DS311-L2-C1 Core Workbook - DocSTARsupport.docstar.com/portal/docstar/TechDVD/Docstar Versions... · The Core Technologies Technical Workbook is divided into seven major sections:

docSTAR v3eleven Core Technologies

Workbook Revision 5 01/13/11

docSTAR Core Technologies Workbook - v3eleven


Table of Contents

Introduction ..................................................................................................................... 1 Background ...............................................................................................................................1 How the Guide is Organized .....................................................................................................1 Intended Audience ....................................................................................................................1

Section 1: Software Architecture .................................................................................. 3 docSTAR Dataflow ........................................................................................................ 3

Dataflow Process ......................................................................................................................3 docSTAR Software Architecture.................................................................................... 4 docSTAR Modular Software Design.............................................................................. 8

docSTAR Filing & Retrieving System .......................................................................................9 docSTAR Administration & Initialization files............................................................... 11

docSTAR File Locations..........................................................................................................12 docSTAR File Movement............................................................................................. 13

Scanning or Importing using Print Import 5.0 (requires optional software).............................13 Importing Native Files (requires Native File Support core module or bundle) ........................13 docSTAR File Movement explained........................................................................................13

Section 2: Database Design......................................................................................... 20 docSTAR Database Design......................................................................................... 20 docSTAR Database Backup/Restore Process ............................................................ 22

The Backup Process...............................................................................................................22 The Restore Process ..............................................................................................................22

Section 3: Systems and Accessories ......................................................................... 37 docSTAR System offerings: ........................................................................................ 37

Basic Products ........................................................................................................................37 Bundled Products....................................................................................................................37 Legacy Products: ....................................................................................................................38

docSTAR Common Modules ....................................................................................... 38 docSTAR Advanced Modules...................................................................................... 40 docSTAR Turnkey Systems ........................................................................................ 43

Section 4: Implementation Guidelines........................................................................ 44 Implementation Planning ............................................................................................. 48 Network Considerations .............................................................................................. 48 Performance Considerations ....................................................................................... 48 Anti-Virus Considerations ............................................................................................ 49 Backup Considerations................................................................................................ 49 docSTAR Software Considerations ............................................................................. 49 Implementing Two-Tier Storage w/docSTAR ............................................................. 49

Section 5: Networking Guidelines............................................................................... 61 TCP/IP Networking Topics .......................................................................................... 61

Hosts and networks.................................................................................................................61 IP addressing ..........................................................................................................................61 DHCP ......................................................................................................................................62 How Does DHCP Work?.........................................................................................................62 Basic IP Routing......................................................................................................................63 The Subnet Mask ....................................................................................................................65 The Gateway...........................................................................................................................66 Name Resolution and docSTAR.............................................................................................66


DNS ........................................................................................................................................ 66 WINS....................................................................................................................................... 67 LMHOSTS .............................................................................................................................. 67 NAT - Network Address Translation ....................................................................................... 67 TCP/IP Troubleshooting Tools ............................................................................................... 70 Firewalls.................................................................................................................................. 73 Leased Lines .......................................................................................................................... 74 Storage Area Networks (SAN)................................................................................................ 76 Network Attached Storage (NAS)........................................................................................... 77 Wireless Networks (Wi-Fi) and docSTAR............................................................................... 77

Section 6: Technical Resources ..................................................................................82 docSTAR Technician Utilities.......................................................................................82

Using the WinSQL Utility ........................................................................................................ 90 docSTAR Service/Admin Mode .............................................................................................. 93 DSHOST.EXE......................................................................................................................... 95 DSCLSVC.EXE....................................................................................................................... 97 Windows Tools ....................................................................................................................... 98

docSTAR Support Portal..............................................................................................99 docSTAR Helpdesk Support ......................................................................................101

Section 7: Technical Community...............................................................................106 docSTAR Website Forums ........................................................................................106 Tech Talk Conference Calls.......................................................................................106

