Troubleshooting – DocView Capture

This page helps you solve the most common problems. Start with the section that matches what you see. If you are still stuck, contact support with the details listed at the end.

Where to look first

Error page. When something goes wrong in the browser, DocView Capture shows Something went wrong with a Reference. Note it down. It lets support find the exact error in the logs.
Batch Manager. Batches that failed show the Error state with a message. Click the batch to see its properties panel and history.
Administration › DocView Workers. Shows whether each DocView Worker is online, paused, busy, idle or offline, with warnings at the top of the page.
Log files. Each program writes logs to its logs folder, and keeps 14 days. On Azure, they are in %HOME%\LogFiles\DocViewCapture.
Health checks. Open /health/ready on the web app. It checks that the database and storage can be reached.

Installation and start-up

Symptom	What to check
IIS shows HTTP Error 500.19, 500.30 or 500.31	Is the .NET 10 Hosting Bundle installed? Install it, then run `iisreset`. Look in the Windows Application event log (source IIS AspNetCore Module V2) and in `logs\`.
HTTP Error 503	The application pool has stopped. Usually the pool identity has no access to the database or the data folder.
`/health/ready` fails	Test the connection string with the same account the app runs as. Check that storage is reachable: share rights, or the blob connection string.
Workstation: the browser can't reach `http://localhost:5210`	Wait a minute and refresh. Check that the DocView Capture Web service is running in the Windows Services app.
"The key … was not found in the key ring"	Your servers don't share the same key ring certificate. See Install on IIS.

Signing in

I don't know the admin password. On a new installation the administrator is DocView with the password DocView@2026! unless you chose another one in the setup wizard. Another administrator can set a new one under Users & roles. If you are the only administrator, contact support. (Systems installed before the setup wizard, without a password given, had one generated and written once to the web app's logs folder.)
Every page goes to the setup wizard. The server has no database or no administrator yet, or cannot reach its database. Finish the setup wizard; it shows the reason. From another computer you need the setup token.
A user can't sign in. Check under Users & roles that the user is Active. Then check Administration › Security for failed sign-ins and the reason, and for IP rules that block the user's address.
I am signed out after a while. An administrator may have set Sign out after idle time (minutes) or Sessions per user under Administration › Settings.
Sign in with Windows doesn't appear. Windows sign-in must be turned on for the site. See Windows sign-in.
A user can't see a menu item or button. Each module and many actions need a permission. Check the user's role under Users & roles. Some actions are also switched on or off per workflow step in the Batch Setup.

Scanning and the Scan Agent

Symptom	What to do
The Scan screen asks to install the DocView Scan Agent	Click Download, open the downloaded file, and wait a few seconds. You only do this once per PC.
Windows says it protected your PC	Choose More info, then Run anyway.
"A scan agent is running on this PC but it is not set up for this DocView site"	Run the installer offered on the Scan screen. It replaces that agent and connects automatically.
The Scan screen asks you to update the agent	This is expected after a server upgrade. Select Update. If the versions are too far apart, scanning pauses until you update.
"No agent package is available on the server yet"	Ask your administrator. The release web package includes the agent installers.
My scanner isn't listed	Check that the scanner is switched on and its TWAIN or WIA driver is installed. If you installed its driver after the Scan Agent, run the agent's setup program again: it installs the 32-bit or 64-bit agent to match.
Scanning from another PC fails	Scanning from other PCs needs the site to use HTTPS.
Pages have a black area around or below them, or are cut off	Set Page size & cropping to Automatic – each page at its own size in the scan profile or on the Scan settings tab (needs Scan Agent 1.5.6). If your scanner cannot crop by itself, choose its paper size, or add Crop to content to the Batch Setup's image enhancement.
Settings made in the scanner's driver dialog are lost	Set those options to Scanner's setting in the scan profile, so DocView does not set them. What you save with Driver properties is kept on the PC for that scanner.
The scanner button says Not available	Read the yellow bar under the ribbon, or open the scanner button's list. "Switched off, unplugged or asleep": Windows cannot see the scanner — switch it on, check the USB cable, or wake it. "In use by another program": close the other scanning program. The scanner then connects by itself (or click Try now). Pressing a scan button also tries the scanner again, waiting a few seconds while it wakes up. If it still does not connect, open the scanner button's list and choose Reset scanner connection. If Windows itself does not see the scanner (Device Manager shows it greyed out), switch it off and on, or unplug and replug the USB cable.
The scanner jammed, or was switched off during a scan, and now does nothing	On the Scan screen, click the scanner button › Reset scanner connection. This stops any scan and opens the scanner again. Then press Scan again.
Resetting does not help; the driver seems completely stuck	Right-click the Scan Agent tray icon and choose Restart scan agent. The tray menu also has Reset scanner connection.
A scanner window (for example Scanning from Document Feeder) still pops up	DocView asks drivers not to show it unless Show scanner dialog when scanning is ticked in the scan settings. If your driver shows it anyway, turn it off in the driver's own settings (Scanner driver properties).
Another program can't use the scanner	The Scan Agent keeps the scanner open while the Scan screen is open. Choose another scanner in the list to release it at once, or close the Scan screen; the scanner is released 3 minutes later.
Pressing Scan does nothing until you press the scanner's own Start button, or Stop on the Scan screen does not stop the feeder	Update the Scan Agent to 1.5.1 or later (the Scan screen offers it): it tells the scanner to feed as soon as the scan starts and to stop feeding when you press Stop. If your scanner still waits, open Scan settings › Scanner driver properties… and, on Kodak scanners, set the document feeder's Timeout response to Stop scanning (not Pause scanning), then save.
"There is no paper in the feeder"	The scanner reports an empty feeder. Put the documents in the feeder (for elevator feeders, wait until the elevator is up) and press Scan again.
Scan asks you to choose the document type first	The Batch Setup uses one-touch scanning. Press the document type button (or its key) in the Document types panel, then scan. See Scan documents.

