Frequently Asked Questions (FAQ) and Troubleshooting

In this section

This knowledge base contains answers to common questions, guides, and solutions to known issues related to the DMS. Use the search function or browse by category to quickly find the relevant article.

• Document Preview
• Email
• Database
• Performance

In brief:

These discrepancies are technical in nature and do not indicate a malfunction. The email is correctly archived, even if the time and language displayed in the document viewer differ from what you would normally expect.

Description

When a sent email is archived in Documents, the document viewer may display a different time than what appears in Microsoft Outlook.

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

Cause

The document viewer uses a third-party component from an English-language provider to render emails. This results in the following behavior:

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

Time discrepancy
Times are displayed based on Greenwich Mean Time (GMT) rather than Central European Time (CET/CEST).

This results in a time difference of:

1 hour during winter time

2 hours during summer time

Display notes

The correct system time (CET/CEST) will be shown if the archived email is opened by double-clicking it in Microsoft Outlook. In that case, the email is displayed directly in Outlook rather than through the document viewer.

Note

The email has been archived correctly. This is purely a display discrepancy in the document viewer and does not indicate an error in the email itself or in the archiving process.

In brief:

After an update or fresh installation of SQL Server 2025, the full-text search in the DMS may return no results. If this happens, the full-text index needs to be rebuilt.

Description

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

All other system functions continue to work normally.

Cause

When updating or performing a fresh installation of SQL Server 2025, existing full-text indexes may not be correctly migrated or initialized, leaving the search index incomplete.

Solution

The full-text index must be rebuilt.

SQL script:

-- Check whether 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 may take some time depending on the size of the database. During this process, full-text search may be limited or temporarily return no results.

How can Transym OCR (TOCR) be ordered?

In brief

Orders are placed directly through the Transym website. Once the order is submitted, payment is completed via a provided payment link ("powered by Stripe"). The license is then issued by Transym.

Description

When ordering Transym OCR, the entire ordering process takes place through Transym's official order page, where you select the desired licenses and enter your customer details.

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

Order process

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

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

• Enter your details
  Provide your company name, 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 to complete your payment

• License delivery
  Once payment is confirmed, 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 experience any issues with the online store, please contact Transym support.

Note

Payment is not completed within the order form itself, but through a separate payment link. This is a standard part of the ordering process.

Why are Word or Excel documents not displayed in the document preview while PDFs continue to work?

In brief

If only PDFs are displayed in the document preview while Word, Excel, or other Office documents are not, the cause may be an overfull Windows SystemTemp folder. PDF conversion may also fail in this case. The contents of the C:\Windows\SystemTemp folder will need to be cleared.

Description

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

Additionally, PDF conversion — for example via "Send as PDF" — may fail.

All other system functions continue to work normally.

Cause

One possible cause is an overfull Windows SystemTemp folder.

The folder in question is:

C:\Windows\SystemTemp

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

This is often related to the Windows API GetTempFileName, which can run into issues when a very large number of temporary files have been created.

If the folder already contains approximately 65,535 files or folders, various functions may fail — including document preview and PDF conversion.

Solution

The contents of the Windows SystemTemp folder must be cleared.

Steps

Open Windows Explorer and 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 typically required to clear this folder.

Only the contents of the folder should be deleted — not the folder itself.

Why does "Send by Email" not work from the Standard DESK?

In brief

If "Send by Email" does not work from the Standard DESK, a faulty desktop shortcut may be the cause. In particular, an incorrect path to the DMS application can prevent it from properly handing off to the mail client.

Description

The Standard DESK can be launched 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 launched via the correct shortcut or program call, the handoff to the default mail client will not work.

In the reported case, the desktop shortcut had been automatically created by the firm itself and contained an incorrect program call.

Solution

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

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

Note

If the desktop shortcut is created manually or via custom scripts, verify that the target path matches the installed version of the DMS.

Why has the DMS suddenly become very slow?

In brief

If the "Output call parameters" option is enabled under Logging / Protocol in the firm settings, this can cause significant performance degradation. This option should only be enabled temporarily for troubleshooting purposes.

Description

The DMS server is responding slowly or general performance issues are occurring. The slowdowns typically affect multiple users and are noticeable across various functions in the DMS.

Cause

Check the firm settings under Logging / Protocol to see whether the "Output call parameters" option is enabled.

When this option is active, the DMS server logs every incoming request along with all passed parameters. This generates additional write operations that can cause significant performance degradation, especially in production environments.

Solution

1. Open Firm Settings → Logging / Protocol.
2. Disable the "Output call parameters" option.
3. The change takes effect immediately without a restart.

Note

The "Output call parameters" option should only be enabled during active troubleshooting. Once the analysis is complete, it should be disabled again to avoid unnecessary performance degradation.

If you experience unexplained performance issues, also check whether this logging option has been accidentally left enabled.

Why does the Standard DESK appear blurry at high display scaling?

In brief

At display scaling above 100% (e.g., 125%, 150%, or 200%), the Standard DESK may appear blurry or fuzzy. This is a technical limitation and not a problem with your installation. The display quality can optionally be improved.

Description

Text and icons in the Standard DESK appear soft or blurry, particularly on desktop PCs with scaled monitors, laptops connected to docking stations, and multi-monitor RDP sessions to a terminal server. The Pro Client is not affected.

Cause

The Standard DESK is not DPI-aware by default. As a result, Windows upscales the interface as a bitmap after the fact, which causes the blurry appearance.

Solution

Starting with version 8.8.17, each user can enable crisp rendering in their personal settings. This feature is disabled by default and is currently only available in German.

For step-by-step instructions and known limitations, refer to the manual article "Fixing blurry display of the Standard DESK at high screen scaling."