My documents are not being imported

You have scanned or sent document to your workflow’s watched folder, but they are not arriving inside MetaServer. When you look in the watched folder, you notice that your scanned / sent documents are still there:

This problem can be related to the following things:

Make sure your workflow is activated in your Admin Client.

If your workflow is active, the On/Off button is set to “On” and there is an asterisk (“*”) next to your workflow name.

If you import from a cloud-synced folder (e.g. OneDrive, DropBox, etc.), please check if the files have been downloaded and are available on your system.

The files can not be set to “online only”.

OneDrive:

If a file is “online only”, a white cloud icon is shown in the “Status” column.

When it’s been downloaded and available, it shows a green check-mark instead.

You can change the “Files On-Demand” option in your OneDrive settings.

DropBox:

If a file is “online only”, a box icon is placed on top of the file’s icon.

You can change your Sync settings (“Selective sync” and / or “Default sync” settings) in your DropBox preferences.

If the time is incorrectly set to the future on your system that creates/receives your documents, it can create files that are set in the future.

If the time is incorrectly set to the past on your system running the MetaServer service, it will also consider all incoming documents as set in the future.

When this happens, these documents will not get imported.

To solve this, check both systems’ Windows “Date & Time” settings and make sure the “Time Zone” and “Time” are set automatically:

If specific files are not being imported, please check if they haven’t been opened in a PDF viewer.

When a document is opened in an external application, the file will become occupied. Occupied documents can’t be imported by the MetaServer service.

If your documents are being scanned / sent to the root of your workflow’s watched folder, disable your Import from Folder action’s “Only import from subfolders” option.

Only enable this option if you, as the name implies, ONLY want to import from subfolders inside your watched folder.

If you don’t need to apply scheduled import, disable your Import from Folder action’s “Scheduled processing” option.

“Scheduled Processing” means that import only starts at the defined time(s).

If you have a back-up service running in the background of your system running the MetaServer service, make sure this only runs outside of office hours so it does not block any important files.

If your files are still not being imported, it may be related to the Anti-Virus settings of the system running the MetaServer service.

For this case, please add your workflows’ import folders to the Anti-Virus software’s exceptions list.

If the problem persists, please try temporarily disabling the Anti-Virus software and try importing again.

When your watched folder is a network folder, and a windows update is in progress or requires a reboot (this is not always clearly indicated by Windows unfortunately), then network folders maybe inaccessible by MetaServer.  Simply reboot the computer to complete the windows update and to resolve the issue.

The MetaServer service user may not have the correct password to access your watched folder. You can check and adjust the password in MetaServer’s Server tab -> Network folders.

If the above steps still did not solve the issue, please contact us through our online support form.