Friday, 23 December 2011

Alchemy cannot display PDFs

[Alchemy]  When viewing a PDF document within Alchemy you receive the following message:

"Alchemy needs to install a plug-in to the installed version of Adobe Acrobat or Reader on your system.  Do you wish to proceed?"

Upon clicking Yes you then receive the following message:

"Alchemy needs to terminate Adobe Acrobat or Reader to continue the install.  Do you wish to proceed?"

Upon clicking Yes you then receive a blank message box.

Ensure that you are running the latest version/service pack as detailed here.  If you still receive this error then you need to clear the "Enable Protected Mode at Startup" option within Adobe Acrobat Reader's options.

Further information about this issue can be found in the Read Me document for Alchemy v8.3sp6 or at the following location:


Viewing PDF documents in Alchemy

[Alchemy]  In Alchemy 8.3 changes were made to the method for viewing PDF documents.  Alchemy no longer uses it's own internal plugin instead it leverages the power of Adobe Acrobat Reader.

For this reason it is important that any workstation which wishes to view PDF documents within Alchemy also has Adobe Acrobat Reader installed.

As of writing this post the current recommended versions for Alchemy and Adobe Acrobat Reader are:

Alchemy v8.3sp6
Adobe Acrobat Reader X (v10)


Alchemy Installations

[Alchemy]  When installing any Alchemy version and/or service pack all installation documentation and associated Read Me documents should be read prior to installation and followed to the letter.

This is important as these documents contain important information specific to the version you are installing including information on how to configure other software components which are required for Alchemy to perform as expected.


Determining which version of the Alchemy Client is installed

[Alchemy]  To determine the version and build of your Alchemy client, open Alchemy Administrator/Search, and click About on the Help menu.

The About Alchemy Administrator/Search dialog box displays your release and build number.

For Alchemy 8.3, the build references are as follows:

8.3.Build 100.43   - 8.3 Base
8.3.Build 200.31   - 8.3 SP1
8.3.Build 300.63   - 8.3 SP2
8.3.Build 400.105  - 8.3 SP3
8.3.Build 500.204  - 8.3 SP4
8.3 Build 600.213  - 8.3 SP5
8.3 Build 700.270  - 8.3 SP6 (supersedes 700.268)
A full list of Alchemy v8.x build numbers can be found at the following link:

64 Bit Windows OS Support - Alchemy

[Alchemy] 64 Bit support was introduced into Alchemy from V8.3 SP4.

When installing Alchemy on a Windows 7 / Server 2008 64 Bit machine it is important that you use the v8.3sp4 combined installation.  Installing v8.3 then updating to sp4 will NOT work as the v8.3 install is NOT 64 Bit compatible.

Once v8.3sp4 combined has been installed it is highly recommended that you upgrade to the latest service pack which is currently v8.3sp6.  ALL server and client components within your infrastructure will need upgrading to this latest version.


NOTE:- OpenText specify that all server and client components should be of the same build number and this is a requirement to obtain full support.

Thursday, 22 December 2011

MS Office 64 Bit compatibility with Formate

[Formate] Even when installed on a 64 Bit Windows OS, Formate is a 32 bit application and so can not interact with a 64 bit copy of MS Office. For a fuller explanation please see the Microsoft article;

This limits Formate when installed on the 64 Bit OS to sending emails via SMTP, and will prevent any interaction with MS Word or MS Excel, unless a 32 bit Version of MS Office is installed.

Note: in MS office 2010 installed version is available under File|Help


Wednesday, 14 December 2011

Using an Oracle Database with Inforouter

[Inforouter] If using Oracle 9i or higher as the back-end database of Inforouter, there must be an 11g Client with ODAC (Oracle data access components) installed on the Inforouter server. This provides dotnet connectivity to Oracle Databases, and the 11g Client will be backwards compatible with earlier Oracle database versions. (PCA)

An empty field is not nothing!

[Formate]  When checking an equality in Formate, a mapped input field with no text is not nothing, but a series of spaces equal to the lenght of the field, so checking to see if @Field = "" will never be true. If the input data field is 5 characters in lenght an empty field is actually equal to "     ". To resolve this you need to apply a trim, either the the field in its properties or in code and all is ok as the trim removes empty spaces, so trim(@Field) ="" can be true. (PCA)

Tuesday, 13 December 2011

Custom Property set lookups from databases

[Inforouter] When using a Database lookup with an Inforouter custom property set field, the custom property set field names which are to be filled from the database must have the same names as ther database fields, or an alias must be used to return data with a matching name, or if the same look up is required to populate two separate custom property fields.

With alias - will populate custom property field "TESTNAME" with data from Supplier_Name field in database. (example to populate a list box)

Select Supplier_Name "TESTNAME" from ATT_TradeSuppliers order by supplier_name

Without alias - will populate custom property field "Supplier_name" with data from Supplier_Name field in database.

Select Supplier_Name from ATT_TradeSuppliers order by supplier_name

An example to use an entered value to return the resutls of a search, into the Employee_num, department, and surname custom property fields based upon the forname entered into the forname custom property field.

