Who is this article for?

All Ideagen Quality Management On-Premise Admins and IT with appropriate permissions.

Ideagen Quality Management site and Web Server accessis needed.

On-Permise customers may experience an issue where the Documents Tree view is grayed out. 

To make troubleshooting this issue easier to learn, this article is split into three sections so that you can either walk through the steps in sequence or you can jump to the section relevant to what you are finding:

1. Issue Experienced
2. Resolution
3. Further Reading

1. Issue Experienced

This section will explain what occurs when the customer is experiencing the issue.

The customer will have noticed that upon opening the documents tree all the text is grayed out.

2. Resolution 

This section will provide the resolution for the grayed-out documents tree. 

The on-premise customer affected had several sites and they were able to compare the documents tree code using the Developers Console. It was noted that the site that was grayed-out had differences in the Tree-View Class.

Working with our Engineering Team, we were able to find that there was a conflict with the temporary ASP.NET files and the Ideagen Quality Management files. To resolve this:

1. Open a new File Explorer window and go to the following path: C:\Windows\Microsoft.Net\Framework64\v4.0.30319\Temporary ASP.NET 
2. Highlight all the files in the Temporary ASP.NET location and delete them. 
3. Restart the Ideagen Quality Management Service in Services. (The options for restart are on the left-hand side of the window when the Ideagen Quality Management Service has been highlighted.)
4. Restart the Ideagen Quality Management website in IIS. This can be done by highlighting Ideagen Quality Management under Sites and clicking Restart in the Manage Website options on the right-hand side. 

3. Further Reading

This section will provide important links to further troubleshooting and resources. 

1. External Article - details on similar issues with the ASP.NET files.