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Guides :: Symphony Profiler Troubleshooting

1. Introduction

1.1. Purpose and Use

The purpose of this Guide is to assist you in troubleshooting and resolving many of the common error conditions you may have with Symphony Profiler.  It is divided into several chapters which you can use to troubleshoot various issues you are experiencing with Symphony Profiler.

 

 

 

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1.2. Starting and Stopping the Symphony Processor

Background

Symphony Profiler's main engine, if you will, is called the Processor. This is typically installed on the Indexer PC and it looks like this:

This process can be installed as a logged-in Windows user or as a Windows Service. When installed, it will place a shortcut to launch it on the Desktop as well as in the Startup group. If the software is installed as a logged-in user, this Processor will not be able to run until that user is logged back in. However, when installed as a Service it will run even if the user is logged off, so long as the machine is turned on.

Starting the Processor

If installed as a logged-in user:

The Processor should launch when you log in, but if you need to launch it manually, use the desktop shortcut called "Symphony Profiler Processor", or locate the executable here:

C:\Program Files (x86)\Trumpet\SymphonyProfilerProcessor\SymphonyProfilerProcessor.exe

If installed as Service:

After being installed, you should find the Symphony Profiler Processor service under Windows Services. Start the service. Launch the interface using the desktop shortcut.

Stopping the Processor

If installed as logged-in user:

Hit the X in the top right corner of the Processor window.


If installed as a Service:

Go to Windows Services (or Task Manager > Services) and Stop the Symphony Profiler Processor service. Note that X-ing out of the interface alone will not stop the Processor.
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2. Workstation / User Errors

2.1. How to Add the Create Reservations button to Worldox

If you have modified your Worldox button, you may not see the Create Reservation button by default.  If that's the case, you can manually add it.  Here are instructions:

To add the Create reservation button to Worldox, right click in the button area and choose:  Append Button-> File -> Send To -> Create Reservation

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2.2. WORLDOX Not Running

Background

When attempting to create a reservation using Symphony Profiler, you receive the error "You must have Worldox running to generate reservations using Symphony Profiler"

Just as Worldox must be running in order to save documents, it must also be running to create reservations because in essence, when you create a reservation you're saving a special type of "document" in Worldox.

Resolution

Open Worldox on the workstation that you are using to create reservations.

 

Alternate Causes

We have seen cases where certain antivirus applications interfere with the interaction between Symphony Profiler Workstation and Worldox.  WebRoot in particular has been known to cause this issue (as of 10/21/2014).  As a test, please disable or uninstall the antivirus software and see if that resolves the issue.  Update as of 12/4/2014 - One site was able to overcome this issue with WebRoot by disabling the portion called "Identity Shield".  May the force be with you on this one.

 

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2.3. Unable to Create Cover Pages

Description

After the user right clicks on the Create Cover Pages icon in Symphony Profiler, an Internet Explorer window is displayed as follows:

 

or you receive the following dialog:

Background

The cover pages are generated by accessing the Symphony Profiler Processor to obtain the barcodes and cover sheets.

Troubleshooting Steps

Check to ensure the back-end Symphony Profiler Processor is running (typically on the Indexer PC).  Here's what the Symphony Profiler Processor looks like:

Note: Pay attention to whether the Indexer workstation was logged out or not. If you see the applications launching when you first log in, that means the PC was actually logged out. If the workstation was logged out, you should contact the system administrator so they can determine why the workstation got logged out (in most cases the root cause is Automatic Windows Updates - we strongly recommend turning OFF Automatic Windows Updates on the indexer PC.

If the processor *is* running, you might have an issue with your indexer's software firewall, and the Workstations running Symphony Profiler are unable to access the Indexer PC. To resolve, you will need to add an exclusion to the firewall configuration, or disable the software firewall entirely.

Configure the Firewall on the Indexer PC:

  1. Control Panel > Security > Windows Firewall
  2. In the left pane, click Allow a program through Windows Firewall.  Enable Symphony Profiler Processor:
  3. In rare cases, we have seen the need to allow Symphony Profiler Workstation.  If it is not already listed, follow these steps:
  4. Select "Allow Another Program"
  5. Select "Symphony Profiler Workstation"
  6. Click "Add"
  7. Click "OK"

Advanced Troubleshooting:

Test workstation connection to Indexer

Symphony Profiler includes 3 URLs in the following file that can be used for testing:

<Network Installation Location>\Trumpet\SymphonyProfiler\Workstation\Shared\expressprofile.ini

Under the [URL] section, there will be 3 entries similar to this:

ping=http://IndexerPC.CompanyName.local:14723/ping
status=http://IndexerPC.CompanyName.local:14723/status
createcovers=http://IndexerPC.CompanyName.local:14723/generatecovers?pages=%count%&rnd=%rnd%

Usually the only test necessary is the 'ping' entry.  Type the entry ("http://IndexerPC.CompanyName.local:14723/ping") into your browser on the workstation that is experiencing the problem.  If connectivity is available, you'll see a one word response - "pong". 


