General Recovery Guidance

This document provides guidance on recovering from system issues and efficiently restoring normal operations.

Document Collector Service

If there is a situation that scanned documents can not be uploaded to the cloud, Document Collector has a built in retry mechanism which should upload the documents when everything is back working. But if there are still missing documents, please do the following:

  • Get access to on-premise systems
  • Get the config.json for the Document Collector service (located C:\ProgramData\STP AG\STP.IM.DocumentCollectorOnPremiseService)
  • Check for the paths for UploadQueue and ErrorItems
  • Check in which folder the scans are

Scans are in UploadQueue folder

If this is the case, all of them should be uploaded without the need of doing anything. It might take some minutes to upload the documents depending on the time scheduled (you can check upload.info file for “NextUploadAt”, if you are interested)

Scans are in ErrorItems folder

If this is the case, there are two options

Option a)

  • Copy the folder with the timestamp you’re interested in to another location
  • Extract the pdf files
  • Place them again in the input scanfolder

IMPORTANT: If there are more than one scanfolder, check the upload.info file individually for its allocated laneName and place them in the right scanfolder input.

Option b)

  • A need to rescan the documents (not the preferred way)
  • If necessary, restart the OnPremise services (should not be needed)