Import Agent Locking a File

asked on October 21, 2015

Hoping someone else has seen this.

We are using Import Agent 9.0 to bring files into LaserFiche and have roughly 45 profiles active on the main LF server. I have one profile that is having issues letting go of the file when it imports the document into LaserFiche. The final result is that it duplicates the entry but the order of operation from the event viewer is below -

- IA logs into repository to execute profile

- Document x is successfully imported

- Error moving document to a 'Completed' windows folder. Document is locked by another process.

- Error moving document to 'IAError' windows folder. Document is locked by another process.

- IA logs into repository to execute profile

- Document x is successfully imported (again)

- IA logs out of repository

Originally I thought that possibly the scanner was not letting go of the document and causing Import Agent to lock it, however it appears that Import Agent has no issue moving it the first time. This is a remote location but I am attempting to get a different scanner to test on to see if that helps but I'm doubtful that is the resolution. If anyone has seen a scanner hang onto a document please feel free to chime in. My understanding has always been that the document is not sent until the entire image is processed resulting in one motion rather than it getting partially locked.

The document is not larger than other documents that are imported and this does not occur on a regular basis. The frequency is around 10% but it can go days without having this issue. If I drop the same document back into the 'Hot folder' it will import just fine indicating this is not a document level issue.

Other things I've tried -

- Deleted and re-created the profile

- Ran repair on Import Agent

- Deleted the 'Completed' folder and just let IA delete the file (still locks on attempting to delete the file)

- Dropped Multiple files into the hot folder at once to try and replicate the error but cannot recreate. This points me back to the scanner not letting go of the file.

I'm open to any ideas or suggestions on how to further troubleshoot this.

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replied on October 21, 2015

What account are you using for the Import Agent Service? What path does the Imported file go into once Import Agent has imported it? Does the account have delete rights to the path?

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View 2 previous replies

replied on October 21, 2015

The Import Agent Service runs as the same Windows service account as other LF services. with no issue. The LF user is IAGENT and is only used for Import Agent. The document is moved to a Windows subfolder of the original folder called 'Completed' so I'm not jumping across drives. The LF folder is Accounting\Accounts Payable\00_Incoming Documents\_Incoming POs and Packing Slips. The IAGENT user has rights to delete in LF and the windows service account has rights to delete in Windows.

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replied on October 21, 2015

What antivirus application are they running? Are the LF files, folders, processes and executables exceptions?

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replied on October 21, 2015

Symantec and there is an exception for that folder.

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replied on October 21, 2015

Make sure to include the executables and all the paths that Import agent uses, not just the folder.

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replied on October 22, 2015 • Show version history

There's two ways to troubleshoot file locking problems. First of all, if the file remains locked, the easiest tool to use is Sysinternals Process Explorer. You can download Sysinternals tools for free from https://technet.microsoft.com/en-us/sysinternals/bb545021.aspx. Start up Process Explorer and then under the Find menu there's a command to Find files. Choose that and input the file name. Process Explorer will then show you all the processes that have that file currently open.

If the file is locked while Import Agent is processing it, but whatever is locking it unlocks it soon after, so that when you go to see which process has locked it, the lock is already gone, you need to use another approach. The tool for the job in this case is Sysinternals Process Monitor. With this tool you can monitor in real-time all the processes on your system that accesses that file. Set up a filter to match against file paths that start with the path to the directory containing the file, enable only file system events and then start monitoring. Process Monitor will show you every process that accesses that file in any way. From there you can determine which process has locked the file.

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