We-Capture Troubleshooting

Is the Job Number Correct?

Check the Service is running

Is there an internet connection issue?

Client called to say they are taking the photos and sending but they are going to unsent batches and   showing as an incomplete upload. 

A message is appearing "The Server with the specified connection could not be found"  

A further message has appeared to say there are uploading issues.  

Check the log

Stored in C:\ProgramData\WeImporterService** is a Logs  Sub folder.  Open and select the folder with the current date, Open the text file.

**View hidden items

Path Incorrect

This will identify any problems. Ignore any of the errors saying "The Remote server returned an error"  This appears on each log, even those working correctly.

The photos are going to the C Drive

Check the order that appears in Web-UI Views on the Customer Account

Compare against the Custom Fields to ensure these are in the correct order.

If everything is set up correctly, change the path for the file that is going to the incorrect location.  In the image below it was a Product Image that was defaulting to the Customer Item file.

Not saving correctly

These images were not saving to the Job Number, but to a custom folder.

Log on to We-Capture and check the Custom Fields.  It was discovered that the custom fields had been setup without the Job Number under the Screens (the Green Box):

We also change the We Configuration on the server, to show the Custom Field Order to be 1.  This relates to the folder name.

The Client's App has a different screen

Client

 

Under the settings tab, the Web UI has not been activated.  If this is the case, the photos will use the path set in this screen - but System Enabled should be ticked.