The Troubleshooting Guide provides structured diagnostic procedures for the most common issues encountered in OptimiDoc deployments. Each article follows a symptom-driven approach — identify the problem, check the likely causes, and apply the recommended fix.
In This Section
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Jobs that stay held on the server and do not print at the device — job states (Waiting / Shared / Processing), the stuck-Processing recovery task, retention deletion, quota denials, rule rejections and IPP job-owner failures. |
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SNMP timeouts and mismatches, unreachable devices, install/agent errors and connectivity problems between the server and multifunction printers. |
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Failures in scan-to-folder, scan-to-email and scan-to-cloud workflows — the delivery fallback chain, OCR timeouts, OAuth token expiry, oversized e-mails and template issues. |
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Card registration and conversion, unknown cards, PIN mismatches, MFP-panel login failures and directory synchronisation errors. |
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Slow queries, LocalDB limitations, command timeouts, connection-pool exhaustion, the sync-over-async deadlock signature, and index maintenance for large deployments. Includes a dedicated Slow Query Monitoring sub-article. |
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Multi-node clusters — master election, node heartbeats, new-node bootstrap and encryption-key exchange, IPP queue convergence, and device redirection for failover. |
General Troubleshooting Tips
Before diving into a specific article, gather the following information from the web console. The React UI is the primary admin interface — everything below is reached from the left-hand Diagnostics group unless stated otherwise.
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OptimiDoc version — each node's version is shown in the Version column of Diagnostics > Cluster Nodes; the Release Notes page lists what changed in each release.
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System logs — open Diagnostics > System Logs. Separate Web Logs and Service Logs tabs, a severity filter (default Warnings), a single-date picker, client-side text search with context lines, and a Download tab that exports the raw log files as a ZIP for a chosen date range. Filter by thread ID to follow a single request end to end.
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Audit trail — Diagnostics > Audit Log records administrative and system events (distinct from Reports > Activity Log, which records print/scan/copy operations).
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System health — the Dashboard shows an admin System Info panel (CPU, memory and disk for the current node, refreshed every 15 seconds); Diagnostics > Maintenance > Database Info shows the database server, name and size.
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Failed logins and unknown cards — Diagnostics > Unauthorised Accesses lists rejected authentication and spooler attempts.
Silent log = deadlock. If the web UI hangs and nothing appears in the logs, suspect a blocked request thread (sync-over-async), not a crash — background delivery keeps working while the UI stalls. See Database and Performance Issues.