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MarkView Viewer Enterprise Edition - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Viewer Enterprise Edition?

Summary

3986

Applies To

  • ERP System: Oracle, Peoplesoft, SAP
  • MarkView Version: MarkView 5.0 to 6.x
Please note if you are looking for troubleshooting information for the new Viewer included in MarkView 7.0, please review Article 000004878 — MarkView Viewer ( MarkView 7.0 and higher ) - What diagnostic steps should I follow and what information should I gather when there is an issue with MarkView Viewer?

Overview

The MarkView Viewer Enterprise Edition allows end users to view and interact with MarkView Documents.

Troubleshooting Steps

If you encounter an issue with the MarkView Viewer Enterprise Edition, please perform the following steps:

A single user or specific group of users are unable to retrieve images

If a single user or group of users are unable to retrieve images check to see if these users have anything in common. If all of the users are in the same office is there a network issue which could be preventing them from viewing documents?

  • If a single user is unable to retrieve images from their workstation attempt to uninstall and reinstall the MarkView Viewer Enterprise Edition.
    • Shutdown the MarkView Viewer Enterprise Edition for that specific user.
    • If your organization is using the MarkView OCX plugin go to Add/Remove Programs and uninstall the MarkView Viewer Enterprise Edition Plugin.
    • Remove any of the existing folders:
      1. "C:\Program Files\Kofax MarkView\MarkView Viewer Enterprise Edition"
      2. %USERPROFILE%\Markview Viewer Enterprise Edition" Clear your Web Browser Cache
    • Clear your Java Cache. This can be done from the General tab of Control Panel -> Java.
    • Attempt to view an image in the viewer which will re-download the necessary files.

All users unable to retrieve images

Verify the OC4J is up

  • MarkView Versions 5.0 to 5.10.x
    • Attempt to hit the http OC4J port configured for the Enterprise Viewer module by going to a URL of the following form:
      http://server:http_port
      The http_port can be found in the Oracle Containers for J2EE (OC4J)_HOME\config-mvas\http- web-site.xml file. (If you are running https in your environment you will need to check the secure- web-site.xml file)
      If the OC4J splash screen does not appear review the server side log file for any error messages. (See Logging section below for more information on logging.)
  • MarkView Versions 6.x and higher
    • Log into Oracle Enterprise Manager (OEM) and ensure that the "mvas" component is started. This is designated by the green up arrow in the Status column.
      If the component will not start review the server side log file for any error messages. (See Logging section below for more information on logging.)

Review log files for errors

  • If MarkView Viewer Enterprise Edition is not functioning correctly then you will want to review the log files for any error messages. See the "Logging" section below for logging information.
    • For MarkView versions 4.x to 5.10.x if the errors point to a port issue you can check the http-web- site.xml, jms.xml, and rmi.xml files located in the Oracle Containers for J2EE (OC4J)_HOME\config-mvas directory to ensure that the port is not being used by another application. (If you are running https in your environment you will need to check the secure-web- site.xml file)

Verify preference values

There are several preferences which you should check to ensure that the correct values are specified.

General Troubleshooting Steps

Check pre-requisite software

Note: We have seen situations where the MarkView Viewer Enterprise Edition, when opened from Oracle Applications, fails to load subsequent documents, after loading the first one successfully. The issue appears to be specific to IE7 when used with some earlier 1.6 versions of Java. The issue is caused by Java Bug 6830676 and is resolved in Java 1.6.0_14.

Check for ERP specific problems

If you are able to view images from Process Monitor but not from your ERP system then the issue is likely with the MarkView integration with your ERP system.

As an additional check you can attempt to view a specific document directly using a URL of the following form:

WEBCLNT_HTTP_BASE_URL/mvw_client.mvsd?d=document_id

Where WEBCLNT_HTTP_BASE_URL is the value of the WEBCLNT_HTTP_BASE_URL preference, and document_id is the MarkView document_id that you would like to view.

Check for pop-up blockers

Ensure that pop-up blockers have been disabled. As the MarkView Enterprise Viewer Control Window will open in a new browser window a pop-up blocker could prevent the Control Window from opening. For more information about the effects of pop-up blockers, please review Article 000003728 — Pop-up blockers prevent launching the MarkView Viewer.

Troubleshooting Accounting Details (DFM) issues

If you are encountering an issue adding Accounting Details to an invoice please review Article 000003970 — What diagnostic steps should I follow and what information should I gather when there is an issue with the Accounting Details Tool (DFM)?

Check for known Viewer Issues:

Aricle 000003921 — Special Considerations for the Enterprise Viewer

Logging

Enable Debug Logging

  • Server Side
    • There is no server side debug logging available for the Enterprise Viewer.
  • Client Side
    1. Shutdown the Enterprise Viewer on the end users machine.
    2. Go into MarkView Administration and set the following two user-level preferences for the specific end user you will be testing with:
      • WEBCLNT_LOGGING_LEVEL = 1234567890
      • WEBCLNT_LOGGING_LOCATION = Both
    3. Launch the Enterprise Viewer by viewing a MarkView Document image.

Disable Debug Logging

  • Server Side
    • There is no server side debug logging available for the Enterprise Viewer.
  • Client Side
    1. Go into MarkView Administration and delete the following two user-level preferences for the specific end user you were testing with.
      • WEBCLNT_LOGGING_LEVEL
      • WEBCLNT_LOGGING_LOCATION
    2. The next time the user starts the Enterprise Viewer debug logging will be disabled.

Log File Location

  • Server Side
    • MarkView Versions 4.x to 5.10.x
      • File location: Oracle Containers for J2EE (OC4J)_HOME/log directory
      • File name(s): mvas-vm*
    • MarkView Versions 6.x and higher
      • File location: $ORACLE_HOME/j2ee/<MVAS_OC4J_Instance>/log directory
      • File name(s): mvas-server-vm.log
  • Client Side
    • File location: User's home directory. For instance on Windows 2000, the file might be located at c:\Documents and Settings\{user}\
    • File name(s): mvee.log and mveeplugin.log (if you are using the OCX plugin)

Impact of Debug Logging

  • Enabling debug logging client side will cause the log file to grow at a rate of about 200 KB per one page document. This size will vary depending on the number of markups available as well as the number of pages in each document.

Keywords: EE, MVEE