Troubleshooting Import

Issues arising when importing to ABBYY FlexiCapture Cloud are most often caused by incorrect firewall and network connection settings, which is where we recommend you begin troubleshooting. If you are importing using IMAP or ABBYY FlexiCapture Connect, make sure that the requirements outlined in the sections below are satisfied.

You can also check the Event Log for import tasks that contain errors or contact technical support.

Firewall issues

A firewall protects the computer or the network and allows incoming connections from limited access points only when certain rules are followed. The firewall rejects all data that does not conform to its policies, which are set by the firewall administrator. In order to stop your firewall from blocking ABBYY FlexiCapture Cloud from accessing the user’s resources, you need to correctly set up your firewall rules, regardless of the import type that you are using.

For more information about this, see Import security features in ABBYY FlexiCapture Cloud section.

Network issues

If network issues or issues with the secure SSL/TLS connection arise, we recommend that you contact your organization’s local network administrator.

IMAP issues

For importing documents to ABBYY FlexiCapture Cloud from e-mails using the IMAP server (outlook.office365.com), a Hot Folder image import profile is used. Each import profile is assigned to a single e-mail account. When importing files via e-mail, problems with user account details often arise. To solve these issues, check the following:

  1. Verify that you are using the correct password for the e-mail account.
  2. Make sure that the e-mail account that you are importing messages from works.

In some cases, import errors may be caused by the Microsoft Office 365 Advanced Threat protection (ATP) cloud e-mail filtering service. When an e-mail account is activated, the ATP service temporarily deletes attachments from e-mails and replaces them with a token file. After they have been checked, the files are restored, which means that no errors should occur if the import is repeated. To solve this type of problem, try setting up exceptions in the service policy rules. For more details about how the service works, see Microsoft’s official website.

ABBYY FlexiCapture Connect issues

When importing files using ABBYY FlexiCapture Connect, you may encounter a code 403 error returned by the IIS service. The cause of this type of error may be the incorrect assignment of roles to the user account that was used to configure ABBYY FlexiCapture Connect. To be able to import documents, the user account should be set up as an External User. For more information, see #ERROR_INVALID_LINK_roles_setup#.  

If the cause of the problem is not known, you can try inspecting the ABBYY FlexiCapture Connect service logs in Event Viewer. To collect a log file, do the following:

  1. Repeat the import attempt
  2. Navigate to Control Panel > Administrative Tools > Event Viewer
  3. Select Windows Logs
  4. Select Application and view the logs.

For more information about the ABBYY FlexiCapture Connect service, see this page.

Event log

You can view the event log and check the Administration and Monitoring Console error logs. For more details on how to do so, see Processing error diagnostics.

Note: If the import is unsuccessful, the processing batch may not have been created yet, which is why you do not need to filter your search by batch name when viewing the Event Log, and only view those events that contain errors instead.

Technical support

If you still have more questions or problems that have not been solved, you can navigate to the technical support section on www.abbyy.com and open a ticket with technical support.

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