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Document Conversion Failed Time-out error converting Microsoft Office document with 64-bit MS Office


QAID # 17230 Published

Question / Problem:

When trying to import a Microsoft Office document with Kofax Import Connector (KIC) 2.x, the following error occurs:

Document Conversion failed - Time-out after 500ms activity and 120047ms inactivity; New application process has remained open, TerminateProcess successful; Process >WINWORD.EXE< ID >880

Answer / Solution:

This issue has been seen if the 64-bit version of Microsoft Office is being used. If a 32-bit version of Microsoft Office is used with the same KIC configuration and the same message, the error is not seen.

If a Process Monitor (ProcMon) trace is run, it will show that Microsoft Word is looking for the Normal.dotm file in the wrong location.

The following workarounds are available:

  1. Use the 32-bit installation of Microsoft Office.
  2. Create a folder named Desktop in the following directory:
Note that the Desktop folder should be empty.

Applies to: 

Product Version
KIC 2.0