Banner Document Management Suite

(BDMS) Web Access FAQ

Revised: 6/11/2015 3:27 PM

FAQs

End User

1. I have a new PC and need BDMS Installed.

2. How do I log into BDMS?

3. POPUP Blockers

4. I’m getting an error message stating “document failed to “lock.

5. When trying to delete a document I’m getting the following message -

Error deleting document with Doc ID =

6. My scan button is greyed out.

7. I’m getting a message stating “failed to load object id” or “The IE

Browser does not support or could not load OBJECT”.

8. I’m getting a error message “The document index can not be modified

because it is currently locked by another user.

9. Can I use Mozilla Firefox as my browser?

10. When I index a document I get the error “Unique Key Violation has

Occurred”

11. How do I hide (redact) the SSN number before I print or Export.

12. How do I change the orientation of a page and save it.

13. How do I index a document for an incoming student who does not

have a CWID?

14. Error when trying to export a document. “Save File Error!”

15. I Changed my password and cannot log into BDMS directly

16. My NOTES Word document is not working.

17. My Notes is displaying Windows User when it should display my user

name.

18. When using My Notes the save button is grayed (greyed) out.

19. How do I copy a page to my Windows Clipboard?

20. Each time I log into Banner I get a Security Information window

stating “This page contains both secure and nonsecure items” or “Do

you want to view only the webpage content that was delivered

securly? How do I turn this off?

21. I upgraded my workstations ActiveX controls to the 6.5 versions and

now the ISIS driver is unavailable.

22. How can I find out if I have Administrator rights on my workstation?

23. Exporting PDFs – I am having troubles exporting documents to PDFs.

All or some pages are blank.

24. How to change the last name or first name on a tilde ID document

index.

25. Getting the following error message: Server configuration does not

allow a request of this size.

26. Getting the following error message: Permission denied to application

B-G-ID.

27. How do I create a new Version of a document page?

28. About BDMS Email options.

29. BDMS Email is creating multiple PDF attachments for a single

document.

30. BDMS Email – getting a Failure sending mail error message.

31. When indexing a document getting a “Full text index document

failed” warning message.

32. Getting the error message “The document context could not be

found” or “Failed to retrieve configuration xml document”.

33. Importing a PDF is slow.

34. I am not able to create a cross application query.

35. How do I Index an Outlook Email?

36. Page is displaying as all BLACK.

37. Canon scanner install – Scanner will not load. Displays “scanner not

loaded” at bottom of screen.

o Or, User only able to scan one page, get failed to load scanner

then they have to log out of Banner or exit BDMS.

38. Banner screen not showing after indexing a document via the Banner

buttons.

39. When scanning user is getting the error Internet Explorer has stopped

working.

Technical

40. Where are the registry entries stored for my scanner configuration?

41. About EMC License files.

42. How to remove document locks.

43. Removing AppXtender Desktop is taking a long time?

44. Isis Drivers are not available.

45. Scanning Color Paper on a Fujitsu 6250.

46. Getting the following error when trying to import large files.

o HTTP error. Status code=’223’

o Server configuration does not allow a request of this size.

47. How to delete large numbers of documents from an application.

48. Form Overlay – I changed a form but it is not taking effect. – Must

reset web servers

49. Windows 7 Upgrades

I have a new PC and need BDMS Installed. BDMS is a web based application and does not require an install. However, in order to view and scan documents BDMS requires some controls to be installed on your workstation. The easiest method is to run the client install. Note: you must be an administrator of your PC to install this or any other components. Most users are.

Run the client installer - o Turn off all Popup Blockers. See faq Popup Blockers

WINDOWS 7 – Turn off User Access Control o Click on the following link.

bdms_active_x_install_6_5 o Click Yes when prompted “Do you want to install all Web .NET Client

Components?” This will run unattended for a couple of minutes.

o There may be additional components needed and BDMS will install as needed. A window like the following will appear. Click on Install.

The BDMS site https://bdms.battery.cofc.edu/ should to be added to the Internet Explorer Trusted Sites

Open Internet Explorer, select Tools then Internet Options.

Select the Security tab, select Trusted Sites, then click the Sites button. o Add https://bdms.battery.cofc.edu/ . o In addition you may need to change some settings in IE explorer.

