Technical information

Ricoh Embedded Software Architecture (ESA) Device Client v1.4 Installation and Integration Guide
Section 8: Troubleshooting
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Troubleshooting the delivery mechanism
When the AccuRoute server finishes processing a message, an outbound connector routes the message directly to
its destination or passes the message onto a delivery agent. If a delivery agent such as a mail server or DMS application
is involved in the delivery process, do some basic troubleshooting on the delivery agent. If the delivery agent is
functioning correctly, troubleshoot the message on the AccuRoute server. Continue to Troubleshooting the message
on the AccuRoute server.
Troubleshooting the message on the AccuRoute server
There are two important questions that can be resolved when troubleshooting a message on the AccuRoute server:
 Was the message submitted to the AccuRoute server?
 Assuming the message was submitted to the AccuRoute server, what caused the delivery failure? The
state and status of the message, along with details in the message journal, provide important clues.
Start troubleshooting by trying to locate the message on the AccuRoute server:
1 Click Start > All Programs > Omtool > AccuRoute Server > AccuRoute Server
Administrator.
2 In the console tree, expand the AccuRoute Server Administrator and go to [ServerName] >
Messages.
3 Look for the message in the In Process queue:
a Click In Process.
b View All Items.
c Sort all items by the date submitted.
d Look for the message.
 Message found - View the message journal to determine the current state and status of the
message. Then monitor the components and confirm that the message is moving through the
processing queues on the AccuRoute server. If the AccuRoute server stops processing the
message (for example, the message seems to be stuck in a processing queue), restart all
Omtool services.
 Message not found - Go to step 4 and look for the message in the History queue.