Question

Unable to Import Files

Import Agent

Updated July 29, 2014

asked on July 25, 2014

Import agent is putting all files into a folder called "IAError".

Event log says "There was an error executing the profile XXXX while importing the file "DOC (2).TIF". (The file exists. )"

However, that file doesn't exist already. The folder that the Import Agent moves the files to is empty. Even if I rename the file to something else... (i.e. "zzzDoc (2).tif")... it still fails.

Any suggestions?

Thanks.

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Answers

APPROVED ANSWER

replied on July 28, 2014

You can repair the Import Agent installation from the Windows Control Panel or by running the Import Agent 8.1.1 installation again and choosing the "Repair" option.

After doing so, reconfigure the Import Agent service account to use the Windows AD account, ImportUser. Perhaps try placing that account in the Local Administrators group on that server.

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SELECTED ANSWER

replied on July 29, 2014

We've had this issue come up in the last few days on two separate sites. The solution was to change the service logon account and in one case recreate the monitored folders in Windows.

The fact it came up with no changes to the system made us think it was Windows updates but both clients say none were applied. One said the only change was an update of the anti virus signatures (they were using Norton/Symantec).

Probably unrelated but we had the same error on another site but it occurred when trying to import a Word or Excel document using the add-in.

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Replies

replied on July 25, 2014 • Show version history

check your event viewer where IA is installed. Also make sure that the account that you are using does have the proper access rights to the folder that its trying to send to within Laserfiche Repository.

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replied on July 25, 2014

The event log item is from the server where IA is installed. The Import Agent account has the proper permissions.

This is a mature system that has been in use for quite awhile. It stopped working only yesterday. There have been no server changes that I'm aware of. (I know... famous last words.)

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replied on July 25, 2014

What version of Import Agent are you using? Where any of volumes associated with the repository restored from backup recently or moved?

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replied on July 25, 2014

Import Agent 8.1.1. No data has been moved or restored from backup.

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replied on July 25, 2014

If you try to import a document through the LF Client as the same user and with the exact same settings as Import Agent, does that work?

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replied on July 25, 2014

I hadn't thought of that. I just now logged into the LaserFiche Client as the ImportUser. Clicked on File/Import, then browsed to the folder where DOC (2).TIF exists. It imported fine using that method.

Knowing that that works, I just tried again with a new document, and it still fails when the Import Agent tries to do it. Very strange.

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replied on July 25, 2014

What specific account is being used for the Import Agent service? Is it the Local System account or is it separate Windows account? What location is Import Agent monitoring and importing the files from? Please indicate the exact path that's configured in the Import Agent profile. Is the folder local or on the network?

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replied on July 25, 2014

The users scan their documents on the photocopier, and the photocopier places the scanned files into a folder called d:\scans on the LaserFiche server.

The Import Agent is using a Windows AD account called ImportUser. The Import Agent profile is looking for files in d:\scans, and imports them into \Finance\New Scans in the repository.

As I said, this has worked fine up until now, but suddenly stopped working today.

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replied on July 28, 2014

We have always set our photocopier to output scanned files as .tif files. Today I changed it to output a .pdf file, and now the file import works properly.

As soon as I change it back to a .tif file, it fails again. Same message in the Event Log: "There was an error executing the profile XXXX while importing the files <filename>. (The file exists)"

Any idea why it would suddenly stop importing .tif files?

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View 2 previous replies

replied on July 28, 2014

Do you have the Import Agent profile configured to OCR image files? I'm wondering if that may be related. Try unchecking the "OCR image files" option and saving the profile. See if the issue still occurs for newly scanned tiff images.

If there is still an issue, can you try upgrading Import Agent to version 9? If the issue no longer occurs when Import Agent doesn't OCR, then you can try running a repair of Import Agent 8.1.1 (or also upgrade to Import Agent 9 as well).

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replied on July 28, 2014

Just tried your suggestion, but unfortunately I got the same results.

I can't upgrade the Import Agent at this time. How do I repair the Import Agent 8.1.1?

Also, here is perhaps another clue. When I went to Profile/Options on the Import Agent, I got the following error message: "There was an error loading the list of OCR languages......" (See attached screenshot for full text.)

LaserFiche Error Message.jpg (29.56 KB)

| Download

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APPROVED ANSWER

replied on July 28, 2014

You can repair the Import Agent installation from the Windows Control Panel or by running the Import Agent 8.1.1 installation again and choosing the "Repair" option.

After doing so, reconfigure the Import Agent service account to use the Windows AD account, ImportUser. Perhaps try placing that account in the Local Administrators group on that server.

1 0

SELECTED ANSWER

replied on July 29, 2014

We've had this issue come up in the last few days on two separate sites. The solution was to change the service logon account and in one case recreate the monitored folders in Windows.

Probably unrelated but we had the same error on another site but it occurred when trying to import a Word or Excel document using the add-in.

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replied on July 29, 2014

Alexander: I ran the repair on the Import Agent, and that fixed the error message about "Loading the list of OCR languages", but unfortunately it didn't resolve the original issue.

Nigel: Yes, I've tried creating new monitored folders with different names and reconfiguring the Import Agent to watch them. Same results.

I've also configured the Import Agent to us the Admin account... same results.

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replied on July 29, 2014

Problem resolved!

The solution was to change the account which the Import Agent service runs under... from Local System... to an AD account.

Thank you Nigel Maddocks.

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Unable to Import Files

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