Click on this link. On the IE window click on Tools then Internet Options. On the General tab click on the Settings button under the

Browsing History section. o Check the Automatically option under Temporary Internet Files. o Click OK

WINDOWS 7 USERS o We have found that when importing WORD documents some

settings need to be changed. Check the “extra trust to the VBA project” under the Trust

Settings in WORD Verify that the trusted site includes the https:

Scanner – If the user is experiencing a “failed to load scanner driver” issue. o Have the user log into the TEST environment and scan a document.

This will prompt the user to download two active X controls. http://tlee/AppXtender/Login.aspx

How do I log into BDMS?

From Banner click on one of the BDMS icons.

Or, go directly to the BDMS website. o The urls for bdms are as follows –

PROD - https://bdms.battery.cofc.edu/appxtender/login.aspx

TEST - http://tlee/AppXtender/Login.aspx

Tip: Accessing Test BDMS from Banner will require that your MyCharleston password is synced to Banner and synced to BDMS. If you don’t know your TEST MyCharleston password create a helpdesk request.

Popup Blockers

Popup blockers must be turned off. You may have more than one popup blocker installed if you have loaded a Yahoo or Google popup blocker. To turn off popup blockers for Internet Explorer:

Click on the Internet Explorer Tools button or menu option (top).

Mouse over Pop-up Blockers and choose Turn Off Pop-up Blocker

Go to this link to learn how to easily turn off popup blockers for other browsers. https://www.virtualhrcenter.com/popup_blockers.htm

Tip: If Helpdesk has worked on your PC you may have to turn off popup blockers.

If you are using Internet Explorer and your popup blocker is on you may receive an information bar like the following. Click your mouse on the “click here” and choose “Install Active X Controll”.

I’m getting an error message stating “document failed to “lock or When trying to delete a document I’m getting the following message - Error deleting document with Doc ID =

If you occasionally receive a message stating “Unable to lock the document….” or “The document index can not be modified because it is currently locked by another users” while attempting to add pages, modify an index or delete an existing document then this may be of help.

When you index or modify a document in Bdms the system locks the document so other users cannot make changes while you are working on the document. If you close down the Bdms

window by clicking on the red X this leaves the document locked until Bdms periodically clears out in-active sessions. There are two options to help this situation. First, navigate away

from the Bdms screen by clicking on the Application List icon. This unlocks the document and you can now close the Window. Another option is to use the logout option by clicking on

the logout icon. When you get the login screen the window can be closed.

Tip: All sessions are reset each night which removes document locks. Try again the next day.

My scan button is greyed out.

This means that WebXtender cannot find your scanner. Try these solutions to resolve the issue.

Verify that your scanner is powered on. Logout then Login to WebXtender.

Click on the Scanner Setup button. Choose Select Scanner and then click on your scanner.

While viewing a document your scanner is disabled by default. Click on the Page

option (top) then Enable Scanning.

I’m getting a message stating “failed to load object id”. Three possible causes –

This means that your browsers PopUp blocker is not allowing WebXtender to load the necessary control. Turn off any PopUp blockers you may have installed. (see FAQ)

Also, you may not have administrator rights on the workstation. Click here to learn how to check.

You may need to add the bdms url to your trusted sites. o Open a BDMS window to the main menu (application list) o Click on your Internet Explorer TOOLS option. (top menu bar) o Click on Internet Options o Click on the Security tab.

o Click on Trusted Sites

o Click on the Sites button. o You should see the following in the window. Click on the ADD button.

o o Click Close and OK.

Can I use Mozilla Firefox as my browser? Only Internet Explorer is completely supported. If you are only viewing documents then Firefox will work. It is slower and does not have all of the functionality.

When I save a new page I get the error “Unique Key Violation has Occurred” This means another document is indexed with the same values. You can either change the index values to make them unique or add the document as another page to an existing document.

Click on the Select Indexes and Key Reference button.

This will display a list of all documents indexed for the Document Id and Document Type. Find the correct document and click on the Add Page button.

How do I hide or redact the SSN number before I print or Export? View the document.

Using the Annotation Toolbar click on the rectangle, Fill and Redact buttons.

