Listening to the Machine

I was chatting with Sophia Marchi, the director of sales for the Americas for BÖWE BELL + HOWELL Scanners at our recent Nexus event. She had just delivered a great break-out on scanner selection criteria and we started talking about how the users need to have input on scanner selection – they really know what they like and what works for them. Often, these aren’t the people consulted when purchase decisions are made, and it’s a shame. She related how at FedEx, there were 13 identical scanners deployed, and the staff had names them all – Annabelle, Karina, Chloe, Hannah, and so forth. Workers bonded with their machines, and would line up for their favorite – even to the point of coming in early to get their machine. Or switching to it the second in came available. Well what’s the attraction — they are all the same machines, right? Then I recalled my brother and I had the same Schwinn 2 speed bikes as kids, then in college we bought the exact same motorcycles (I stuck to silver, he to purple). 3K miles down the road, I’d borrow his bike. Felt a bit funny, compared to mine with the same mileage. Fast forward to when we had put over 45K miles – what a difference. Rider habits with braking, acceleration, maintenance, even storage – added up to make these bikes ride with distinct differences. I do remember mine being faster – I guess my throttle was used to more demands. It’s the same story with scanners. Properly maintained scanners – the ones that are doted on and listened to carefully – are bound to last longer with fewer unexpected breakdowns. Sophia learned from the users that with their favorite scanners, the operators can hear roller wear, hear double feeds, even hear the need for a cleaning. Scanning shops that listen to their operators, allowing them to use a particular machine when possible, and reward regular maintenance and cleaning will outperform shops that neglect these steps.

Peter Lang
ImageSource, Inc.

How To Perform Basic Web Troubleshooting for IPM Web

Web troubleshooting can be difficult and searching through Oracle Metalink to get information can be even worse.   I found this record in the Oracle Archives and thought it may help out other Acorde/Stellent/Oracle IPM/UCM users.  The following is a general guide for troubleshooting issues with the IPM Web service.  Hopefully reviewing the installation checklist and going through this troubleshooting guide will resolve most configuration issues with the web service.

Solution

Installation Phase

This phase encompasses all steps outlined in the install doc. If problems occur during or immediately following the installation, please review these steps:

1. How was the installation done?

At the console or through terminal services?

Terminal services has been known to cause serious issues in our installation of the web. It appears that when the install is done in this way, some files are not registered properly. Typically, you will see errors pointing to COM (login errors, plugin errors, etc.).

2. Were all the installation steps followed?

Check permissions, and verify that objects under the IBPMWeb and IBPMData folder all have the correct permissions. Reset all child objects under IBPMWeb and IBPMData. Make sure the correct web extensions are enabled.

3. Has the current problem been happening since the system was installed?

If yes, then you may need to review the install documentation.

4. Check the HKLM/Software/Optika/TRANSPORT/MANAGER_ADDRS

Make sure it points to the actual Request Broker machine (either the hostname or IP address). Also make sure the webserver can ping that address or hostname.

5. Is there a client or other services installed on the webserver?

If so, please understand that this is not a recommended configuration. In the event it is unavoidable, make sure that the services, (client and web) are all installed into the same location. For IPM web, the DLLs should be installed into C:\Program Files\Stellent\IBPM.

Startup Phase

This phase encompasses the process after installation or after an IISRESET.

1. Do the clients get the login screen?

If not, then we’re failing prior to getting all the ASP\DLLs loaded. Typically this points to either a permissions issue or a corruption in the IBPMWeb\OTInfrastructure\AcordeObjectHeaders folder. Delete all the files in that folder and do an IISRESET from a command prompt.

2. Can the user successfully login?

If not, this means that we are not getting a COM connection open to validate the user. Typically we will see a 29515 error appear stating we were not able to reach a service. In this case look at the permissions on the HKLM\Software\Optika registry key. Another item to look at is to make sure that if for some reason we have a client on the webserver that it is installed into the same folder as the IBPMWeb. Installing elsewhere will cause the web problems when it goes to register DLLs.

3. Is the error in the workcenter or elsewhere?

If after login we see an error on the workcenter, this points to an issue with the AcordeObjectHeaders folder. Rebuild that directory.

If the error happens in another window or frame then we’ll need to investigate those individually.

4. Is the client machine following a shortcut that points to a file below IBPMWeb?

In the past we have seen issues where a client will follow a shortcut that they created when at the login screen of the IPM Web. Doing so causes certain startup processes to be bypassed and can cause problems later because they may be using outdated connection information or other bad data that can cause varied problems.

