Technical Issues

An Error Icon Appears in the Top-Left Corner of the Tasks Manager View

If an error exception is detected, a warning icon () will be displayed at the top-left corner of the Content Fusion Tasks Manager view. Clicking the icon will display details about the particular exception in the Results panel at the bottom of Oxygen XML Editor/Author. If you need to report a problem to the Oxygen technical support team, right-click the entry in the Results panel and select Report problem. This opens a dialog box that allows you to select and configure information that will be sent to the technical support team.

Connection to the Server Cannot Be Established

If this message is displayed at the top of the Content Fusion Tasks Manager view, it means that there was a problem connecting to the server and more details should be displayed in the Results panel at the bottom of Oxygen XML Editor/Author. To report this problem to the Oxygen technical support team, right-click the entry in the Results panel and select Report problem. This opens a dialog box that allows you to select and configure information that will be sent to the technical support team.

Connection to the Server Cannot Be Established (Your Account No Longer Exists on the Oxygen Content Fusion Server)

If this message is displayed at the top of the Content Fusion Tasks Manager view after you try to upload a task, it means that there is a problem with your user account (for example, if you chose to delete your account in the Profile page). To solve this, click Connect to open the Oxygen Content Fusion interface in your most recently used browser, then click on SIGN UP and follow the instructions to re-create your account. After verifying your email address, don't forget to click the Authorize button in the Oxygen Content Fusion interface.

Account Temporarily Locked (Too Many Failed Login Attempts)

If you see a message that you have too many failed attempts and must retry after a number of minutes, your account is temporarily locked. Wait until the indicated time, then try signing in again with your correct password. If you do not remember your password, use the Forgot Your Password link (when available) to reset it. After reset, the lockout state does not prevent using the new password once the lockout period has passed.

Organization Storage Quota Has Been Reached

If you try to create a new review task or project in a Oxygen Content Fusion deployment and see an error that the organization storage quota is exceeded, it means that your organization has used all of the storage space included in its subscription.

As a result, new review tasks or projects cannot be created until storage usage is reduced or the quota is increased. This limitation applies at the organization level and affects all users in that organization.

To resolve this problem, you can delete projects or review tasks you no longer need. Alternatively, contact your organization administrator and ask them to upgrade the subscription to increase the available storage quota. For more information, see Organization Subscription Page.

Uploading a Review Task Takes Too Long

When uploading a review task that contains DITA files, along with the files explicitly selected for review, the task also contains the DITA map and all the files referenced from it (directly or indirectly). For large projects, this set of files is also large and can take a long time to upload.

To improve the loading time, go to Options > Preferences > Plugins > Oxygen Content Fusion Connector and enable the Upload only resources that are directly referenced in the files to be reviewed. option.

When this option is enabled, only resources such as other topics and images that are directly referenced from the files to review are uploaded, including all the submaps that are referenced in the context DITA map. This may lead to a smaller set of files, but there are some limitations:

Images Not Being Displayed in Documents Within Review Tasks

For review tasks that are created in the Tasks Manager in Oxygen XML Editor/Author, if images are not displayed in the visual editor (in the browser interface), it is mostly likely because the source DITA map was not uploaded in the review task. The DITA map must be specified in the DITA Context section for the image references to be uploaded.

Review Task Details Not Available

If you see this message in the Oxygen Content Fusion interface when clicking on the name of a task, it means that the task has been deleted from the server by the task owner.

Oxygen XML Editor/Author Needs More Memory to Upload the Task

If uploading a task fails and the error message suggests that a possible cause may be that Oxygen XML Editor/Author needs more memory to upload the task, see How to Increase the Amount of Available Memory.

Get Changes Warning: The following resource was not created

When merging changes, if this message appears in the Results panel at the bottom of Oxygen XML Editor/Author, it means that a new external resource was detected in the list of changed files. You can try to create it manually with the content displayed in the Get Changes dialog box.

Get Changes Warning: The original folder of the uploaded files cannot be found

When merging changes, if this message appears, it means that the original file(s) could not be found in the location where they were at the time the task was uploaded to the Content Fusion server. If you know the new location of the folder where the original file(s) now reside, click Choose directory and select that folder (in this case, the merge tool will perform a three-way comparison between the original file(s), your changes after the task was uploaded, and the incoming changes). You can also choose an empty folder and the incoming files will be saved to that folder (in this case, the merge tool will only offer the option of accepting the incoming changes without any comparison).

Reviewers see Variable Key References Expanded as an Unexpected Value

Since the Oxygen XML Web Author editor that the reviewers use to proofread and make changes to uploaded files is a lightweight version of Oxygen XML Editor/Author, it does not have all of the features that the task owner has access to. For example, in Oxygen XML Editor/Author, the task owner can select which value they want to see expanded for defined variable key references. In the Oxygen XML Web Author editor, the reviewers will only see the first value that is detected.

Reviewers See Missing Images and Links Pointing to Missing Files

If a task owner uploads a file that contains references to images or links to other files, but only the main file was added to the review task, the images and linked files are considered missing and cannot be rendered in the visual editor. This issue can be solved by adding the image files and linked files to the review task along with the main file so that they are all uploaded to the Oxygen Content Fusion server.

For DITA files, you can specify a Context DITA Map when creating the review task and all the files referenced from the DITA map will be included in the review task and uploaded to the server.

Information Presented by the Content Fusion Connector Add-on is Not Up to Date