Create a rectangle around SSN. This will redact the ssn from viewing.

Click on the Save button

When unselect the Annotations by clicking on the Rectangle, Fill and Redact buttons.

If a user has the security rights they may hide annotations by clicking on the

Show/Hide Annotations button.

Tip: The annotation buttons are on/off toggle. Do not double-click.

Tip: Change your line width and color before you redact. These settings are

remembered for future WebXtender sessions.

How do I change the orientation of a page and save it? View the Document.

Using the Rotate Buttons set the orientation.

Click on the Page Menu button and choose New Version then Current View.

Tip: Your scanner driver may have a text recognition feature. Turn this on and the pages should reorient during the scanning process.

How do I index a document for an incoming student who does not have a CWID?

Create a pseudo ID by prefacing the ID with the tilde character ~. A good practice is to build the id using first the ~, then the first 4 characters of

the last name, a period “.”, then the first four characters of the first name.

Tip: Fill in as much information as possible. (SSN, Birth Date…ect). This will make re-indexing to the Banner ID much easier.

Error when trying to export a document. “Save File Error!” You may need to update your AppXtender Adobe Component. Click on START then RUN and enter \\requiem\Installers\BDMS Double-click on the executable WxClientInstaller.exe Click OK. This will run unattended for a few minutes. When completed your

workstation will have the latest AppXtender Components. Re-try exporting a document.

I Changed my password and cannot log into BDMS directly? You need to sync your new password with BDMS.

Log into MyCharleston. o If this concerning your TEST access you need to log into Test

MyCharleston which can be accessed using this url - https://testluminis.cougars.int/cp/home/displaylogin

o Once logged in, click on the INTERNET NATIVE BANNER link (INB) and log into Banner.

You will see a message that your Banner password has been synced.

o On the top menu bar click on the Display Document button. o You will receive a message stating that your password has been synced.

Note: the mouse pointer remains an hour-glass. Click on Continue or OK. o You may receive a BDMS error screen. Disregard. Your password is now

synced. o Close the BDMS window.

My NOTES Word document is not working correctly. o You will need to enable Macros in Word.

Click on the FILE tab then Options. Click on Trust Center then Trust Center Settings Enable the following option

Also, you may need to Enabled “display mixed content” in IE

o Another option is to change how bdms opens Word documents by

changing your Interactive Viewer settings.

From the BDMS main menu click on the view user settings icon

On the Interactive Viewer tab un-check “Use Keyview to display

foreign files” If you are using Microsoft Office 2010 you will have to enable the

macro to run each time the document is opened.

WINDOWS 7 USERS – If you are getting the message “Word

could not create the work file. Check the Java temp environment variable”

o Set Java to Keep temporary files on my computer. Control Panel, Java Console, Temporary File Settings

o You will need to turn off User Account Control Start, Control Panel, System and Security. Under

Action Center click on Change User Account Control Settings.

Move the slide bar to the bottom. You must Re-Boot to take effect.

How to index a NOTES document.

From the BDMS Main Application List right click on the Application and choose New Document.

From the Page menu bar click on the Page Icon Choose New Page, Import, Append.

Navigate to your Notes document template (blank notes .docm document) and open this document.

o Note: This is a macro enabled word document and will have a file extension of .docm. DO NOT change.

DO NOT enter your notes at this point.

Click on the New Index icon and enter your index values.

Click on SAVE

NOW you can enter your notes. When done click on the

WORD save icon

The following window will appear. Leave as default (Save this

file as a new page version) and click on OK.

Your notes have been saved. Exit out of this document by

clicking the Application List icon. o Note: You will see a second date/time stamp on the

Word document. This will not be saved when you exit.

WINDOWS 7 o You may also have to check

My notes is displaying ”Windows User” when it should display my name?

Open Microsoft Word. (not from within BDMS)

Click on FILE (top left on the menu bar)

Click on Option (near the bottom)

Change the user name field and click OK.

When using My Notes the save button is grayed (greyed) out?

From the BDMS main menu click on the view user settings icon On the Interactive Viewer tab un-check “Use Keyview to display foreign files” Open the document in BDMS. This should open MS Word in a separate window. On the top menu bar click on the down arrow and make sure “Save” is checked.