Post Startup Phase

This phase encompasses any issues that occur after a successful installation and login. These errors typically come from problems with COM or from the connection to the backend servers. If these errors occur after an upgrade to the OS then check to make sure that any firewall or antivirus changes have been deactivated temporarily until we can determine if one of them is the cause.

Plug-in related Problems

For issues related to the plugin, look at the following:

1. Does the Messenger virtual directory contain an ISAPIMsgr.dll?

If not, then the Messenger virtual directory is pointed to the wrong location. Delete and re-create the Messenger virtual directory and point it at C:\Program Files\Stellent\IBPM

2. Does IUSR/IWAM have full control to the IBPMData folder?

If not, correct the security settings and then reset all child objects on that directory.

3. Are the users accessing the web with the hostname or IP address?

If they are using the hostname, you may want to adjust the Web Settings so that it uses hostname over IP (Login with a Web Administrator, click Administration -> Choose Web Settings -> Change the first section to use hostname and specify hostname.domain.com in the text box->Save the settings.)

4. Is there a proxy between the clients and the webserver?

If so, use the explanation for #3 and change the setting to hostname.

5. Are we seeing a *.opt file get created in the IBPMData\IBPMSessionData\<sessionid> folder?

If so, is the file larger than 4k? If so, open the file in a test editor and see what the message is. If it is larger than 4k we can assume that the images are getting to the webserver from export. This would indicate an issue with the plugin loading the image from IBPMData.

6. Check the IIS log and see if ISAPIMsgr.dll is listed as being accessed.

The log can be found at C:\Windows(orWINNT)\System32\LogFiles\W3SVC(number of website)\ and will be named after the date in which it was created. This file is helpful in troubleshooting different problems when you need to see if certain items are being requested from the web server.

How to do a complete uninstall of the IPM Web:

1. Use Add/Remove Programs to uninstall the web

2. Delete the Program Files\Stellent folder

3. Open Regedit and delete HKLM\Software\Optika and HKEY_CURRENT_USER\Software\Optika

4. Remove the entries in the IIS Administrator for IBPMWeb, IBPMData and Messenger virtual Directories.

When all else fails…

o When all else fails, get another machine and install the web on it temporarily. Does it exhibit the same issues?

o Was the web installed via Terminal Services? If so, re-install from the console.

o Was the IPMWeb uninstalled and re-installed, or just updated over the older version?

o Was the web installed over a network share? If so, try installing from the CDROM.

If you are still unable to resolve the issue, get the following information:

1. What OS version and service pack does the webserver have installed?

2. Does the webserver also have other applications installed (besides IBPMWeb) and are they running under the same website?

3. What version of IBPMWeb are they installing/using and does that version match the backend IPM servers?

4. Is the customer using custom web applications? Were these recently implemented or altered?

5. Does the customer have Antivirus scanning the IBPMWeb and IBPMData folders? If so, have them exclude these directories for the real time scan.

6. What version of IE is installed on the clients?

7. What version of the J2RE is installed on the clients?

8. How many users are accessing the IBPMWeb at any given time?

9. How much RAM is installed, and how fast are the CPUs along with how machine CPUs are present.

10. Enable IBPMWeb logging. Login into the web with a user which has been granted the Web Administrator Policy; Click Administration; Choose Web Defaults; Check m_AcordeWebLogging; Save, and do an IISRESET. A log will be produced at the root of C drive called AcordeWeb<date>.log. After the error is reproduced and a log is created, turn web logging back off because logging is not thread safe. Supply this log to ImageSource tech support and it will be analyzed for it any info it can provide.

Leigh Woody
Program Manager
ImageSource, Inc.

Tuning ECM Capture Systems – Is It Optional?

Recognizing forms and then performing successful OCR and ICR is a result of careful planning.   Then comes plenty of testing during development, exploiting every advantage you can discover.  Once rolling, are the results what you expect?  All of that testing should ensure the answer is YES.  But if they are falling short of expectation, it’s time to tune.  Are image enhancement/preprocessing settings set optimally (or are they in place at all?).  Are alphanumeric fields defined in such a way that the OCR engines aren’t trying to discern zeros from letter O’s?  For handwriting, do forms have text instructions coaching the users how to write ‘between the lines’?  Are you matching expected data with available dictionaries encompassing all possible entries?  These are just a few of the questions to ask while tuning a paper capture system.  At ImageSource, we’ll work to resolve recognition problems you are experiencing to maximize your ROI and data throughput.