If the "IndexerPC.CompanyName.local" is noticeably wrong, like maybe it is pointing to the wrong PC (as if a migration to a new Indexer has happened), the resolution is to re-run the installer for the Symphony Profiler processor on the new machine.  (<Network installation location>\Trumpet\SymphonyProfiler\Server\Updates\SymphonyProfilerProcessorSetup-x.y.z.exe).  Also, if the users are utilizing the workstation component, they will need to re-run the workstation installer after this as well.  (<Network installation location>\Trumpet\SymphonyProfiler\Workstation\Mirror\SymphonyProfilerWorkstationSetup-w.x.y.z.exe).


We have seen a few sites that had name lookup issues, but access via IP address was permitted.  You can test this by replacing the "IndexerPC.CompanyName.local" in the ping command with the IP address of the Indexer PC.  If the ping command successfully receives the "pong" response when using the IP address, and not when using the machine name, the obvious solution is to get your IT department to fix the DNS configuration.  If that just isn't possible, we have a workaround for Symphony Profiler to use IP addresses instead of machine names.  This is done using the 'useIpAddress' setting in the config.xml file - please contact Trumpet at support@trumpetinc.com for more information on how to enable this setting.

Other Known Issues:

Barracuda Web Filtering Service

There is another known issue with a software called Barracuda software that will prevent users from creating cover pages when Internet Explorer is closed. 

Workaround: Open Internet Explorer to create Cover Pages.

Long Term Fix: There is a bug in the Barracuda Web Filtering Program that has a temporary fix and which will be fully addressed in a later release. Contact your IT Departement / Barracuda Web Filtering Service to obtain the temporary fix / later release.

Update - November 2014:  The above mentioned issue with Barracuda Web Filtering Service was discovered in May of 2012.  At that time, it was reported that Barracuda had found and fixed the problem.  Since that time, we have not seen a return of the problem.

 

 

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2.4. Reservation Used Already - That reservation number is already in use error dialog

Background

When a user makes a reservation with a given reservation number, Symphony adds the number to an "In Use" list.  Any attempt to use a reservation number that is already on the In Use list will fail with an error dialog stating "That reservation number is already in use, please use a different one"

When the back-end Symphony Profiler Processor fulfills the reservation, it clears the reservation number from the "In Use" list.  The back-end processor will also clear the reservation number if it detects that the reservation was deleted.

Troubleshooting Strategy

The first step is to look at the Symphony Profiler Processor.  Do you see references to the reservation in question in any of the following areas?:

If neither of the above is 'yes', then the issue is most likely a combination of the file not having been scanned AND something preventing Symphony from locating the reservations in Worldox (see the steps outlined in Troubleshooting Unfulfilled Reservations for how to resolve these issue).

 

If you are certain that the above does not resolve the issue, you may have found one of the rare cases where a reservation can be deleted outside of the knowledge of Symphony Profiler Processor.  Some of these cases may include periods when the Symphony Profiler (back end) Processor is down, when the Indexer PC is down, if reservation files were deleted from Worldox, etc.  In these "corner cases", and possibly a few others, the list of used reservations may not get updated properly.  Which means the individual reservation ID may not be freed up for future use.  Basically, this is a side-effect of always erring on the side of caution

There are avenues that could be pursued to debug the individual reservation IDs, including investigating the Worldox audit trails of the reservation file and of the resulting .pdf file.  But these avenues are time-consuming, and rarely part of the normal operating procedures.  The bottom line is that the easy work-around for this problem is to trash the cover sheet with the locked reservation and print a new cover sheet.

Of course, if you find that locked reservation IDs are a common occurrence, we will want to investigate the business process to determine the cause of the issue.  In these cases, definitely escalate the problem to Trumpet for further investigation.  But if this is a more random, uncommon occurrence, especially if it occurs during periods when the Indexer PC and/or the Symphony Profiler Processor are down, we have found that basically it's not worth the time to troubleshoot. 

