converted, even if errors or failures occurred.

Best practice
Review the generated arjavaplugin.log file that is located in the C:\Program Files\BMC Software\ARSystem\Arserver\Db directory for information about the conversion results after the conversion has completed. Make sure that you have permissions to access and view this folder.

Possible reasons for failure are typically network problems, incorrect file names, invalid XML schema, and an XML schema that is different from the XML schema for 7.2 or 7.5 releases.

The log file contains the following information:

  • Number of successfully converted articles
  • Number of failed conversions with a short description of the reason
  • Names of articles that failed to convert and their types

If the log file indicates that several files failed to convert, you can run the conversion tool again without re-mapping the fields by clicking the Run tab and selecting the XML template for conversion.

 

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