Section 8: Preventative Maintenance Guidelines.....................................................111 Preventative Maintenance Schedules........................................................................111

Appendix A: Sample DSHOST.INI File.......................................................................117 Appendix B: Sample SHARED.INI File ......................................................................118 Appendix C: Sample DOCSTAR.INI File....................................................................119 Appendix D: Sample [COMPUTER NAME]-HOST.TXT File......................................121 Appendix E: Sample [COMPUTER NAME].TXT File .................................................122 Appendix F: Sample DBCHECK.LOG File.................................................................123 Appendix G: Sample 30/60/90 Day Plan....................................................................126 Appendix H: Connectivity Survey......................................Error! Bookmark not defined.

Appendix I: Connectivity Survey Answer Explanation....Error! Bookmark not defined.

Appendix J: Sample Integration Survey ...................................................................135 Appendix K: Sample Installation Checklist ..............................................................137 Appendix L: Sample Maintenance Agreement .........................................................139 Appendix M: Sample Release Notes .........................................................................141

docSTAR Core Technologies Workbook - v3eleven Page 1

Introduction Welcome to the Core Technologies Technical Workbook for docSTAR 3eleven - a software application suite that enables the capture, filing and retrieval of documents in an easy-to-use and highly customizable solution.

The purpose of this guide is to provide you with the technical details about docSTAR architecture, function, tools, troubleshooting processes, and support resources available.

Background docSTAR solutions (either software alone, or turnkey (hardware/software combinations) are used to enable a wide variety of industries to quickly and efficiently convert key documents and other image-based data into a library of stored files.

docSTAR solutions use sophisticated database management software and search capabilities to streamline the process of quickly identifying and retrieving the stored files. For example, users can define templates to assure that key information is tagged during scanning or filing to maximize the ability to easily retrieve the right document when it is needed.

How the Guide is Organized The Core Technologies Technical Workbook is divided into seven major sections:

Section 1: Software Architecture

Section 2: Database Design

Section 3: Systems & Accessories

Section 4: Implementation Guidelines

Section 5: Networking Guidelines

Section 6: Technical Resources (Local, Online, and Phone)

Section 7: Technical Community (Tech Forum & Tech Talk Conference Calls)

Section 8: Preventative Maintenance Guidelines

Intended Audience This study guide has been developed for use by service technicians to assist them in their education in conjunction with successfully obtaining a v3.x Core Technologies Certification and becoming a certified docSTAR Certified Technician (DCT).

Upon completion of the material in this Core Technologies Technical Workbook you will be able to install, maintain, troubleshoot, and repair docSTAR solutions.

Once you have completed the Core Technologies Course, you will be required to complete a certification exam to obtain a docSTAR Certified Technician (DCT) designation.

Page 2 docSTAR Core Technologies Workbook - v3eleven


Section 1: Software Architecture

This section will discuss the flow of data and software design of docSTAR software. docSTAR Dataflow To understand how docSTAR software operates it is important to understand how data moves throughout the system. Below is a diagram that shows the data flow process on a docSTAR Turnkey system.

Dataflow Process

The document is scanned/imported and a digital file is created/transferred. The digital file is temporarily stored on the Two-Tier RAID1 Array (C:\, System

Partition) (if RAID1 is installed) or the System Hard Drive temporarily. After docSTAR has processed the document, it is archived permanently

to the Two-Tier RAID1 Array (D:\, Data Partition) (if RAID1 is installed) and the DVD-RAM Archive Volume.

In step , the document is scanned or imported and a digital file is created/transferred.

If the document is scanned, then the digital image file will be in one of two formats, either TIFF (.tif) or JPEG (.jpg). Both TIFF (Tagged Image File Format) and JPEG (Joint Photographic Experts Group) files are compressed image file formats that allow you to store the digital image file using the least amount of space possible, this maximizes the number of documents that can be stored on the storage media. TIFF is used when the digital image file is black and white (bi-tonal) and JPEG is used when the digital image file is color or gray-scale (not available on all scanners). If the document is imported using docSTAR Print Import 5.0 a digital image file will be created to represent the document. If the document is imported using Native File Format Import (requires Native File Support core module) it will be stored in its native file format (.doc, .xls, .ppt, etc.).

