Troubleshooting

If you get an error message when trying to connect a Processing Station, follow the steps below:

• Verify that the current license allows connecting one more Processing Station.

• Make sure that the workstation you are trying to connect has the ABBYY Recognition Server Processing Station component installed. Make sure that the Processing Station service is started in Control Panel > Administration Tools > Services snap-in. Without this service running, the workstation will not be recognized as a valid Processing Station.

• Make sure that the Server Manager PC and the Processing Station PC are in the same domain or in the same workgroup.

• Make sure that on the Server Manager PC and on the Processing Station PC the required ports are opened:

  • If the Named Pipes protocol is used (default option), the 445 port must be opened. Make sure that the computer where the Processing Station is installed can be accessed from the computer where the Server Manager is installed, and vice versa. If not, make sure that the option "File and Printer Sharing for Microsoft Networks" is selected in the Local Area Connection Properties dialog box (Start>Control Panel>Network Connections>Local Area Connections>Properties) on both computers.

  • If TCP/IP is used, make sure that the ports you have specified in the registry are opened on both computers.

• The Windows firewall may be blocking the work of the services. In this case, add the services to the list of exceptions and allow them to be run:

  • On the computer where the Server Manager is installed, open Start>Control Panel>Network Connections>Local Area Connections>Properties>Advanced>Windows Firewall Settings>Exceptions>Add Program>Browse and select the file OCRServer2.exe.

  • On the computer where the Processing Station is installed, open Start>Control Panel>Network Connections>Local Area Connections>Properties>Advanced>Windows Firewall Settings>Exceptions>Add Program>Browse and select the file OCRStation2.exe.

• Open Control Panel > Administration Tools > Services snap-in and make sure that the Server Manager and the Processing Stations services are run under the same user account. In the case of a domain-based network, this must be a domain user account. In the case of a workgroup network, this user must be the Administrator or a member of the Power Users group and must have a non-empty password.

If you get an error message when trying to connect to the Recognition Server from a Remote Administration Console installed on a different PC, follow the steps below:

• Make sure that the Server Manager PC and the Remote Administration Console PC are in the same domain or in the same workgroup.

• Make sure that the Server Manager service is started in Control Panel > Administration Tools > Services snap-in.

• Make sure that on the Server Manager PC and on the Remote Administration Console PC the required ports are opened:

  • If the Named Pipes protocol is used (default option), the 445 port must be opened. Make sure that the computer where the Remote Administration Console is installed can be accessed from the computer where the Server Manager is installed, and vice versa. If not, make sure that the option "File and Printer Sharing for Microsoft Networks" is selected in the Local Area Connection Properties dialog box (Start>Control Panel>Network Connections>Local Area Connections>Properties) on both computers.

  • If TCP/IP is used, make sure that the ports you have specified in the registry are opened on both computers.

• In the case of a workgroup network, make sure that the user who runs the Remote Administration Console is the Administrator or a member of the Power Users group and has a non-empty password. Make sure that an account with the same username and password as those of the user who runs the Verification Station (or the Remote Administration Console) exists on the computer on which the Server Manager is installed. If the account does not exist, create it.

If you get an error message when trying to connect to the server from a Verification Station installed on a different PC, follow the steps below:

• Make sure that the server location is specified properly in the Station Properties dialog box

• Make sure that the Server Manager service is started in Control Panel > Administration Tools > Services snap-in.

• Make sure that the current license allows connecting one more Verification Station.

• Make sure that the Server Manager PC and the Verification Station PC are in the same domain or in the same workgroup.

• Make sure that on the Server Manager PC and on the Verification Station PC the required ports are opened:

  • If the Named Pipes protocol is used (default option), the 445 port must be opened. Make sure that the computer where the Verification Station is installed can be accessed from the computer where the Server Manager is installed, and vice versa. If not, make sure that the option "File and Printer Sharing for Microsoft Networks" is selected in the Local Area Connection Properties dialog box (Start>Control Panel>Network Connections>Local Area Connections>Properties) on both computers.

  • If TCP/IP is used, make sure that the ports you have specified in the registry are opened on both computers.

