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ControlSuite: After Updating to version1.2 Fixpack 1 from version 1.1 print job submission is not possible

Article # 3030767 - Page views: 219

3030767

Question: 

ControlSuite: After Updating to version1.2 Fixpack 1 from version 1.1 print job submission is not possible, how is this resolved?

Answer: 

When upgrading a Document Routing Engine (DRE) server from version 1.1 to version 1.2 Fixpack 1, print jobs get stuck in an error state and cannot be submitted to the print queue

Resolution:

When ControlSuite 1.1 is upgraded to version 1.2 there are some directory structure changes.

The install folder changed from %Program Files%\Nuance to %Program Files%\Kofax

Kofax support has discovered that when the upgrade is performed, there is a problem with the EquitracPortMonitorHooks msi file that is looking for a file in the new folder that does not yet exist and therefore is not installed correctly.

To resolve,

1. Stop the DRE servicem and Print Spooler

2. Locate the EquitracPortMonitorHooks.msi from the installation folder (\1.2.0.x\Installs\EquitracPortMonitorHooks.Msi), choose to Repair.

3. Start the Spooler and DRE services.

This will resolve the issue and allow print jobs to be submitted to the DRE.

 

Applies to:  

Product Version
ControlSuite 1.2