Knowledge Article Checkout fails to complete with many large attachments

[mgilbert42]

When our agent users attempt to create a draft from a KB article with very large attachments, the new draft record fails to properly setup Article Version on the .01 generated article.  Our attachment limit is 1GB max size but in this scenario, we have a KB with many 100-300MB sized attachments.  It is a patch type article where these attachments are important to provide solutions for our customer community.

By what I've tested, once the total size of attachments has reached around 1.5 - 2GB, the issue occurs.  The checkout action takes a very long time to complete and the end result can be seen in the attached screenshot - the article version fails to generate and be linked to the draft article.

Has anyone encountered this before?  Did you find a solution?  We have a HI ticket open for investigation but have yet to make any progress towards a solution.

[Hajar BENJAHHAR]

Hello @mgilbert42 , 

Please refer to this article KB0718101 

I hope you find this helpful!

Best regards, 

Hajar

[mgilbert42]

Hello Hajar, thank you for the link!  I've seen this actually and we're okay in the way of  size limits.  The main problem is the behavior of the checkout process.  I'll record the behavior soon from my PDI and provide that for better context.

[mgilbert42]

More information for anyone who might come across this... testing in my PDI with generic data but the same type of files (type ISO), you can see the attached video and the slow checkout/failure.  An interesting finding in working with SN support, this does NOT seem to occur with large text files.  So far I've only replicated with ISO files, they take an extreme amount of time to load and the checkout copy to the next draft article takes so long that the copy and article version generation fails.