Enfocus Community

I am experiencing an unknown problem where a PDF would stuck in the input folder forever without even displaying the file in the Progress tab but when I rename that file(just adding a space is fine), it would start the process.

Anyone experiencing this problem or is it just me? I've been experiencing this issue for a while now. Renaming the file shouldn't be an option.

Any insights on this would be a great help. This happens once again to our new file.

I'm not aware of any reported issues about this.
I would suggest that you contact our support department, but I assume with an older version you don't have a support contract?

Is there anything else about the installation you can tell us?
Operating Systems, Mounted Volumes?
Where is the file coming from?

You only other thing I suggest is that you try with the current (2019) version with a trial license and see if that works.

Thanks Andrew for your reply.

The program is installed in Windows Server 2012 R2.
There are only 2 mounted volumes in the server but the hotfolder is being mapped to a file server.
The files were created by our production team.

Installing a trial version would be a problem since there are thousands for files being processed every day. Also, only our IT team is allowed to do such thing.

Has this problem just started, if so did anything change?
Was it running ok before?
Bear in mind that is quite an old version now.

The problem is without a maintenance contract you are not going to be able to get help from support.
I would suggest you discuss the situation with your IT team. If you can at least test with the new version it will give you an idea if the problem is related to that version or something else.