3.7 Known Problems

Issue/Problem

Resolution

1

Kofax stops working when the computer name is changed by IT staff.

Do not change the computer name unless absolutely necessary.  If you must rename the computer, Ascent Capture must be reinstalled and a new software license must be granted by the state.  

2

At the scan station PC, you receive an example of an error message:

The date on the license server has been rolled backwards.  You must either obtain a special activation code to address this situation or set the date back to the original date.  (11/11/2011 1/11/2011 0)

This error is usually causes by an operator messing with the Windows system date. This action will corrupt the software scanning license.

Click on Contact Us link below. With the assistance of a DHS staff person, follow these instructions:

1. At the central site, change the remote site profile to a value of 'none’.

2. At the Remote site (the PC attached to the scanner) stop the RSA Remote Synchronization Agent. The RSA is a program that is scheduled to send the scanned documents from a scan station to a server in Madison at regular intervals, usually every 10 minutes. Remote Synchronization Agent. The RSA is a program that is scheduled to send the scanned documents from a scan station to a server in Madison at regular intervals, usually every 10 minutes. and the following Ascent services:

   • Ascent Capture Service (licensing)

   • MSSQAL$AscentCapture

3. Follow the instructions in the ECF handbook at section 3.6.3.5 Begin Kofax 9 Installation (Standalone Installation).

4. The software installation process will detect the existence of the Kofax 9 installation and offer you the option to repair the software.

Follow the instructions steps to repair the software installation. If any errors are encountered during the software repair process notify DHS staff of the issue. Notify DHS staff when the software repair process has completed successfully.

5. At the central site, change the remote site profile to the appropriate value for the site.

6.  At the Remote Site, restart the RSA and the 2 services.

7. At the Remote Site, force a resynchronization on the RSA.

3

There is a problem with some applications that were ACCESS Tracking Numbers, then RFAs, and then merged with an open CARES Case.  In this situation, the documents can’t be searched by using the CARES Case Number.

Until this issue is resolved, you must search under ACCESS Tracking Number).

4

Error message "AcLicImp: Invalid volume dates." appears in the RSA.

See 3.8 Troubleshooting AcLicImp: Invalid volume dates error.

5

I re-imaged the scan PC from a backup copy and now the scanner doesn't work.

Re-imaging a PC with Kofax on it can cause date and timestamp related errors with the Kofax license.  Please click Contact Us for DHS to troubleshoot the problem.

I'm having problems viewing or manipulating documents in the CWW CARES Worker Web viewer, such as a grayed out document, documents loading slowly, difficulty reading the text on documents, or others.

Problems with the CWW Document Viewer Also known as the CWW Document Viewer - The part of the CARES Worker Web where a user can see and process customer scanned, faxed, or uploaded documents. Also, documents scanned in the agency using a Scan First batch class appear in the Document Viewer. are addressed in a Troubleshooting section of the Process Help 45.9.

I'm getting an error that my database is corrupt on the scan PC.

Run the Database Repair Utility on the scan PC.  You may lose any unprocessed batches.

1.  First, close the RSA and end the Kofax processes. You may need an IT person to do this for you. See 3.6.6.1 to do this. 

2. Go to C:\Program Files\Kofax\Capture\Bin and open the dbutil.exe file.

3. Click on the last  tab, “Repair and Compact”.  Choose “Select All” at the bottom and then choose “Repair.”