Unable to access documents from knowledge store and project collaboration

Document ID : KB000097250
Last Modified Date : 13/06/2018
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Issue:
After a data refresh in our test system we are not able to get to documents from the knowledge store.  When we attempt to access a file, the system just hourglasses and hangs, and eventually times out throwing an error saying "Unable to get to this page".
Environment:
CA PPM (SaaS) - All Versions
Cause:
The command used by the SaaS ops team to do the Rsync of the filestore from Prod to the target environment was incorrect resulting in an improper directory structure. 

 
Resolution:
Contact CA Support to engage the PPM SaaS ops team to resync the filestore from the source to the target environment.  After the resync completed, the files will be in the proper directory structure, and will be accessible from PPM.