In step , the digital file is stored temporarily on the Two-Tier RAID1 Array (C:\, System Partition) (if RAID1 is installed) or System Hard Drive, where it may be read using OCR


and/or annotated. When the image file is read using OCR and the Zone Destination is set to ‘Add to Document Text’ in the Template, an associated ASCII text file (.txt) of the same name is created. Also, if the image file is annotated, the image file itself is not altered; instead, an annotation file (.art) is created as well.

In step , once docSTAR has processed the document, the digital file and all associated files are archived to both the Two-Tier RAID1 Array (D:\, Data Partition) (if RAID1 is installed) and the DVD-RAM Archive Volume.

docSTAR Software Architecture The architecture of docSTAR software is modular; meaning it relies on many different executable files (.exe), custom controls (.ocx), and dynamic link libraries (.dll), just to mention a few. This is the main reason why we recommend that no other non-docSTAR authorized software be installed on a docSTAR system if at all possible. Below is a diagram that shows the core components and their function within docSTAR Software. It is the conceptual design of the docSTAR 3ten Client-Server software, client connectivity.

InternetInternetInternet

docSTAR Client Service

(DSClientService.exe)Or

(DSClsvc.exe) (Thick Client)

docSTAR Client Application

(DSClient.exe)

docSTAR Web

Browser Interface

(Thin Client)

docSTAR Web

Browser Interface

(Thin Client)


(DSClient.exe)


(DSClientService.exe)Or

(DSClsvc.exe)(Thick Client)

docSTAR WebView/IA/Webworks Modules

LAN

LAN

docSTAR NetConnect

Module

LAN

MS SQL Server

Database

Image Data Storage Area

MS Internet Information

Services (IIS)


(DSClient.exe)


(DSClientService.exe) or

(DSClsvc.exe)

docSTAR Host Service

(DSHostsv.exe) or (DSHost.exe)

docSTAR Imaging Service (ImagingService

Host.exe)

docSTAR Administration

Application (DSAdmin.exe)

docSTAR Host System


Major Component Function MS SQL Server 2008 R2 DB Engine

Microsoft Client-Server Database Engine protects the document meta data (document properties and index data) database from possible sources of corruption by not allowing clients to share or ‘get into’ the database. Client requests are submitted to the Database Engine, they are processed and data is sent back to the client.

Document Data Storage Area

Primary Document Data Storage Area is either RAID (if installed) or DVD-RAM Drive. In Two-Tier configuration, documents are stored to both simultaneously when filed.

docSTAR Host Service Application

Performs all docSTAR Host Functions (every 2 minutes), such as: • Indexing • Filing (Archiving) • Importing • Alert Processing • Automated Backup (once nightly)

DSHostsv.exe- Windows docSTAR Host Service (runs in background). DSHost.exe- GUI (Graphical User Interface) version of Host Service program visible in the system tray (star icon) when minimized. Used for troubleshooting purposes.

docSTAR Client Service Application

Processes documents submitted for scheduled ADP processing from a scan station and local auto-importing. DSClientService.exe- Windows docSTAR Client Service (runs in background) that launches DSClsvc.exe service application so that client service can run even if a user is not logged into windows. DSClsvc.exe- When launched by DSClientService.exe, there is no visible user interface. When launched by a user, a GUI (Graphical User Interface) version of Client Service program is run. The GUI version is typically used for troubleshooting purposes.


docSTAR Imaging Service

Processes requests for thumbnails and document previews from docSTAR client.

docSTAR Administration Application

DSAdmin.exe – Administration program to setup, maintain, and exchange documents between docSTAR Host Systems. Note: The Administration program only runs on the docSTAR Host System.


