Cause:
In the most likely event either the scanner setting `Black Border Removal´ is switched off or the background colour has been set to black instead of white.

Solution:
Select the option `Show Scanner Software´ in the scan window of RetSoft Archive. During the scanning process an additional window now appears. Look to this for the options pertaining to `Black Border Removal´ or `Background Colour´ and enter the correct value.

Description:
When the user tries to (re)define user rights for folders and/or documents in RetSoft Archive Expert the error message `An error has occurred during the process of redefining user rights´ appears (or an error message related to this).
 
Cause:
The user rights definition sequence is incomplete (example: a Pro database has been added to the Expert database after the user rights have been defined or updating the users and user groups has been cancelled prematurely).

Solution:
Create a new group in the administration module of RetSoft Archive Expert with a name of your choice. For example `temporary group´. Then click `Finish´ and wait for the process to reach completion (can take a moment). After this the user rights can be (re)defined.

Cause:

• Insufficient free space on the database server
• The size of the database is close to reaching the 4GB limit (MySQL)

Solution:

• Free up space on the database server or expand the existing capacity
• (Only applies to MySQL 4.1) Use the SQL statement listed below to amend the maximum size of the database (Can be executed by using the MySQL Query browser which can be found on http://www.mysql.com).
• ALTER TABLE pictures MAX_ROWS=500000 AVG_ROW_LENGTH=80000

 

Description:
While using RetSoft Archive the error message `Got a packet bigger than max_allowed_packet_bytes´. This error message can only surface when using the MySQL database system.

Cause:
The file size of a scanned or imported document is too large to be processed by the database system.

• The option `set-variable=max_allowed_packed=32M´ has not been added to the my.ini file.
• The afore mentioned option has been added but the size of the scanned/imported document is larger then 32MB.

Solution:
Check whether the option `set-variable=max_allowed_packed=32M´ has been added to the my.ini file. If yes, increase the value to 64M for example. Please note: You will have to restart MySQL in order for the change to take effect.

Cause:
Highlighting of text is available in RetSoft Archive (since Scan and Sort it version 6) provided the OCR add-on is included. Text inside the document will only be highlighted if it is recognized by this version or a more recent version. The text inside the document has not been recognized by the new OCR add-on.

Solution:
You can solve this problem by executing the text recognition sequence (OCR) again on the documents. View the manual (F1 in RetSoft Archive) for more information.

Cause:

• The file size of the exported document is extremely small
• The exported document is a colour document

Solution:
If it concerns a PDF then you change when exporting `Searchable PDF (black/white)´ in `PDF´. Also you could use a virtual PDF printer to print the documents via print-to-file to a PDF file.

Cause:
The file size of the documents is too large (600 DPI) or there is a high quality scan in A3 format.

Solution:
Yellow highlighting can be imposed on these documents through a registry change:
HKEY_CURRENT_USER\Software\RetSoft\Scan and Sort it Expert\9\OCR\Hwidth
HKEY_CURRENT_USER\Software\RetSoft\Scan and Sort it Expert\9\OCR\HHeight
Increasing these values until they are double their old value will have the desired effect already in most cases.

No, RetSoft Archive does not use a DSN connection to connect to the database.

As a result no DSN will have the be created. However it is compulsory that for each user the correct database is selected. This can be accomplished through a registry import as described in `is RetSoft Archive suitable for use with a Terminal Server/Citrix environment?´.

Cause:
Poor system performance in combination with the pRe-defined double-click speed of the computer mouse.

Solution:
Right click with the mouse button on the folder you wish to open in the search results and select `Open location´.

Cause:
No database has been selected.

Solution:
Use the RetSoft Archive administration module to select or create a database.

Description:
You want to log into RetSoft Archive with the option `Activate OCR´ but the message `All available user licenses are currently in use. You can't make use of the OCR add-on. Please contact your system administrator for more information´.

Cause:

• An insufficient number of OCR user licenses are available
• One or more users have logged out incorrectly

Solution:
Check in the RetSoft Archive Expert administration module which users have activated the OCR add-on and which users are not logged out correctly. You can manually remove these users and free up the user licenses again.

Cause:
The user called scansort does not exist or has no rights to log into the system concerned.

Solution:
Create the user scansort (by using the MySQL administrator or the MS-SQL Enterprise Manager) with the required user rights or edit this user's account so sufficient user rights are granted.

Description:
During the login process in RetSoft Archive you are prompted with the message `Your login has not been accepted. Please contact your system administrator´.

Cause:
The user has not received any login rights to RetSoft Archive.

Solution:
Use the RetSoft Archive Expert administration module to grant login rights to the user it concerns.

Description:
Despite the fact that user accounts have been defined in the administration module of RetSoft Archive Expert it is impossible to login (unless the administrator account scansort is used).

Cause:
The user scansort has insufficient administrator rights in the MySQL or MS-SQL database system to create new user accounts.

Solution:
Grant the user called scansort sufficient rights in the database system. You can define this through the Enterprise Manager (MS-SQL) or the MySQL Administrator (MySQL). Please also view the manual `RetSoft Archive Expert: DBMS Configuration´ which has been supplied with the software.

Description:
One or more user passwords can't be changed from the RetSoft Archive Expert administration module.

Solution:
Update to the most recent version of RetSoft Archive Expert through the client page embedded in the software.

Description:
While using the RetSoft Archive Expert administration module you are suddenly and without a logical reason prompted with the message `An error occurred while loading user accessibility´.

Cause:
Possibly you are using an invalid license code.

Solution:
Check whether the license code is correct and enter it again.

Description:
This problem has probably been caused by insufficient writing rights.

Solution:

1. It is important that RetSoft Archive users are granted full writing rights (through security in Windows) in:
2. The data folder of RetSoft Archive in Windows Vista, including all sub-folders and files (standard 'C:\ProgramData\RetSoft Archive Pro')
3. The location of your database(s).

Cause:
Depending on any other error messages/codes which appeared before or after this one it can mean the database has been damaged.

Solution:
Use the Database Tool to check the database for possible errors and (if and where possible) repair it.

Cause:
One or more system files could not be initialised.

Solution:
Re-install RetSoft Archive. If the problems persist the system rights for the user that's logged in are possibly incorrect. Please ensure that you have full access to the Windows System Directory, the installation folder of RetSoft Archive and the windows registry during the installation procedure. If necessary please contact your system administrator about this.

Cause:
The database belongs to an older version or is not compatible with RetSoft Archive.

Solution:
Check the database for errors with the Database Tool and open the database from a main station with the most recent version of RetSoft Archive.