 

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2.5. An entire stack of documents was dropped

Description

On your way to the scanner, you trip and drop your stack of documents that need to be scanned.  The pages are scattered all over and in no particular order.

Steps

First, you'll want to at least get the pages for each document in the proper order.   Then, you have a couple of options:

Re-Match the Cover Sheets to the Documents

Place the documents on left side of your keyboard and put the Cover Sheets in a separate stack on the right hand side of your keyboard

Find the reservations for first document in Worldox

You can find a reservation in Worldox in a number of ways. 

To Find Reservations that you have created:

  • Use your Worldox Favorites > SymphonyProfiler favorites list to retrieve recent reservations you have made

To Find reservations that anyone may have created:

  • Search Worldox for all reservations by typing the following into the location bar: *.xpf
  • From the Symphony Profiler Processor interface, double click on an entry in the Unfulfilled Reservations list.  This will open Worldox with the reservation selected

Double click on the appropriate reservation for the first document in your stack of documents.  This will provide you with the Reservation ID which you can use to locate the document.

Find the Cover Sheet in the stack on your right. 

Place the Cover Sheet on top of the document and place that in a third pile.

Lather, rinse, repeat until all the documents have Cover Sheets.

Now, CAREFULLY walk to the scanner and refulfill the reservations.

Delete the Existing Reservations and Re-Profile

CAREFULLY navigate your way to the PC running Symphony Profiler Processor (this is likely your indexer PC) with your stack of Cover Sheets.

Check the Unfulfilled Reservations quadrant to find those reservations.

Double click on them which will launch Worldox with the Reservation selected.

Delete that reservation.

Lather, rinse, repeat until all the Reservations have been deleted.

Now you can re-use those Cover Sheets (or throw them away and print new ones) and start the process of Creating Reservations for those dropped documents.

 

 

 

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2.6. Create Reservations button is not working or the 'Symphony Imaging' menu is missing

Background

The "Create Reservations" button is on your Worldox toolbar but is not responding when clicked, or the 'Symphony Imaging' menu is missing.

Resolution

The user may not have permission to modify the menu/tool bar.  To resolve, launch WDAdmin, edit the 'Group Security', select the 'Features' radio button, and ensure that all users have the 'File > Send-To>Add/Edit' feature enabled:

 

 

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3. License issues

3.1. If you have license warnings / errors

You will typically receive the following message in your Daily Status Email:

You license is Invalid.

This can happen for a couple of reasons:

  1. The Symphony Suite license count *must* match your Worldox license count.  In other words, if you have a 17 user Worldox license, you must also have a 17 user Symphony Suite License.
  2. Your Symphony Suite license has expired.

You can work with your Channel Partner to purchase additional licenses, and the new license number will be sent to you via email with instructions for updating your license.

Note:  If you add Worldox licenses, you must also add enough Symphony licenses to match the number of Worldox licenses.

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4. Unprocessed Input Files

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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4.2. Scan Older than Reservation

Symptom

There is an unprocessed input file with error 'Scan older than reservation'.  There is also a pending reservation with the same ID.

Background

Symphony Profiler will not fulfill a reservation if it detects that the scan was performed before the reservation was made.  This situation should never happen unless something has gone wrong, and this check prevents a number of difficult to troubleshoot issues that can arise if the reservation was allowed to fulfill.

Resolution

If this error happens on a single document, there is a chance that the cover sheet was re-used before the previous scan was fulfilled.  Check carefully to make sure that the pending reservation and the pending input file are indeed matches for each other.

IMPORTANT: Under no circumstances should you change the modified date of the scanned document to try to "get around" this condition.  If Symphony detects that the scan is older than the reservation, it almost certainly means that something is wrong and you do not want to fulfill the reservation using that scan.

If this error happens on all scanned documents, it may indicate a time synchronization problem.  Check the clock on:

  • Your server
  • The workstation making the reservation
  • The computer running Symphony Profiler Processor
  • The Scanner (either the computer doing the scanning, or the scanner itself if using an MFC/network scanner).

to ensure that the date and time match within a few seconds of one another.

Note: If your workflow calls for performing scans before making reservations (we strongly, strongly discourage this type of workflow - it will open you up to all sorts of potential problems), see the following article on how to disable this error check: Disable Scan is Older than Reservation error checking

Research

You can research the individual Reservation ID by selecting Help->Research and entering the Reservation ID.  This will open Notepad with a history of that reservation. 

