Guide to the Kofax Customer Portal

Transcription

1 Kofax Technical Support April 2015

2 Contents 1 Introduction Accessing the Portal Requesting a Kofax Customer Portal Account Requesting a Password Reset Requesting your Username About the Portal Sign in From the Account Management Web page From the Kofax Customer Portal Home Page After you Sign in Home Tab Cases Tab Search your Existing Cases Open a New Case Case Section Knowledge Base Portal Options Profile Change Password Sign Out Before Contacting Support Access Kofax Knowledge Bases Documentation Review Diagnostic Articles, Best Practices and Support Tools Service Packs and Fix Packs Supported Versions Important Information to Gather Before Opening a Case Serial Number Additional Information Creating and Working a Case Page i Title: Guide to the Kofax Customer Portal Last change: Apr/15/2015

3 5.1 Create a New Case Create Case Product Information Subject and Description Case Information Section Additional Information Contact Information Cancel / Create Case Adding Attachments Attaching a file larger than 50 MB Adding a Comment Closing a Case Reopening a Case Interacting with Technical Support Viewing Open Cases Appendix Statuses Checklists Kofax Capture / KCNS MarkView Kofax Transformation Modules VRS How to retrieve Kofax Capture Serial Number Page ii Title: Guide to the Kofax Customer Portal Last change: Apr/15/2015

4 1 Introduction Kofax Technical Support s Web-based support is provided via the Kofax Customer Portal (from this point forward, also referred to as the Portal) and provides you the following advantages. Online Case submission and tracking method available 24x7 for all customers Easy creation of new technical support requests (Cases) Automatic notification of Case updates Ability to review existing Case history online PLEASE NOTE: Response times for Cases submitted via the Kofax Customer Portal during normal Kofax Technical Support Business Hours are the same as for Cases submitted via telephone. This document is intended to guide our customers through the process of Case creation and interaction with Kofax Technical Support representatives via the Portal. 2 Accessing the Portal 2.1 Requesting a Kofax Customer Portal Account You can request your Portal account by completing and submitting the Kofax Customer Portal Account Request form (shown below). It is important that you enter as much complete information in the requested fields as possible, as this data will help us to locate you and your company s records and facilitate the prompt processing of your request. NOTE: For security purposes, we request that you only specify non-generic corporate addresses, such as Your Name@company.com, when completing the form. Page 1

5 While completing this form, please enter as much complete information in the requested fields as possible, as this data will help us to locate you and your company s records and facilitate the prompt processing of your request. If you know of a co-worker who has an existing Kofax Customer Portal login, this information can assist us in locating the correct account to associate your Kofax Customer Portal login. Providing your Kofax Product Serial Number and/or Kofax Product System ID can also assist us in locating the correct account to associate your Kofax Customer Portal login. If your company uses any of the MarkView products (Kofax MarkView, Kofax AP Advisor and/or Kofax SupplierExpress,) answer Yes to the Are you a MarkView Customer? question. Page 2

6 Be sure to review the Kofax Customer Portal Account Terms and Conditions prior to clicking Submit. Shortly after you click Submit, you should receive an containing your submitted data, including the Kofax Customer Portal Account Request number, similar to the one outlined in blue below Page 3

7 IMPORTANT: If you do not see your confirmation within that time period, please verify that it was not intercepted by your spam filter by checking your Junk folder for an from address. You should receive your Kofax Customer Portal account credentials in an , sent to the address you provided in the Kofax Customer Portal Account Request form, usually within 1 business day of your request submission. An example of the you will receive is shown below. From: Kofax Customer Portal Request Mailbox Sent: Wednesday, April 15, :02 PM To: first.last@company.com Cc: Kofax Customer Portal Request Mailbox Subject: Your Kofax Customer Portal Sign in information (RE: Kofax Customer Portal Account Request [# ]) Dear YourFirst, Thank you for requesting a Kofax Customer Portal account. We hope you will find the Kofax Customer Portal an easy to use online Case submission and tracking system. You may want to take a little time and review the information in our Guide to the Kofax Customer Portal; it may make your visits to the Kofax Customer Portal smoother. Your Kofax Customer Portal Sign in information is below. Username: first.last@company.com Password: Need2Change! To access the Kofax Customer Portal, you can browse to the Sign in page from the Kofax Account Management ( Web page or browse directly to the Kofax Customer Portal Home page at in/ and sign in there. We strongly recommend you change your password once you log into the Kofax Customer Portal. You can do this by clicking the down arrow located to the right of your name in the upper right corner of the Portal and select Change Password to move to the Change Password page. Please note, we strongly recommend you do not copy and paste the above password when signing into the Kofax Customer Portal, as it could paste in hidden characters and cause a login failure. This is an automated . Please do not respond. Sincerely, Kofax Technical Support Page 4