See Scan Agent and Scan documents.

Import

Uploads over 30 MB fail. The web app allows up to 500 MB per request. Check whether a proxy or firewall in front of the server has a lower limit. Also check Maximum upload size (MB) under Administration › Settings (200 MB by default).
A watched folder or mailbox doesn't import. Open Administration › Batch Settings › Import sources and use Test. Check that the source is Enabled, and that a DocView Worker has import polling turned on under Administration › DocView Workers.
The REST API refuses a request. Check the X-Api-Key header and that the key has not been revoked. See REST API.

Batches that don't move

Symptom	What to check
Batches stay waiting in an automatic step	Go to Administration › DocView Workers. Is a DocView Worker online? Is its profile paused? Does it run that module and that Batch Setup? Read the warnings at the top of the page.
A batch is locked by someone who has left	Locks expire after Manual lock timeout (minutes), 30 by default. A supervisor can also select Unlock in the Batch Manager.
A batch shows Error	Click it in the Batch Manager and read the message. Fix the cause, then select Retry.
Processing did not finish in time	The DocView Worker's claim on the batch ran out three times. The message says what the worker was last doing (for example OCR page 2 of 3) and why the claim ran out. The worker is no longer running / stopped sending its heartbeat: it stopped or restarted while processing. Look in Administration › Error log for stopped unexpectedly, and check the server's memory and Windows event log. The worker is still running but stopped renewing: the step is stuck, for example waiting for an OCR service; check that service and the worker's log. The clocks differ: set the clocks of the database server and the DocView servers right (Windows Time service). Then select Retry. If it happens again, download a support package from the error and send it to us.
A batch shows as "someone else" in a work list	A four-eyes rule stops you working on a batch you handled in another step. Another operator must open it.
I can't release a batch	A batch rule may be failing, or a required field is still empty or invalid. Use Next problem to find it.
A batch needs processing again	In the Batch Manager, use More › Move to to send it back to any step, including archived batches.

See Batch Manager.

Recognition and extraction

OCR returns nothing or poor text. Check the OCR languages of the Batch Setup and that the language data is in the Tesseract data folder (Administration › Settings). Scan at a suitable resolution.
Documents land in Classification. The classifier was unsure. Add or improve classification rules, or train the classifier. See Document classes and classification.
Fields come out empty or wrong. On the Finders tab, test all finders on your samples in the Samples & testing panel to see which finders miss and why. See Finders and zones.
Cloud OCR fails. Check the key in Secrets under Administration › Settings.

Export

The batch stops in the export step. Read the error in the Batch Manager. Common causes: no export destination, a folder the DocView Worker cannot write to, a wrong secret name, or a template that uses a field that doesn't exist.
Check before you go live. On the Output & export tab, use Check export and Test against a sample batch.
Folder exports on Azure. Folders use the app's own disk on Azure. Use SFTP, REST, SQL or C# script exports instead.

See Output and export.

Getting help

If you are still stuck, contact support. Include the System details from About (select Copy for support), the error Reference if there is one, and the batch name and Batch Setup.