Skip to main content
Kofax

MarkView Document Server - What diagnostic steps should I follow and what information should I gather when troubleshooting MarkView Document Server issues?

Summary

3814

Applies To

  • ERP System: Oracle, Peoplesoft, SAP
  • MarkView Version: All Versions

Overview

The MarkView Document Server is the server containing the actual TIFF images of your MarkView Documents.

How are images uploaded or downloaded from the MarkView Document Server?

Every MarkView Component needs to access the Document Server, to either upload or download image files, and does so through a specific set of communication processes/steps. For each component, a Workstation Serial Number is configured (see below) and maps to a MarkView Platform. This Workstation tells the application which protocol to use when accessing the next step in the communication process to the Document Server. The configured Platform defines which communication protocol and file transport method to use for access to the images on the Document Server. Each TIFF image is physically written to and read from a directory on your Document Server. On the MarkView side these directories are logically called Volumes and these volumes are mapped to physical directories (volume paths) through Platforms.

Workstation Serial Number -> Workstation -> Platform -> Volume -> Volume Path. The following table lists the preference name which contains the workstation serial number and the component which is affected by that preference

Preference Name Component
MVAS_DTM_WORKSTATION_SERIAL_NO MarkView Document Transport Module.
WEBCLNT_WKSTN_SERIAL_NO MarkView Viewers (Enterprise Edition, Express, and Web Edition.)

In addition to the above preferences each Capture and Output component has a field in the application which allows you to specify the workstation serial number.

What directory structure is used to store images?

Each logical MarkView Volume has an associated filename scheme which corresponds to the physical volume's directory structure. Out of the box the MarkView Document Server is configured with a filename scheme of '11110'.This means that there are four levels of 10 directories each unver the root directory. Other possible values are 1110, which is a three-level, 10-directory hierarchy, and Standard, which is a flat directory

  • To determine the Filename Scheme used in your environment logon to MarkView Home -> 'Administration' -> 'MarkView Admin' and choose the 'Volumes' tab. Each Volume can be configured with its own Filename Scheme.
  • Creating the directory structure.
    • If you are using a Filename Scheme set to '11110' it may be necessary to create the hierarchical directory struction from time to time. For example if you are migrating a Production environment to a TEST environment and are not copying your Document Server, or if you wish to open a new Volume in an environment. To create this directory structure the following script can be run from the Operating System where the Document Server will be located.

Troubleshooting Steps

If you encounter an issue with retrieving or uploading images to the Document Server, please perform the following steps:

Identify Document Transport Method

Out of the box MarkView is configured to use the Kofax Document Transport Module for uploading and downloading images to the Document Server. This is the recommended method of transporting documents although some customers may be utilizing FTP.

Troubleshooting an issue with the Document Transport Module

If you are using the MarkView Document Transport Module to transport images from the Document Server to other MarkView Components please review the following Support Article:

What diagnostic steps should I follow and what information should I gather when there is an issue with Document Transport Module (DTM)?

Unable to view images using FTP Transfer

MarkView documents are stored as TIFF files in the Document Server file system. The pathnames of the TIFF files are stored in the MarkView database in a view named MV_PAGE_IMAGE_PATHS. Use the following procedure to determine the accuracy of the pathnames.

  1. Identify the workstation serial number that you are using by reviewing the above section titled 'How are images uploaded or downloaded from the MarkView Document Server?'
  2. Run the following query for a sample DocumentID that you are unable to retrieve substituing the &workstation_serial_no value with the workstation serial number retrieved in Step 1 and the &document_id variable for the document_id that you are unable to retrieve.
select platform_name, complete_filename
    from mv_page_image_paths pip, mv_workstation w
where w.platform_id = pip.platform_id
    and w.serial_number = '&workstation_serial_no'
    and pip.document_id = &document_id;
  1. The value returned by the query in Step 2 is the location of the TIFF file.
    Once you have the location check the following items:
    • After running the query in Step 2 please attempt to go to the URL from a Web Browser to see if you are able to download the TIFF file directly.
      • If you are unable to download the TIFF file directly you will want to check the home directory of the FTP user to ensure that this is the same directory appearing in the complete_filename field.
    • Does the directory exist?
      • If the directory does not exist then this is an indication that the Volume Paths may be incorrect.
    • Does the TIFF file exist?
      • If the TIFF file exists are you able to view the TIFF directly in a third party TIFF viewer?
      • If the TIFF file is viewable in a third party TIFF viewer was it scanned in Grayscale or Color? The MarkView Viewer Entperprise Edition and MarkView Express only support images scanned in Black and White.

Unable to upload images using FTP Transfer

In some cases uploading files using FTP may result in the following error:

Error copying file * to *
Details: Error -2147221403: An error occurred during the attempted upload of *
PutFtpFile
FtpPutFile failed with code 2.
  • Check the configuration of the volume_path in MarkView Administration, to confirm that the imaging volume points to the correct Document Server root directory, and provides the correct username / password credentials.
  • From the C&O workstation, connect to the MarkView Document Server via command line FTP, manually entering in the username/password specified in the volume_path entry.
    • If you are unable to connect to the MarkView Document Server, contact the network administrator and check the DNS entries for the Barcode Server and Document Server.
    • If you can connect to the MarkView Document Server, but cannot login, contact the system administrator and check or reset the username/password.
  • Navigate the subdirectories on the MarkView Document Server, and attempt to upload a file using FTP.
    • If you are unable to navigate the subdirectores or to upload the file, contact the system administrator and set the appropriate permissions on the imaging root directory and subdirectories.

Logging

Enable Debug Logging

  • There is no logging for the Document Server.

Disable Debug Logging

  • There is no logging for the Document Server.

Log File Location

  • There is no logging for the Document Server.

Impact of Debug Logging

  • There is no logging for the Document Server.

Keywords: diag, info