DSClient.exe – The docSTAR User Interface for clients to scan, retrieve, view, file, print, e-mail, fax and export.

docSTAR NetConnect Module

Optional Add-On Module, requires a docSTAR host system with a Windows Server operating system. Allows a docSTAR Host System to work with Microsoft Internet Information Services to provide connectivity to Internet docSTAR Clients (that have docSTAR Client software installed on their machine).


docSTAR WebView Module

Optional Add-On Module, requires a docSTAR host system with a Windows Server operating system. Allows a docSTAR Host System to work with Microsoft Internet Information Services to provide view-only connectivity to Internet docSTAR Clients (that view documents through a browser window, no docSTAR software needs to be loaded). Well suited toward public access applications.

docSTAR WebWorks Module

WebWorks provides the ability to search for and view documents contained within the docSTAR system. In addition, WebWorks also allows for viewing of Inbox documents, updating document data, and acquiring (scanning and importing) new documents.


docSTAR Modular Software Design

docSTAR Module Function

1. Operating System (MS Windows XP/Vista/7/Server 2003/ Server 2008 R1/Server 2008 R2)

The Operating System establishes basic communication with the CPU, peripherals, and the network. Can be MS Windows XP/Vista/7/Server 2003/Server 2008 R1/Server 2008 R2. Can also be installed in either 32-bit or 64-bit.

2. Pixel Translations ISIS Driver

The ISIS (Image & Scanner Interface Specification) driver is used to scan image files directly using docSTAR (Scanner Manufacturer provides driver for each model, note that not all scanners include an ISIS driver and it must be determined beforehand whether or not a 32-bit vs 64-bit ISIS driver is available depending on the Operating system installation being used).


3. Accusoft Image Gear 16

Toolkit The Accusoft Image Gear 16 Toolkit is used during the ‘Fix‘ process, to enhance the image file (despeckle, deskew, etc.). It is also used to view, print, and annotate image documents. Note: Native File Module uses Oracle Stellent Outside-In Viewer for viewing Native Files within docSTAR.

4. Nuance OminiPage 16 SDK OCR Engine

The Nuance OminiPage 16 SDK OCR (Optical Character Recognition) Engine Toolkit is used during the ‘OCR’ process to extract ASCII text from the image file for indexing purposes.

5. dtSearch Full Text Index Toolkit

The dtSearch Full Text Index toolkit is used in conjunction with the MS SQL Server 2008 R2 Client-Server Database Engine to produce the Filing & Indexing System.

6. MS SQL Server 2008 R2 Database Engine

The docSTAR UX (User Experience) w/MS SQL Server Client-Server Database Engine make up the core of docSTAR software. Most actions that take place in docSTAR software are due to the docSTAR UX and the SQL Server Database Engine.

7. ZetaFax 2010 Comms Engine Fax Server Software

Used for sending/receiving faxes out of/into docSTAR.

8. Optional docSTAR Software

Allows the customer to add more functionality to their docSTAR system as needed or desired.

docSTAR Filing & Retrieving System To understand the docSTAR system of filing and retrieving, it is important to define filing and retrieving. In a docSTAR system filing is the process of storing unique information about a document in such a way that it will facilitate quick retrieval of the same document at a later date. Retrieving is the process of using unique document information to find a document that was filed on an earlier date. The docSTAR system of filing and retrieving is a two-part system. The first part is the core of a docSTAR system: the docSTAR database. The docSTAR Database is one of the databases found in the MS SQL Server 2008 R2 Database Engine. DOCSTAR_DATA.MDF is the actual filename of the docSTAR Database. DOCSTAR_DATA.MDF can be found in the database folder C:\Program Files\Microsoft SQL Server\MSSQL\DATA (or C:\MSSQL7\DATA if this system had been upgraded from prior versions of docSTAR). The second part is the Full-Text Index, DtSearch Index. A number of files make up the Full-Text Index, they are all in the MAINIDX folder (C:\DOCSTAR\DATABASE\MAINIDX). Note: Do not move any of the MS SQL Server 2008 R2 Database files. Doing so may corrupt the database. Follow proper procedures for backing up and restoring the database. What is a Database? A database is a collection of information related to a particular subject or purpose, such as tracking stored documents. A database may contain one or more tables. A table is a collection of data about a specific topic. Tables organize data into columns (fields) and rows (records). Fields are part of the structure of a table; while records are the actual