Save the document. Now re-open the document in BDMS. The save button

should be active.

ALSO – We have found an issue where if you open or have open another word document and attempt to copy paste into the BDMS Notes document the save button is either grayed out or looks active (blue) but is not clickable.

o Using the short cut CTRL-S will save the document.

How do I copy a page to my Windows Clipboard? First, view the page you want to copy.

Make sure the Pan Mode is off.

Position your pointer and left-click. Hold down the left-click and drag to cover the region you want to copy.

o This will shadow the region in green.

Right click in the green region and choose Copy. This is now in your Windows clipboard and can be pasted into an email or a document.

Note: The copied region only remains in your clipboard while you are viewing this page. If you navigate away from this page your clipboard is emptied.

Each time I log into Banner I get a Security Information window stating “This page contains both secure and nonsecure items”. How do I turn this off?

Internet Options can be changed to stop the annoying pop-up message about secure/nonsecure items.

o Open Internet Explorer. o Click on Tools. o Click on Internet Options. o Clic on the Security tab. o Click on the Custom Level button. o Scroll down and find the Miscellaneous section, look for “Display

Mixed Content”. o Click on ENABLE. o Click on OK twice. o Close down all Internet Explorer windows and reopen.

Exporting PDFs – I am having troubles exporting documents to PDFs. All or some pages are blank.

The issue may be the destination path that you have chosen to create the pdf. Some network shares or SHAREPOINT destinations experience issues.

Try exporting the PDF to your local hard drive.

Tip: Some users MY DOCUMENTS folders are setup on a network share. If you are experiencing issues exporting to My Documents try changing this to c:\temp or some other directory on your local harddrive.

Removing AppXtender Desktop is taking a long time?

o This is normal. The progress screen sits at complete for approximately 10 minutes. Do not close. It will eventually complete.

I upgraded my workstations ActiveX controls to the 6.5 versions and now the ISIS driver is unavailable.

In some cases new isis support files are needed.

Click on the path below.

o \\requiem\Installers\BDMS\

o You will see two files named scanisis.xdu and .xdv.

o Copy these two files the the following path on your workstation.

You may receive a security warning message. Click YES.

o C:\Program Files\Common Files\XtenderSolutions\ScannerDrv50

o If this does not work try this FAQ.

How can I find out if I have Administrator rights on my workstation?

Click on you START button. (bottom left hand side of the screen)

Right click on you’re My Computer option. Choose Manage. A Computer Management window will display. Click on the next to Local Users and Groups

Click on Groups Double click on in the right

side of the window. This will open a new window. You should see your login id in the Members: list.

If not, you do not have administrator rights. Please notify Helpdesk.

How to change the last name or first name on a tilde ID document index.

By default the Last Name, First name fields are read only. This is because they are populated from the Banner key reference table. Tilde IDs create a key reference entry.

To change the last name, first name you can move the document to a batch and re-index.

o Open the document. Note the tilde ID. You will need to use a different tilde id when re-indexing.

o Click on Document (top menu) the Copy or Move Pages. The following window will display.

o Note the Target Batch Name. If needed you can change the batch name here.

o Click on the MOVE button. Note: this operation takes a few seconds to complete depending on the number of pages. The document has been moved from an indexed status into the batch list.

o When completed the main menu will display. Right click on your Application, choose Batch Index List.

o Find the batch you just created and re-index with the correct last name, first name using a different tilde ID.

Enter the new index values. Click on SAVE then use the Attach All

Pages button to index the remaining pages. Getting the following error message: Server configuration does not allow a request of this size.

WebXtender allows a maximum of 10mb files to be uploaded. If the file is a PDF you can try opening the pdf and printing to the Office

Document Image Writer. This will produce a smaller .tiff file.

Getting the following error message: Permission denied to application B-G-ID.

You will get this message when you access BDMS from Banner using one of the

BDMS buttons found at the top of the Banner form. The 'permission denied to application B-G-ID' is a generic BDMS error message that can result for multiple reasons. B-G-ID is a default BDMS application that no one really has access to. If BDMS cannot figure out which application you should be accessing, it defaults you to B-G-ID and then you get that error message.

o You will get this message if - You access BDMS from the Banner Main Menu form. Banner does

not know which BDMS application you should be accessing. You access BDMS from a Banner form that is not setup to access a

particular BDMS application.

