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Description

Importing a Word document in to Knowledge results in a file parsing error.

Steps to Reproduce

In a Geneva instance as an admin or user with elevated privileges:

  1. Navigate to Self-Service > KnowledgeImport.
  2. Select a Word document and attach it.
  3. In the Import window, select the Knowledge Knowledge base and click Import.

Instead of a new KB being created, the import results in errors.

File parsing error: com.snc.knowledge3.knowledge_import.KnowledgeImportException: File parsing error: com.snc.knowledge3.knowledge_import.ConvertToHTML.parseDocx(ConvertToHTML.java:183)
com.snc.knowledge3.knowledge_import.ConvertToHTML.parse(ConvertToHTML.java:258)
com.snc.knowledge3.knowledge_import.WordKnowledgeImporter.parseToArticle(WordKnowledgeImporter.java:31)
com.snc.knowledge3.processors.NGKnowledgeImportProcessor.parseFile(NGKnowledgeImportProcessor.java:139)
com.snc.knowledge3.processors.NGKnowledgeImportProcessor.processGetFile(NGKnowledgeImportProcessor.java:172)
com.snc.knowledge3.processors.NGKnowledgeImportProcessor.processDelegateMethod(NGKnowledgeImportProcessor.java:90)
com.snc.knowledge3.processors.NGKnowledgeImportProcessor.process(NGKnowledgeImportProcessor.java:38)
com.glide.ui.ng.AngularProcessor.process(AngularProcessor.java:107)
com.glide.processors.AProcessor.runProcessor(AProcessor.java:409)
com.glide.processors.AProcessor.processTransaction(AProcessor.java:183)
com.glide.processors.ProcessorRegistry.process(ProcessorRegistry.java:165)
com.glide.ui.GlideServletTransaction.process(GlideServletTransaction.java:32)
com.glide.sys.ServletTransaction.run(ServletTransaction.java:34)
java.util.concurrent.ThreadPoolExecutor$Worker.runTask(ThreadPoolExecutor.java:895)
java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:918)
java.lang.Thread.run(Thread.java:682)

Workaround

If you are able to upgrade, review the Fixed In field below to determine the versions that have a permanent fix. 


Related Problem: PRB666185

Seen In

Geneva Patch 1 Hot Fix 7
Geneva Patch 1 Hot Fix 8
Geneva Patch 3 Hot Fix 3
Geneva Patch 4
Geneva Patch 6

Fixed In

Geneva Patch 7
Helsinki Patch 1
Istanbul

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2016-11-22 22:14:57
Published:2016-07-08