The pattern we want to see is this:

  • Create
  • Split
  • Fulfill
  • <Lather, rinse, repeat>

The actual data will look something like this:

01/16/14@09:35:37 :: UserX_history.log :: - UserX,3X7RH,W:\Docvault\client\TEST\PLAN\00087688.XPF,COVER
01/16/14@10:43:14 :: split.log :: X:\Scans\FILE_NAME.pdf,[Y9FMY,RWEFP,3X7RH],01/16/2014@10:40:21,\\Server\Trumpet\SymphonyProfiler\Server\working\splits_backup\20140116@10-40-21 FILE_NAME.pdf
01/16/14@10:43:16 :: fulfilledreservations.log ::  3X7RH, UserX, W:\Docvault\client\TEST\PLAN\00087688.pdf, 2490687 bytes

If you see something like this, then you have a problem:

  • Create
  • Split
  • Fulfill
  • Split   <--- whoops!  Scan was made *after* fulfill and before Create!!!
  • Create
  • ERROR: * Scan is older than the reservation *

Again, the actual data will look like this:

10/01/13@17:27:40 :: UserX_history.log :: - UserX,EWW9R,X:\Docvault\Client\TEST2\PLAN2\00004862.XPF,COVER
10/01/13@17:27:53 :: split.log :: X:\Scans\DOC.pdf,[EWW9R],10/01/2013@17:26:53,X:\Trumpet\SymphonyProfiler\Server\working\splits_backup\20131001@17-26-53 DOC.pdf
10/01/13@17:28:35 :: fulfilledreservations.log ::  EWW9R, UserX, X:\Docvault\Client\TEST2\PLAN2\00004862.pdf
10/01/13@17:29:36 :: split.log :: X:\Scans\DOC.pdf,[EWW9R],10/02/2013@15:46:58,X:\Trumpet\SymphonyProfiler\Server\working\splits_backup\20131002@15-46-58 DOC.pdf
10/02/13@15:51:59 :: UserX_history.log :: - UserX,EWW9R,X:\Docvault\Client\TEST3\PLAN3\00004878.XPF,COVER

If you see that a reservation was created, split, then fulfilled, followed by a split operation without a reservation having been created first, then it's very possible that the document was scanned twice.

 

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4.3. In use by another application

Background

Symphony Profiler Processor shows that the reservation is "In use by another application".  This means that the scanned document is open somewhere else on your network. 

 

Resolution

The must likely culprit is the scanning software itself (if you are using a desktop scanner).  Check to ensure that the file isn't left open in your scanning software.   If so, close it.  If not, ask your IT administrator to check your server's 'open files' list for the problem document, and see which user has it open and ensure that they close it.

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4.4. Input file has no pages

Background

The Symphony Admin receives an alert email stating "Problem - XXXX has no pages" (this will also appear in the Symphony Profiler Processor user interface).

Discussion

This error will happen if two cover sheets are scanned back-to-back. Don't do that :-)

Another cause would be if cover sheets got printed double sided (i.e. a barcode on both sides of the cover sheet). Don't do that, either!

Resolution

  1. In Symphony Profiler Processor (on your Indexer PC)
  2. Double click on the problem Input Folder
  3. Windows Explorer will open with the file selected
  4. Delete the file
  5. Re-scan the document (with the correct, single cover), or delete the reservation

To understand the workflow process for Symphony Profiler, see:  Symphony Profiler Workflow

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4.5. Illegal page layout

Illegal page layout - This problem occurs if the scanned document has two cover sheets in a row, has a cover sheet without any pages at the end of the scanned document, or does not have a cover sheet as the first page of the scanned document.

  • Check the scanned document to see which of the above conditions are occurring.
  • Review the paper document to ensure that there is one cover page per document (and only one cover page per document), that the first page is a cover sheet, and that the last page is not a cover sheet.
  • Delete the document from the Monitored folder, and rescan
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4.6. Page count X not Y message on unprocessed input file

Background

This status will appear if the document scanned does not have the number of pages specified when the reservation was created. 

Important: Normally, we strongly discourage users from using the 'Page Count' feature when creating reservations (it is much better to purchase a scanner that has double page feed detection).

Resolution

If the number of pages scanned is correct and the number of pages in the reservation is incorrect, double click the reservation to open it, change the number of pages, then click OK.  See the following article:  Editing a Reservation for more details.

If the number of pages scanned is incorrect, open the scanned document (you can double click on the file in the input files list in Symphony Profiler Processor to quickly get to the file), delete or add pages as needed, then save the PDF, or delete the file and re-scan.

