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Support Overview Technical Support
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Frequently Asked QuestionsDocVueQ. Can the order of the items seen on the search/search results screen change?A. DocVue is customizable, however, the request for reordering of the results screen should be forwarded to your DocVue Administrator for consideration. Q. What if I forget my user name/password? A. If the user has forgotten his/her username and password, the DocVue Administrator can recover the user name from the DocVue Administration Client. However, the administrator will need to input a new value for the password. Q. When I try to login to DocVue, the browser displays that the "Page Cannot Be Displayed". Why is this happening? A. Traditionally, when the "Page Cannot Be Displayed" message appears in your browser, it means that either the Tomcat Server or the DocVue Server or a combination of the two has gone down. Contact your DocVue Administrator to report the problem. Q. "Details". What does this do? A. The Details link on the DocVue Web Client Search Results Page specifies the index information for a particular document. Q. The system keeps on logging me out. Why does this happen? A. The default timeout for a web client user is 600 seconds (10 minutes). If the DocVue web client detects inactivity in this timeframe, the user will be automatically logged out. The user may simply close his/her browser and login to the web client to resume. Q. The message "All licenses are in use. Please try again in 5 minutes", or "Login failed. Please try again." keeps on appearing? A. This message will appear when the number of users using the DocVue Web Client exceeds the number of licenses allocated. The user is recommended to wait five minutes before trying to access the DocVue Web Client again. Q. The message "No Documents Found" has appeared for several of my searches. A. The "No Documents Found" message appears when DocVue cannot find the document based on the search criteria given.
A. The message "Connection Dropped" is a DocVue Heavy Client specific error message. The two possibilities for this message; either the DocVue Server was shut down or the physical server was rebooted. Contact the DocVue Administrator to report the problem. Q. The message "Socket Connection Error" appears when I click the Full Circle Systems icon (Heavy Client). A. The "Socket Connection Error" is a DocVue Heavy Client Message. This message appears when the Heavy Client is unable to "talk" to the DocVue Server. There are several possibilities for this message; either the DocVue Server was shut down or the physical server was rebooted. Additionally, the IP address may have changed or the server name may have changed. Q. The Document does not launch when the image is selected. A. A probable cause of this is the inability of DocVue to find the Java Plug-in. Check to see if the correct "Java Plug-In" (Java Plug-in 1.3.1_03) is installed on the users workstation. To check for this, you can either check the "Add/Remove Programs" in the Control Panel or go to the "Start/Settings/Control Panel", and look for the "Java Plug-in 1.3.1_03" icon. Q. I am unable to publish documents to DocVue. A. Ensure the user has the correct DocVue Security level to publish documents. Users with security levels 1 - 3 have the ability to publish documents to DocVue. Q. When I try to launch the DocVue Administration Client, I get a connection error message. A. The connection error message appears when the DocVue Administration Client cannot "talk" to the DocVue Administration Server. Ensure the DocVue Administration Server is turned on before the DocVue Administration Client. Q. I get a "scan configuration error" when I try to scan publish documents to DocVue. What does this mean?A. This error message appears when the indexes that were released by Ascent Capture don’t match with the custom columns in DocVue. Ensure that the spelling of the indexes is the same as the custom columns (case sensitive) and the order of the indexes is the same as the custom columns. Q. I get a "Run Time" error when I try to login to the DocVue Web Client. What does this error message mean? A. The DocVue Web Client requires the use of Internet Explorer 5.5 or higher. Contact your System Administrator to install a higher version of Internet Explorer on the workstation. Q. I get a "Scan Configuration File Not Present" error message when I try to scan publish documents. What does this mean? A. This error message is an indication that DocVue cannot see the "scan.cfg" file. By default, DocVue knows to look in the ScanPublishFiles directory on the main hard drive (C:) for the scan configuration file. Additionally, ensure the drive is not locked. Q. When I’m in the DocVue Web Client search page, I see all these search fields that I never use. How do I get to the page that has just the search fields that I will use? A. The search page that you are seeing is the "Default" search page. If you click the "Search Profiles" drop down arrow at the top of the interface you should be given the choice of "Default" or a customized search page that was given a unique name by your DocVue Administrator. Q. In the DocVue Web Client Search Results page, can I view more than 10 results at a time? A. This is customizable as per the users preference. To change this setting, navigate to the "Preferences" link at the top of the interface. Within "Preferences" the user is able to choose how many search results he/she would like to display on a single page at any one time. Q. I see this document in DocVue that has the wrong index information assigned to it. Can I change these values? A. Yes, the values that are assigned to a document(s) are updateable. In order to update a document, you must be logged into the DocVue Heavy Client with appropriate permissions (Level 1, 2, 3). Choose the "Update View" button at the bottom of the interface, update one or all of the rows for that document and choose the "Update" button at the top of the interface. Q. I see a document in DocVue that shouldn’t be in there at all. Can I delete this document? A. Yes, documents within DocVue can be deleted. Simply select the "Delete View" button at the bottom of the interface, click on the row(s) that you want to delete and click the "Delete" button at the top of the interface. Q. In the "DocVue Search Results" page, all of the index values associated with the documents are to close together and it’s hard to read. How can I see a more organized view of the index values? A. There is a "Details" link located to the right of the page icon. When the "Details" link is selected, the index values that were input for that document will be listed in an organized format. Ascent CaptureQ. What if I forget my username/password?A. Advise the Ascent Capture Administrator of the problem. The administrator will then launch the Ascent Capture Administration module to verify the username and re-input the password for the user. Q. I can’t scan. A.
