DMS: User prompted to acquire CaptureNow token each time Capture is selected

Issue

When scanning a document in CaptureNow using the Capture function, no scanner token can be found, and a prompt occurs to acquire a new one. With continued scanner usage, all tokens are depleted, and no further scanning is possible.

Resolution

This issue occurs when the user account does not have the privileges to read the intkinfo.dat and in_hwfp files, which contain the information for existing tokens. When these files cannot be accessed, Perceptive Content requires a new token to be acquired each time a document is scanned. If Perceptive Content is unable to write to these files at the time of capturing the token, the issue will also occur.

To resolve this issue, do the following:

  1. Set permissions for users to allow read and write access to the [drive]:\ImageNow\etc folder. The exact location of the folder will vary by operating system. (This setting may be in more than one of these locations, so please be sure to show hidden files and folders and make the changes in both locations.)
    • Windows XP:
      • [drive]:\Documents and Settings\All Users\Application Data\ImageNow\etc
    • Windows 7 or higher:
      •  [drive]:\ProgramData\ImageNow\etc (The ProgramData folder is usually a hidden folder.)
      • [drive]:\Program Files\ImageNow6\etc
      • [drive]:\Program Files (x86)\ImageNow6\etc
    • For Perceptive Content with Windows 7 or higher:
      • [drive]:\ProgramData\ImageNow\etc
      • [drive]:\Program Files\ImageNow\etc
      • [drive]:\Program Files (x86)\ImageNow\etc
  2. Provide the machine name to the Hyland Perceptive Content (HPC) Administrator so that they can release all tokens pertaining to the problem machine. This MUST be done BEFORE step 4.
  3. Delete the intkinfo.dat file from the \ImageNow\etc folder located in step 1.
  4. Re-obtain the token by scanning a document.

Alternatively, running Perceptive Content (HPC) as an administrator (right-click, Run as administrator) will allow HPC to acquire a token during that session. After acquiring the token, it will update or create the intkinfo.dat file, which will resolve the issue. Following this, Subsequent sessions will not need to be run as an administrator.

On Windows 10, you will want to give All Application Packages & All Restricted Application Packages the Read, Write and Modify permissions on the etc folder, located at: C:\Program Files (x86)\ImageNow

 

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