Troubleshooting

Analyzing why a document processed with the GDR Engine failed

When the process of a file with the GDR Engine fails, the document(s) not sent will be archived in a \Failed subdirectory of the \GDR Pickup Service\Archived Files directory of the Faxgate Administrator.

This topic tells you how to carry out analysis if your documents continue to fail.

If a document is not sent, it means that the document destination information (fax number, email address or other) has not been retrieved, for one of the two following reasons:

• The GDR template has not been properly defined (setting up errors, particular cases not taken into consideration, reference document not generic enough).

• The document has not been processed with the right template.

Proceed as follows:

1. Open in GDR Designer the template with which your document is to be processed.

2. Select the Test option from the Document menu. By default, this window displays the result of the test in the GDR template open in the reference document of this template. Check that the variable containing the destination information (fax number, email address) is not empty and contains a consistent value.

   • If not, the template is not correctly defined: you will then need to check all the parameters and modify it so that the recovered destination information is consistent.

   • If it is, move on to the next point.

3. From the Test window, click on the button and select the file containing the document that failed. Check that the variable containing the destination information (fax number, email address, printer path) is not empty and contains a consistent value.

   • If not, the template is not correctly defined: the reference document is not generic enough or some particular cases are not covered; you must modify the template until the recovered destination information is consistent.

   • If it is, move on to the next point.

4. From the Test window, click on the button. The test is then run using all the GDR templates defined on the fax server. The name of the template processing each document appears in the Document type column. Check that your document is being processed with the right template (the one open in GDR Designer).

   • If not, you must check the template used instead and redefine correctly how the document is recognized (for instance, if in a template you recognize a document by the file name containing it " File00.txt " and in another template, you recognize the document by the " F*.txt ", file name, there will necessarily be some ambiguity).

5. Once you have identified the origin of the problem and you have corrected it, you can submitted the failed document(s) again. To do this, select the failed document file from the Failed sub-directory of the \GDR Pickup Service\Archived Files directory, and drag and drop it into the \GDR Pickup Service\Files to process directory. This file only contains the origin file documents that have failed: accordingly, those that had been submitted successfully will not be sent again.