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Troubleshoot

Troubleshoot if Upload Documents service files are in both the UploadDocuments and Process folders

Follow these steps if scanned documents are in both the UploadDocuments and Process folders when using GoFileRoom Upload Documents service. You might receive a Scanned Service Alert email.
  1. Open Windows Control Panel.
  2. Select
    System and Security
    .
  3. Select
    Administrative Tools
    , then
    Services
    .
  4. Right-click
    GoFileRoom Upload Services
     and select
    Stop
    .
  5. Follow these steps if you receive a message that the service couldn't be stopped:
    1. Select
      OK
      .
    2. Open Windows Task Manager.
    3. Select the
      Processes
       tab, then right-click
      GFRUploadDocuments.exe
       and select
      End task
      .
  6. Open the following log folder based on your version of Windows:
    • 32-bit:
      C:\Program Files\GoFileRoom\GFRUploadDocuments\UploadDocuments\logs
    • 64-bit:
      C:\Program Files (x86)\GoFileRoom\GFRUploadDocuments\UploadDocuments\logs
  7. Open the most recent log file and review for lines containing
    Threat: Error in loading the xml file
    .
  8. Close the log file and go back to the UploadDocuments folder.
  9. Right-click on a file and select
    Edit
    .
  10. Note the Document ID on the first line of the file.
  11. Close and delete the file.
  12. Follow these steps to restart the GoFileRoom Upload Documents service:
    1. Open Windows Control Panel and select
      System and Security
      .
    2. Select
      Administrative Tools
      .
    3. Select
      Services
      .
    4. Right-click
      GoFileRoom Upload Documents
       and select
      Start
      .
  13. Follow these steps to process the PDF from the ScanFlow backup folder:
    1. Open the backup folder at
      C:\Users\\AppData\Roaming\GoFileRoom\GFRScanFlow
      .
    2. Open the PDF with the Document ID from the Scan Status Alert.
    3. Select
      Upload Batch to GoFileRoom
      .
    4. Select
      Use Document Tracking
      .
    5. Right-click the document to process and select
      Reset to Barcoded Status
      .
    6. Open Adobe Acrobat.
    7. In the Scanning Error window, select
      Try Again
      , then
      OK
      . The document will now be processed.
  14. Use the Document Tracking report to make sure that the documents have a
    Filed
     status.

This article applies to:

  • Product: GoFileRoom
  • Subject: Documents

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