Applies to: File classifier and office classifier


Issue:

"Unable to classify documents" or “Classifier is not showing in a specific Office application” or and Classifier no longer works correctly”



Solution:


1) Incorrect bit-type:

  • Email and Office Classifier should match the bit-type of Office installed. For example, an Office 2016 32-bit installation requires Email and Office Classifier 32-bit.
  • File Classifier is dependent on the Windows OS so you must match the bit-type of the OS. For example, a machine running a 64-bit OS will require File Classifier 64-bit.

2) Registry keys:

  • Registry keys that are not set in the correct location.
    Please refer to below location:
    HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Boldon James\ConfigManager
  • Missing registry keys or typos when creating registry keys.


3) Access to the Boldon James configuration:

  • Classifier will fail to load if the user does not have access to the central location where the Boldon James configuration is stored.


4) Plug-in Issues:


Please follow the mentioned steps below.

  • Check current "add-ins" in the affected application(s). This can be verified by opening the affected application and selecting File > Option > Add-ins.
  • If Classifier can be seen under Active Application Add-ins, the add-in is enabled and the problem is most likely related to the Classifier configuration.
  • If Classifier is shown under Inactive Application Add-ins, Classifier has been deactivated and must be reactivated by following the below mentioned steps.
    a) Classifier will also be put in a disabled state if the user that is logged in does not have “Read” access to the central location where the label configuration is stored.
    b) Add-in can be enabled manually using the COM Add-ins menu located under File > Options > Add-ins. Select COM Add-ins and click Go>>Tick the checkbox for Classifier and click OK.


In case, if all the above checks are in place and you are still experiencing any issues, please refer to the below steps to collect the necessary details regarding the issue and connect to Seclore Support.


Steps to Collect the required information and logs:


1)Steps to reproduce the issue including screenshots/video.


2) Sample Configuration.


A copy of the label configuration that is being used by the client machine. (This is located under %APPDATA% > Boldon James > Client Configuration)


3) Boldon James Support Tool output.

Click here to download the Boldon James Support Tool to identify any potential problems on the client machine and follow the below steps to collect the details needed for further troubleshooting.


a) On the System Information page please click the Export button on the bottom right of the screen and save the csv file.

b) On the Diagnose and Fix page If any errors please click the Export button on the bottom right of the screen and and save the csv file. 

c) On the Registry Page check the box " Collect all keys and areas " and then click the Export button on the bottom right of the screen and and save the csv file.


4) BJTrace logs:


Please refer below article.


BoldonJames Trace logs.


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