Frequently Asked Questions (FAQ) and Solutions to Common Problems

In this section

This knowledge base contains answers to frequently asked questions, guides, and solutions for known issues related to the DMS. Use the search function or browse the categories to quickly find the right article.

• Document preview
• Email
• Database
• Performance

In short:

The differences are due to technical reasons and do not indicate a malfunction. The email is archived correctly, even if the time and language displayed in the document viewer differ from what you’re used to.

Situation description

When a sent email is archived in Documents, the time displayed in the document viewer may differ from the time shown in Microsoft Outlook.

Additionally, the email headers (e.g., sender, recipient, sent time) appear in English.

Cause

The document viewer uses an external component from an English-language provider to display emails. This leads to the following specifics:

English headers
The email headers are displayed in English by default (e.g., From, Sent, To).

Different time display
The time is shown based on Greenwich Mean Time (GMT) and not Central European Time (CET/CEST).

This results in a time difference of:

1 hour during standard time

2 hours during daylight saving time

Display notes

The correct system time (CET/CEST) is shown when the archived email is opened by double-clicking in Microsoft Outlook. In this case, the display is directly in Outlook and not via the document viewer.

Note

The email is archived correctly. This is only a display difference in the document viewer and not an error in the email or the archiving process.

In short:

After updating or reinstalling SQL Server 2025, the full text search in the DMS may not return any results. In this case, the full text index needs to be rebuilt.

Situation description

After switching to SQL Server 2025, the full text search may return no or only incomplete results. Documents that should be found by their content do not appear in the search results.

All other system functions continue to work normally.

Cause

During an update or new installation of SQL Server 2025, existing full text indexes may not be properly transferred or initialized. As a result, the search index is not fully available.

Solution

The full text index needs to be recreated.

SQL script:

-- Check if the full text catalog exists, if not, create it
IF NOT EXISTS (SELECT [name] FROM sys.fulltext_catalogs)
BEGIN
CREATE FULLTEXT CATALOG [volltextkatalog] WITH ACCENT_SENSITIVITY = ON AS DEFAULT;
PRINT 'Full text catalog created.';

CREATE FULLTEXT INDEX ON dbo.tblFulltext
(
    [Metatext],
    [ContentDaten]
)
KEY INDEX PK_tblFulltext          -- Name of the table's unique index
ON [volltextkatalog]
WITH CHANGE_TRACKING AUTO;
PRINT 'Full text index created.';
END
ELSE
BEGIN
IF EXISTS (SELECT [name] FROM sys.fulltext_catalogs WHERE [name] = 'volltextkatalog')
BEGIN
    ALTER FULLTEXT CATALOG [volltextkatalog] REBUILD;
    PRINT 'Full text catalog already exists. Rebuild: volltextkatalog';
END
    
IF EXISTS (SELECT [name] FROM sys.fulltext_catalogs WHERE [name] = 'Volltext_Lex')
BEGIN
    ALTER FULLTEXT CATALOG [Volltext_Lex] REBUILD;
    PRINT 'Full text catalog already exists. Rebuild: Volltext_Lex';
END
END

Note

Rebuilding the full text index can take some time depending on the size of the database. During this time, full text search may be limited or temporarily return no results.

How can I currently order Transym OCR (TOCR)?

In short

The order is placed directly through the Transym website. After submitting your order, payment is made via a provided payment link (“powered by Stripe”). The license is then provided by Transym.

Situation description

If you want to order Transym OCR, the entire ordering process is handled through the official Transym order page. There, you select the licenses you need and enter your customer information.

After submitting your order, there is no traditional webshop checkout. Instead, payment is handled via a separate payment link.

Order process

• Go to the order page
  Start your order here:
  https://www.transym.com/licence-order-page/

• Select your license
  Choose the type and number of licenses you need

• Enter customer information
  Provide your company, contact person, email address, and billing address

• Submit your order
  Send your order details to Transym

• Payment
  A payment link (“powered by Stripe”) will be provided for you to complete your payment

• License delivery
  After successful payment, Transym will provide your license details

Order notes

The entire ordering and payment process is handled by Transym.
A valid license is required to use TOCR.
If you have issues with the online shop, you can contact Transym support.

Note

Payment is not made directly in the order form, but via a separate payment link. This is part of the regular ordering process.

Why are Word or Excel documents not shown in the document preview, while PDFs still work?

In short

If only PDFs are shown in the document preview, but Word, Excel, or other Office documents are not, this may be due to a full Windows SystemTemp folder. PDF conversion may also fail. In this case, you need to clear the contents of the C:\Windows\SystemTemp folder.

Situation description

Word, Excel, or other Office documents are no longer displayed in the document preview.
PDF files, however, continue to work without issues.

Additionally, PDF conversion (for example, using “Send as PDF”) may fail.

All other system functions continue to work normally.

Cause

A possible cause is a full Windows SystemTemp folder.

The following folder is particularly affected:

C:\Windows\SystemTemp

Windows can only manage a limited number of items in this directory.

This is often due to the Windows API GetTempFileName, which can cause problems when a very large number of temporary files are created.

If there are already about 65,535 files or folders present, various functions may fail—including document preview and PDF conversion.

Solution

The contents of the Windows SystemTemp folder need to be cleared.

How to proceed

Open Windows Explorer. Navigate to the following path:

C:\Windows\SystemTemp

Delete the contents of the folder. Then restart the affected application or server service.

Note

Administrator rights are usually required to clear the folder.

Only delete the contents of the folder—not the folder itself.

Why doesn’t “Send by Email” work from the Standard DESK?

In short

If “Send by Email” doesn’t work from the Standard DESK, a faulty desktop shortcut may be the cause. In particular, an incorrect path to the DMS application prevents proper handoff to the mail client.

Situation description

The Standard DESK can be started via the desktop shortcut, but the “Send by Email” function does not work.

All other system functions continue to work normally.

Cause

The desktop shortcut points to an incorrect path for the DMS application.

If the Standard DESK is not started via the correct shortcut or program call, it cannot hand off to the default mail client.

In the affected case, the desktop shortcut was automatically created by the firm itself and contained an incorrect program call.

Solution

Check the desktop shortcut for the Standard DESK and make sure it points to the correct DMS executable.

If necessary, correct the path in the shortcut and restart the Standard DESK.

Note

If the desktop shortcut is created manually or by your own scripts, make sure the target path matches the installed DMS version.

Why is the DMS suddenly very slow?

In short

If the “Log call parameters” option is enabled under Logging / Protocol in the Firm settings, this can cause significant performance issues. This option should only be used temporarily for troubleshooting.

Situation description

The DMS server responds slowly or there are general performance problems. The delays often affect multiple users and are noticeable in various DMS functions.

Cause

Check in the Firm settings under Logging / Protocol to see if the “Log call parameters” option is enabled.

If this option is enabled, the DMS server logs every incoming call including all parameters. This creates additional write operations, which can significantly impact performance, especially in production environments.

Solution

1. Open Firm settings → Logging / Protocol.
2. Disable the “Log call parameters” option.
3. The change takes effect immediately without a restart.

Note

The “Log call parameters” option should only be enabled during troubleshooting. After the analysis is complete, it should be disabled again to avoid unnecessary performance issues.

If you experience unexplained performance problems, also check whether this logging option was accidentally left enabled.