8 2.2 Requesting a Password Reset If you have forgotten your Portal password, select the Forgot Your Password link located to the right of the Sign in button on Kofax Support Account Management Web page or Kofax Customer Portal Sign In page to move to the Reset your Password Web page. Page 5

9 You will be taken to the Reset your password page. Enter your Portal Username and click Submit. The Reset your password window will refresh and display a "Your password has been sent to your address. message. Page 6

10 Your reset password will sent to you in an (example shown below), at the address we have on file automatically at the time of your request submission. Dear Customer, Your reset Kofax Customer Portal password is below. Password: <PortalPassword> To access the Kofax Customer Portal, go to the Kofax Support Account Management Web page, enter your credentials in the Secure Customer Sign in fields and click Sign in. Or you can browse directly to the Kofax Customer Portal Home page at and sign in there. This is an automated . Please do not respond. Sincerely, Kofax Technical Support IMPORTANT: If you do not see your confirmation within that time period, please verify that it was not intercepted by your spam filter by checking your Junk folder for an from address. If the confirmation was not found in your Junk folder, please follow the instructions in the Requesting your Username section below. 2.3 Requesting your Username If you have forgotten your Username or you requested a password reset and never received the new password , click on the here link, located on the Reset your password Web page (shown in the picture below), to move to the Forgot Your Username form. Page 7

11 Enter the following information in the upper portion of the Forgot Your Username form. Name: Company Name Address: Kofax Portal ID (login name) if known: The name you provided in your Portal account request form The Company name you provided in your Portal account request form The address you provided in your Portal account request form Your Portal Username. Use this field if you requested a password reset but received no Page 8

12 If you know of a co-worker in your company that also has a Kofax Customer Portal login, ask them to provide the information requested below. It may help us to locate you much faster. Co-worker Name: Co-worker Co-worker Portal ID: The name your co-worker provided in their Portal account request form The address your co-worker provided in their Portal account request form Your co-worker s Portal Username Page 9

13 After the Forgot Your Username form is submitted, a Web page response will display, indicating that the form submission was successful. You can expect to receive an confirmation of that submission within 1 business day and your request to be processed within 2 business days. Below is an example of the Forgot Your Username form submission confirmation . From: Kofax Customer Portal Request Mailbox Sent: Day, Month, dd, yyyy hh:mm AM/PM To: Customer Name/ Subject: Your request for Kofax Customer Portal Username or password reset information Importance: High Dear Customer, Thank you for contacting Kofax Technical Support. This is to notify you that we have received the request for us to search for and provide you with your Kofax Customer Portal Username or to have your Kofax Customer Portal password reset because you failed to receive your previous password reset . We will process your request and you will receive an with your Kofax Customer Portal Username and temporary Password within two business days. This is an automated . Please do not respond. Sincerely, Kofax Technical Support Page 10

14 Once your Kofax Customer Portal Username has been located and your password has been reset, an , like the one shown below, will be sent to the address we have for you. From: Kofax Customer Portal Request Mailbox Sent: Day, Month, dd, yyyy hh:mm AM/PM To: Customer Name/ Subject: Your Kofax Customer Portal Username and reset password information Importance: High Dear Customer, Your Kofax Customer Portal login information, with reset password, is below. Username: <PortalUserName> Password: <PortalPassword> To access the Kofax Customer Portal, go to the Kofax Support Account Management Web page, enter your credentials in the Secure Customer Sign in fields and click Sign in. Or you can browse directly to the Kofax Customer Portal Home page at and sign in there. This is an automated . Please do not respond. Sincerely, Kofax Technical Support About the Portal The Kofax Customer Portal contains three tabs ( Home, Cases and Knowledge Base") accessible by clicking on each respective tab located just under the Kofax Logo. Page 11

