Print, Task, and Email Queue Troubleshooting

If you are having problems with your print, task, or email queues, work through these steps before contacting your Greentree consultant as one of these may resolve the problem.

If the issue relates specifically to fax processing:

1. Stop and start the queue(s).
2. Stop and start the services.
3. Delete, then re-establish each of the queue(s).
4. Check the jadegt.ini file and ensure that the ServerApplication line relating to the ServiceStarter is setup correctly and references the login schema: ServerApplication=LoginSchema,ServiceStarter. .
5. If you are using custom schema, check with your Greentree consultant to ensure the developer has included all the queue methods that are necessary for the queues to run correctly.
6. Ensure that the services are set up so that the services for the database server and the application server logon as This account rather than a system account.
7. Check that the queues are set up correctly.

If you still experience issues after working through these steps, provide this information to your Greentree consultant:

1. The Jommsg.log - this is in the directory specified in the [JadeLog] section of the .ini file you are using. If a directory is not specified there, Greentree Desktop either creates a \Logs directory at the same level as the \Greentree and \bin directories, and store the files there, or it will place them in a \Temp directory.
2. Queue logging files - these provide additional information and are created when the Create log file option is selected for the processor using the maintenance form.
3. Take a screen capture of the queue that is in error.
4. Right-click the item in error in the queue, and select Error status. Capture an image of this error.
5. From the error information form in step 4 above, click Save as and enter a file name. This creates a call stack that you can use for further analysis.

• Fax Processing Troubleshooting
• Processing System Status and Setup