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Export Service Requires Frequent Restart to Resolve MultiTiff File Out of Memory Error

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3011825

Question / Problem: 

When processing batches through Export, then a periodic error is encountered and requires a restart of the Export Service to resolve until the issue recurs at a later time.  

Is there any permanent solution to prevent the restart of services to resolve the error?

Answer / Solution: 

There is a known Bug for the Virtual ReScan (VRS) software, which is affecting the Kofax Capture Export Service, as follows: 

Bug 350596: Export connector does not return memory when there is an export error.

  1. This issue is caused when there are many batches to process and there is an error in releasing the memory is not released: 
  2. If there is only a single batch to process or the batch is exported without error the memory is returned as expected.
  3. Over time this will cause the export module to grow the private bytes use and the module will no longer function.
  4. The Kofax Capture ERR Logs will show with additional details, such as: 

2019-08-28 00:00:24, 0x00000018, 0, 0x800429CE, 0x00000000, 0x00000000, F:\Program Files (x86)\Kofax\CaptureSS\ServLib\Bin, Kofax Capture Export, [SITENAME], 9.00.1372, DocuSphere Release Script:, 0, Image Conversion Error: 80020009 f:\Release\00238FD0. (MultiTiff File: Out Of Memory), , 

Options to Resolve:

A) The workaround is to refresh the service memory (Reboot the machine or Restart the affected Export Service)

B) The permanent solution is to upgrade the Virtual ReScan Software to VRS 5.1.1 or newer. 

Virtual ReScan 5.1.1 Release Notes


Memory not released after export connector error
If an error occurred while multiple batches were processed, the memory was not released afterward.
(350596)

Applies to:  

Product Version Category
CAPTURE ALL Export