Documents Don’t Appear in OnBase


A 3rd party document processing system exports finished batches to OnBase for import, indexing, and storage. However, there are a few factors that can impact OnBase’s ability to import these documents.

When troubleshooting the import process for OnBase, it’s important to know how documents are coming in. Some solutions implement COLD, custom importers, or utilize a scan queue to manually import documents. This article is for troubleshooting the Document Import Processor (DIP).

Steps to Troubleshoot

When investigating and correcting an issue with DIP, it’s best to check four key areas at the start as most issues will fall into one of these areas. Here’s the four areas to check:

  1. Watch Folder
  2. Service
  3. Schedule
  4. DIP (incomplete process)

The exact order in which you check these can be adjusted to suit your processes. However, this is the general order in which you can quickly investigate DIP.

Watch Folder

Before a document is imported into OnBase, it is typically prepared by another document processing system and exported. The location of where the exported documents are kept is very important, as well as what is exported. A typical set up is to have a dedicated DIP watch folder for images and index text documents to be placed within.

The index text document will contain information in a CSV format about the accompanying image, such as employee name, bank number, or date received.

If this location has changed, then it’s possible that DIP hasn’t been updated, and is attempting to access an outdated location. You can check the setup within the OnBase Configuration.


Once you know where DIP is pointing, browse out to the referenced location using your file browser. If you see several objects there, then you will want to check the file type in the DIP Process Setting’s Default File Name.

If there are no objects within that folder to process, then you will want to check the export process from the other system to ensure they’re being uploaded to the correct location, or that DIP is pointing to the right spot.

Lastly, you will want to check that there are user permissions set up with read, write, and modify access for the watch folder. Whenever DIP runs into an issue, it will want to move the document to process to an ERROR_FILES sub-directory.


When DIP runs, it’s typically through a Windows Service. This service can either be for DIP itself, or named for the scheduled process that runs DIP.

If a specific name is given for the scheduled process to run, you will see that under the Schedule Management within the Thick Client (located under the Processing drop-down menu). There will be a checkbox for Specific Process Instance and an associated textbox to provide a name.


When you locate the service, ensure that it is running. If it is, and you’ve verified documents are waiting to be processed, restart this service in case it has hung.

The final thing to check with the service is that the account running the service has sufficient permissions to access the watched folder.


If there are no schedules configured within the Schedule Management, you will want to get one configured. These schedules dictate when DIP and a few other processes run. If your business processes large, high-detail documents in high volume, it may benefit to have this schedule run overnight to reduce potential performance hits to OnBase.

After a schedule has been confirmed or configured, check that it is or has run. This can be checked within the DIP Queue, also located within the Thick Client. The Scheduled Processes tab will display what schedules are enabled, their status, and when they last processed.

If a schedule hasn’t processed within the configured timeframe, then you can either trigger it to “Run Now” within the Schedule Management, or you can try restarting the DIP service in case it has hung.

DIP (Incomplete Process)

After we’ve checked that there are documents to be processed, the service is running, and there is a schedule that’s configured and attempting to process, we’ll want to check if there are any errors stopping documents from coming in.

We can check what batches have been processed by DIP within the DIP Queue. There are three tabs that can aid in our investigation:

  • Incomplete Process
  • Awaiting Commit
  • Committed

All batches will have a verification report associated with details on the batch. These reports can be accessed by right-clicking the batch in question and selecting Verification Report. Within these reports you will find how many and what documents were processed. You will also see any errors or warnings that may have prevented the document from coming in.

Only documents that have erred will be prevented from importing. You will want to investigate the error message, correct the issue, and attempt to reprocess the document. Otherwise, the document should be available for retrieval.

If a document needs to be reprocessed, it should be placed within an ERROR_FILES subdirectory. Simply move the documents back into the parent folder and wait for the scheduled process to have DIP reattempt to import the document again.

Next Steps

If you’ve checked each of these areas and documents are still not appearing to import into OnBase, reach out to your first line of support for additional troubleshooting.

Additional Resources

OnBase DIP Troubleshooting training (Requires a Premium Subscription)

Hyland OnBase Community

DoxTek Support

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