Get support

DocView Capture is developed and supported by Dev Soft UK Ltd. We are happy to help with installation, setting up Batch Setups, licensing, and any problems you run into.

Contact us

Email support@docview.ai is the best way to reach us for support and all other communication, because you can attach the details we need.

You can also find these contacts inside DocView Capture:

• in the footer at the bottom of every page, under Support;
• in the account menu (your initials), under Email support and About and support;
• on the sign-in page, under Need help signing in?;
• on the error page.

Before you contact us

Many questions are answered in this help. You may find a quick answer in:

• Frequently asked questions
• Troubleshooting
• Glossary

If you can't sign in, ask your DocView Capture administrator first. They can reset passwords and check your role under Users & roles.

What to include

The more we know, the faster we can help.

The quickest way: a support package

A support package is one file (.dvsupport) with what we need to investigate:

• the versions and licence, and the clocks of the servers;
• the DocView Workers, with their last log lines;
• the settings (never passwords, keys or other secrets);
• the errors of the last 14 days and the web app's last log lines;
• for a batch, its history, documents, pages and Batch Setup.

Download it from:

• a batch's error: the red box in the Batch Manager panel or on the batch's page, or More › Download support package;
• an error: in Administration › Error log;
• the whole system: on the About and support page.

Page images and field values are left out unless you tick Include page images and field values, because they may hold personal data. Tick it only when the problem is about what is on the pages.

Attach the file to your e-mail to support@docview.ai with a short description of what happened. Downloading a package is recorded in the audit log.

Your data stays between you and Dev Soft UK. Every support package is encrypted before it is downloaded (AES-256 with a new key for each package, that key protected with Dev Soft UK's 4096-bit RSA support key). Only Dev Soft UK support can open it: not your e-mail provider, not anyone who forwards or finds the file, and not DocView Capture itself. Any change to the file is detected when we open it.

If you cannot download a package, please include the following.

1. System details

The About page shows the version and build of DocView Capture. Administrators also see a System details panel with information about the installation.

1. Open the account menu (your initials at the top of the page).
2. Select About and support.
3. In System details, select Copy for support.
4. Paste the text into your email.

If you are not an administrator, send us the Version shown on the About page instead.

2. The error reference

When something goes wrong in the browser, DocView Capture shows a page headed Something went wrong, with a Reference. The error has already been logged. Quote the reference, because it lets us find the exact error in your logs.

Tip: The email link on the error page fills in the subject for you, including the version and the error reference.

3. What happened

Tell us:

• what you were trying to do;
• what you expected to happen, and what happened instead;
• the batch name and Batch Setup, if the problem is about a batch;
• whether it happens every time or only sometimes;
• when it started, and whether anything changed around then, such as an upgrade.

A screenshot often helps.

4. For installation or server problems

If the problem is with installation, DocView Workers or start-up, these help too:

• how DocView Capture is installed: single workstation, IIS or Azure App Service;
• the relevant log files from the logs folder of the web app or DocView Worker (on Azure, from %HOME%\LogFiles\DocViewCapture);
• the result of /health/ready on the web app;
• what Administration › DocView Workers shows.

5. For scanning problems

• the scanner make and model;
• whether the scanner has a 64-bit or a 32-bit TWAIN driver, or uses WIA;
• the Scan Agent version, which the Scan screen shows when it differs from the server.

Protect your data

Important: Never send passwords, API keys, connection strings or cloud OCR keys by email. If a log or screenshot contains personal or confidential information from your documents, remove it before you send it, or tell us so we can agree a secure way to share it.

Licensing and sales

For questions about licences, pricing or a demonstration, email support@docview.ai or visit www.docview.ai. Your licence details are under Administration › Settings › Licence.