Tip: If this is the case and you need a Banner form to access a specific BDMS application please let IT know. This can be easily setup. We will need to know the Banner form, the area of the form your cursor is in and the BDMS application.

How do I create a new version of a document Page?

Open the document for view and navigate to the page that will have a

new version. Use the page navigation buttons. o If your new page version will be scanned you may need to

“enable scanning”. Click on the Page menu and choose Enable Scanning.

Click on the Page Menu button and choose New Version. Scan or import the new page. When completed you will see new

“version” buttons on page menu bar. These buttons allow you to navigate to the previous version(s). By default the latest version will be displayed. o Tip: You may have to navigate away from the newly versioned

page then back before the version navigation buttons will appear.

If a page has been versioned these buttons will appear. You can see what version is being displayed by using the information at the bottom of the bdms window.

About BDMS Email Options. – Users can email a page(s) or document(s)

directly from BDMS. The College of Charleston has restrictive policies governing the type of information that can be shared. Please carefully read the policies outlined in the Campus Policies links provided below.

Campus Policies o http://policy.cofc.edu/policy.php#it

Refer to Section 10 Information Technology 10.14 Guidelines and Staff Interim Email Policy.

Refer to Section 11 Access to and Retention of Records. (including Family Educational Rights and Privacy Act (FERPA)

o http://www.hhs.gov/ocr/privacy/ Health Information Privacy (HIPPA) regulations

Auditing of emails. Please note: Whenever a page/document is printed, exported or emailed an internal audit record is created noting the date, time, user id and internal page/document id. When a document is emailed additional auditing records are created detailing the to:, cc: and bcc: recipients of the email.

Limitations of BDMS Email. o Total email size is limited to 64mb which includes attachments. Note:

there is an approximate 25% overhead (increase in attachment size) as images are encoded as email attachments). This means 50,000,000 bytes of BDMS pages could exceed the maximum limit.

o NOTE: A 64mb email is undeliverable to most outside email systems. o As with any email there is no guarantee that the email was successfully

delivered to the recipient(s) inbox. If the email is mission critical then please follow up with the recipient(s) to insure that they received the email.

Outside Email services like gmail, yahoo, Comcast…etc have a limit of the total size of an email. Most limits are 10 – 15mb. If the email exceeds the limit it will not be delivered and you may not be notified.

If an email cannot be delivered to a recipient you may receive a notification from the College of Charleston email server. However, this may not always be the case depending on the external email service of the recipient(s).

Setting up your email address. o When you send an email for the first time you must register your email

address with BDMS. The following screen will display. o Enter your cofc email address and click OK. This will send a registration

code to that email address

o The following window will display prompting you for the registration code. Copy/Paste the code from the email you just received. Click on OK. Your email address is now registered with BDMS.

How to Send an Email from BDMS.

o There are several options to initiate an email from BDMS. Each document emailed from BDMS should be a single PDF attachment. If

your attachments are not PDFs or BDMS is creating PDFs for each page of the document see the below FAQ.

From the query results window Right-click on a document and

choose Email.

From the query results window check the documents you want to email then click on the Email Selected Document(s) icon on the

top menu bar. Open a document and from the top menu bar click on Document

. Choose Mail Document. o When you Email a document the following window will appear.

Enter the recipients of the email. Enter a subject. Attachments – If you want to email just a page range or selected

page numbers click on the drop-down and choose Page Range . Use either 1-5 to email pages 1-5 or 1,5,10 to email pages 1, 5 and 10.

Send attachments as hyperlinks – By default this is un-checked. If you check this option, the email will not contain a pdf of the document but a link to the internal BDMS location of the document. The recipient(s) must be BDMS users at CofC.

Hide annotations – By default this is checked. It is very important to un-check this if the document has annotations redacting sensitive information. Please refer to Campus Policies.

If your security access does not allow you to hide annotations in BDMS then checking/un-checking this option has no effect. All annotations on the document will be on the emailed PDF.