After you make changes, Symphony Profiler Processor should fulfill the reservations within 30 seconds.

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4.7. No Reservation message on scanned document

Symptoms

If Symphony is unable to find a matching reservation for a scanned document, it will display the message "No Reservation" next to the scanned document.  In older versions of Symphony Profiler (pre 1.0.5.12), this message can also be displayed while Symphony is analyzing and splitting other scans that have been submitted.

Note: If your version of Symphony Profiler is prior to 1.0.5.12 and Symphony is still analyzing and splitting other scanned documents, the "No Reservation" message may appear until Symphony finishes analyzing and splitting scans that have been submitted - wait until Symphony completely finishes analysis of all input files before worrying about this message.

Note: This issue can also happen if Symphony Profiler Processor is unable to locate the reservation files in Worldox - please make sure that the reservation in question doesn't already exist in Worldox, and that Symphony has full access to the location in Worldox that contains the reservation.  If in doubt, ask the user to check their reservation history using the procedure described in the Checking on a Reservation article

Background

The No Reservation status message can be caused be several scenarios - here are links to resources that describe and provide resolution for each:

 

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4.8. No Reservation: Documents were scanned without first making reservations

Important: Before using the steps in this article, please see the No Reservation Status Message on Scanned Document article for general troubleshooting related to the No Reservation status.

Symptoms

Scans appear in the input folder with Status 'No Reservation', and there isn't a corresponding reservation in the Unfulfilled Reservations list.  Further, a Help->Research report on the reservation ID shows that the reservation was not created before the scan was performed.

Background

If the document and cover page were scanned without first creating a reservation, the scanned file will appear in the Scanned Files list, but Symphony will be unable to fulfill the reservation (because no reservation was actually created).

This may sound like a very odd situation, but it's something that we do see from time to time, and we emphasize it in training.  Here's what typically happens:

IMPORTANT: The following workflow is wrong

  1. User has a paper they wish to file
  2. User puts cover sheet onto the document
  3. User then gets interrupted (phone call, co-worker dropping by their desk, etc...)
  4. User looks down and thinks that they've already created the reservation and moves the cover and document to the "To Scan" stack

IMPORTANT: The preceding workflow is wrong

Preventing this problem

Users should be trained to NOT put the cover onto the document until after they have created the reservation.  Firms that emphasize this workflow never have the problem described in this article.  So the correct workflow is:

  1. User has a paper they wish to file
  2. User creates a reservation
  3. User puts the cover onto the document, then puts the document+cover onto the "To Scan" stack

Resolution for Worldox Professional Users

If you have documents that have been scanned without reservations, the immediate fix is as follows (steps to be performed from the back-end Symphony Profiler Processor):

  1. Double click on the problem scan in the upper right quadrant - this will open Windows Explorer to the Splits folder with the problem document selected
  2. Open the document and confirm that you definitely don't have a pending reservation for it
  3. Save the document to Worldox manually
  4. In Windows Explorer, delete the document from the Splits folder

Resolution for Worldox Cloud Users

See article found here:  Symphony Shortcuts in Worldox to access the Symphony Input and Symphony Splits folders.

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4.9. No Reservation found in file: ID column does not show a reservation ID/Document scanned without cover sheet

Background

If you make a reservation, then scan a document without its cover page, the reservation will appear in the Unfulfilled Reservations list, and the scan will appear with error "No Reservation found in file" in the Scanned Files list (upper right quadrant).  For obvious reasons, Symphony Profiler cannot fulfill using scans without cover sheets.

Resolution

If you rename the scanned document to be the reservation ID, Symphony will fulfill the reservation using that file.  Here are the specific steps:

  1. From Symphony Profiler Processor
  2. Double click the row for the scanned document (upper right quadrant).  This will open Windows Explorer with the scan PDF selected.
  3. Right click, Rename (or hit the F2 key) and rename the file to the reservation ID (e.g. TA5PE.pdf)

Within a minute, Symphony Profiler Processor will fulfill the reservation

If the document was unintentionally saved to the Input folder (the user selected the wrong scanner profile, etc.), Simply move the document into Worldox removing it from the folder.

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4.10. No Reservation: Reservation already fulfilled/Documents were scanned multiple times

Important: Before using the steps in this article, please see the No Reservation Status Message on Scanned Document article for general troubleshooting related to the No Reservation status.

