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Levi, Ray & Shoup, Inc.

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How do I inform the Drivve support in the case of errors? (Drivve | Image)
To provide our customer with the best service possible, Drivve | Image contains a debugger - a tool that finds and diagnoses bugs within computer systems and that furthermore considers installed hardware - so that bugs can be removed as quickly as possible.

The debug log has to be enabled and as soon as it is activated, the debugger of Drivve | Image records every step the software does in a text file. The user can now reproduce the bug,save all information and send a mail to the Drivve support team.
 
 
Procedure in the case of errors
  1. Delete all old log files in the following directory: 
    ...\Drivve\Drivve Image\Log

  2. Delete all files with the extention .log in the following directories:

    • ...\Drivve\Drivve Image\Web\Drivveimageweb\Log
    • ...\Drivve\Drivve Image\Web\Drivveimagews\Log
  3. Enable the debug log:

    • On the  Tools menu, click  Options.
    • Click the  Advanced tab.
    • Select the option  Enable debug log and click  OK.
    • Click the  Save button.
  4. Reproduce the error:
  5. Repeat the action that resulted in the error.
    Note:
    If the error symptom is of the kind that the scanned files are put into the error folder   ...\Drivve\Drivve Image\work\error\[Subfolder per output document]  instead of the defined output folder, you can reproduce the error like this: 
    Copy both files (the image file and the .meta file) from the folder ... \[Subfolder per output document]  to folder     ...\Drivve\Drivve Image\Hotfolder. Drivve | Image will process the steps again, that originally resulted in the error. Take care to copy both files at the same time.
  6. Produce a ZIP file:
    • On the  Tools menu, click  Options.
    • Click the  Advanced tab.
    • Click the  Create button.
      This causes the opening of a folder containing the debug log as a ZIP file.

      The debug log indicates the position at which the bug occurred. Besides, it contains information about which kind of bug is involved and whether soft- or hardware is responsible for it.
    • Send an e-mail with a detailed description of the issue and the customer number of the installation.
    • The Drivve support team will send you an e-mail with an upload link for the zip file.
    • For EU customers, send the mail to: drivve.support.eu@lrs.com
      For US customers, send the mail to: drivve.support.us@lrs.com

 

Procedure in the case of image processing errors

In the case of image processing errors (for example: barcode cannot be recognized, zonal OCR and regular expression do not work, low quality of the output file etc.), attach the zipped debug log as well as the following files to the support case:

  • Backup file of the scanned document (TIF file)
  • Used scan profile (XML file)

 

Proceed as  follows:

  1. Start the Drivve | Image configuration tool.
  2. On the  Tools menu, click  Options.
  3. Click the  Advanced tab.
  4. Enable the function  Create backup of every scanned document.
  5. Click  OK.
  6. Click the  Save button.
  7. Scan the document which caused the error (or a similar document). Use the same scan profile.
  8. Go to the following directory: 
    ...\Drivve\Drivve Image\work\backup
  9. Upload the TIF file of the scanned document to the provided upload link.

    Caution
    Disable the function  Create backup of every scanned document after you have scanned the document.
    Now, you have to export the scan profile you used in order to paste it in the support email.
  10. In the profiles overview, select the scan profile.
  11. On the  Edit menu, click   Export scan profile.
  12. Click the  Save button.
    The scan profile is exported as XML file.
  13. Go to the following directory  ...\Drivve\Drivve Image\Templates\Profiles and upload the exported scan profile to the provided upload link.