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EP5 EQ Document Capture - error 36405 when processing a scan job

Using "Equitrac Document Capture" on Equitrac Professional 5, most scan jobs are delivered without issue.  However, larger scan jobs are not delivered to the destination, and an error similar to the below appears in the Windows Event Viewer: Could not route scan job. Route options XML: ... , error: 36405

SPE Scan Timeout Issues

By default, the Equitrac SPE has a 15 minute timeout for processing a scanned document.  In cases where we are processing large or detailed documents on slower hardware, the SPE can timeout before the processing is complete and the scan job will be marked as "Failed"

Troubleshooting

If you suspect a scan timeout issue, look at the error in the Event View application log.  Compare the time the error was generated to the time the document was scanned.  If the error was generated approximately 15 minutes after the document was scanned, this is probably a scan timeout issue.

Resolution

The scan timeout can be adjusted by means of a registry key.

Using Regedit, browse out to the following key in the registry of the computer running the SPE

"HKEY_LOCAL_MACHINE\SOFTWARE\Equitrac\Common" for a 32 bit machine, or

"HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Equitrac\Common" for a 64 bit machine.

Create a new string value key named:  ScanImagesConversionTimeoutSecs" and set the value of the key to "1800".  This will extend the SPE scan timeout to 30 minutes.

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