data that fills in the fields along the row. Using a separate table for each topic allows you to store that data once but reference it many times from other tables within the database. Each table has its own index or indices. An index is a database feature that speeds up searching and sorting in a table. However, this is not to be confused with the dtSearch Index Full Text Index, which is not inside the database. Each table may have a primary key. A primary key is one or more fields in a table, which uniquely identify each record in a table. The primary key of a table is automatically indexed. Fields whose data type is Memo, Hyperlink, or OLE can’t be indexed. What is the dtSearch Index Full-Text Index? The dtSearch Index Full-Text Index is basically an alpha-numeric listing of words, built from the document title, keywords, custom fields (if selected as ‘Include in Document Text’ in the Template), and OCR generated text (if the destination of the OCR text was set as ‘Add to Document Text’ in the template), that were found in the documents that have been scanned and filed in a docSTAR. These words have a pointer associated with them. The pointer is actually the document number (DOCID) that these words were seen in. The pointer allows the search engine to very quickly locate documents that contain these words in the docSTAR database without performing a database search, which can be very lengthy as the database grows in size. The index or indices for each table in the database, which was described earlier in the database section, should not be confused with the Full-Text Index used in docSTAR. The Full-Text Index (dtSearch Index) used in docSTAR is not found inside the database. The Full-Text Index is located in the C:\DOCSTAR\DATABASE\MAINIDX directory and is comprised of a number of files. There is no utility to view or edit the Full-Text Index. The relationship between the database and the full-text index can be seen below.


docSTAR Administration & Initialization files

docSTAR Administration Program (DSAdmin.exe) The docSTAR administration program is used to set up, maintain, and exchange documents between docSTAR Host Systems.

The Administration Program (only runs on the docSTAR Host System) options directly access the database, access the Hardware Key, allow you to start/stop the docSTAR Host Service (Win 2000 Systems) and represent data that is found in the docSTAR Host Initialization files DSHost.ini (C:\WINDOWS or C:\WINNT) and Shared.ini (C:\DOCSTAR\DATABASE directory). This means that if you see any unusual settings or missing information, you may have a corrupted or missing DSHost.ini or Shared.ini file. You may view sample DSHost.ini and Shared.ini files and compare them to the docSTAR Administration window. See Appendix A & Appendix B. In addition to DSHost.ini and Shared.ini, the docSTAR Client Initialization file docSTAR.ini (C:\WINDOWS or C:\WINNT) stores the station settings and User Preferences. See Appendix C.


docSTAR File Locations The following general file location list should give you a good idea of the locations of some common files and programs in the docSTAR system. C:\DOCSTAR -DISKDUPE.EXE (Disk Duplication Software) | DOCSTAR.INI (docSTAR Station Settings and User Preferences), | DSADMIN.EXE (docSTAR Administration Application) | DSCLIENT.EXE (docSTAR Client Application) | DSCLIENTSERVICE.EXE (docSTAR Client Service Application) | DSCLSV.EXE (docSTAR Client Service Application) | DSCLSVC.EXE (docSTAR Client Service Desktop Application) | DSHOST.EXE (docSTAR Host Service Desktop Application) | DSHOST.INI (docSTAR Host Service Initialization file) | DSHOSTSV.EXE (docSTAR Host Service Application) | FAXCOVER.TIF (docSTAR Fax Cover Page) | FAXMGR.EXE (Fax Manager Application) | FAXSERVE.EXE (Fax Server Application) | IMAGINGHOSTSERVICE.EXE (docSTAR Imaging Svc Application) | UNWISE.EXE (docSTAR Uninstall Program) | |_ \CONTROL- Default dtSearch Index files (To Initialize the Full-Text Index) | |_ \DATABASE - SHARED.INI (docSTAR Host System Settings) | | | |_ \ERRORLOG - [COMPUTER NAME]-HOST.TXT (Host Error Log) | | [COMPUTER NAME].TXT (Client Error Log) | | | |_ \MAINIDX - Current dtSearch Index files (Current Full Text Index) | | | |_ \SETUP - docSTAR Setup files | |_ \DRAGDROP - (Temporary storage of files dragged & dropped for import) | |_ \FAVORITES - (Storage of favorite link .XML files) | |_ \INBOX - ****** (See docSTAR File Movement section) | |_ \OFFICE - (Temporary storage of files imported from MS Office plugin) | |_ \SCAN - Temporary Scanning Directory (files are then transferred to Inbox | directory) |_ \SCANBATCH – Temporary Scanning Directory for ADP queue documents | |_ \TECHDISK - DSTECHUTIL.EXE (docSTAR Technician Utility Console)