Peter Lang
ImageSource

Enterprise Content Management (ECM): Best Practices for Backfile Conversion

The 2 main aspects of Backfile Conversion are Security and Quality.  Security within the document scanning process is tracking and maintaining records for each document through the workflow.  If a conversion workflow is tracked and accounted for efficiently, a quality product will be the result. 

In addition to maintaining records of documents it is not uncommon that someone will want to view one of the documents that are in the workflow.  If an itemized inventory list (tracking log) was created at the beginning of the conversion workflow and an entry to the tracking log was made every time the document was processed, it should take minutes to locate where the document is and provide either the hard copy or the imaged copy of that document for the individual looking for the document.

The conversion workflow process usually consists of incoming inventory, preparation of documents for scanning, scanning of documents, indexing, releasing of images into the Document Management System and outgoing inventory.  When an entry is made to the tracking log, the name and date should be included in the entry.  This will assign that technician the responsibility of the document during this stage in the workflow.  The goal with assigning responsibility is to add incentive for the technician to make sure the document is imaged clearly and indexed accurately.  Accountability ensures quality of work being produced.

Through the use of a tracking log documents are secure in that they know where they are at all times.  Technicians are held accountable for their work. 

 

Jeff Martin

Conversion Services Project Coordinator

ImageSource, Inc.

  

The Future of ECM Support and Web Based Distributed Capture

Now that there are scanning applications that live on the internet troubleshooting and client side desktop support just got a whole lot easier. No more patching individual workstations and mix matched versions on client desk tops. No more problems accessing and taking up disk space. No more OS compatibility issues. Web based applications is the future of ECM and those of us in Technical Support are embracing the expansion of web based scanning applications such as ILINX Capture and  Oracle Distributed Capture.

Sure, there are still browser issues and other problems that keep all of us techies really busy. Web based applications will not get rid of the need for technical support but it does reduce the amount of user contact and potential points of failure significantly. This is not new technology and thin client scanning has been evolving over the years and we are noticing a trend of renewed interest as companies are looking for ways to deploy software to larger communities and an increase in green initiatives to telecommute. I am looking forward to the next evolution of zero footprint web based distributed scanning and the ease of deployment and supportability.

Leigh Woody

Program Manager

ImageSource, Inc.

So Much Paper! So Little Space!

We have all seen it in one office or another…the rows and towers of banker boxes filling the corner of the room. The outside of boxes try to convey the critical document information such as names, dates, times, etc. but are looking a bit haggard from being moved around the office so many times. The best way to gain your space back is a document scanning solution. There are record management systems using production scanners, Fujitsu or Bowe Bell & Howell scanners. With the help of ImageSource Inc you can have your confidential material scanned and critical information electronically saved. The time you spend now is the space you will gain back to help your company be competitive and efficient.

Barbara Duran
Conversion Specialist

Does Your Scanner Like to Pull Multiple Pages or None at All?

Is your scanner refusing to pull one page at a time like it should be?  Try cleaning the pick up, seperation, and feeding rollers.  Most scanners have cleaning kits available with the necessary items.  Also check to make sure your documents are being properly prepped.  Proper document prep includes: removing staples and post-its, making sure the staple holes are not hanging on to each other, line up the corners of all the documents, and fanning the documents prior to scanning.

 

If you have done all of the above and the documents are still feeding poorly you may need to replace your rollers with are considered a consumable item. I know you can purchase all scanner comsumables from ImageSource, Inc.

Main Causes for Image Quality Issues on Fujitsu Scanners

Do you ever get those annoying lines on your scanned images and not sure what the problem is?  The majority of image quality issues experienced with Fujitsu scanners can be easily resolved by the user.  The first thing I would try is to clean the ADF glass.

On occasion there might be other hardware issues that could require a Service Technician to come on-site to resolve.  These include: dust on the optics and underside of scan glass assembly and old or defective lamps.  These issues can also give a back or front Optical Alarm error.

Another possible cause of image quality issues could be scratches on the glass assembly due to staples being feed through the scanner still on the paper.  Don’t forget to remove staples from paper before scanning!  The scratched glass would require a Service Technician to come out and replace that part.

If you think your image quality issues could be resolved with the simple cleaning or replacement of consumables, you can purchase any of these items from ImageSource.