All of the steps below should be carried out by an experienced member of your IT team.
First check that the ADM Network Service is running. On the server that is running the ADM Network Service:
Go to the Start Menu
Click on Control Panel
Select Administrative Tools
Click on Services
Restart the ADM Network Service
If this does not resolve the issue, check the Event Viewer in Windows on the server for messages from the ADM Network Service:
Click on the Start Menu
Navigate to Control Panel
Select Administrative Tools
Select Event Viewer
Under Windows Logs, click on Application, the source of ADM Network Service may find events.
If there are any messages, please resolve these if you need any assistance with these, please raise a new case online and reference the title of this article.
If there are no messages in the Event Viewer or resolving them does not fix the issue, you will need to check the Watch Folder itself.
Using Windows Explorer navigate to the path of the Watch Folder
Check to see if any of the files are being edited somewhere, if so close the files
If all the files in the folder start with ’PROCESSING’ it is possible that ADM had an issue with one or more of these files and couldn’t import them
Move all of the files except for one into another folder temporarily
Rename the remaining file, removing ’PROCESSING’ from its name, wait and see if ADM can now process it (depending on the setup it may take a few minutes)
If the file processes, repeat this step on the other files until the document that will not process is identified
Rescan this document - assuming the setup of the scanner hasn’t changed it will process through and hopefully will process this time
If none of the files process and remain in the folder as ’PROCESSING’, it is likely that the setup of the scanner has changed and the format of the document is not longer compatible with ADM
Please ensure that the document file type is the correct type. This should be typically using a .TIF file type. Please also ensure that the file is not too large.