Click on the SEND button. A progress window will appear. When complete the Status will say “The email has been sent successfully”

Close this Window to return to BDMS

BDMS Email is creating multiple PDFs for a single Document. Your email settings have been changed from the default.

o Log into BDMS and get to the main application page.

o Click on the User Settings icon (top left) o Click on the Email tab.

o Check “Use PDF Format if possible” o Tip: You may also want to make sure the “Send Attachments as

Hyperlinks” option is un-checked. Using this option requires the recipient to be a BDMS user.

o Click on the SAVE button.

BDMS Email – getting a Failure sending mail error message.

You are getting this error because the email attachments are too large, exceeding the 64mb limit set within our Exchange Email service.

To check the file size open the document and right-click and choose Information.

Note the Size: field. Each million bytes represent approximately 1mb. If this is

a multiple page file each page size counts towards the 64mb limit if you intend to email the entire document.

o Note: there is an approximate 25% overhead (increase in attachment size) as images are encoded as email attachments). This means 50,000,000 bytes of BDMS pages could exceed the maximum 64 mb limit.

Also note the Type and Compression. JPEG files are typically Color images and will be large.

By default BDMS will convert the pages to PDF format. o Note: A 7mb, color JPEG will create approximately a 16mb PDF. This is

because the Compression is lost when creating the PDF.

WHAT CAN I DO to email a large document? Several Options listed below. o 1. Export the pages to PDF. Open the PDF with Adobe Acrobat Pro,

click on Document (top menu bar) then choose Optimize Scanned PDF. Choose defaults then save the PDF. In most cases the PDF will be much smaller and can be emailed without issue.

o 2. Email each page separately. o 3. Change the default format from PDF to JPEG.

Navigate back to the main application list. Click on Edit (top menu bar) then User Settings

This will open a User Settings Window. Click on the Email tab.

Uncheck “Use PDF format” if possible.

Check Use “Archive File Format”

Change the True-Color Images: to JPEG o Note: For multi-page documents this will create an

jpeg attachment for each page in the document.

Remember: to set the settings back to default by checking “Use PDF format”

When indexing a document getting a “Full text index document failed” warning message.

You have changed your default user profile to automatically full text index all documents. To change:

Navigate back to the main application list. Click on Edit (top menu bar) then User Settings

This will open a User Settings Window. Click on the Full Text tab.

Un-check “Automatically Submit New Documents For Full Text Index”.

Getting the error message “The document context could not be found”or “Failed to retrieve configuration xml document”.

This error can be corrected by setting Internet Explorer to check for a new page Automatically. Can occur when upgrading to IE 8.

o On the IE window click on Tools then Internet Options. o On the General tab click on the Settings button under the Browsing

History section. o Check the Automatically option under Temporary Internet Files.

o Click OK

o Admin Note: Using AX Admin on Perry/Tperry make sure that

“automatically logout user” is unchecked.

Importing a PDF is slow.

o From the main menu under User Settings insure that under the

Document View tab “Enable inline rendering of foreign files is checked.

Under the Interactive Viewer tab make sure that Use KeyView to

Display Foreign Files is checked.

I am not able to create a cross application query.

Make sure you have the bdms url in your trusted sites.

Cross App Query Error - window doesn’t open.

The BDMS site https://bdms.battery.cofc.edu/ needs to be added to the Internet Explorer Trusted Sites to allow Cross Application Queries to be created.

Open Internet Explorer, select Tools then Internet Options.

Select the Security tab, select Trusted Sites, then click the Sites button.

Add https://bdms.battery.cofc.edu/ .

How do I index an Outlook Email?.

From your Outlook inbox right click on the email you want to index and

select copy. (ctrl c will also work). The email is now in your clipboard.

In BDMS click on the Page Menu button.

Choose New Page, Clipboard Paste Special then your choice of Append,

Insert Before or Insert After.

The following window will appear. Choose Message File (*.msg) then click

OK.

Page is displaying as all BLACK.

Reboot workstation

Canon scanner install – Scanner will not load. Displays “scanner

not loaded” at bottom of screen.

Do not use driver on the cd. Install from server Requiem.

Canon scanner install – Scanner will not load. Displays “scanner not

loaded” at bottom of screen.

o Or, User only able to scan one page, get failed to load scanner

then they have to log out of Banner or exit BDMS.

