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What to Provide Kofax Technical Support When Opening a New Case for Kofax RPA

Question / Problem: 

My robot is getting an error when running in Design Studio or the Management Console. Can Kofax Technical Support help me? 

Answer / Solution: 

To make it faster to troubleshoot robot errors, it helps to have the following provided to Kofax Technical Support when opening a new case:

Things to include when opening cases for Kofax RPA:

  1. Has this ever worked before or is this a new robot being used for the first time?
  2. A copy of the robot to run for reproduction, along with any types and variables needed
  3. Device Automation Service logs for Robots with DA errors, found in the Kapow log directory: C:\Users\YourUsername\AppData\Local\Kapow\KapowVersion\Logs 
  4. Full screenshot with error and date & time shown

 

Applies to:  

Product Version Category
Kofax RPA All Troubleshooting