Symptoms

Scans appear with status 'No Reservation'.  Further, Help->Research shows that a reservation was made, the scan was performed, the reservation was fulfilled, then later the scan was performed again.  Here is an example of the research report showing this situation (for reservation FATT7):

02/01/13@12:47:45 :: Michelle_history.log :: - Michelle,FATT7,W:\zzzzz\ISL11\AL14193\00546990.XPF,COVER
02/01/13@15:29:08 :: split.log :: Z:\20130201151514.pdf,[7HCYN,YEY39,KYWKJ,P3XWX,939T9,4APEM,FATT7]
02/01/13@15:29:20 :: fulfilledreservations.log ::  FATT7, Michelle, W:\zzzzz\ISL11\AL14193\00546990.pdf
02/01/13@16:41:38 :: split.log :: Z:\20130201162822.pdf,[939T9,4APEM,FATT7]


Note that the user (Michelle) created the reservation, the document was scanned and split at 15:29:08.  The reservation was fulfilled at 15:29:20.  Then the same document was scanned a second time at 16:41:38.  This second scan was performed *after* the original reservation had already been fulfilled.

Background

In some cases (like a paper jam during scanning), users may have a need to scan a document a second time.  If a document is re-scanned within an hour of the first scan, Symphony will detect this situation and file the second scan as a new version of the original reservation.  If the second scan is performed more than an hour after the first scan, then Symphony treats this as an error condition.

Preventing this problem

Users should be trained to NOT scan documents more than once (unless there was a paper jam issue during scanning).  Firms should establish a scanning workflow that removes covers as soon as documents are scanned (or otherwise keeps proper track of which documents have already been scanned).

Resolution

If you have documents that have been scanned multiple times, the immediate fix is as follows:

  1. Use Help->Research report will give you the doc id of the original reservation - open this PDF
  2. Double click on the problem scan in the upper right quadrant - this will open Windows Explorer to the Splits folder with the document selected
  3. Open the document from the Splits folder
  4. Confirm that the scan in Worldox is the same as the scan in the Splits folder - if so, there is no need to re-save it to Worldox
  5. In Windows Explorer, delete the document from the Scans folder
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4.11. No Reservation: Document is in a newly added Profile Group

If you have Unprocessed Input files for Reservations in a newly added Profile Group, you may need to do one or more of the following:

  1. Configure Worldox security to allow the user that Symphony Profiler Processor runs as has access to that Profile Group
  2. Ensure that the Indexer is picking up items in the new Profile Group, this can be accomplished by restarting the indexer software
  3. Ensure that Symphony Profiler is picking up the new Profile Group, this can be accomplished by restarting the Symphony Profiler Processor
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4.12. No Reservation found in file: Document in Input Folder doesn't belong in Worldox

Background

There is a file in the Input Folder that does not have an associated reservation and does not belong in Worldox

Resolution

Sometimes, users may scan non-Symphony files into the input folder by mistake. If the documents are meant to be filed outside of Worldox, re-file them accordingly.  Also if you have a network scanner, consider creating multiple scan targets - one for Symphony related documents, and another for non-Symphony related documents.

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4.13. Symphony Profiler user does not have access to the files

Symptoms

You have documents in your monitored folder that have a status in the processor of 'No Reservation'.  You are able to find those reservations in Worldox, but the Processor window does not show those reservations in the Unfulfilled Reservation area in Worldox

Background

Symphony Profiler will only process areas of Worldox that user code in which you configure Symphony Profiler to use has read/write access to.  If you use ethical walls, be sure that the user which is running Symphony Profiler has access to all areas of your document repository.

Resolution

Update Worldox security to ensure that the user running Symphony Profiler has access to all of the ethical walls or configure the Symphony Profiler user to be one that has access to all areas of the Worldox document repository.  See: Worldox Configuration  for more information.

 

 

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4.14. error rebuild failed: trailer not found Original message: PDF startxref not found

Symptoms

A newly scanned input file does not split, and appears with message 'Error rebuild failed: trailer not found'

Causes

The scanned PDF file is corrupted before Symphony Profiler begins reading it.

There are several reasons that this can happen - by far, the most common is that the scanner generated an invalid PDF (either something went wrong in the scanner, or the network connection between the scanner and the target network folder was interrupted before the entire file could be copied.

There is also the possibility that Symphony Profiler is attempting to read the file before the scanner has finished writing the file.  This is unlikely, as Symphony Profiler waits until the input file has not been changed for 30 seconds (note: this 30 seconds value can be adjusted using Edit->Preferences->Monitored Folders, then choose the folder, click Edit and adjust the 'Only find files older than' value)

Resolution

To confirm that the issue is the scanner, you can temporarily change the 30 second timeout to be 300 seconds, then see if the issue continues.  This will delay how quickly Symphony Profiler will process files after they are scanned.  If the problem continues, then something is wrong with the scanner.

