Troubleshooting & Problem Resolution Flashcards

A classification rule that uses keyword matching is incorrectly routing invoices to the HR folder. What is the MOST likely cause?

Answer: Overlapping or overly broad keyword patterns that match content in multiple document types

Overlapping keywords in classification rules can cause documents from one category to match rules intended for another, requiring rule refinement.

After enabling single sign-on (SSO) integration, users receive an authentication error when accessing the DMS. What should be verified first?

Answer: That the DMS server clock is synchronized with the identity provider's clock

SSO tokens rely on timestamp validation; clock skew between the DMS and identity provider is a leading cause of SSO authentication failures.

A digital signature on a document shows as 'invalid' even though it was valid when originally applied. What is the MOST likely explanation?

Answer: The signing certificate has expired or been revoked since the signature was applied

Digital signature validity depends on the certificate's trust chain; expiration or revocation of the signing certificate causes previously valid signatures to appear invalid.

A batch import of 10,000 documents completes, but metadata for 200 records is missing. What is the BEST approach to identify the affected records?

Answer: Query the repository for records where required metadata fields are null or empty

Querying for null required metadata fields is the fastest and most reliable way to isolate records with incomplete data from a large batch.

A CDT professional is told that email-to-capture integration has stopped working after the mail server was migrated. What is the FIRST thing to check?

Answer: The email capture connector's server address, port, and authentication credentials

Mail server migrations typically change the hostname, port, or authentication method, which must be updated in the email capture connector configuration.

When printing documents from the DMS, users report that the printed output lacks watermarks that are visible on screen. What is the MOST likely cause?

Answer: The watermark is applied as a display overlay and is not embedded in the document for printing

Many DMS viewer overlays render watermarks on-screen but do not embed them in the print stream, requiring a separate print-time watermarking configuration.

A records destruction run fails partway through with an error indicating 'record is referenced by an active case.' What should the administrator do?

Answer: Exclude the referenced records from destruction until the associated case is closed

Records linked to active cases must be retained until the case is resolved; excluding them and completing destruction on unlinked records is the correct approach.