Troubleshooting

Commonly Issues

Dell T320/330 Critical Memory Failure
ISSUE: Current model Dell tower servers will inconsistently get a false positive memory failure. RESOLUTION: First try completely unplugging the server ...
Thu, 12 Oct, 2017 at 12:00 PM
My Scanner has Disappeared or Other Client Service Issues
Often times when a user logs into multiple PCs, we see a problem where users are no longer able to scan or use other important functions. This is because th...
Wed, 30 May, 2018 at 8:58 AM
My direct scan button needs to be pressed twice in order to open doc
This is an issue that involves having to press the direct scan button twice in order to open up that document 1. Open Windows Explorer by clicking the i...
Thu, 1 Mar, 2018 at 10:31 AM
My Docstar client is not connected
Have you been able to scan, but suddenly can't? Are you seeing the following message under the capture tab? More than likely this is due to the u...
Mon, 4 Jun, 2018 at 3:43 PM
My Docstar client is disconnected
Can you not scan and see the alert that the Docstar client is disconnected? More than likely this is caused when another user is logged into the...
Wed, 8 Aug, 2018 at 8:56 AM
Accidentally Deleted a Document
Description: User has deleted a document that needs to be recovered. Anyone with an Administration right can assist with getting them back. Software Ver...
Mon, 26 Mar, 2018 at 9:55 AM
"Unable to communicate with the indexing engine on the server. Please contact support."
Description: This error appears when the Apache Tomcat is referencing an older version of Java.  Software Version: 16.x+ The TOMCAT engine runs on y...
Tue, 12 Jun, 2018 at 2:54 PM
Eclipse Client Needs to be Updated
When the Eclipse product is updated, it's necessary to update the client service as well. If the Client Service application isn't updated, you can...
Mon, 9 Apr, 2018 at 10:16 AM
Error when Sending an Email to Eclipse
Description:  Software Version: 17.20.xxxxx Note: Admins with rights to edit users and security groups will be able to follow these instruction...
Mon, 9 Apr, 2018 at 4:52 PM
Can't find my recently scanned items
Description: Did you forget to submit your scans for workflow and now you can't find them? Or Processed something but can't find it?  Software...
Thu, 12 Apr, 2018 at 3:41 PM