Support

Listed below are common problem resolutions:

eCollector Server

Please contact Granite Legal Systems for support information related to the eCollector Enterprise application.

eCollector Portable 

Hardware related Issues:

What if my USB hard drive does not get recognized when I plug it in?

▪      Try a different USB port.

▪      If that fails

▪      Go to "My Computer" and right click. Select "Manage"

▪      Select "Disk Management".

▪      Find and select the device from the list of devices by placing the focus on the device.

▪      "Right Click" choose "Change Drive Letters and Path" and follow the prompts to complete the drive letter assignment.

What USB drives would you recommend?

▪      We have had good experiences with Western Digital USB 2.0 drives.  These drives are physically small, available in sizes up to 160gb, do not require an external power supply and have proven to be durable.  However, any USB 2.0 drive should work.

Can I collect files without an external hard drive?

▪      Yes. Have the network administrator contact Granite Legal Systems for support and details.

Can I use an external hard drive that is not a USB device?

▪      Yes. Contact your network administrator for assistance prior to loading eCollector Portable.

Can I collect files to my workstation?

▪      Yes. Have the network administrator contact Granite Legal Systems for support and details.

Recovery related Issues:

What if my collection stops before it completes?

▪      If the file list is displayed on in the "File Display Pane" then "right-click" on the pane and export the file list to a temporary data file (this list represents all the files remaining to be collected). The default location of the export will be to the external hard drive e.g., (E:\eCollectorPortable\FileList.txt) with a filename of FileList.txt. Restart eCollector Portable and select the project ID and respective custodian. Use the "File List TAB" option to collect; Click on the "Choose input file" button and navigate to the location on your external hard drive for the "FileList.txt" file. Select the file and click "GO". The collection will resume from the first file listed in the FileList.txt file.

What if my workstation goes down while I'm collecting?

▪      If the station locks up and you cannot right click on the "File Display Pane" to export the remaining file listing then your only option will be to restart the eCollector Portable application and repeat the selection of the directories and files for the given Custodian and re-submit them. The aggregation process on the server will de-duplicate the files and they will be logged as duplicates in the system.

What if the network goes down while collecting network based files?

▪      The collection process will complete.  Network based files that were not successfully captured due to the network outage will remain displayed within the File List pane.  Resolve the network connection issue and Submit the files again.

What happens if I collect files twice?

▪      The aggregation process on the server will de-duplicate and log the files as duplicates.

What if my External Hard Drive runs out of space in the middle of a collection?

▪      Do not close the eCollector Portable application. Since the external hard drive is full you will have to complete a few steps prior to exporting the file list from eCollector interface.

▪      Go to windows explorer and navigate to the external hard drive.

▪      Locate and delete the Help Directory e.g., (E:\eCollectorPortable\help_files\) from the External Hard Drive. This will create additional storage space on the drive.

▪      Should a FileList.txt file already exist on the external hard drive e.g., (E:\eCollectorPortable\FileList.txt) you can delete the file to create additional storage space on the hard-drive.

▪      After these two steps are completed and there's available space on the hard drive, "Right Click" on the "File Display Pane" of eCollector and export the new FileList.txt file.

▪      Copy the FileList.txt file to a new hard drive with available space and do the following steps:

▪      Copy the FileList.txt file onto the new external hard drive under (E:\eCollectorPortable\)

▪      Launch eCollector Portable and select the Project ID, the respective Custodian ID and click SAVE.

▪      Select the "FILE LIST" TAB.

▪      Click the "Choose input file" and navigate to "E:\eCollectorPortable\" and select the FileList.txt file.

▪      Click "GO" and the collection will resume with the first uncollected file from the original file list.

Custodian related issues:

Can I add Custodians during the collection process?

▪      Yes, Custodians can be added on the fly in eCollector Portable. The ONLY stipulation is that you must enter all required fields in the "Setting Display" (Username, First Name, Last Name, Department, Email, Telephone, Office No. and Site).

Can I collect files if I do not have all of the information for a new Custodian that I am adding?

▪      No. eCollector will allow adding new Custodians on the fly ONLY if ALL required information is entered in the Settings Display.

