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This article applies to:

  • Product: GoFileRoom

Troubleshooting File Importer

Scenario

You may notice that files are not being uploaded from the File Importer Service into GoFileRoom or one of your firm's GoFileRoom administrators may receive an email that contains an error from the service.

Solution

There are a number of situations that can cause File Importer Utility errors. The items below will help facilitate troubleshooting the service.
important
Prior to performing any troubleshooting steps on this utility, it is strongly recommended to create a backup copy of the File Importer directory
C:\Program Files (x86)\GoFileRoom\GFRFileImporter
 due to custom configurations and scripts that would be time-consuming to restore if lost.
  • If an Administrator has received an email message, review the error emails to see an explanation of the error.
  • In the
    C:\Program Files (x86)\GoFileRoom\GFRFileImporter\Logs
     folder look for detailed error messages related to importing files. You can also look for logs that contain “successfully imported” messages to confirm the last time the service worked successfully.
  • Monitor the folder the File Importer Service is set to import PDF files from. Check for files that have been renamed to
    ERR_*
    .
  • Complete the GoFileRoom Setup Checklist on the server using the account running the service. Make sure under View Browser Requirements the MSXML item says Yes.
  • Make sure the following TLS registry settings are in place on the machine where the File Importer service is running.
    • HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\.NETFramework\v4.0.30319
    • "SchUseStrongCrypto"=dword:00000001
    • HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\.NETFramework\v4.0.30319
    • "SchUseStrongCrypto"=dword:00000001
  • Re-start the File Importer service and verify whether the issue is resolved.
  • Ensure network connectivity on the machine where the File Importer service is installed.
  • Verify the Client Number included in the PDF file exists in the Add Documents Lookup List within GoFileRoom.
  • Check the Log On tab of the service properties. Verify the credentials being used have sufficient privileges to run the service. If logging on as local system account, make sure the
    allow service to interact with desktop
     option is selected.
  • Specific formatting of the PDF file name is required in order for the service to successfully parse the required data from that file name. Any deviation from the default file naming convention or the convention handled in a customized script will cause the file to error. Any changes to the naming convention must be accompanied by corresponding changes to the script in order to handle the new file naming successfully.
  • Navigate to the
    C:\Program Files (x86)\GoFileRoom\GFRFileImporter
     folder. Right-click the
    GFRFileImporterConfiguration.exe
     file and choose
    Run as administrator
    . Verify the information included on each tab is correct and complete.

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