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Troubleshoot

Troubleshoot Upload Documents service files in UploadDocuments folder but not in Process folder

Follow these steps if you see scanned documents in the UploadDocument folder but not the Process folder when using the GoFileRoom Upload Documents service. You might receive a Scanned Service Alert email.
  1. Open the following folder based on your version of Windows:
    • 32-bit:
      C:\Program Files\GoFileRoom\GFRUploadDocuments\
    • 64-bit:
      C:\Program Files (x86)\GoFileRoom\GFRUploadDocuments\
  2. Open the most recent log file. If there aren't any recent entries, follow these steps:
    1. Go back to the
      GFRUploadDocuments
       and open
      GFRUploadDocuments.ini
       with Windows Notepad.
    2. Change the
      LogFile
       value to
      1
      .
    3. Open Windows Control Panel and select
      System and Security
      .
    4. Select
      Administrative Tools
      .
    5. Select
      Services
      .
    6. Right-click
      GoFileRoom Upload Documents
       and select
      Start
      .
    7. Review the most recent log file again.
  3. If there's a record of a file being found but not processed, open the following folder based on your version of Windows.
    • C:\Windows\System32
    • C:\Windows\SYSWOW64
    1. Rename
      msxml6.dll
      ,
      msxml6a.dll
      , and
      msxml6r.dll
       by changing the extension from
      .dll
       to
      .OLD
      .
  4. Open Windows Control Panel and select
    User Accounts
    .
  5. Select
    User Accounts
     again, then
    Change User Account Control
    .
  6. Make sure that Windows User Account Control is turned off or at its lowest settings.
  7. Go to
    www.gofileroom.com
    .
  8. Select
    View browser requirements
     and make sure that your computer meets the requirements.
  9. Follow these steps to restart the Upload Documents service:
    1. Open Windows Control Panel.
    2. Select
      System and Security
      .
    3. Select
      Administrative Tools
      , then
      Services
      .
    4. Right-click
      GoFileRoom Upload Documents
       and select
      Start
      .
  10. Open the following folder based on your version of Windows and wait until all the files disappear as they're processed.
    • 32-bit:
      C:\Program Files\GoFileRoom\GFRUploadDocuments\UploadDocuments
    • 64-bit:
      C:\Program Files\GoFileRoom\GFRUploadDocuments\UploadDocuments
  11. Use the Document Tracking report to make sure that the documents have a
    Filed
     status.
  12. Open
    GFRUploadDocuments.ini
     and change the
    LogFile
     value from
    1
     to
    0
    .
  13. Save and close
    GFRUploadDocuments.ini
    .

This article applies to:

  • Product: GoFileRoom
  • Subject: Documents

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