HomeGuides :: Symphony Profiler TroubleshootingUnprocessed Input FilesIntroduction

4.1. Introduction

This page will provide you with the order in which you go about troubleshooting that includes links to other articles to help you with resolving issues.

Worldox Professional:

Check the Indexer

Symphony Profiler Processor relies on the Worldox indexes to find reservations.  Therefore, you should check your indexer workstation and ensure the following

  • The machine is logged on
  • The Indexer software is launched and "counting down"
  • The Symphony Profiler Processor is running

Check the Status message in Symphony Profiler Processor for the document (or look at the status message in your Daily Status Email)

Below you will find links to the various status messages. If you have a file in the Unfulfilled Reservations list, select the status below to be provided with the resolution for this status message:

Check the actual document in the input folder

If there is no information regarding the document in the Status or it simply says "No Reservation", you may need to look at the document itself.  Here are links for things to explore:

Check the Profiler Processor for errors and permissions

You may be having issues with the processor itself.  Here are some things to look at:

Worldox Cloud:

Ensure that you have two bookmarks in Worldox.  For example, you may have: Symphony Scans & Symphony Splits (your bookmark names may vary), if not, email support@trumpetinc.com to get those created for you!

Check the status message in your Daily Status Email

Below you will find links to the various status messages. If you have a file in the Unfulfilled Reservations list, select the status below to be provided with the resolution for this status message:

Check the actual document in the input folder

The name of the document will contain the Status of the document, so you can search based on that Status.  Here are links for things to explore:

Symphony Profiler for "Basic" users (without Cover Sheets)

If your firm is not using cover sheets for scanning, but are instead handwriting the reservation ID on the paper document, here are some additional things to check:
  1. Check to ensure that the file was saved with the correct filename
    • Compare the reservation ID written on the actual document to the name of the file saved in the Input directory
    • Do they match? If not, rename the file in the Input directory to have the correct reservation ID
      Note:
       Check with your systems administrator for the location of the Input directory

  2. Check to ensure that the reservation ID written on the actual document is correct
    • Compare the reservation ID on the actual document to the list of unfulfilled reservations in Express Profile. Are there any that are similar - indicating a possible typo in the reservation ID?
      For example:
      • Input filename is A1B2C.PDF
      • Unfulfilled reservation is A1BC2
      Chances are, the filename of the document in the Input folder should have been A1BC2, and the user just made a typo.
    • If this is the case, rename the file in the Input directory to have the correct reservation ID
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