15 2.4.1 Sign in You can sign in to the Portal from the Kofax Support site s Account Management Web page or directly from the Kofax Customer Portal Home page From the Account Management Web page To access the Portal from the Kofax Web site, go to the Kofax Support site s Account Management Web page, enter your credentials in the Secure Customer Login and click Sign in From the Kofax Customer Portal Home Page You can also sign in to the Portal by browsing directly to the Kofax Customer Portal Home page at If you see a Sign In button in the upper right corner of the Kofax Customer Portal Home page, you are currently a visitor (someone not logged in). NOTE: If you see your name and your Company s Account name and Account ID, instead of a Sign In button, that means that you are already signed in to the Kofax Customer Portal. Page 12

16 Enter your Portal Username and Password and click Sign in ' After you Sign in The Portal Home page will open with your name, as it is saved in your Customer record, and your Company s Account name and Account ID displayed in the upper right corner of every Portal page. Page 13

17 2.4.3 Home Tab The Home page is the default page for the Portal and is accessible via the Home tab. It contains a number of useful links, such as those in the Kofax Knowledge Bases and Helpful Links sections, which can assist you in researching any questions you may have prior to opening a Case. The Case Tracking section provides links to open a new Case or View your existing Cases Cases Tab The Case page is accessed by clicking on the Cases tab from anywhere in the Portal. Page 14

18 The Cases window contains 3 different functional sections : a location to Search your existing Cases, an Open a New Case button, and, in the lower portion of the page, your existing Cases, including Views to allow you to easily find the type of Cases you are looking for. Page 15

19 Search your Existing Cases Use the search below to search through your existing Cases. Type in a value you wish to search for within the Case ID, Subject or Description field of your Cases and click Search. The Portal will display all Cases which have that value in the Case ID, Subject,or Description fields Open a New Case NOTE: Prior to opening a new Case, we strongly suggest that you review the suggestions located in the Before Contacting Support section. Click the Open a New Case button to open a new Case with Technical Support. For additional details on creating a Case, please refer to the Creating and Working a Case section. Page 16

20 Case Section This section provides you with a way to select what Cases you wish to View and the ability to open any Case displayed in the currently selected View Choosing your Case View Depending upon what Cases you wish to see displayed in Case section at the bottom of the window, click the desired option and the Portal will display the Cases that fit those parameters. For example, the currently selected View is showing all Cases for the Portal customer currently logged in Work your Existing Cases Based upon the View selected, the Cases you see could be Active (i.e., not Closed), Closed, or both. A Case can be opened by clicking on the Case number link. Page 17

21 Once the selected Case is opened, you can view the contents. If the Case is still Active (not Closed) your Case can be updated (new Case Comments and/or Attachments added). If, in your estimation, an Active Case is ready to be Closed, you can Close the Case. NOTE: Any closed Case can be reopened within 30 days. After that, the Case will remain closed and a new Case will need to be created, referencing the Closed Case. For additional information about updating and Closing Cases, please refer to the Creating and Working a Case section. Page 18

22 2.4.5 Knowledge Base The Knowledge Base page is accessed by clicking on the Knowledge Base tab (outlined in red) from anywhere in the Portal. The Knowledge Base window displays Articles about Kofax products. If you are not logged into the Kofax Customer Portal, you can see all the public facing Articles (outlined in blue) for all Kofax products. Page 19

