DocStar Invoices Stuck In Image Processing

ECM
1

We are on DocStar version 23.1.132.

Just wanted to get a quick message out here to see if anyone knew how to resolve an issue where a message stating “Image Processing…” appear and never goes away for invoices.

This happens in two places, when clicking on an invoice in a folder the right side of the page typically has a thumbnail preview of the document but now in it’s place it just forever says “Image Processing” along side a PDF icon.

The second place this occurs is when clicking into an invoice just above the preview area where a ribbon would typically be presented it states this same message.

We have restarted the DocStar server in hopes that would resolve it but it didn’t.

Also, I wanted to add images here to help visualize this but I am unable to because I am a new user.

Thank you,

Brandon Kveene

2

The ECM server ‘outsources’ image processing and a few other tasks to the connected ECM Clients. At a minimum, your ECM server should also have an ECM client running, connected, and licensed for these tasks. If your volume is high, then a few ECM clients (on end point computers or other servers) should also be running.

The other option is to stop those documents, disable image processing and resubmit the documents. You may still have to clean up the distributed queue (on the Admin Menu).

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3

here is from a case I had about images not getting processed. for me it seems the Automation Service is the key.

There is no documentation on what services to stop/start/restart when images are not being processed.

But you can always refer to the below mentioned steps for primary troubleshooting:

  1. Verify that Epicor ECM DQM Service and Eclipse Automation Service is running. Additionally, also make sure your Epicor ECM Client is running.
  2. If they are already running, I would suggest you to restart them.
  3. Once you have restarted, verify that a processor is now listed under Admin → Distributed Queue Management → Queue Processors.
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4

Under actions, click on Requeue Imaging.

image
image644×1162 83.6 KB

5

@MikeGross Thanks Mike for the speedy response. After a bit more digging I did find some additional information on the Epicare site that provided another solution as well. Going to work through this using both insights.

For future reference here is the Epicare suggested solution: KB0093001 - PDFs not rendering

  1. Loaded client up and went to Configure Services tab and Checked Imaging
  2. Needed to restart the Eclipse Automation Services from the log Viewer > Automations tab > Stop (wait for stop) > Then Start (wait for start)
  3. Went on Docstar to Distributed Queue list and refreshed and the images were being grabbed by that client now and rendered.
  4. Once rendered I had user navigate to image and annotations toolbar as there and image was rendered.
2 Likes
6

@gpayne Looks like we both came to the same solution. Thanks for the response!

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7

@Anthony_Gercar Thanks for the additional option. Looks like I’ve got a good number of potential solutions to work through!

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8

Sometimes your client throws errors or gets hung up. When that happens, it leaves the documents in that processing status. This corrects that issue.