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Opening AD RMS document times out RRS feed

  • Question

  • AD RMS running on Windows 2008 R2. DC level is 2003 with 2008 as DC

     

    Some docs in our environment  just hang and never open.

      -To fix this we have to remove AD RMS protection from tahta doc and let user then save it with template rules.

     

    And another issue....Some times users cannot save document again (even thou template gives them all permissions internally)

      -To fix this we have to copy contents of the document to into a new document

     

    Looking for tips how to troubleshoot these symptoms so we can stop using there workarounds.

    Thank you.

    Friday, June 24, 2011 1:12 AM

Answers

  • Issue was solved.

    Added network shares into Trusted Locations.

    • Marked as answer by finnadmin Thursday, August 4, 2011 6:05 PM
    Thursday, August 4, 2011 6:05 PM

All replies

  • Hi finnadmin

    Seems to be more of a client side issue,

    1. Can you please verify the OS is completely patched and MS Office as well (preferably from Microsoft Update directly)
    2. Which version of MS Office are you using?
    3. Is this issue with a few users on a few PC or with all the users?
    4. Single forest single domain? or multi-domain?

    Can you provide screen shots?

     

     


    Blog Link: http://blogs.cyquent.ae | Follow us on Twitter: @cyquent

    Tuesday, June 28, 2011 1:38 PM
  • 1)

    Windows 7 , 64-bit, patched up to date (excluding SP1)

    Office 2010 , 32bit, parched up to date, (excluding SP1)

    2)

    Office 2010 , 32bit

    3

    Few random users at seemingly random times

    4)

    Single forrest single domain

     

    How should one troubleshoot client side errors?

    Looking at AD RMS management console troubleshooting isn't really helpful :)

    Friday, July 1, 2011 8:32 PM
  • In this case you shouldn't be having any of these issues, but since they are random in occurance might point to client side problems.

    For troubleshooting you can try the following,

    1. Check the IIS logs on the ADRMS server (should be in c:\inetpub\logfiles), synchronizing your testing work on the client with the logs will get you the IIS events as the client hits the server.
    2. Run the IRMcheck tool (found on the RMS Toolkit SP2), which will give you any hiccups in the client side configuration. Things like clock sync, patches, RMS URL in trusted intranet zone ..etc
    3. If the above steps don't provide a clearer picture, then enable tracing on the RMS Client and download & run the Debugview tool. Re-enact the  steps on the client.

      Trace: This registry key can be used to enable application tracing, which records logs of every action executed by the RMS client and that can be viewed by the DebugView tool.

      Copy Code HKLM\Software\Microsoft\MSDRM
      REG_DWORD: Trace
      Value: 1 to enable tracing, 0 to disable tracing (default)

       Download Debugview: http://technet.microsoft.com/en-us/sysinternals/bb896647.aspx

    Hope this helps


    Blog Link: http://blogs.cyquent.ae | Follow us on Twitter: @cyquent

    Sunday, July 3, 2011 11:57 AM
  • I willl troubleshoot with DebugView, already had run IRMcheck and got no errors.

     

    Interestingly, document that times out upon opening can be opened fine if copied into new file.

    (the copy opens, not the original)

    Wednesday, July 6, 2011 4:52 PM
  • Debugview gave identical results for documents that opens and one that does not open.

    I guess next step is to troubleshoot why some Excel files do not open from network share?

     

    Monday, July 25, 2011 9:42 PM
  • Hi

    Seems really strange behaviour. So if the document that times out upon opening can be opened if copied into new file, then that rules out any issues with RMS client, MS Office and the RMS server.

    Since it's happening randomly, can you narrow down the list of users who are having these issues with time period and the file they were accessing. Then you can do network trace from their desktop to recreate what happens to the file when contacting the RMS server.

    Can you share the debugveiw traces as well?


    Blog Link: http://blogs.cyquent.ae | Follow us on Twitter: @cyquent

    Tuesday, July 26, 2011 7:01 AM
  • Issue was solved.

    Added network shares into Trusted Locations.

    • Marked as answer by finnadmin Thursday, August 4, 2011 6:05 PM
    Thursday, August 4, 2011 6:05 PM