Troubleshooting problems is often a game of information. The more information one can gather, the more likely a prompt resolution to the problem will be found. While we at DoxTek are more than happy to help with any issues that arise, often a little digging prior to calling into support can resolve the issue. Further, the information gathered will greatly assist the support engineer should you still need to contact us. In fact, much of the information suggested in the procedures below will be collected by the support engineer, and already having it can greatly speed up the troubleshooting process.
What follows is a subset of the troubleshooting procedures DoxTek uses when working on a new issue. Note that some steps require administrative access and/or knowledge of product administration.
- Gather relevant information
- Environment ID (eg. Kofax serial number found in the Kofax License Utility)
- Product Versions
- Major, minor, and build or affected components
- Server operating system version and bitness (32-bit or 64-bit)
- Workstation operating system version and bitness (32-bit or 64-bit)
- Scanner make and model (if a scanning issue)
- VRS or PaperStream IP version (if a scanning issue)
- Relevant components (Unity, DIP, Workflow, KTM, Capture Scan, etc...)
- Relevant Logs
- Windows Event Viewer
- Kofax server error log
- Kofax local error logs
- OnBase Diagnostics Console
- Must be running while reproducing the issue. Logs can be saved to an XML file.
- IIS Logs
- Special log files
- DoxTek applications may write a log to either C:\ProgramData\DoxTek or the installation folder in Program Files.
- OnBase Specific Tests
- Test the OnBase ODBC connection to the application server.
- Kofax Specific Tests
- License Utility (to confirm connectivity with the license server)
- DBUtil (to verify database connectivity)
- Affected Users
- How many users are affected?
- Is the problem intermittent or consistent?
- At what frequency does the problem occur?
- Note reproduction steps in detail
- When exactly does the problem occur?
- Did anything change?
- What were users doing at the time?
- What step in the process does the problem occur?
- Does the problem seem related to specific documents or is it global?
- Is the problem intermittent or consistently reproducible?
- Check connectivity between components
- Scanner to workstation.
- Workstation to web server.
- Workstation to capture server.
- Workstation to application server.
- Required network folder access.
- General network/internet connectivity
- Note any potential confounding external forces
- Antivirus software.
- Firewall rules.
- Recent software updates.
- Monitoring software (such as Nagios).
- Routine maintenance.
- Note any changes to affected machines between the time things worked and the time they stopped working.
- Ensure all required services are running on affected machines.
- Kofax services.
- Hyland/OnBase services.
- SQL services.
- IIS and related services.
- DoxTek services.
- RECI services.
- Gather information instead of guessing at the cause of an issue. Even if you've seen it before, the actual cause might be different.
- Reproduce the issue. If you cannot reproduce a problem, it's much harder to troubleshoot or ensure that the problem was fixed.
- Make one change at a time and then test. This ensures that changes are well documented and that two changes may not be conspiring to hide the problem rather than fix it.
- Document everything. This keeps things straight in your head and also helps anyone else who may be brought in to assist.
- Google is your friend. A quick web search can sometimes produce a solution quickly.
DoxTek Software Support
801-356-2230 option 2
Red Eagle Software Support
770-528-8050 option 3