Support

Support can be reached at any of the following:

Direct. 417.886.7505

Toll Free. 888.828.7505

Email. support@paperwise.com

Live. Call support at 888.828.7505 and then log in below.

Frequently Asked Questions


Over the years, PaperWise Support has found that setting up anti-virus exclusions for our install folders and core applications helps resolve and prevent problems.  The lists below contain commonly used PaperWise files and folders. We recommended you exclude these from your antivirus software.

Please be aware that some of these may not be viable on your system. If you have questions, please contact us via telephone or email.

 

Below are the files and directories that you want to exclude for 32-bit systems:

  • C:\Program Files\PaperWise Suite V6 and all subdirectories
  • C:\Program Files\Common Files\PaperWise and all subdirectories
  • C:\Program Files\PaperWise Suite V6\Query.exe
  • C:\Program Files\PaperWise Suite V6\SendTo.exe
  • C:\Program Files\PaperWise Suite V6\ImageWise.exe
  • C:\Program Files\PaperWise Suite V6\IntegrationClient\IntegrationClient.exe

 

Below are the files and directories that you want to exclude for 64-bit systems:

  • C:\Program Files (x86)\PaperWise Suite V6 and all subdirectories
  • C:\Program Files (x86)\Common Files\PaperWise and all subdirectories
  • C:\Program Files (x86)\PaperWise Suite V6\Query.exe
  • C:\Program Files (x86)\PaperWise Suite V6\SendTo.exe
  • C:\Program Files (x86)\PaperWise Suite V6\ImageWise.exe
  • C:\Program Files (x86)\PaperWise Suite V6\IntegrationClient\IntegrationClient.exe

All programs use temporary files to some extent, which means that those files can build up and cause issues. Clearing out those temporary files will not only help your PaperWise applications run more smoothly, but, in many cases, will also help your PC run quicker.

For older models:

Go to Start - All Programs - Accessories - System Tools - Disk Cleanup

Then follow the prompts.

For newer models:

Search for Disk Cleanup to find the application. Once opened, it will ask which drive you want to clean up. Select the drive you wish to clear and the Disk Cleanup application will calculate how much space you could free up. 

The next dialogue box will prompt you to mark temporary files for removal. Just check the ones you want to get rid of and click OK.

Please note: these files will be permanently removed from your system and will no longer be accessible. 

This error occurs when Adobe sends out an update to their Reader or Acrobat application.  Unfortunately, one of their components overwrites the registration of the dsoframer.ocx file that our system uses.

Windows XP:

Register the actual file, using a cmd window:

  • Click on the Start button
  • Type in: cmd
  • Press enter

Navigate to where dsoframer.ocx is saved:

  • Type: c:
  • Press enter
  • Type: cd\Program Files\Common Files\PaperWise\PaperWise Suite V6
  • Press enter
  • Type: regsvr32 dsoframer.ocx
  • Press enter

 

Windows 7 – 32 bit

The directions are a little different as Windows 7 will not register ocx/dll files unless the cmd window has been launched with elevated permissions even if you are logged in as an Administrator.

Register the actual file, using a cmd window:

  • Click on the Start button
  • Type: cmd
  • Right click on the cmd.exe
  • Select 'Run as Administrator' from the popup list

Navigate to where the dsoframer.ocx is saved:

  • Type: c:
  • Press enter
  • Type: cd\Program Files\Common Files\PaperWise\PaperWise Suite V6
  • Press enter
  • Type: regsvr32 dsoframer.ocx
  • Press enter
Windows 7 – 64 bit

The directions are a little different as Windows 7 will not register ocx/dll files unless the cmd window has been launched with elevated permissions even if you are logged in as an Administrator and the location of 32 bit applications differs from 64 bit applications.

Register the actual file, using a cmd window:

  • Click on the Start button
  • Type: cmd
  • Right click on the cmd.exe
  • Select 'Run as Administrator' from the popup list

Navigate to where dsoframer.ocx is saved:

  • Type: c:
  • Press enter
  • Type: cd\Program Files (x86)\Common Files\PaperWise\PaperWise Suite V6
  • Press enter
  • Type: regsvr32 dsoframer.ocx
  • Press enter
Nuance

Nuance installs dsoframer.ocx in C:\Windows\System32. If you remove the file, it will automatically recopy it there when launching even Query.

You will need to copy our version of dsoframer.ocx to the C:\Windows\System32 directory

  • Copy: "C:\Program Files\Common Files\PaperWise\PaperWise Suite V6\dsoframer.ocx" "C:\Windows\System32"

For 64 bit operating systems it will need to be copied to C:\Windows\SysWOW64 directory

  • Copy: "C:\Program Files\Common Files\PaperWise\PaperWise Suite V6\dsoframer.ocx" "C:\Windows\SysWOW64"

A copy of the file is also sometimes found in c:\program files\Nuance\PDF Viewer\bin . This file may also need to be replaced with our version.