1. Check IE, make sure it is version 9. 10 or above will not work. 2. Make sure all pop up blockers are turned off. 3. Make sure the url https://bdms.battery.cofc.edu is in the IE trusted sites. 4. Make sure the user account control is set to the lowest level. Control Panel then User

Accounts. 5. Check to make sure there is not another scanning application installed. This will conflict

with BDMS as the other application may have the scanner locked. 6. Make sure the scanners ISIS driver is selected. If the driver is not available follow these

steps.

i. Navigate to the following location and run setup.exe

ii. \\requiem\Installers\BDMS\AppXtender Desktop 6.5\Desktop_6.50.124\AppXtender Desktop

iii. Choose CUSTOM install. iv. Scroll down and under Scanner Support install the following. Note

all 3 must be installed 1. TWAIN WIA support 2. Kofax Support 3. ISIS Support.

b. 7. Have the user login to test bdms http://tlee/AppXtender/Login.aspx

a. Use username helpdesk Password helpdesk. 8. Attempt to scan a document. This will install a couple of controls so look for the

prompts and allow install. a. May prompt for a re-start.

9. Verify that the controls are installed and the correct version. a. IE Tools, Internet Options, Browsing History, Settings, View Objects b. Find WxScan650.ocx, right click, properties, details. Make sure the version is

6.50.124.3343 or higher.

10. Have the user log into Prod bdms and attempt to scan multiple documents. The scanner should load each time.

11. If thisdoes not work uninstall all bdms (AppXtender programs and add ons) a. Control Panel, Add remove programs. Remove the two AppXtender programs. b. Remove the Add ons (active x controls). IE Tools, Internet Options, Browsing

History, Settings, View Objects

c. Remove i. ComponentCheck650.ocx, inf

ii. IrcViewer650.ocx, inf iii. WxIrcCtrls650.dll iv. WxScan650.ocx, .inf v. WxSuperCtrl650.ocx, inf

12. Repeat Steps 5,6 and 7 in the TEST environment. 13. Check to make sure other scanner software is not loaded. When installing scanner

drivers do not include the PaperPort or other software options. Just install the driver.

Banner screen not showing after indexing a document via the Banner

buttons.

Try opening the java console via control panel.

Under Networking check “enable temporary files to be saved”.

When scanning user is getting the error Internet Explorer has

stopped working.

This occurs when the scanner state is not “ready” and you attempt

to leave the page to index for example. At the bottom right of the

WebXtender screen is the scanner status. When the

scanner is set to manual feed there is a set timeout for scanner to

wait for the next page.

o Under Scanner Configuration make sure auto-feed is

selected.

o Also, on some scanner drivers under OPTIONS there is a

manual feed time out. Changing this to a few seconds should

help if the user is set to Manual Feed.

TECHNICAL

Where are the registry entries stored for my scanner configuration?

HKEY_CURRENT_USER\Software\XtenderSolutions\ApplicationXtender\Scanner

How To Automate Scanner Selection For Users: o When a user logs on for the first time, they have no scanner selected.

Scanner settings are saved in the Windows registry for each individual user.

Steps below will help with obtaining the Windows Registry Settings after you have configured the settings correctly on one of the scanning workstations. The Windows Registry info then can be used for other end-users.

1. Logon to the workstation that has been configured already with correct settings.

* ISIS drivers

* 300 DPI Setting

* Bi-Tonal Mode

Scan a page and view the scanned page to make sure the scanned image is legible and within the 60k - 100k range in your

image Repository.

2. Go to the Windows registry key below and right click on the Scanner key and Export and save this key and all sub keys.

HKEY_CURRENT_USER\Software\XtenderSolutions\ApplicationXtender\Scanner

3. Logoff from Windows

4. Logon to Windows as the New User on the scanning machine

4. Launch Registry Editor

5. Backup of the registry as a precaution

6. Double click on the Exported file from step 2 which will import the correct scanner setting for the new user.

**** To automate this process a login script can be created that would import the scanner registry key (.reg file) at the time of login. Please contact your local System Admins to help with this automation ****

About EMC License files. Sungard / EMC will send two license files. One for Diskextender and one for all

other licensed products.