What if I submit files for a Custodian using an incorrect CustodianID?

▪      Contact Granite Legal Systems support and we will provide troubleshooting services to correct the error. DO NOT Aggregate the hard drive data to an eCollector Enterprise server until this problem has been resolved.

What if I use a CustodianID that does not exist or is not registered to the Project in the eCollector Enterprise Server?

▪      Notify your Administrator and keep a log of the directory(s) structure that contains this error. If this oversight was not detected by the user, it will get registered in the error log of the eCollector Server and will require special handling to correct.

 What if I Collect a Custodian using an incorrect CustodianID that already exists for the Project?

▪      Contact your Administrator and keep a log of the directory(s) that were collected under this CustodianID. DO NOT Aggregate the hard drive data to an eCollector Enterprise server until this problem has been resolved.  If the oversight is not caught during the Aggregation process, the files will be processed and referenced under the incorrect Custodian. Contact Granite Legal Systems Support for assistance.

General Questions:

Can I launch eCollector portable and start collecting files with only a Project ID?

▪      Yes. However, you must have a complete list of CustodianIDs, respective names and either

▪      All relevant details that are required to be entered into the respective Custodian Fields in the "Custodian Details" display or

▪      The numeric CustodianID values for the Custodians. Be advised that if collecting under scenario #2 the user must NOTIFY the project administrator so that all information is updated on the Enterprise Server prior to any Aggregation processing on the Server.

 How do I know which files or Custodians have been collected and which files still need to be collected?

▪      To manually track which Custodians have been collected we recommend using an Excel spreadsheet as a collection log that references all Custodians and update the log as custodian files are collected.

▪      While using eCollector Portable all files and directories that have been collected will be highlighted in green for the current instance of an eCollector session. Any files that have been collected during the current session of eCollector will not be allowed to be recollected, a feature controlled by the application. But, once a session of eCollector Portable is closed and a new instance of eCollector Portable is re-started all references (green highlights) to previously collected files will be lost for the given Custodian. The worst case scenario would be that a user will have to collect the entire Custodian again to avoid any omissions. Any overlap in the collection will be de-duplicated during the server process.

What if there is no data displayed in the Project Name / ID field?

▪      This indicates that the ProjectDetails.xml file was not copied to the Data directory on the external hard drive in the eCollector Portable installation Data directory.

What if I have a Project ID but there is no data displayed in the Custodian Number or Custodian information pull down menus?

▪      This indicates that on the eCollector Enterprise server the Project ID was created but the Custodians were not added to the Project prior to exporting the Project Details information. Contact your project administrator for obtaining an updated ProjectDetails.xml file.

Is there a limit to the number of files I can submit at one time?

▪      No. The only limitation is the space on the external hard drive.

Can I remove files from the "FILE LIST DISPLAY PANE"?

▪      Yes. Highlight the lines of text on the "File List Display" Pane then press the Delete key. This does not delete the actual file; it only deletes the reference to the file in eCollector Portable.

Is there a limit to the individual file size of a file to be collected?

▪      No. The only limitation is space available on the external hard drive.

How can I keep track of files I have collected for a Specific Custodian?

▪      To keep track of the collection at the file level would be cumbersome and time consuming. We recommend using an Excel Spreadsheet to track at the Custodian level as they are collected. In the event that a Custodian has to be re-collected in its entirety, the re-selection process for a Custodian will take much less time than reviewing file level details in an attempt to ascertain which files were captured. Any duplicative file collections will be de-duplicated and logged at the server.

Are there any Pre-Requisites prior to running eCollector Portable?

▪      The Project MUST BE created in the eCollector Enterprise Server prior to collecting.

▪      All Custodians should be registered in the eCollector Enterprise Server.

▪      Export the ProjectDetails.xml file (this file contains all necessary references on the project and Custodians).

▪      Copy the ProjectDetails.xml file to the external hard drive under; (Drive:\eCollector_Portable\Data\).

▪      We suggest that users have reference to an Excel spreadsheet that contains: ProjectID, CustodianID, UserName, WorkstationName and e-Mail address for logging and tracking purposes.