Troubleshooting Import Agent and Email Archive

These are issues that may occur with Import Agent and Email Archive at the system administration level. To see issues that might occur in-product, see Common Error Messages.

Locating Import Agent Error Logs

Import Agent reports error messages to the Microsoft Windows Event Log.

Tip: Ensure the Windows account assigned to the Laserfiche Import Agent service has been configured correctly. Learn more.

To view the Windows Event Log

Open the Windows Event Viewer.

Open Windows Control Panel. Depending on the version of Windows either switch to Classic View or select to view by Large icons or Small icons.
Open Administrative Tools, and click Event Viewer.

In the Event Viewer, expand Applications and Services Logs, Laserfiche, Import Agent or Email Archive, and then Service.
Select Admin, Debug, or Operational. Ensure the selected log is enabled in the Action pane. Errors will be listed in the center pane.

Updating the Laserfiche Import Agent Service

Import Agent uses a Windows service named Laserfiche Import Agent Service to retrieve, import, move, and delete files in Windows folders. In some cases, you may need to modify the Windows account associated with this service.

Configuring Windows Rights for the Laserfiche Import Agent Service

Open the Windows Services.

Open Windows Control Panel. Depending on the version of Windows either switch to Classic View or select to view by Large icons or Small icons.
Open Administrative Tools.
Open Services.

Double-click Laserfiche Import Agent Service.
Select the Log On tab.
Select one of the following options:

Local System account. Only select this option if Import Agent is installed on the same machine that hosts the files you want to import and Import Agent is not configured to use Windows authentication to sign into the repository.
This account. Select this option if Import Agent will access files across a network and/or Import Agent is configured to use Windows authentication to sign into the repository. Specify a Windows user account and password. Keep in mind the following considerations:

If the password associated with the account changes, you may have to manually update this dialog box.
If Import Agent is configured to use Windows authentication to sign into the repository, the Windows account specified here will be used. Ensure this account has sufficient Laserfiche rights to perform all the tasks required by Import Agent.
Ensure this Windows account has sufficient Windows rights to retrieve, import, move, and/or delete files in Windows directories used by Import Agent. These must include:
- The C:\ProgramData\Laserfiche\ImportAgent\ directory and Profiles sub-directory
- The C:\ProgramData\Laserfiche\ImportAgent\Auth\keys directory (Auth is a hidden folder) and the keys file.
- The directory where you created your monitored folder.
- Any directory you configured in post-processing.

Click OK.

Starting and Stopping the Laserfiche Import Agent Service

You can start and stop the Laserfiche Import Agent Service from the Windows Services interface or directly in Import Agent itself.

To start and stop the service from within Import Agent

Open the Import Agent Configuration Utility.
Select Service from the menu.
Select one of the following options:

Start
Stop
Pause

Tip: Choosing Stop or Pause disables all profiles. Alternatively, you can temporarily disable a specific profile.

Access to the Path [Path] is Denied Error

This error occurs when the Laserfiche Import Agent service does not have sufficient rights to the monitored directory. The path specified in the error message lists the specific folder.

Resolution

Do one of the following:

If the folder is on a network drive and the service has been configured to log on using a local system account, configure the service to use an account that has sufficient rights to the folder. Learn more.
Change the account assigned to the service to an account that has sufficient rights to the folder.
Grant additional rights to the account associated with the service.

Could Not Find a Part of the Path Error

This error can occur when the Laserfiche Import Agent service does not have sufficient rights to see the monitored directory specified in the corresponding profile.

Resolution

Do one of the following:

Change the account assigned to the Laserfiche Import Agent service to an account that has sufficient rights to the specified Windows folder.
Grant additional rights to the current Windows user.
Ensure that the Windows folder exists.

Username or Password Incorrect (9010) Error

You may encounter this error with Import Agent if the account the Import Agent Service is running as has an incorrect username or password, or if the Import Agent Service account does not have access to the correct Windows directories.