All other licensed products. o Place this file on the Application Server Perry under the directory of

C:\Program Files\XtenderSolutions\Content Management\License Server. o Restart Perry

DiskExtender o Contains a 171 character license text.

o On the license server run EMC license server, Administrator from the Start/Run.

o Select Tools, New License Wizard. o Either copy/past the 171 license text to the clipboard or nagigate to the

file.

How to remove Document locks.

Easiest method is to delete the users session ID(s)s. There may be more than one.

o From WebXtender click on Edit (top menu) then Administration. o Click on the Session Management button. o Find the users session(s) and check the box. o Click on the Terminate User Sessions button (trash can) o This terminates all the checked sessions and removes any document

locks associated with the sessions. o FIX DATABASE COLLISION – sometimes if a program crashes you can

follow these steps to fix. 1. From the Start menu, select Run. The Run dialog

box appears.

2. Use the Browse button to browse for the

AppXtender AppGen32.EXE file. In the Open text box,

enter the /allowfixdbcollision switch after the

path.

The Open text box should contain the following:

"C:\Program Files\Xtender Solutions\Content

Management\AppGen32.exe /allowfixdbcollision (where

CC:\Program Files\Xtender Solutions\Content

Management is the installation location that you

selected during AppXtender

installation).

3. Press Enter and login to Appgen

4. Right-click the node for the application in

which the problem has occurred. A shortcut menu

appears. From the shortcut menu, select Fix

Database Collision. A message confirming that you

want to attempt to fix the database collision

displays. Press Yes.

Isis drivers are not available.

o Remove all installs of AppXtender by going to Control Panel, Add Remove Programs. Remove ALL.

o Open Internet Explorer, goto Tools, Internet Options o Click on Settings under Browser History

o Click on View Objects and remove (right click) all of the AppXtender objects. You may need to look at properties to insure they are an AppXtender add on.

o Note: If the wxclientinstaller.exe was used the objects will be named

with their serial number. If the components were installed using the Check Installed Components they will be named correctly.

o Run this install file \\requiem\Installers\BDMS\ appxtender_6_5_update o Sometimes a custom install of the Application Desktop 6.5 is required for

the ISIS drivers to be available. Navigate to the following location and run setup.exe \\requiem\Installers\BDMS\AppXtender Desktop

6.5\Desktop_6.50.124\AppXtender Desktop Choose CUSTOM install. Scroll down and under Scanner Support install the following. Note

all 3 must be installed

TWAIN WIA support

Kofax Support

ISIS Support.

Scanning Color paper on a Fujitsu 6240. The following driver settings

should be used.

Getting the following error when trying to import large pdf files. Web Access allows 10MB files to be uploaded by default. To adjust the file size allowed, please do the following: 1. Open the web.config file (default path = C:\inetpub\wwwroot\AppXtender\web.config) using Microsoft Notepad or another text editor. 2. Scroll down to the line that begins with: <httpRuntime executionTimeout="600" maxRequestLength="10240" 3. Change the setting for maxRequestLength to something larger than "10240" (10 MB), such as "20480" (20 MB). 4. Save the file changes and close the web.config file. 5. You should now also check the cache size limit setting for the Render Server in AppX Admin. This setting must be larger than the largest possible file to be retrieved or the file cannot be rendered. In AppX Admin, open the Render Server Setup page. Under the Cleanup settings, check that the Max Space Used (MB) setting is larger than the size specified for maxRequestLength in the web.config file and increase it if necessary (to greater than 20MB...our test box is set at 512). Please run the AppXtender Component Registration wizard after performing these changes, restart IIS, and retest.

How to delete large numbers of documents from an application.

BDMS provides a method to delete documents based on a query

result set.

o Log into bdms using the following url https://bdms.battery.cofc.edu/AppXtender/Login.aspx?admin=r

etention

Note: you may want to login directly to lee or lenox.

Note: A process is created on the web server named

w3wp.exe. This process uses a lot of memory based on

the query result set size. For 120k documents the

memory used is over 1.5gb. Therefore you cannot

delete more than 150k documents at a time or an out

of memory exception will occur.

Note: On completion an out of memory error will

display. All documents are deleted but for some

reason the error occurs.