Troubleshoot ExportData tool errors

The ExportData tool provides detailed status and error information that lets you keep track of the tool's progress or troubleshoot any problems that you encounter.

Status and error message logging

The ExportData tool's GUI and CLI applications log status and error information in the following locations:

  • Application window (GUI only). Provides high-level information about the status of the current request, such as "Creating request". System-related errors that occur when the tool cannot process the request because of system or network connectivity issues also appear in this window.

  • Console window (CLI only). Provides high-level information about the status of the current request. For example, "Starting the data extraction process", "Creating User Folder: u1 for user: userEmail", or the current action, such as "CREATE", "LIST", "CANCEL", and so on. System-related errors that occur when the tool cannot process the request because of system or network connectivity issues also appear in this window.

  • data_export.log file. Contains a detailed record of all application events and general application errors that occur while the tool runs. For example, "Starting the data extraction process" or "Unable to reach host". This log file resides in the same folder as the tool's ExportData.jar file, which by default is ExportDataTool.

    To prevent this log file from becoming too large, the tool opens a new file when the file's size reaches 50 MB. When saving the older file, the tool appends the date to the file's name.

  • user.log file. Contains a detailed record of export events and errors specific to a particular user. For example, "Downloading file: C:\temp\reports\May\report.txt" or "Error processing file C:\temp\reports\May\report.txt". Each user-specific version of this file resides in the destination\request\user folder.

Troubleshoot errors

If you encounter an error while using the tool you can troubleshoot the problem. The tool displays error messages in the GUI's application window and the CLI's command window. It also logs the message to the data_export.log file. Review the error message, and then try to resolve the problem with the aid of information from following sections.

NOTE: If you cannot resolve the problem yourself or you encounter an error that is not listed, contact Support.

The following table provides solutions to common Java-related errors.

Error message Solution

Java Cryptography Extension (JCE) Unlimited Strength Jurisdiction Policy Files 8 files are either missing or incorrect.

Ensure that JCE unlimited jurisdiction policies are enabled, then run the tool again.

Unsupported Java version. This tool requires Java SE Runtime Environment 8.

Install Java SE 8, and then run the tool again.

The ExportData tool GUI requires Java SE Development Kit 8.

Install Java SE 8, and then run the tool again.

The following table provides solutions to common errors that occur when starting the tool or logging in to it.

Error message Solution

Specified URL is malformed.

The URL to the server that hosts Connected is malformed. Specify the correct URL.

Unable to read content from the property file.

The tool cannot read content from the dataExport.properties file.

Delete the file, located in the home directory of your local user account. Then, run the tool again with the –preservelogin option. The tool will prompt for credentials and recreate the file to store the resulting OAuth tokens.

Unable to read the property file.

The tool cannot read the dataExport.properties file.

Delete the file, located in the home directory of your local user account, if it exists. Then, run the tool again with the –preservelogin option. The tool will prompt for credentials and recreate the file to store the resulting OAuth tokens.

Unable to reach host.

The tool cannot connect to the Connected server using the information provided. Ensure that you specify correct values for the following items:

  • URL to the server that hosts your Connected environment

  • Proxy server and port number that the computer uses to access the Internet, if applicable

  • Credentials of a Connected user that has the bulk exporter role

If you are sure that you have specified this information correctly, verify that the computer has an active network connection.

Unable to retrieve a valid token.

The tool cannot retrieve the OAuth tokens from the dataExport.properties file because the file does not exist.

Run the tool again with the –preservelogin option. The tool will prompt for credentials and recreate the file to store the resulting OAuth tokens.

Login failed.

The tool cannot authenticate the specified Connected user. This can happen for several reasons, such as you specified an invalid email address, the Connected server encountered an error, or the network connection is not active.

If you are sure that you have specified the email address correctly, verify that the computer has an active network connection.

User does not have permission to run this tool.

The user whose Connected email address you specified does not have permission to run the tool. Specify the email address of a user with the bulk exporter role.

The following table provides solutions to errors that occur while creating or running a request.

Error message Solution

Unable to find the specified users.

None of the specified users are active or on-hold, which are the only status values the tool supports. Specify only users with one of those statuses.

Filter contains invalid characters {}[]:

A specified file name or extension includes one of the following invalid characters: left brace ({), right brace (}), left bracket ([), right bracket (]), and colon (:). Remove these characters from all file names and extensions.

Missing backup device for a given user. (CLI only)

None of the specified users have an active backup device registered. Specify users who have at least one active backup device.

Specified request name contains characters reserved for the Windows operating system.

The request name contains a character that is not valid on Windows operating systems. Specify a name that contains only valid characters for the destination's operating system.

The tool creates a folder with the specified request name in which to store exported files. Therefore, specify a name that meets the requirements of folder names on the destination's operating system. The following lists identify the reserved characters and names to avoid on each operating system.

macOS

  • Reserved characters:

    • /  (forward slash)

  • Reserved names:

    No reserved names

Windows

  • Reserved characters:

    • *  (asterisk)
    • \  (backslash)
    • :  (colon)
    • "  (double quote)
    • /  (forward slash)
    • >  (right angle bracket)
    • <  (left angle bracket)
    • ?  (question mark)
    • |  (vertical bar or pipe)
    • any control character

  • Reserved names:

    • AUX
    • CON
    • COM[1-9]
    • LPT[1-9]
    • NUL
    • PRN
    • listed names that include a file extension, such as AUX.TXT
    • any name that contains a trailing space or period (.)

Specified destination has run out of disk space.

The destination does not have space to store any more files. To resolve this problem:

  1. Make space available on the destination either by deleting files that you no longer need or by moving them to another location.

  2. Do one of the following, depending whether you use the tool's GUI or CLI:

    • GUI. Select the request that encountered the problem, and then click RESUME.

      The tool continues running the request at the point it left off.

    • CLI. Run the tool again with the appropriate command-line syntax for your environment and specify the following as its commandOptions:

      --resume --emailaddress email --request request --url url

      The resume option instructs the tool to continue running the request at the point it left off.

Unable to create a new request because one with the same name already exists.

Run the command again and specify a different name.

Request names must be unique within the same instance of the tool. Specify a different name.

Unable to resume the request because one with the specified name does not exist.

Verify the name and run the command again with a valid name.

The request you attempted to resume does not exist. Verify the request name. To see the names of all valid requests, run the tool with the list option.

 

Unable to locate the specified destination.

The tool cannot locate the destination folder that you specified. Ensure that the folder exists.

The following table provides solutions to common errors that occur while interacting with requests.

Error message Solution

Create folder failed: <full_path>.>

The tool could not create the specified folder while exporting data. Verify that the user running the tool has write permission on the parent folder.

Unable to delete pre-existing file: <full_path>.

The file system could not delete the specified file from the destination. Before downloading an asset to a particular location, the tool deletes any item with the same name that exists from a previous export attempt.

This error typically occurs when another application has the file open. Close any application locking the file.

Unable to find folder: <path>.

The destination for the selected request is no longer available. This error typically occurs if the network share or removable drive storing the exported data is no longer accessible. Reattach or remount the original destination.