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ControlSuite : How to diagnose when the Equitrac i-Queue Direct Printer Pop up does not appear

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Article # 3030856 - Page views: 296

3030856

Question: 

When printing using the workstation client iQueue direct feature, the popup to choose the printer does not appear and the job is not printed. What tests can be done and what logs are required for Kofax support to analyze the issue?

Answer: 

Turn on Workstation Client Tracing

For this Kofax Support will need DRC  and CAS logs in debug mode. The method to create this is guided by capability of the Web System Manager to turn on debug logging at the Workstation.

Open the Equitrac Web System Manager > Diagnostics > and Enable tracing with the settings Debug and Journaling for the workstation and CAS.

If the Equitrac Web System manager cannot enable logs for the workstation then follow the KB article ControlSuite : How to collect Workstation Client DRC logs manually - Kofax

If the managed Queue popup does not appear this could be one of five problems

  1. ControlSuite License has not been fulfilled (or communication to the license server is not possible)
  2. CAS cannot communicate with the workstation
  3. Communication from Workstation to the CAS is not possible
  4. Communication with Security Framework is not possible
  5. Security Framework is not enrolled for this workstation client or its incorrectly enrolled following uninstall/install

 

Tests

1: Licensing

To test Licensing check that the Licensing server responds. Each workstation must be able to contact the Licensing server on Port 44370

To test this with PowerShell use :

Test-NetConnection - computername _LicenseServerFQDN_ -port 44370

If there is no response then contact your customers network team to check ports have been opened.

 

2 : Test communication from CAS to the workstation

To test this, RDP to the CAS server

Open a web browser for each service for the following URLs

https://_WorkstationFQDN_:2938

https://_WorkstationFQDN_:4940

replacing the _CASFQDN_ with the fully qualified workstation name

Make sure the page opens. If it cannot be contacted then this could be a proxy setting taking traffic away from the server or Port 2910 could be blocked.  If you get a 401 error then the port is contactable.

Test this with PowerShell:

Test-NetConnection - computername _WorkstationFQDN_ -port 2938

Test-NetConnection - computername _WorkstationFQDN_ -port 4940

 

3: Test Communication from Workstation to the CAS 

On the workstation check the following URL:

https://_CASFQDN_:2910

replacing the _CASFQDN_ with the fully qualified CAS name.

Make sure the page opens. If it cannot be contacted then this could be a proxy setting taking traffic away from the server or Port 2910 could be blocked. If you get a 401 error then the port is contactable.

To test this with PowerShell use:

Test-NetConnection - computername _CASFQDN_ -port 2910

 

4: Test Communication with the Security Framework 

There are two things to try here:

Open a web browser on the workstation and open the following URL, this will show the Security Framework can be reached and datacenters returned. 

https://_SFS_HOST_NAME_DOMAIN_QUALIFIED_:8181/SecurityFrameworkService/v1/services/services?servicename=v1-auth

replacing _SFS_HOST_NAME_DOMAIN_QUALIFIED_ with the FQDN of any Security Framework server.

This should return a JSON file (IE will ask to save it) with an Entry for each security Framework server

Alternatively, navigate to a workstation client and in the \Program Files\Kofax\Equitrac\Client (ControlSuite1.2 - Nuance in ControlSuite 1.1) called v1-service.cache-p and the Security Framework servers will be listed if communication has been possible

 

5: Security Framework is not enrolled for this workstation client or its incorrectly enrolled following uninstall/install

To test the Security Framework enrollments we need to obtain the DRC and Shared Engine certificates and match them up with those enrolled into the security framework.

To get these we need to be on a Security Framework server

Open a browser for each service

https://_WorkstationFQDN_:2938

https://_WorkstationFQDN_:4940

For each URL,  jump past the security warning, open the certificate and grab the certificate serial number from the resultant dialog box. If the pages are not visible then there is a communication issue that needs resolving first (see point 2).

To obtain a list of enrollments navigate to the NDISectool folder - \Program Files\Kofax\Shared Services\SecurityFrameworkService\NdiSectool (Controlsuite 1.2 - Nuance in version 1.1) and run the following command in PowerShell

./NdiSecTool.exe -findservices -n SecurityFrameworkservice > Pathtofile\Enrollments.txt

Replace Pathtofile with the full path to where the file needs to be saved.

Once tests have been completed, zip up the files for Shared Engine and DRC and collect results of the tests before logging a case with Kofax Support for analysis

Applies to:  

Product Version
ControlSuite 1.x