23 If you wish to see non-public Articles for Kofax products, such as the Kofax Business Process Management (BPM), Kofax Communication Server(KCS) and/or Kofax MarkView (MV) products, you will need to sign in to the Kofax Customer Portal by clicking on the Sign In button in the upper right corner of the Knowledge Base (or any other Portal) page. The Knowledge Base contains search options to allow you to filter your searches. The table below provides a breakdown of the available search possibilities. Selection(s) Results Type Product Family Product All All All All Articles will be returned. Specific All All All Articles related to the Type specified will be returned. Specific Specific All All specified Product Family related Articles of the Type specified will be returned. Specific Specific Specific All specified Product related Articles of the Type specified will be returned. All Specific All All specified Product Family related Articles will be returned. All Specific Specific All specified Product related Articles will be returned. Page 20

24 2.4.6 Portal Options There are several configuration options available to you when you are logged into the Kofax Customer Portal. Click the down arrow ( ) located to the right of your name in the upper right corner of the Portal to access these options Profile Down arrow or click on Profile to move to your Profile page. From the Portal Profile window, you can edit the following fields and those edits will be saved in your Customer record. First Name Last Name Phone Number Once you have completed any changes you want to make in the Portal Profile window, click the Update button. Page 21

25 Once the changes have been saved, you will see a Your profile has been updated successfully. message Change Password Down arrow or click on Change Password to move to the Change Password page. Enter the following, then click the Change Password button. Current Password: New Password: Confirm New Password: Your current Portal password. The new password you would like to use when logging into the Portal. Retype the password entered above. Page 22

26 Once the Password change has been saved, you will see a Your password has been changed successfully. Message. NOTE: The following message will display if you incorrectly enter your current password in the Current Password field, or you use fewer than 6 characters in your new password Sign Out Down arrow or click on Sign Out to sign out of the Kofax Customer Portal. You will be returned to the Portal Home page as a visitor, someone who is ready to sign in. Page 23

27 3 Before Contacting Support Prior to opening a Case with Kofax Technical Support, we suggest that you take the following steps. 3.1 Access Kofax Knowledge Bases Kofax Research and Development (R&D) Engineers, Technical Support Engineers, Professional Services Consultants and Technical Publication Writers are continuously working to create and improve the body of knowledge available on the Kofax Support sites. Prior to logging a Case, we ask that you search the Kofax Knowledge Base applicable to your product for a possible answer to your question, or solution to your problem. Perform a search in the Articles section on any error message, key words and/or Kofax components related to the issue. IMPORTANT NOTE Currently, Kofax has two Knowledge Bases, each of which contain product family specific Knowledge Articles. Use the information below to determine which Knowledge Base you need to access. Capture, Transformation and VRS/Scanning Apps Knowledge Base (located at Contains Capture, Transformation and Imaging/VRS product Articles. There is currently no login required to access the Capture, Transformation and Imaging/VRS Articles. Kofax Portal Knowledge Base (located at Product Documentation & Articles related to: - Kofax Business Intelligence - Kofax Communication Server - Kofax Information Integration (Kapow) - Kofax MarkView - Kofax Smart Process Applications A searchable database comprised of the above product family related technical Articles, including tips and tricks and frequently asked questions and answers. Kofax product documentation is also accessible here. Customers who wish to access these Articles must log into the Kofax Customer Portal. 3.2 Documentation Review Review your Kofax product s documentation. Important Documentation Notice All Kofax Products documentation has been moved to the Kofax Portal Knowledge Base. All the Kofax Products documentation can be found in Articles located in the Kofax Portal Knowledge Base You must have a Kofax Customer Portal login in order to access the Documentation Articles. If you do not have a Kofax Customer Portal login, you may request one here by completing the Kofax Customer Account Request form. 3.3 Diagnostic Articles, Best Practices and Support Tools Review and follow the steps outlined in the Diagnostic and Best Practices Article(s) for the specific affected Kofax component(s). Page 24

