FAQs

Are Pacsol still operating as normal during the COVID-19 restrictions?

PacSol are operating (almost) as normal and access to support services is unaffected by the current restrictions. Consultancy services that require customer system access are currently conducted via remote shared connections only.  Any future proposed visit to site would need to be reviewed on a case by case basis and with reference to current government guidelines.

Can we log a support ticket directly via the web?

Yes! Just go to https://pacsol.mojohelpdesk.com/

We tried to submit a support ticket via the web help desk but we don’t think it worked. What do we do?

Don’t panic! Please contact support@pacsol.co.uk who will verify if a submission was received or not. If no ticket was created, the support team will assist ensure an appropriate record is created within the help desk and start to review the reported issue.

Do we need to upgrade any of our existing applications if we are migrating to Windows 10?

Possibly. Many of the products we supply and install require a specific version to be used for Windows 10 compatibility. If you are unsure of your currently installed version, please contact support@pacsol.co.uk who will arrange a remote desktop share to help you review and then prepare a requirements assessment prior to the migration.

Do PacSol provide maintenance support for the server / workstations on which the applications provided are installed?

Unfortunately not. Whilst PacSol fully support and help maintain the applications supplied, the underlying server or workstation operating system and related software are your responsibility. PacSol will however always advise on best practice for server and workstation configurations that will provide the best performance and stability for the installed applications.

The quality of our scanned images has deteriorated, do we need a new scanner?

Probably not, possibly the hardware just needs a good clean! Failing that, PacSol’s hardware maintenance contract covers the cost of a specialist engineer attending your site to diagnose the issue. No hardware maintenance contract (why not?) – we can quote and arrange for an engineer visit. The engineer will review the issues with the device, advise on the course of action to resolve and any parts that require replacement. Obviously, if you would like a bigger / faster / more compact shiny new scanner, we can help supply one of those too.

Jam or cream first?

We will defer to her majesty the Queen on this one – jam then cream (Cornish) always.

Essential Backup Guides

These are the minimum backup requirements that will restore an application’s data but not necessarily all configuration / workflow options.

***It is the responsibility of the individual client to ensure platform data is reliably backed up and that any recovery strategy is regularly tested.***

DocuWare icon

DocuWare

Important: The date time stamp of the SQL and physical storage repositories restored should be the same otherwise issues will occur following restore. There are DocuWare tools that can help reconcile this data but it is best practice to avoid having to use these through planning.

  • Full database backup(s)
    • dwdata
    • dwlogging
    • dwnotification
    • dwselectlists
    • dwsystem
    • dwthumbnail
    • dwworkflowengine
  • All storage directory locations backup: Consult the Storage Locations information in DocuWare Administration
    • Documents (C:\Storage Locations\Documents)
    • File Connections (C:\Storage Locations\File Connections)
    • Logging (C:\Storage Locations\Logging)
  • Record of user accounts for installation
    • Installation (system administrator) account / SQL DBA
    • Service account
  • Backup of all DW*.exe.settings files across the DocuWare folders (C:\Program Files (x86)\DocuWare)
Invu Company Logo

Invu

Important: The date time stamp of the SQL and physical storage repositories restored must be the same otherwise issues will occur with either image retrievals (missing documents) or the platform being unable to store due to uncatalogued items in the storage location.

  • Full database backup(s)
    • Series6
    • Series6Workflow
  • Full secure storage directory backup: Consult the database table dbo.infostore for the saved storage path(s)
    • C:\S6 (default)
  • Record of user accounts for installation: Consult the database table dbo.entity in the Series6 database. Row ID 999 should contain the service account user and row ID 1000 the system administrator account used during installation
    • Installation (system administrator) account
    • Service account
  • Ensure the INVU Care code (issued annually during maintenance renewal) has been updated on the production INVU platform
Kofax Logo

Kofax Capture

Important: This backup solution will not restore any ‘work in progress’, only the configuration and ability to start submitting new documents.

  • Export of all batch class configurations (from Kofax Administrator as *.cab file)
  • For ImageView installations only – a backup of dynamic.mdb and connect.ini (usually C:\ProgramData\ImageView for Kofax)

Best practice when using KTM is to include the extended installation data:

  • For MSSQL based installs – MSSQL database
  • For local installs – ACSystem.mdf and ACSystem.log from \Users\All Users\Kofax\Capture\Server\DB\MSSQL.1\MSSQL\Data
  • Contents of the folder “CaptureSV” (default C:\ProgramData\Kofax\)

FastScan II

  • Backup the contents of the directory C:\ProgramData\GTOS

Fortis

Important: The date time stamp of the SQL and physical storage repositories restored must be the same otherwise issues will occur with either image retrievals (missing documents) or the platform being unable to store due to uncatalogued items in the storage location. The FortisDT is key to any Fortis installation.

  • Full database backup(s)
    • ..\FortisDT\DBS
    • Full MSSQL backup
  • All storage directory locations backup
    • ..\FortisDT\<<cabinet name>>
    • ..\FortisDT\INBASKET
  • Record of user accounts for installation
    • Installation (system administrator) account / SQL DBA
    • Service account
  • Backup of key configuration files from the ..\FortisDT\SYSDATA folder
    • ini
    • dat
    • dat
    • DAT / FMCONFIG.TXT

Have any questions or need more information about our products?

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