Batch File Example

These steps can also be done by creating a login script or batch file to run on users' stations when they log in to silently register the dsoframer.ocx file:

Windows XP or Windows 7 32 bit:

regsvr32\s "%ProgramFiles%\Common Files\PaperWise\PaperWise Suite V6\dsoframer.ocx"

Windows 7 64 bit:

regsvr32 /s "%PROGRAMFILES(X86)%\Common Files\PaperWise\PaperWise Suite V6\dsoframer.ocx"

The internet settings were not appropriately set to allow scripts and ActiveX controls to be executed.

Open your internet explorer and navigate to the website for your integration with PaperWise.

In Internet Explorer:

In the Tools-Options menu, click the Security tab. Then click on the Trusted Sites option. You will need to add the website to your list of trusted sites. Click on the button for Sites. The website will be listed in the box for 'Add to this website to the zone:' Click on the 'Add' button. Note: you may have to unclick the check box for 'Require server verification (https:) for all sites in this zone' in order to save these settings. Then click on the close button.

Now click on the Custom Level button on the Security level section in the Security tab. Change all ActiveX settings to allow or enabled to allow scripts and plugs to run.

These are the settings I recommend:

Click the OK button once you are finished.

You will need to close all of your Internet Explorer windows to save the changes. Then try your application and integration again.

This is a setting in Adobe reader.

It usually carries over into the Adobe Internet Explorer plugin.

Generally printing of pdf file from either adobe or adobe plugin in Internet Explorer can be resolved with the following.

  • When printing from Reader (or Acrobat) there is a setting in the Print window under the Advance button:
  • That setting is Print as Image, make sure it is checked.
  • Also on that Print window is a radio button for Actual size, make sure that is selected as well. 

Both of these will resolve the garbage issue you are experiencing.   Good news is that the settings stick with Reader and Acrobat so you do not have to reset every time. 

If it does not carry over to the IE Plugin

First we want to disable the Adobe Plugin in Internet Explorer  this will force the files to open in Adobe Reader (the directions are for IE 8 and 9 but 10 does this the same way pretty much.

  1.  Open Internet Explorer, and choose Tools > Manage Add-ons.
  2. Under Add-On Types, select Toolbars and Extensions.
  3. In the Show menu, select All Ad-ons.
  4. In the list of add-ons, select Adobe PDF Reader *Note: if you do not see the Adobe PDF Reader add-on, try the other options on the menu. For example, on some systems, the add-on appears when you select 'Run Without Permission.'
  5. Click the Enable or Disable button (it toggles depending on the status of the selected add-on). Enable sets the PDF Reader add-on to open PDFs in the browser, whereas disable turns off the add-on so that it doesn't open in the browser.

For more information, see the Internet Explorer help topic Using the Internet Explorer 8 Add-on Manager or How to manage add-ons in Internet Explorer 9.

*For Administrative User Only*

Sometimes licenses need to be cleared, particularly if you are receiving a message indicating you have exceeded your number of available messages.  Use this process to terminate sessions that have licenses that need to be freed up.  

Examples:  The scanning station’s ImageWise will not open and indicates that the number of licenses has been exceeded; A session that has been open for more than a day; A user who is not currently logged on etc.

Open the PaperWise Management Console from the PaperWise Server (either on the server itself or on Remote Desktop):

  • Click on Start
  • Select All Programs
  • Select PaperWise Suite (appropriate version)
  • Select Management Console

Navigate to the Licenses and click on Sessions:

  • Select the session to terminate, then click Delete
  • You will receive a confirmation dialogue box; answer as appropriate

 

Open the PaperWise Management Console on the Server. Naviage to the Volumes. Scroll to the volumes for the file cabinet that is generating the Volume Locked message. Right click on the first volume and select Properties.

If the volume properties indicate that the volume is locked by a particular ID/individual, then click the Unlock button to unlock the volume.

Repeat this on all volumes associated with the file cabinet that is generating the locked volume message

Users need full control over the following directories and their subdirectores:

C:\Program Files\PaperWise Suite V6

C:\Program Files\Common Files\PaperWise

%temp%

For 64 bit OS

C:\Program Files (x86)\PaperWise Suite V6

C:\Program Files (x86)\Common Files\PaperWise

%temp%

Users need Modify rights on C:\ProgramData\PaperWise, if it exists.

*Please note that this could be a hidden folder on some systems.

Users need full control to the PaperWise registry settings in order to change preference settings:

HKEY_LOCAL_MACHINE\SOFTWARE\PaperWise

For 64 bit OS

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\PaperWise

In the case of Terminal Server or Citrix Server Installs:

HKEY_CURRENT_USER\Software\PaperWise

Users need read/execute to:

C:\Windows

C:\Windows\System32

Grant users modify access to the following file:

C:\Windows\System32\PaperWise Port

Also, users will need access to:

C:\Windows\temp