28 3.4 Service Packs and Fix Packs Review the current list of Service Packs and Fix Packs for specific Kofax product and version and ensure that you have applied the latest available releases. You can locate the latest Service Pack and Fix Pack information for every Kofax product on the Kofax Support site at Click on the Product Family your product belongs to, select your product from the list, and from that product s Overview page, select Downloads to move to that product s Downloads page. 3.5 Supported Versions Review the Kofax Cross Product Compatibility Matrix to ensure that you are running a supported version of your Kofax product. 4 Important Information to Gather Before Opening a Case If you have followed all of the relevant steps outlined above, and you still need assistance from Kofax Support, please be prepared to provide the following information when logging the Case. Providing as much information as possible when opening a Case will help Kofax Support Engineers to route and resolve your Case quicker. 4.1 Serial Number See How to retrieve Kofax Capture Serial Number in the Appendix 4.2 Additional Information Guides on Information to gather have been split out by product in the Appendix. Page 25

29 5 Creating and Working a Case NOTE: Prior to opening a new Case, we strongly suggest that you review the suggestions located in the Before Contacting Support section. New Cases are created from the Portal s Case tab by clicking the Open a New Case button. When a new Case is opened, a Create Case window will open. Page 26

30 5.1 Create a New Case The Create Case window contains several sections; Create Case, Case Information, Additional Information, and Contact Information. Each section is described below. NOTE: Fields with a red astrisk ( ) are required in order for you to be able to save/create the Case. These fields are outlined in red in this document s screen captures. Page 27

31 5.1.1 Create Case Product Information The product information entry area (outlined in blue) is where you select the Product Family, Product, and Version related to this new Case. These three fields are required in order for you to be able to save/create the Case. You may also select the related Feature and Additional Details, if you wish Subject and Description In the subject and description entry area (outlined in green), enter a Subject Line that contains any error codes and briefly describes the particulars of the question or problem you have. Enter a thorough description of the question or issue. Page 28

32 5.1.4 Case Information Section Fill in the type (category) of question or issue you have, the environment it is related to or occurring in, and any recent changes that may have affected the system. IMPORTANT: The Customer Serial Number / Customer System ID/ KCS CPUID (outlined in blue) is a must have for certain products such as Kofax Capture, Kofax Transformation Modules, Kofax Communication Server and/or Kofax MarkView. If the product specific value is not entered at the time you create your Case, you will be asked to provide this information by the Technical Support representative assigned to your Case before they can being working on your Case. Refer to the appendix for help on how to find your serial number. Page 29

33 5.1.5 Additional Information In this section, you can select or enter additional information that we frequently ask for when a new Case is opened. The more detail you provide when you create your Case, the quicker we will be able to get to the root of the issue you are experiencing Contact Information There are only two fields in this section: Contact and CC. The Contact field is prefilled by the Portal with the name of the person currently logged into the Portal (who is creating the Case.) The CC field allows entry of semi-colon separated, fully qualified addresses of anyone you would like to receive Case Comment notification s regarding this Case. These s will be sent when the Case is created and updated and will contain the following. Case ID Case Subject Link to the Case in the Kofax Customer Portal (this link will allow the Case Contact (the person who created the Case) to access it) Case Status Thread of all public Case Comments Page 30

34 5.1.7 Cancel / Create Case Once all the requried fileds are completed, the Case is ready to be created. The Cancel and Create Case buttons are located at the very bottom of the Create Case window. Click Create Case when you have entered the all the required and recommended information and you are ready to save the Case. If you decide not to create a Case, click the Cancel button. Page 31

35 Once the Case is Created, you will see the Case Subject and number at the top of the Case window. 5.2 Adding Attachments Once you have created and saved your Case, you should add attachment(s) (like screen shots and log files) that assist in describing the issue you are reporting. To do this, browse down to the Attach file(s) section, located between the Contact Information section and the Case Comments section. Double click on the Double click to select button. Page 32

36 A Choose File to Upload window will open. Browse to the location where your file(s) are stored, select the file you wish to upload and click Open. Once the filename displays in the double click box (outlined in blue) click the Upload button to begin the upload process. The attachment Upload button will display a process pattern as the file is uploaded. Page 33

