Troubleshooting

There are some known issues that can be encountered when using Connect Send, depending on the way OL Connect Send is installed, configured or used; see Known Issues.

If another issue occurs and you find that you cannot solve the issue, there are a few things to check.

  1. Switch the OL Connect Send Printer Driver logging to DEBUG. This can be done by modifying the OL Connect Send Printer Driver; see Installing OL Connect Send Printer Driver. Then check the log files; see Log files.
  2. Make sure that the OL Connect Send database service is running on the machine where you have installed Workflow. The service is called OL Connect Send DBServer (the internal service name is "OLCSServer").
  3. It has been seen, in some cases, that using two instances of the OL Connect Send Job Processor plugin in different Workflow processes could lead to an error. Delete all the processes using the Job Processor plugin and redo them from scratch. Please do not use copy & paste. It is strongly recommended to use only one single process with the Job Processor plugin and set this to “Self Replicating”. Any further processing can be managed by the follow-up processes. Using two or more Job Processor plugins has been known to cause an error when (re-)starting Workflow.
  4. Sometimes, the license cannot be successfully activated due to the fact that the license file is locked, blocked or under the control of a specific user account. In this case the Software Activation Tool of Connect will show a message telling you that the license could not be activated. The Software Activation Tool of Workflow will silently take note of this error and close without displaying it. Please doublecheck if the license with the OLCS branch has successfully been activated by reopening the Software Activation Tool and clicking on the small i button. This will open the license overview window. A valid OLCS license will have a respective entry at the end of the list. If this is not the case, the activation has failed. In this case you need to activate manually by replacing the existing license file with the new one:
    1. Rename the new license file with the OLCS enhancement to OLConnect1.OLConnectLicense.
    2. Stop any Connect and Workflow services.
    3. Remove the existing OLConnect1.OLConnectLicense from %ProgramData%\Objectif Lune\OL Connect\licenses.
    4. Put the new license at that location.
    5. Restart any Connect services you stopped. You may notice that removing the existing license may be forbidden and you need to allow it explicitly. It may even be that you need to log on as an administrator to delete the file.

    Note: This is not an issue with OLCS, but with the Connect and/or Workflow version and under which user it has been installed. This issue will occur with any license activation on such machines.

  5. Check the required permissions. Generally no specific permissions are required on the side of the Printer Driver, except the standard ones:
    • The communication port from the Driver to Workflow must be allowed to be used (firewall, user rights...).
    • The Program Data subfolder for CPD must be accessible: %ProgramData%\Objectif Lune\CPD.

If none of the above mentioned should help, then collect all relevant information before contacting OL Support:

  • The related log files; see Log files.
  • Your Workflow configuration plus all relevant documents and externally required files.
  • A step-by-step description of what was done so far and what did lead to the issue(s).