• In the case of a workgroup network, make sure that the user who runs the Verification Station is the Administrator or a member of the Power Users group and has a non-empty password. Make sure that an account with the same username and password as those of the user who runs the Verification Station exists on the computer on which the Server Manager is installed. If the account does not exist, create it.

• If the connection with the Server Manager cannot be established with “No workflows found" message, this means you do not have the permissions to verify pages from any of the Recognition Server workflows. You need the verification permissions for at least one workflow in the Remote Administration Console.

1. On the Actions menu of the Verification Station, select the Station Properties item. The Station Properties dialog box will open.

2. Make sure that the correct server name is entered in the Server location field. If the Server Manager is installed on the same computer, the server location must be "localhost" or "127.0.0.1". Click the Test Connection button to check the connection with the Server Manager.

• If the server location is correct but the connection with the Server Manager cannot be established and the message "Unable to perform RPC call. The RPC server is unavailable" is displayed, the administrator should make sure that the Server Manager is installed at the specified location, its service is running, and the computer is accessible from the LAN (for detailed information, see the Troubleshooting section of the Administrator's Guide).
• If the server location is correct but the connection with the Server Manager cannot be established and the message "Unable to perform RPC call. Access is denied" is displayed, the administrator should check the authorization settings for the connection between the Server Manager and the Verification Station (for detailed information, see the Troubleshooting section of the Administrator's Guide).
• If the server location is correct but the connection with the Server Manager cannot be established and the message "No workflows found" is displayed, you do not have the permissions to verify pages from any of the Recognition Server workflows. You need the verification permissions for at least one workflow. Permissions are granted by the administrator in the Remote Administration Console.

3. Make sure that the required workflow is present on the list of workflows and is checked. If the workflow is not on the list, then either verification is not enabled for this workflow, or you do not have the permissions to verify pages from this workflow. Ask the administrator to enable verification for this workflow or grant you the verification permissions in the Remote Administration Console. Note: The list of workflows may be disabled if the administrator has prohibited your user account from selecting workflows on the Verification Station.

4. Check if there are unverified pages in the selected workflows.

If the address of a non-existent computer is specified in the registry as the server location, the Verification Station may hang at startup. To prevent this, in the registry remove the following values:

HKEY_LOCAL_MACHINE\Software\ABBYY\RecognitionServer\2.0\DefaultServerLocation

HKEY_CURRENT_USER\Software\ABBYY\RecognitionServer\2.0\VerificatonStation\ServerLocation

Then restart the Verification Station.

When image files are dropped into the Input folder, Recognition Server immediately imports them to its temporary folder and starts processing the images placed in the temporary folder. Once the images are processed, the resulting files are sent to the output destination specified in the job settings, or (if there were issues during processing) to the Exceptions folder.

Therefore, when images are deleted from the Input folder, it means that they are being processed and should soon appear in either the Output or the Exceptions folder. The administrator can track the status of each document in the Jobs node of the Remote Administration Console.

For all jobs that are rejected and placed into the Exceptions folder, Recognition Server logs the reasons for rejection. The error messages for a rejected job can be viewed:

• in the Job log node of the Remote Administration Console, by double-clicking on the Failed job;

• in the XML result file which is published to the Exceptions folder together with the rejected image. The XML result file has the Error section in which the error message is written (for example, <Error>Recognition quality is too low.</Error>).

The e-mail notifications require integration with Microsoft Exchange Server.

To set up e-mail notifications, check “Notify the administrator if a failure occurs” option in the Recognition Server properties dialog box and then configure your mail client. For detailed instructions, refer to the “How to Configure Your E-mail Client” article in the Help file or consult the Administrator’s Guide.

If a workflow remains in “Starting” mode and Recognition Server does not allow you to stop or re-start it, open the Server log node and check for an error message explaining why the workflow cannot be started. The most probable reason is that one of the folders (Input folder, Output folder, or Exceptions folder) cannot be accessed by Recognition Server.

This message means that the account under which the Server Manager service is running is not configured correctly for accessing the selected mailbox.

Please note that the Server Manager and the Processing Station services must be started under a user account in order to be able to process and send e-mail.

For instructions how to set up an e-mail account refer to “How to Configure Your E-mail Client” article in Help topics or consult the Administrator’s Guide.