If the problem does not continue, then there may be something wrong with the speed that the scanner is able to write the PDF to the network (it is very unusual that a scanner wouldn't update the scan PDF within 30 seconds).

 

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5. Unfulfilled Reservations

5.1. If you have Unfulfilled Reservations

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 Unfulfilled Reservations

Background

Symphony Profiler performs Worldox indexed based searches to locate unfulfilled reservations.  This is achieved by searching for files with an XPF file extension.  If the indexed search does not return the XPF files, then Symphony Profiler can not fulfill them.

There are many reasons that the indexed search might not return files - the following test protocol covers the most common causes.

Test Protocol

Here are some things to check if entries are missing from the Unfulfilled Reservations list:

  1. Check to ensure that  the Worldox indexer is running and that the indexes are up to date
  2. Make sure all of your PGs are properly configured - if you have a profile group that is missing a base path, it must be marked as inactive.  If you do make changes, restart Symphony Profiler Processor.
    Why? If one of your profile groups is mis-configured, it can prevent S-Pro from finding reservations in other profile groups (this is caused by a bug in the Worldox API).
  3. Launch Worldox as the user configured in the Symphony Profiler Worldox configuration and do a search for *.xpf
    1. If the reservation appears in Worldox but the S-Pro Processor is still not finding it, a network interruption could have caused S-Pro to think that the network drives are offline.  Try closing and re-launching S-Pro.   (Note: the latest S-Pro version has a number of checks to work around network disconnects - make sure you are running the latest release if this continues to be an issue)
    2. If the reservations do not appear in a Worldox search, check Worldox and network security (see Configuring Worldox Security for Symphony Profiler for details)
    3. Be sure to search a couple different ways to make sure your Quick Access search template has not been altered. The Quick Access template is used by Symphony, so if someone inadvertently saved over it with a custom search then Symphony will not be doing a global search.

 

 

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5.2. Entries Missing from Unfulfilled Reservations list

Background

Symphony Profiler performs Worldox indexed based searches to locate unfulfilled reservations.  This is achieved by searching for files with an XPF file extension.  If the indexed search does not return the XPF files, then Symphony Profiler can not fulfill them.

There are many reasons that the indexed search might not return files - the following test protocol covers the most common causes.

Test Protocol

Here are some things to check if entries are missing from the Unfulfilled Reservations list:

  1. Check to ensure that  the Worldox indexer is running and that the indexes are up to date
  2. Make sure all of your PGs are properly configured - if you have a profile group that is missing a base path, it must be marked as inactive.  If you do make changes, restart Symphony Profiler Processor.
    Why? If one of your profile groups is mis-configured, it can prevent S-Pro from finding reservations in other profile groups (this is caused by a bug in the Worldox API).
  3. Launch Worldox as the user configured in the Symphony Profiler Worldox configuration and do a search for *.xpf
    1. If the reservation appears in Worldox but the S-Pro Processor is still not finding it, a network interruption could have caused S-Pro to think that the network drives are offline.  Try closing and re-launching S-Pro.   (Note: the latest S-Pro version has a number of checks to work around network disconnects - make sure you are running the latest release if this continues to be an issue)
    2. If the reservations do not appear in a Worldox search, check Worldox and network security (see Configuring Worldox Security for Symphony Profiler for details)
    3. Be sure to search a couple different ways to make sure your Quick Access search template has not been altered. The Quick Access template is used by Symphony, so if someone inadvertently saved over it with a custom search then Symphony will not be doing a global search.

 

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6. Profiler Processor Errors

6.1. Symphony Processor Wont Launch - Could not connect to service

Symptoms

You try to launch Symphony Profiler Processor on the indexer PC, but you get an error saying

Connection Failed

Could not connect to service

Please ensure the SPro service is running

Resolution

  1. Open Windows Services (Press the Windows+R keys to open the Run dialog, type services.msc, press Enter)
  2. Locate the service called "Symphony Profiler Processor"
  3. Right click on the service and select "Start"
  4. Wait for the service to indicate it's "Running" in the Status column
  5. Relaunch the Processor


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6.2. Monitor directory xxxx is not a directory warning messages

Symptoms

The Symphony Profiler Processor is showing messages "Monitor directory X:\Some\Path is not a directory"

Background

This problem occurs if the Profiler Processor looses it's connection to your file server. Normally, Profiler Processor will reconnect and continue processing files without any problems.

