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Troubleshoot Email Import Connector

The following list helps you troubleshoot the most common issues with Email Import Connector. Please review these suggestions before contacting Kofax Technical Support.

Refer to the log file to help resolve any problems you may be having. The log file, saved in the shared Kofax Capture log folder (<Kofax Capture installation folder>\Logs), is named ACEI_yymm.txt, where yy is the current year and mm is the current month. All error messages and events are logged to the file by the Kofax Capture Import Connector - Email - Service.

Table 1. Troubleshooting

Problem

Possible Resolution

When using a window, you get a message informing you that a required field must have a value.

Some window fields are required. Return to the field and provide the necessary information.

Mailboxes that you have already set up are now invalid.

Someone may have changed the assigned Kofax Capture user profile, or something changed in the batch class properties.

These changes may invalidate mailboxes that have been associated with batch classes not supported by the newly assigned user profile.

Change the assignment back to the original user profile, or reconfigure Kofax Capture Import Connector - Email to work with the new profile.

Batch classes that you have already associated with mailboxes cannot be used for import, or disappear from the list of batch classes in the Import Options tab of the Mailbox window.

Someone may have changed the assigned Kofax Capture user profile.

Change the assignment back to the original user profile, or reconfigure Kofax Capture Import Connector - Email to work with the new profile, or enable the User Profiles feature in Kofax Capture.

Batch classes that you have been using can no longer be used for import by Kofax Capture Import Connector - Email.

Someone may have changed the batch class properties in Kofax Capture.

Validate the batch class and make any suggested corrections.

When attempting to change or specify a password, you get a message informing you the password is incorrect.

You may have provided the wrong password, or the password may have changed for the Kofax Capture user profile or for an email account.

Use the correct passwords.

You get a message informing you that Kofax Capture Import Connector - Email cannot find the server.

One or more of the mail server settings in Kofax Capture Import Connector - Email may be wrong or out of date, or there may be a problem with the email system itself.

Check the settings, and if that does not resolve the issue, contact the email system administrator.

You get a message informing you that mailbox names must be unique.

You are attempting to specify a mailbox that is already in use.

Ensure that you use unique names for mailboxes.

You get a message informing you that a user profile has not been specified.

Kofax Capture Import Connector - Email requires a Kofax Capture user profile. Specify a user profile.