Issue/Symptom/Question

When attempting to generate a document within PENTA, the user is receiving the below error message:

Error

Failed to connect to OnBase. Reason Unknown

Applies To

• PENTA for Windows
• Document Generation

Resolution/Fix/Answer

There are several possible outcomes for this error message.

• The user's OnBase Account is locked
• The user changed their OnBase Password in OnBase and as a result their stored onbase_password in PFW is different than what they are logging in as in OnBase
• This error message can occur when the document the user is trying to create has not yet been created/made available in the database. Please confirm the document template exists in the database you are attempting to generate the document in.

If you continue experiencing this problem please submit a Service Desk ticket and reference this article.  Please provide the following information in your Service Desk ticket:

• Error information
• User Id
• Database
• Name of the PENTA window you are in while attempting to generate the document