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Update on Document Capturing Issues - 2/20/14

posted Feb 20, 2014, 12:35 PM by John Brown
As you are likely aware, since the upgrade to ImageNow 6.7 last August, we have been experiencing intermittent issues with documents being captured but failing to actually enter workflow. In these cases, documents would be scanned or printed into ImageNow, but would get stuck in what is known as the "Batch Processing Agent." With this issue, we have been able to correct it by restarting this agent and resubmitting the documents to the system. This prevented any data loss, but still caused an inconvenience to users expecting to see their documents enter workflow right away.

We are happy to report that after nearly six months of working with the vendor, Perceptive Software, we have finally found the cause for this problem. The Batch Agent mentioned above is failing to correctly "clean up" after itself, leaving a large number of temporary folders on the server. Once we reach a threshold of folders, the process starts to fail. This bug has been identified and the vendor is working on a solution that will be presented in a future update. In the interim, we here in UMS ITS are putting into place a plan to prevent this from happening again. Now that we know what the issue is, we can proactively track what is going on and take the necessary steps to prevent the failures we have been seeing.

We appreciate your patience as we have worked through this issue and are quite happy that we finally have a solution in place for you. Please let us know if you have any questions or concerns about this going forward.