Overview

While investigating the application logs to identify why a place cannot be deleted from your Jive community, you identified an error message similar to the following example that you suspect is related to the deletion attempt:

• 2019-04-10 14:46:52,096 [http-nio-127.0.0.1-9001-exec-11] [202173:1515273:REGULAR] ERROR com.jivesoftware.community.renderer.filter.ImageFilter - Could not load image at: https://testingjive.jivecommunity.com/servlet/JiveServlet/downloadImage/102-9729-6-39487/pastedImage_434.png for jiveObject: EntityDescriptor{objectID=9729, objectType=102}
  java.io.IOException: com.jivesoftware.community.ImageException: General Error

Solution

The error that causes this message is triggered whenever Jive accesses a content item in your community that has an invalid image reference. If these content items are in the place that is being deleted, these errors will prevent Jive from being able to successfully delete it.

If you are a Jive Cloud or Hosted customer, please provide the information listed here.

If you are an On-Premise customer, please follow the steps in these sections:

1. Identifying All The Instances of This Error Message That Are Related to The Deletion Attempt

2. Getting the Names of The Content Items

3. Removing The Content Items From The Place That is Being Deleted

<supportagent>

Support agents: 

If this is an On-Premise customer:

1. Create a table with two columns titled objectID and objectType in a spreadsheet editor like Microsoft Excel.
2. Ask the customer to provide you with this information if they haven't already.
3. Use your preferred text editor/log viewer to locate the error messages in the log files that contain the  "Could not load image at" string.
4. Review the timestamps of the error messages you located to see which ones match the deletion attempt time. Each unique error message will have a timestamp at the very beginning. In this example, the error message was recorded at 2019-04-10 14:46:52:
5. For each error message that you identify as being related to the deletion attempt:
   • Identify the values of the objectID and objectType in that error message. In this example, the objectID is 9729, and the objectType is 102: 

     

   • Record the objectID and objectType in the table you created in Step 1.
6. Provide the customer with the table you created, and ask them to follow the solution steps starting from Getting the Names of The Content Items.

If this is a Cloud or Hosted Customer: 

1. Create a table with two columns titled objectID and objectType in a spreadsheet editor like Microsoft Excel.
2. Use Rundeck to download the customer's logs for Jive Cloud customers, or the Jive Cloud Admin tool to download the log files for Hosted customers.
3. Ask the customer to provide you with this information if they haven't already.
4. Perform Steps 4 and 5 in the On-Premise steps above with the log files you downloaded.
5. Follow the steps in Getting the Names of The Content Items.

</supportagent>

Identifying All The Instances of This Error Message That Are Related to The Deletion Attempt

1. Create a table with two columns titled objectID and objectType in a spreadsheet editor like Microsoft Excel.
2. Confirm the deletion attempt time by checking in with the user who attempted to delete the place.
3. Log in to your Jive web servers through the command-line interface.
4. On each server, follow these steps:
   1. Run this command to switch to the jive user: sudo su - jive
   2. Run this command:
      • cat /usr/local/jive/var/logs/sbs.log* | grep "Could not load image at"
      • The output of this command will list all the instances of this error message that are in the application logs.
   3. Review the timestamps of the error messages in the output to see which ones match the deletion attempt time. Each unique error message will have a timestamp at the very beginning. In this example, the error message was recorded at 2019-04-10 14:46:52:
   4. For each error message that you identify as being related to the deletion attempt:
      • Identify the values of the objectID and objectType in that error message. In this example, the objectID is 9729, and the objectType is 102: 

        

      • Record the objectID and objectType in the table you created in Step 1.
   5. Move on to the next section.

Getting the Names of The Content Items

<supportagent>

Support agents:

For Jive Cloud and Hosted customers:

1. Create a list that will be used to store the names of the content items.
2. Use the Magic Query Tool to run the query in this section for each row of the objectID and objectType table that you creted earlier.
3. Provide the customer with the list of content names that you obtained, and ask them for approval to delete the items in that list from the place they are trying to delete. Once they provide approval:
   1. Log in to the Jive Cloud Admin tool.
   2. Locate the customer's instance by searching for it in the Customers section.
   3. Follow the steps in Removing The Content Items From The Place That is Being Deleted.

</supportagent>

Provide the table that you created in the previous section (or the one you were provided with by Jive Support) to your IT team, and ask them to:

1. Create a list that will be used to store the names of the content items.
2. Run the following query on your Jive application database for each row of the table that was provided, replacing <objectID> with the objectID in the row, and <objectType> with the objectType in the row:
   

   SELECT subject 
   FROM jivebrowsecnt 
   WHERE objectid = <objectID>;
   AND objecttype = <objectType>; 

   • Save the query result to the list:
     

Ask your IT team to provide you with the result list once they are done with the above steps, then move on to the next section.

Removing The Content Items From The Place That is Being Deleted

1. Browse to your community.
2. Browse to the place in Jive that can't be deleted.
3. For each row of the list that was provided to you by your IT team or Jive Support:
   1. Click on the Content tab, then type/paste in the value of the row inside the filter textbox:
   2. Click on the content item in the results that appear:
      
   3. Make a note as to whether the content item is a document or an uploaded file. A document or uploaded file will have "More documents" listed in the top right corner of the page:
   4. Click on the Delete action:
   5. Click on the Delete button that appears in the confirmation popup.
   6. If this content item was a document or an uploaded file (as noted in Step 3), follow the steps in this article to hard-delete it.

Testing

<supportagent>

Support agents:

For Jive Cloud and Hosted customers:

1. Ask the customer to attempt to delete the group/space again, and ask them to provide you with the deletion attempt time.
2. If the attempt is unsuccessful, continue investigating the logs for error messages that may be related to the deletion attempt.

</supportagent>

1. Browse to the Jive community.
2. Attempt to delete the place again.
3. If the place does not get deleted successfully, please file a support ticket with this information included.