If Profiler Processor is not processing files, here are some things to check:

  • Check out WAAPI - Create Path Error for a problem that can be triggered by a server reboot
  • Are network drives connected?
  • Does the Windows user that Profiler Processor runs as have full permissions (read and write) to the folder AND the network share?
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6.3. WAAPI - Create Path Error

Symptoms

A dialog box that looks like the following is displayed on the screen:

NOTE: This dialog might not be in the foreground, you may see this in the task bar instead - if this happens, click the weird looking icon, and the error dialog will appear:

Background

There was a bug in Worldox that caused a modal error dialog to appear when the network drives became unavailable (i.e. a server reboot happened, or a network cable was temporarily unplugged).  This bug has been fixed in WACOMMON.DLL dated 20120206.

Resolution

The immediate fix is to click OK on that error dialog, and check the indexer PC after any server reboots.

For a more permanent fix, contact your Worldox reseller to update WACOMMON to newer code.  If Trumpet is your Worldox reseller, you can open a ticket to request an update.

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6.4. "Document for reservation ### cannot be written to" Error Dialog

Background

If a user applies Worldox file level security to a Symphony Profiler reservation file in such a way that the Symphony Profiler user cannot write to the file, you will receive an error in the Symphony Profiler Processor Activity Log:

Because Symphony Profiler uses a Worldox user ID (typically 000000 or MAESTRO) to query Worldox, this user must have access to all reservation files in Worldox in order to do its job.  If it cannot access a file, you will receive the error above.

Troubleshooting Strategy

  1. Option 1: Remove Worldox file level security from the file until the reservation is fulfilled
  2. Option 2: Add the Symphony Profiler user (typically either 000000 or MAESTRO) as an allowed user on the file (this is done from the Edit Profile > Security menu)
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6.5. Ensure Symphony Profiler Processor is Monitoring all Profile Groups

Background

Symphony Profiler Processor will only monitor the profile groups that the user in which it is running as has access (typically this is the 000000 user).  If this user does not have access to the profile group in which a reservation has been created, the reservations will not be fulfilled.

Resolution

  • In the Symphony Profiler Processor application that runs on your Indexer workstation, select Properties > Edit > Preferences > Worldox
  • Select "Refresh" from the middle of the screen
  • If the profile group isn't listed, adjust Worldox security so the Worldox user listed in the preferences dialog has appropriate access
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6.6. Document for reservation ##### (00012345.XPF) can not be written to - it will not be fulfilled

Symptom

Symphony Profiler Processor displays this text in the "History" quadrant (lower right quandrant)

Background

This typically means that the user that Symphony Profiler Processor is running as (typically the 000000 user) does not have permissions to write to the file (in other words, replace the .xpf file with the corresponding scanned pdf file).  This is typically due to a user setting custom security when filing the reservations and not including the 000000 user in the security settings to allow full control.

Resolution

Edit the security of the .xpf file to allow the 000000 permissions to write to the file, or remove security until the reservations have been fulfilled.

Note:  You may wish to take advantage of Worldox's Ethical Walls or File Level Security Classfications in order to ensure that the Symphony Profiler User has the required access.  Please visit:  Configuring Worldox Security Classifications so Reservations can be Secured for more information.

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6.7. Unable to swap files for reservation XXXXX

Symptom

Symphony Profiler Processor displays this text in the "History" quadrant (lower right quandrant)

Background

This typically means that something in Worldox is preventing the user that Symphony Profiler Processor is running as (typically the 000000 user) from modifying the file (in other words, replace the .xpf file with the corresponding scanned pdf file).  This is typically due to the file being checked out, or otherwise unavailable for the user to manipulate it.

Resolution

Search for the XPF file in Worldox, and see what is preventing it from being modified.  If the file is checked out, check the XPF file back in.

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6.8. Symphony fails sending email: PKIX path building failed

Symptoms

Symphony displays the following error:

Unable to send emails - Communication error - sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target 

Background

This caused by a change in new Java libraries.

Solution

Update Java:


Stop Symphony (or stop service if configured to run as a service)


Go to Control Panel and uninstall all instances of Java


Go to Java.com and select 'Download' in the main title bar:



Select 'See all Java downloads':



Select 'Windows Offline':



Install that version and then re-launch Symphony (or start the service if configured to run as a service)




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