37 The attachment will display under the Attach file(s) section header. The most recent attachments will display at the top of the Attach file(s) section. The attachments are listed in reverse chronological order, so the newest (outlined in blue) will be at the top and the oldest (outlined in green). ATTACHMENT NOTES: It is only possible to attach files to a Case one at a time. There is a file size limit of 50 MB for each Case file attachment. There is no limit to the number of attachments on a Case. 5.3 Attaching a file larger than 50 MB For files over the 50 MB limit, use the Kofax anonymous FTP site ftp://ftp.kofax.com/pub/support/incoming to send the files to Technical Support. Name your compressed file using the following naming convention. <Case Number>-<mmm-dd-yyyy><##>.zip mmm-dd-yyyy represents a date such as jul or aug ## represents the # of the file sent to Technical Support for this Case; 1 for the first file, 2 for the second, etc. zip represents the extension of the compressed file (it does not necessarily have to be a.zip extension) NOTE: The incoming FTP site is configured so that after sending the file, the file will only be visible by Kofax Technical Support. This explains why you will not see it after the upload. It does not require any credentials to upload files. Add a Case Comment to your Case in the Portal to explain that you have uploaded the file to the FTP site, providing the filename and the date and time the upload was completed. Page 34

38 5.4 Adding a Comment When you need to update your Case, you add a Case Comment Click the Add Comment button located to the right of your Case Description at the top of the Case. The Add Comments window will open. Enter your comments in the Comment text entry area. When you are finished entering your Comment, click the Add Comment button to save the Comment and return to your Case. Page 35

39 The most recent Case Comment will display at the top of the Case Comments section. The Case Comments are listed in reverse chronological order, so the newest (outlined in blue) will be at the top and the oldest (outlined in green), beginning with the Case s Description, will be at the bottom. NOTE: There is also an Add Comment button at the bottom of the Case Comment sectioin, below the first Case Comment, created from the Case Description. Page 36

40 5.5 Closing a Case The Kofax Customer Portal provides the option to Close your own Cases. While the Case you wish to close is open in your Portal window, click on the Close Case button. Type the Case resolution into the Resolution field and then click Close Case. Page 37

41 The Case will now display a Resolved Customer Closed indicator. 5.6 Reopening a Case Cases that have been closed for 30 days or fewer can be reopened. To reopen a Case, open the Case you wish to reopen in your Portal window. Click the Reopen Case button located to the right of the Case Heading (description). Page 38

42 Click on the Reopen this case button to approve the Case s reopening. The Case will reopen and display the Close Case and Add Comment buttons in place of the Reopen Case button. 6 Interacting with Technical Support After a Kofax Technical Support representative updates your Case, an automated will be sent to you, informing you that the Case has been updated. IMPORTANT: If you do not see your confirmation within that time period, please verify that it was not intercepted by your spam filter by checking your Junk folder for an from address. We strongly recommend that you use the link provided in the Case notification to sign in to the Kofax Customer Portal and review or update your Case. Page 39

43 7 Viewing Open Cases From the Portal s Case tab, select Active from the My Cases View to display all your Active Cases. Then click on the Case number to open the desired Case. Page 40

44 8 Appendix 8.1 Statuses Status Status Detail Action Responsibility / Description New New Kofax A new case is created in the Portal and is waiting for an initial response from Kofax. Unresolved Customer Updated Kofax Customer has updated the case and is waiting for Kofax to respond. Unresolved Kofax Kofax has acknowledged a new case or a case update and is indicating that they are researching the issue and will respond. Waiting On-Hold Waiting Installation Customer Used when the customer is responsible for contacting support after the software/hardware installation is completed. On-Hold Customer Waiting for Customer Feedback Resolution Pending Customer Confirmation Customer - Used if the customer requests that the case remain open until a specified date. Customer Used when a customer has been provided with a solution or has been asked for additional information required to progress the case. Customer Used if a resolution was provided to the customer but Kofax is awaiting confirmation from the customer that the resolution worked. Closed No Feedback Customer - Customer does not respond to a Case that has been Waiting for Customer Feedback. Development (R&D or PS) Not Entitled Resolved None This case has been referred to Kofax Professional Services for work or R&D for possible resolution in a future release of the software. None - Customer is not entitled to support because of expired Contracts/Maintenance or lack of certified training. None - Customer confirmed via the support case or phone that the issue is resolved. None Duplicate - If the same issue is in another case for the same contact. Customer - Customer cannot reproduce the error. Page 41

