Common problems

In order to simplify the solution finding process, the problem should first be narrowed down:

• Is only one device or device circuit affected?
• Is only one user or group of users affected?
• Is it a global problem?
• When did the problem start?
• What was done beforehand? Consider not only IQ4docs, but also the system environment:
  • Have Windows updates been performed?
  • Have the servers been restarted?
  • Were there any problems in the network environment (name resolution)

This way, the areas where the problem occurred can be narrowed down and a solution can be found more quickly.

Often the documentation also helps to solve problems or to implement requirements.

The installer may have been started from a restricted system folder, this is, for example, c:\ directly. Create a folder (e.g. d:\Installer) and run the installer from this folder. If necessary, check other restrictive additional programs such as virus scanners.

• The old hostname might still be in the registry. After uninstallation, the directory (complete installation directory) and registry entries (HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\MSE) must be deleted manually.

If not even the log files of the microservices are being written - which normally happens immediately after the start without any user interaction - it is probably because the microservices are not running. This might be because the required role features of IIS were not installed correctly. Check the installation of the features using the System Requirements.

• The MongoDB service might not be running. Check whether the service is running and restart it if necessary
• Is any required proxy entered in the browser?
• Is there anything to be seen in the AuthenticationService.log?

• Configuration missing (device cannot resolve name of server)
• Configuration present, but RabbitMQ cannot be reached (ports in firewall free?)

Problems that require network access are very often caused by malfunctioning name resolution. During the installation process, hostnames are entered at various points for the communication of the components. If these cannot be resolved, various access problems arise in the IQ4docs system. Consequently, it is essential to check to be sure the name resolution is working correctly.

• The device has already been added to the list of devices.
• The name of the server cannot be resolved by the device.
• Look in the log file of the DeviceService to see if errors occurred.

• Check whether all URLs have been entered correctly in the WebAdmin (see also System Areas).

• Check that the RAW protocol is activated on the device (data are sent to the device as a print job).
• The manufacturer must be set on the device.

• Messages on the device (if available)
• Card reader cannot read card (no signal, beeping or something)
• Card output might not be passed on (card reader license missing), logs from DeviceClients or COM services
• Card number not available in DB (possibly card reader is outputting different number than stored in DB)

The possibilities for modification depend greatly on the printer driver and the description language used. Not all changes are possible for all description languages, see also Possible changes to a print job.

If a menu item is missing (e.g. Fax) you have no workflow of this category (e.g. no fax workflow). This may be because there is no workflow of this category or you are not allowed to use a workflow of this category.

In this case, the activation can be carried out by means of a technician code (this is known to trained technicians - if necessary contact your IQ4docs contact person). Wait until the status LED flashes briefly and then quickly enter the technician code.

Starting the application pools might only work with integrated Windows users (local system, application pool identity etc.) but not with another user. If this is the case, the user may have too few rights, see also Change System User.

Most likely the user (identity) for the ImageService in IIS has been changed and the sharing of the right to the Workflowfiles folder for this user was omitted.

• User for directory access does not have access to the destination directory (image service or specified in the module).
• Service does not have access to workflow files directory (OCR error messages in log)

If this has happened, it might be because the personal identifier was changed during import in IQ4docs 4.0 or 4.1. By default, this contains the GUID of the user data record in LDAP. If card data was read from a CSV file, the value may have been set to the login name to create a common identifier to the card data in the CSV file. To prevent data loss, before updating from version 4.0 or 4.1, set the personal identifier back to the GUID (empty the field) and run the import again. The personal identifier of the user must then once again contain the GUID of the LDAP. Only carry out the update now.

If data have already been lost, please contact your IQ4docs contact person.

• End event from print job does not arrive at the server
  • Problems with RabbitMQ
  • Name resolution
  • DB cluster
• Problems with the module that follows after Send to device? (e.g. accounting, info in its server logs)

• Login name not present
• Login name present twice (unique assignment not possible)

• Restart DeviceService application pool
• Key cannot be imported (possibly bug)
• License cannot be activated by e-mail (HTML mail not allowed)

Identical logins can occur if users were imported from different domains or subdomains.

• Instead of the login name (SAMAccountname) use the fully qualified login (UserPrincipalName).
  • Pass the domain via a separator page
• Enter the domain or import source on the separator page (if the login is not unique)
  • AD authentication does not work for logins that are duplicated

• Cluster nodes cannot see each other (for a short time) and split off from each other.
• This can be detected via the web interface of RabbitMQ; in Overview this is displayed in red at the top (including who can no longer see whom).
• If the condition does not resolve on its own (e.g., after a few hours):
  • Restart the cluster node (Windows service), which can no longer be seen by two others.
  • If this is not enough, restart the other cluster nodes one after the other.
  • Target: All cluster nodes are displayed green again and the error message is gone.