IMPORTANT UPDATE

We have confirmed that this problem only presents itself on August 1^st2011.  If the issue persists today, please make sure the System Date is set to August 2^nd2011 and restart the server.  This should resolve the problem.  If the problem still exists, please contact Technical Support.

Nuance is continuing to work on patches to update the VeryPDF module within the latest versions of ScanFlowStore, DigiDocFlow, SimplifyScan and SmartOfficeScan.  These will be posted to the Knowledge Base article listed below when they are available.

Problem:

Documents that are sent to the X-Solutions application are no longer being processed. Also, when selecting a trigger from the Administration Console, the following message will appear:
Error: Copyright @ 2002-2009 www.verypdf.com Inc.

 Cause:

Nuance discovered that a third party component of the X-Solutions product lines (ScanFlowStore) has expired. The result is a critical error in that files are not being processed after July 31, 2011. (There is no indication at either the device or the administration UI that the software has stopped working.)

This issue impacts build numbers x.x.120.xxx and x.x.121.xxx of ScanFlowStore.

Solution:

In order to apply the correct solution, first confirm the exact version of the X-Solutions software being used. Once that information has been identified, the correct solution can be followed.

Note: Before applying any hotfix, please stop the running processes and backup the X-Solutions settings.

Check the Build ID:

The solution will vary depending on which build of the X-Solutions application is being used. To confirm the exact build that is being used:

1. Within the X-Solutions application, click "Help > About".
2. The "About" dialog will display the currently installed version.

Build x.x.120.xxxx

• Note: The solution for the "x.x.120.xxxx" builds of X-Solutions application will be posted as soon as it has been made available.

Please contact Technical Support for more information by calling:

• EMEA Phone: Netherlands +31 (0) 33 711 0655, United Kingdom +44 (0) 208 734 3670

Build x.x.121.1208

Important Note: In order to apply the hotfix below, X-Solutions builds listed as x.x.121.1208 must first be upgraded to x.x.121.1210. To upgrade from the 1208 build to the 1210 build, download the corresponding 1210 Upgrade Patch and Read Me file from the link below:

• 1210 Upgrade for ScanFlowStore

Stop the Processes:
Follow the steps below to close all the X-Solutions processes that might be running:

1. Within the X-Solutions application, stop the process by selecting the "Stop Process" button.
2. Exit from the X-Solutions application by selecting the pull-down menu "File > Close".
3. Within the Windows System Tray (lower right corner), right-click on the X-Solutions icon and select "Exit".
4. Open the Windows Task Manager (Ctrl + Alt + Del), and select the "Processes" tab. Click the "Image Name" heading to sort the processes alphabetically. If any of the following processes are listed, then select them individually and click the ‘End Process’ button.
   • Qlistener.exe
   • Qserver.exe
   • QserverProc.exe
   • QVSProc.exe
   • Note: At this point, the X-Solutions application is no longer running and all associated processes are stopped.

Backup the Settings:

Before continuing with solution below, please backup existing X-Solutions configuration files and application files.

1. The default installation is located at "C:\Program Files\Nuance\<X-Solutions>".
2. Select the "X-Solutions" folder and copy this folder (and all subfolders/files) to a safe location, such as a network folder. This is merely a preventive measure taken in the event that any file needs to be restored or salvaged.
   • Note: At this point, all critical files are backed up and it is safe to proceed with the remaining instructions.

Install the veryPDF hotfix

1. Download the hotfix for the corresponding X-Solutions application to the Windows Desktop:
   • Click here to download the hotfix for ScanFlowStore
2. Extract the downloaded file to the Windows Desktop. The new folder will be the name of the X-Solutions application.
3. Copy and overwrite the content of the "X-Solutions" folder into the default install folder of X-Solutions application.
   • For example, copy the new "ScanFlowStore" folder on the Windows Desktop and paste it into the "C:\Program Files\Nuance\" folder. When the user is prompted whether to overwrite certain files, click "OK" to allow it.
4. Launch the X-Solutions application.
5. Within the X-Solutions application, click the "Start Process" button and monitor the X-Solutions "Event View" to ensure scanning has resumed.
   • Note: To process any scan jobs that had previously failed, open the Admin Console and go to the Failed Jobs menu. Right-click on any jobs listed and select "Retry" in order to process that scan job again.