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
Locate Import Agent Error Logs at:
- %programdata%\Laserfiche\ImportAgent\Logs\IAService.log
- Additional logs are saved in the Log file as IAService_yyyyMMdd_xx.log. E.g., IAService_20250815_00.log
- Logs created prior to upgrading to Laserfiche 12 are stored in the Windows Event viewer in the Admin channel and in the service stop/start/pause/migration log in the Operational channel.
The Import Agent configuration file is located: C:\Program Files\Laserfiche\Import Agent Suite\Import Agent\NLog.config
- For verbose-level logging to support detailed debugging, including profile monitoring logs, open the NLog.config file and change the minlevel attribute from Error to Trace:
<rules>
<logger name="*" minlevel="Trace" writeTo="file" />
</rules>
Note: The Import Agent service log-on account must have enough permissions to create the log file, if the service log-on user is a Windows Account instead of the Local System account. See Configuring Windows Rights for the Laserfiche Import Agent and Laserfiche Email Archive Services
Locating Email Archive Error Logs
Updating the Laserfiche Import Agent and Email Archive Services
Import Agent uses a Windows service named Laserfiche Import Agent Service to retrieve, import, move, and delete files in Windows folders. Email Archive uses the service named Laserfiche Email Archive Service. In some cases, you may need to modify the Windows account associated with these services.
Configuring Windows Rights for the Laserfiche Import Agent and Laserfiche Email Archive Services
- 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 or Laserfiche Email Archive Service.
- Select the Log On tab.
- Select one of the following options:
- Local System account. Only select this option if Import Agent or Email Archive is installed on the same machine that hosts the files you want to import and Import Agent or Email Archive is not configured to use Windows authentication to sign into the repository.
- This account. Select this option if Import Agent or Email Archive will access files across a network and/or Import Agent or Email Archive 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 or Email Archive 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 or Email Archive.
- Ensure this Windows account has sufficient Windows rights to retrieve, import, move, and/or delete files in Windows directories used by Import Agent or Email Archive. These must include:
- The C:\ProgramData\Laserfiche\ImportAgent\ and/or C:\ProgramData\Laserfiche\EmailArchiveService directory and Profiles sub-directory
- The C:\ProgramData\Laserfiche\ImportAgent\Auth and/or C:\ProgramData\Laserfiche\EmailArchiveService\Auth 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 and Laserfiche Email Archive Services
You can start and stop the Laserfiche Import Agent Service and Laserfiche Email Archive Service from the Windows Services interface or directly in Import Agent or Email Archive itself.
To start and stop the service from within Import Agent or Email Archive
- Open the Import Agent Configuration Utility or the Email Archive Configuration Utility.
- From the tool bar, select one of the following options:
- Start
- Stop
- Pause
(Import Agent only)
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.
Resolution
See the Updating the Laserfiche Import Agent and Email Archive Services section to ensure the account the Import Agent Service is running as meets the requirements listed in step 4.
This profile is outdated and needs to be converted to a newer version Error
If you copy Import Agent or Email Archive profiles to profile folder after installing Import Agent 12, and do not launch the Import Agent Configuration Utility, an error may be logged in the Event Viewer when the profile tries to run.
Resolution
- Launch the Import Agent Configuration Utility to migrate profiles to the latest version.
- Check the log files in C:\Program Files\Laserfiche\Import Agent\MigrationLog.txt to ensure the profiles migrated successfully.
Suspended Import Agent and Email Archive Profiles
Profiles can suspend and stop running if any of the following errors are encountered when connected to the Laserfiche repository. You can check the status of your profiles in the Import Agent Configuration Utility or the Email Archive Configuration Utility. You may need to refresh the list of profiles to see the suspended status. Hover over the profile to see more information about why it was suspended.
Self-hosted repositories may suspend for the following reasons:
- 9010: The User Account or Password is Incorrect
- 9073: This User Is Not Allowed to Log In Using a Password
- 9075 This password has expired and must be changed
- 9076: Your Temporary Password Has Expired
Laserfiche Cloud repositories may suspend for the following reasons:
- 1 (Password Expired)
- 2 (Generic Username Or Password Error)
- 7 (Account Expired)
- 16 (Service Principal Key Expired)
Resolution
Update the suspended profile with new credentials. Alternatively, restart the Import Agent service or Email Archive service if the password had been updated and you want to revert to the previous password.
Automatic Retries for Import Agent and Email Archive
When a transient error occurs, such as a locked entry or locked account, the import will be retried up to three times, several minutes apart. The retry intervals and maximum number of attempts is configurable through registry keys. For rate limiting errors, the retry is longer: 30 minutes.