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IMAP Capture component crashes after receiving an email with a 0 KB attachment

Article # 3031917 - Page views: 175

3031917

Problem: 

The AutoStore service crashes after the IMAP Capture Component processes an email with an attachment that is 0 KB in size. The problem may also be caused by the MS AV update. Windows Update: KB2267602 

Error Message:

When examining the system logs, the following error(s) may appear:

Exception code: 0xc0000409

Faulting process id: 0x1770

Faulting application path: C:\Program Files (x86)\Kofax\AutoStore\batch.exe
Faulting module path: C:\PROGRAM FILES (X86)\KOFAX\AUTOSTORE\LT\ltpdfU.DLL

Solution: 

An additional registry key, to tell the capture component to process by page, rather than by file is needed. The error handling is modified with this entry. If, for example, 0 KB files are created, or files that cannot be counted and some other scenarios, then this type of processing can be used and there is no crash.
To create the new key, please follow the steps below:

NOTE: Before making any changes to registry entries, make a backup of the registry. 

  1. Open the registry editor as an administrator
  2. Move to the following location: \HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\autostore\Parameters
  3. Add a DWORD (32-bit) value in the system registry called "IsolatedPageCounting" with a value of "1"

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Note that Barcode, PIM, Redaction, and VIP are also susceptible to this issue - if they are in use in the workflow, those components will also need to be isolated (right-click on the capture and send components within the Process Designer and set them to Isolate to accomplish this).

Applies to:  

Product Version
AutoStore 7 SP6
Control Suite 1.1 Fixpack 6
Control Suite 1.2