45 8.2 Checklists In order to ensure a fast an efficient resolution of your support request, please make sure to provide as much information as possible when submitting your Case. The checklist below will help you in identifying what information should be provided Kofax Capture / KCNS Information type Product Information Impact Environment Information Reproduction Scenario Troubleshooting Research Data to Collect Information to Gather License serial number and backup serial number (if applicable) Specify Kofax Capture version numbers, including Service Packs, Fix Packs and Fixes Name of Document Management System, Server and client version Kofax add-ons and version: (KTM, Kofax Monitor, etc.) Is this a production or a test environment? What is the impact on this issue on your production? Server OS Version and Service Pack level Workstation OS Version and Service Pack level Are batches in SQL Server? Database type & version Back-end name and version Network description and details Describe in detail the steps to reproduce the problem Can the problem be isolated to a Batch Class a Document Class a Form Type a specific set of data (images) Error Logs 1 ERR_YYMM.txt, LOG_YYMM.txt, LIC_YYMM.txt ç ACIC_YYMM.txt, ACIS_YYMM.txt, KDB logs Batch Classes Sample images showing problems MarkView Information Type Product Information Information to Gather MarkView version (via Version Information from MarkView Support Tools) 1 The knowledgebase article describes where the Kofax Capture log files are. Page 42

46 Information Type Impact Environment Information Reproduction Scenario Research Troubleshooting Data to Collect Is this a production or a test environment? Information to Gather What is the impact of this issue on your production? Is it affecting all users/some users? Is it occurring at all times or is it sporadic? ERP version / Database version / Application Server version / OS version List any environmental changes that occurred (ERP patch, DB upgrade, OS patch, MarkView patch, network change, desktop change, additional user rollout, etc.) Describe in detail the steps to reproduce the problem Can the issue be reproduced in a non-production environment? Detail any workaround(s) available Link to the articles or Web page that you have already been looking at Provide any and all troubleshooting steps taken thus far. Provide all data/log files/screenshots/work item histories/etc. as specified in the appropriate MarkView Component Troubleshooting KB article(s) Kofax Transformation Modules Information type Product Information Impact Environment Information Reproduction Scenario Troubleshooting Research Data to Collect Information to Gather Specify KC and KTM version numbers including build numbers* Is this a production or a test environment? What is the impact on this issue on your production? Database type and version (if accessed from scripting) Describe in detail the steps to reproduce the problem* Can problem be isolated to a single image?* Have you debugged scripts to isolate a line of code causing an issue? Link to the articles or Web page that you have already been looking at A clear and detailed description of the solution the customer is trying to achieve with the project. All project files Custom Modules needed to run the project, along with instructions to install and run them Sample images showing problems All error logs 2 ERR_YYMM.txt, LOG_YYMM.txt, LIC_YYMM.txt (.\Capture\Logs or.\ascentsv\logs) ACIC_YYMM.txt, ACIS_YYMM.txt, KDB logs XtrataPro_YYYYMMDD.txt (.\CaptureSS\ServLib\Local\Logs) 2 The article describes where are located the KTM log files. Page 43

47 8.2.4 VRS Information type Product Information Environment Information Reproduction Scenario Research Data to Collect Information to Gather VRS Serial & Part Number Specify VRS or AIPE version numbers and SP s Workstation OS version and Service Pack Level Domain / local installation Describe in detail the steps to reproduce the problem Link to the articles or Web page that you have already been looking at VRS license info Screenshot of Activate.exe Scanner Brand & Model Used scanner interface (SCSI, FireWire, USB) o Adrenaline 850 or 1700 o Adrenaline 450, 650 or 650i Used Scan source Used Scanner & VRS settings Sample images showing problems 8.3 How to retrieve Kofax Capture Serial Number Expand the Programs shortcuts from the Start Menu and navigate to the Kofax Capture folder, then select the License Utility. The license serial number is displayed at the bottom of the license utility window. Page 44