FileSite Folder View Error – “There are no items to show in this view”

FileSite Folder View Error – “There are no items to show in this view”

HelpDeskDuplicatorsalesLouisvilleLexingtonElizabethtown

HelpDeskDuplicatorsalesLouisvilleLexingtonElizabethtown

Have you ever had a pesky issue that you’ve had trouble resolving?  And when you do resolve it, it comes back time and time again? Well, this is one of those issues.  I have come across this issue many times and every time I wish I would have remembered out of the 20 different fixes, which one worked.  Well this time I’m documenting it, so here it is…

The scenario:

Caller: “I can’t see anything in my FileSite folders. My documents are MISSING!  Yes, missing!”

I respond calmly: “Let me take a look, they are here somewhere”

Caller: “I cannot do my work if I cannot see my documents in my folders.”

Of course, this is a very problematic issue for many Attorneys, Secretaries, etc. and one that users will want fixed ASAP.

Here is a snapshot of what the FileSite folders look like:

file site error

As a level one Helpdesk Analyst, my first thought to troubleshoot any issue like this is to do a repair on the program.  In this case, Outlook and FileSite/Imanage/WorkSite/HP Autonomy (oh the many names of FileSite).  Repairing the programs did not work in this case.  Note: I usually see this specific issue with the Outlook 2010 version.

So my next thought was to repair the users Outlook data file.  No luck.  The last Outlook troubleshooting step I could think of doing based on my experience and training was to do a new Outlook Profile.  No luck either.  So Outlook is not the culprit in this case.  Now on to FileSite.

The first FileSite step I took was to do simple things like remove and re-add FileSite, close/reopen Outlook, restart the computer, reset the views, etc.  One thing I have learned with working in IT is that you must “cover all of your bases” even the simplest of things can play a big part in the overall outcome.

Next, I had to start to get a little more technical.  Maybe try some things I have not done before being at my level and really do some research for this one.  I also reached out to coworkers because sometimes two heads are better than one and working as a team on Helpdesk is a must.  Teamwork always pays off.

So, I tried to rename the users FRMCache.dat to FRMCache.old which has worked in this case before, by going to the users profile folder located at C:\users\%username%\appdata\local\microsoft\forms and restarted outlook which will cause a new FRMCache.dat to open in the folder.  But I had no luck.  I always say IT is sometimes like being a detective. A lot of trial and error to solve the case.

So on to doing more research and try the next troubleshooting step.  A fellow coworker had mentioned that there was a registry hack that had fixed this issue previously for someone.  So I followed the registry hack by deleting the Interwoven folder registry key. This is done by navigating to Start Menu-> regedit-> HKEY_CURRENT_USER-> Software->Interwoven-> Right click and delete.  But always keep a copy saved just in case!

I was sure that this was going to work. I crossed my fingers when Outlook was loading but then clicking on the FileSite folders i.e. Document Worklist, My Matters, etc. only to see that same haunting message still appear “There are no items to show in this view” if only the user could hear the screaming in my head, but I stayed calm and kept persevering.

The next step was to look closer into the FileSite views.  According to my research, as of Worksite 8.5 and later versions, Outlook FileSite views are defined in VDM files.  There are 5 VDM files stored in the program folder:

  • FileSite Default View – NRTView.vdm
  • FileSite Email View – NRTEmailView.vdm
  • FileSite Worklist View – NRTWorklistView.vdm
  • Search Document View – SearchDocumentView.vdm
  • Search Email View – SearchEmailView.vdm

So I navigated to the VDM files located in C:\ProgramFiles(x86)\Interwoven\WorkSite\iOutlook\ and deleted all of the VDM files. Of course, always keep a copy!  Note that Outlook must be closed when working in the folders. I relaunched Outlook which made a new fresh copy of the VDM files.

I crossed my fingers again when clicking on the FileSite folders guess what?  IT WORKED!  All of the user’s documents were there. I was jumping for joy and smiling from ear to ear.  There is no better feeling then when you put all of your time and effort into resolving an issue and it pays off.  This is one issue I won’t forget!  One fix may work sometimes, and the other another time.

It makes me happy and gives me a sense of achievement to know, and can share this information with you for future reference.  IT can be very rewarding.

So keep this tip and trick handy if this ever happens to you!

WHAT ARE YOUR THOUGHTS?

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