A. Ensure that the scan operator has the "ScanPublishFiles" directory with the correct scan configuration file (Scan Publish) or import configuration file (Import) contained within. The scan configuration file/import configuration file has to match the index information in Ascent Capture as well as the custom column information in DocVue. The "ScanPublishFiles" directory has to be present on the scan stations local hard drive (C:) with the correct scan configuration file/import configuration file contained. Additionally, ensure the drive that contains the ScanPublishFiles directory is not locked. Q. When I launch the scan module, it always chooses "Software Import" instead of my physical scanner. How can I change this? A. This happens when the Software Import is specified as the default source. This can easily be changed by navigating to the control panel of the workstation and choose "KSM (32-bit)". Navigate through the prompts and set the scanner as the default source. Q. The scanner keeps on scanning both sides of the documents. How do I turn this off? A. This is a simple setting within the Ascent Capture Scan Module. In the Scan Module, navigate to the "Scan/Properties" dialog box. Choose "Simplex", which means single sided scanning. Choose the "OK" button. After the "OK" button has been depressed, navigate to the "Scan/Scanner Profiles/Save" to save the setting to the batch class that is about to be scanned. Repeat this process for every other batch class that requires simplex scanning. Follow the above process if the requirement is for "duplex" (double sided) scanning. Q. When I scan documents, the Kofax Separator Sheets are not recognized. A. This is a symptom of the Kofax Header Sheet not being setup properly or not scanned in the correct way (i.e. Landscape, Portrait). Ensure that the settings are correct in the Kofax Separator Sheet Utility. Also ensure that Kofax Separator sheets are chosen in the Administration Module "Batch Class Properties Separation and Form Identification" dialog box. Q. I just made some changes to my batch class; however, the changes don’t seem to be permanent. How can I make these changes and make them last? A. After any changes are made to a batch class, the batch class must be published in order for the changes to be permanent. Q. The OCR zones are not zooming into the correct places on the document. Why is this not happening? A. OCR zones are programmed to look in the same place(s) on a document based on a sample page. Check to see that the document is the same as the sample page in the Ascent Capture Administration Module. Also check to see the alignment of the text is the same as the sample page as well as the orientation of the document (portrait/landscape). Fujitsu ScannersQ. I can’t scan.A. The scan operator should be asked:
A. Dust or possibly a scratch on the LCD can cause the vertical lines that appear on the scanned image. Clean the LCD as directed in the cleaning kit instructions and rescan the document. Q. Why does my scanner feed multiple sheets through the automatic document feeder? A. The most common cause for this type of error is buildup of dirt on the feed rollers in the ADF. The first step to correcting the problem is to go through the ADF cleaning procedure. If the problem continues, your pad assembly may be worn and need replacement. This is considered a consumable item on the scanner and will require periodic replacement. The life of the pad assembly will vary depending on the type of documents you are scanning. Q. When I load paper into the ADF (Automatic Document Feeder) it won’t feed through. Why is this happening? A. Pages will not go through the ADF if the pick roller is broken or worn down. Replace the pick roller to fix this problem. Q. I get an error message when I try to scan; it says "No Devices Found". What does this mean? A. The "No Devices Found" error message occurs when the scanner cannot "talk" to the computer. Ensure the SCSI cables are securely fastened. Be sure to listen for an audible sound of the scanner engaging with the computer when it is rebooted. Also watch the monitor to ensure the SCSI ID and scanner is identified. Q. I get an error message that tells me that the scanner is out of paper, yet I have paper loaded in the ADF. A. Depending on the make and model of the Fujitsu scanner, most scanners have sensor arms that detect paper in the ADF. The number of sensors will depend on the make and model of the scanner; most scanners will have between five and eight sensor arms. To check to see if the sensor arms are intact. Examine the under side of the ADF, you will note black pieces of plastic that hang down and thusly come in contact with the documents. If any of these sensor arms are broken, the scanner will not detect if documents are in the ADF. Q. My endorser is not working with Ascent Capture. A. Within the Batch Class properties, ensure the "Endorsing Enabled'" check box is selected. Q. There is a horizontal black line that appears at the bottom of the image when using VRS. How do I get rid of this black line? A. To delete the horizontal black line that appears at the bottom of the image, navigate to:
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