This message means that the account under which the Server Manager service is running is not configured correctly for sending e-mail messages.

For instructions how to set up an e-mail account refer to “How to Configure Your E-mail Client” article in Help topics or consult the Administrator’s Guide.

Please note that the Server Manager and the processing Station services must be started under a user account in order to be able to process and send e-mail messages.

This message means that the account under which the Server Manager service is running is not configured correctly for accessing the selected SharePoint Server library.

The Server Manager and the Processing Station services must be started under a user account which has at least Contributor permissions for the selected SharePoint library. For more information refer to “How to Configure Publishing Documents to a SharePoint Server” article in Help topics or consult the Administrator’s Guide.

The Server Manager stores all the files queued for processing in its temporary files folder, the default path to which is <Installation folder>\Bin\RecognitionServer2Temp. If there is not enough disk space on the drive where the program’s installation folder is located, you can change the path to the temporary folder and select another hard disk. The path can be changed in the Recognition Server Properties dialog box.

You may want to retrieve an image file before ABBYY Recognition Server has finished processing it (for example, if a document is taking too long to process, or if a network connection error has occurred).

The image can be retrieved from the Images subfolder of the Server Manager temporary files folder. The path to the Server Manager temporary files folder can be viewed and changed in the Recognition Server Properties dialog box. The default path is <Installation folder>\Bin\RecognitionServer2Temp.

The image is stored in this temporary files folder starting from the moment when it is taken from the Input folder and until it is published to the Output folder. The Job ID is attached to the beginning of the image file name.

1. The status of jobs in the processing queue can be viewed in the Jobs node of the Remote Administration Console.

2. Recognition Server processes queued jobs in accordance with their priorities. Jobs of the same priority are processed according to their creation time. You can increase the priority of jobs having Waiting status (i.e. which the program has not yet started to process). To increase a job’s priority, double-click on the job in the Jobs node and change the job priority in the Job Properties dialog box.

3. To cancel a job, select the job in the Jobs node and press Delete button, or select Delete item from the job context menu. To empty a jobs queue, select Delete All item on the context menu of the Jobs node.

Open the Jobs node of the Remote Administration Console and check the status of the job:

• “Waiting” status means that the file is not yet being processed. This can happen if there are other files in the queue that are being processed by Recognition Server ahead of your file (either they where imported by Recognition Server earlier than your file, or they have a higher priority).
  If there are no jobs ahead, and the first job in the queue has Waiting status, that means the Processing Station cannot pick up the file. Check the status of the Processing Station. If it is not running, check for an error message in the Server log.

• “Processing” status means that the file is currently being processed. Processing can take a long time if the file contains multiple pages, was poorly scanned, or if a wrong OCR language is being used to process it. To avoid this, you can set a time-out for job cancellation on the Quality Control tab of the Workflow Properties dialog box. If this option is selected, Recognition Server will automatically reject files that have been processed for too long.

• “Queued for Verification” status means that the job is waiting to be verified on a Verification Station. It will not be published to the Output folder until it is verified. In this case, run a Verification Station and verify the necessary pages form the job.

• “Processed_Paused” status means that it cannot be published to the output destination. If this is the case, open the Server log and check for an error message explaining why the job cannot be published.

The counter is incremented by 1 when processing an A4 page or smaller. When processing a page which is n times larger than A4, the counter will be incremented by n.

So, most probably the size of the image you are processing is too large. Open the image in an image editor and check if the image dimensions are larger than the A4 page dimensions (210 mm x 297 mm, or 8.3 in x 11.7 in).

When processing a large batch of images, some of these images disappear (they appear neither in the Output folder nor the Exceptions folder), and at the same time there are a lot of files in the RecognitionServer2Temp and ProcessingStation2Temp temporary folders and there are a lot of «Access to the file was denied», or «A sharing violation occurred while accessing the file», or «The file was not found» messages in the Server log. Such error messages mean that some system settings cause a conflict of file access. In these cases we recommend to set antivirus program or any other specific programs so that they do not check the temporary folders of the server (<Installation folder>\Bin\RecognitionServer2Temp) and processing station (<Installation folder>\Bin\ProcessingStation2Temp) of ABBYY Recognition Server.