SELECT Employee_num , department, surname, forname from Employees WHERE forname like '<%=VALUE%>%'

(PCA - with thanks to JN)

Friday, 9 December 2011

Printer Privileges - Formate Server Service

[Formate] Service Account running Formate Server Service requires "Manage Printer" rights to any printer to be used by Formate Server. Also aplies to logged in user if running Formate Server as an Application (pca)

Controlling the Formate Server Service - Permissions ( Windows 2008 )

[Formate] When attempting to control the Formate Server Service, (Start, stop or Install) from Formate Server Application or Configuration, the logged on user needs privileges to control services. This can be controlled by a group policy and may not be granted automatically on a given domain. See

If you not not have the required privileges you may get an error such as


Monday, 5 December 2011

Christmas 2011 - Closed 23rd December - Re-Opening 3rd January 2012

Christmas 2011 - Closed 23rd December - Re-Opening 3rd January 2012. 

The Document Genetics Support Department is closed from 23rd December, reopening on the 3rd January 2012. Please email any requests to, and your query will be dealt with in the order received upon our return (pca)

Happy Christmas

The Support Team

Wednesday, 23 November 2011

Inforouter requires 11g Oracle Client...

[Inforouter] When using Oracle as the database behind an instance of Inforouter, the Inforouter server requires that at least an 11g Oracle Client be installed. This client is compatible with earlier databases but is required for .dotnet 2.0 compatibility. (pca)

Tuesday, 8 November 2011

Inforouter Scan Station - Not removing documents from the input folder once uploaded.

[Inforouter - Scan Station] If documents processed through scan station do not delete from the input folder it is likely to be for one of two reasons;

1. Review the settings under the Options| Process Options. Set this to delete after processing if required, or
2. If the input folder is a network location check that the user has file delete permissions on the folder.


Extended ASCII Characters in Formate

[Formate] Formate can use and display any printable character in the extended Latin ASCII character set. That is any character with a decimal value of up to 255. Characters after ASCII 128 may not come from the HOST system, but will come from windows based systems. To utilise some characters or if the data is UTF-8 encoded a preprocess array may be required to convert the characters to the visible extended ASCII range. A good ASCII online character map can be found at;  (pca)

Tuesday, 1 November 2011

Inforouter HotFolders creating large IIS log files

[Inforouter] Inforouter Hot folders can contribute to large IIS Server Logs. These can be stored  either in the C:\inetpub\logs\LogFiles\W3SVC1 folder or in the Windows\System32\logfiles\W3SVC1 folder. Depending on the operating system, these are not cleared down and either need to be cleared manually, the logging for the inforouter website disabled, or the hotfolder structure kept clean without unnecessary empty folders (see below) 

Each time that the Inforouter Hotfolder monitor cycles a check is made for the existence of each folder (even if empty), and if logging is turned on, this will generate a log entry, so if many folders exist, each cycle will create many log entries. If Formate is installed, Formate pruning can be used to remove empty folders. (PCA)

Link to a thread with details of a windows commandline to cleardown the logs

Link to   technet article on switching off W3SVC logging in Windows 7/2008 etc (IIS 7)

Link to technet article on switching off W3SVC logging in Windows 2003 etc (IIS 6)

Connecting to Microsoft Access Databases with ACCDB Extension

[Formate] The Microsoft Access Database Component of Office 2007 and 2010  uses the ACCBD file extension for its database files. Many sites save the databases as .MDB files however if you wish to use an .ACCDB database you will need to download the relevant Microsoft Office System Driver from the URL below.

This will add a new data source driver to the database driver list when creating a new System DSN from Control Panel\Administrative Tools\Data Sources (ODBC). You can then create the required ADO string in the usual manner. (JH)

Monday, 24 October 2011

Formate not processing spool files (Date and Time)

[Formate] If you have spool files which are sitting in the input folder and have not been detected by the Formate Server, check to see whether the system date and time of the Formate server is prior to the date and time of the spool files.  If so, you will need to either wait for the date and time set on the files to arrive, or you need to modify the date and time of the spool files as Formate will not process files which were created in the 'future'.

If this is a common occurrence it is highly recommended that the system clocks of the relevant machines are synchronised and/or set correctly. (AT)

Formate v2.15.13 Resellers require new partner keys

[Reseller Info] Formate Resellers will require a new NFR License Key prior to the upgrade to v2.15.13.

If you wish to become a Formate Reseller please apply to our sales department. (PCA)

Flexicapture v10 R2 Released

[Abbyy Flexicapture] v10 R2 (fc10_800_8_build_10.0.1.928) is available to maintenance customers. (PCA)

Formate - Installing or updating on Windows 7 Pro Platform

[Formate] When updating or installing Formate on a Windows 7 Professional PC you will need to run the Formate 'Setup.exe' under an administrator account. Right click on the 'Setup.exe' program and select the 'Run as Administrator' option. If you do not run the program as administrator you will encounter errors when the program performs tasks such as stopping/starting the print spooler or writing to the registry.(JH)

64 Bit Windows OS Support - Formate 2.15.13

[Formate]  Maintenance Customers can download Formate 2.15.13. Whilst still a 32 bit Application, the install is now validated on the following Windows OS's Server 2003 & Server 2008 R2 for All components and Windows 7 64 bit for Formate Configuration. (PCA)

Monday, 3 October 2011

Welcome to the new tech support blog from Document Genetics Helpdesk

From time to time we will be posting tips, hints and other useful information about Formate, infoRouter and our other document management solutions.