Keywords: release locks, letter queue, images tab, locked
Summary
This article covers how locks work in Cloud 9 for the letter queue and images tab, why they appear, and how to release them when a document or image is locked and cannot be edited.
Note: If your error mentions a contract being edited by another user, this is a different issue. Please visit this link: Contract Adjustment Error.
About Locks
In the letter queue and the images tab within Cloud 9, there is a protection in place to prevent duplicate editing of a document or an image. If a user is importing or editing an image, a lock will be placed on that image for that user for their computer. If someone merges a letter and has the preview letter screen open, the letter queue will place a lock on the letter.
If the user has stepped away from the computer, the lock will remain in place. A user can only release the locks for their OWN computer or instances, not for other users.
In the letter queue, the lock will appear in the line item of the letter queue. Instead of a check box where you can click it to merge the letter, it will appear as a lock, shown in the screenshot below.
If a user has merged a letter and has the merged letter preview screen open, and stepped away from the computer, the letter will show locked in the letter queue. The person who locked it must release the locks by going to View > Release Locks to release their own computer and instance locks. Choose 'Computer', then click 'Ok' to release the locks. Then, Choose 'Instances' and click 'Ok' to release the locks.
In the images tab, when a user is editing an image layout or specific image and another user tries to edit it or import a new image, it will show that it is locked. The error will say, 'Unable to open Import Screen. Locked by (USER NAME) user on computer 'fbaa96cd-0817-9529-43b6-2dfa-1bf9e058.'
If you are the user that created the locks on the images you can go to View > Release locks for the computer ID that matches on the Error - Import Images screen. If you are not the user who locked the image, the original user must go and save the changes or release the lock from their login.
If you cannot determine the user who created the locks, and releasing the locks on your own login does not work, you can contact Cloud 9 Support and we can release all locks for your URL.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.