What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView KIC Integration?

Applies To

• Kofax Import Connector: 2.2 and above
• MarkView 8.0 and above

Overview

• KIC integrates with MarkView to allow for importing of invoices, that are emailed into the system. It also allows for polling of a Windows Folder to import documents that are dropped into the folder. Files can be in any of the KIC supported formats (See the KIC Documentation for a list of formats.)

Troubleshooting Steps

General Troubleshooting Steps:

• Ensure that the two KIC Services are running (KIC - Electronic Documents, and Kofax Message Connector)
• Review the KIC Monitor For any errors.

Common Issues:

• Emails are not being picked up - Polling Cancelled, Storage Full.

Configuration:

• Ensure Scale to Letter is enabled for all Destination Configurations.
• Set the MarkView Preference DOCSERVER_IMAGE_SIZE_LIMIT to 0. This removes any limit on the size of the file being exported to MarkView.
  • For image quality, ensure you have a VRS license (a separate license that is specific to KIC) which allows VRS image manipulation of the ingested images.  
• Ensure you have also set error handling & document conversion to prevent inbound emails with 0 page pdf's from getting through. Refer to the steps in the following article: https://knowledge.kofax.com/MarkView/Troubleshooting/MarkView_Kofax_Capture/Batches_with_0_pages_go_to_Quality_Control_with_error_ORA-20101%3A_This_document_does_not_have_a_cover_page_and_no_Document_Type_is_specified

Logging

Log File Location

• File location:
  • C:\Documents and Settings\All Users\Application Data\Kofax\KIC-ED (Windows Server 2003 and Windows XP)
  • C:\ProgramData\Kofax\KIC-ED (Windows Server 2008, Windows Vista and later)
• File name: MC_00X.log and KIC_ED_Connector-0000.log, KIC_ED_Connector-Master.log