The rest of the programs listed below can be accessed from the DSTECHUTIL.EXE console application (as well as other utilities).

ANTCONV.EXE (v3eleven Annotation Conversion Utility) ANTRECOVER.EXE (v3eleven Annotation Recovery Utility) CLICONFG.EXE (MSDE Client Configuration Application) CONCHECK.EXE (Network Communication Check Utility) DSINDEXCHECK.EXE (docSTAR Index Checking Utility) DSNETINF.EXE (docSTAR Network Client Test Utility) SVRNETCN.EXE (MSDE Server Configuration Application)

WINSQL.EXE (MSDE Database SQL Query Utility)


C:\Program Files\Microsoft SQL Server\MSSQL | DO NOT MOVE ANY OF THE FILES IN THIS DIRECTORY |_ \DATA - DOCSTAR_DATA.MDF (docSTAR Database) DOCSTAR_LOG.LDF (Log file for docSTAR Database) MASTER.MDF (MS SQL MASTER database) MODEL.MDF (MS SQL Supporting database) MSDBDATA.MDF (MS SQL Supporting database) C:\WINDOWS - | |____ \PIXTRAN - Current Scanner’s ISIS Driver files (.pxw files are 16-bit and .pxn files are 32-bit) Note: The docSTAR error log files are usually the best place to find information about errors that have been or are occurring on a docSTAR System or its client stations. As shown above these error log files can be found in the C:\DOCSTAR\DATABASE\ERRORLOG directory. There is one Host error log file [docSTAR HOST COMPUTER NAME]-HOST.TXT, see Appendix D for a sample file. There is also an error log file for each client station, including the Host, [COMPUTER NAME].TXT, see Appendix E, for a sample file. docSTAR File Movement Scanning or Importing using Print Import 5.0 (requires optional software) When scanning or importing (using Print Import 5.0) documents, docSTAR creates digital image files (.tif, .jpg, or .pdf) for every page scanned or document imported. The digital image files are created on the hard drive first, then text (.txt) and annotation (.art) files may be created afterwards (as a result of OCR processing in templates or annotations). Importing Native Files (requires Native File Support core module or bundle) When importing files using the Native File import option, docSTAR imports Native Files (except .tif, .jpg, .dcx, .pcx, .bmp which are treated as image files and kept/converted as .tif or .jpg as determined by Administration program ‘File Types’ option) and stores them in their native file format. The native files are created on the hard drive first, along with a .dst (docSTAR tag-includes AuthentiDate tag) and a text (.txn) file is created (will contain text of the native file as a result of the OCR/Text Extraction processing in templates). Only image files and .pdf’s may be annotated creating an additional annotation (.art) file. docSTAR File Movement explained Every document that is created in docSTAR is numbered using a unique sequential number. In docSTAR, that sequential number is called the DOCID. The DOCID is a field (ldocid_) in the Document table (tblDocument) of the docSTAR database. Even if

Note: On systems that were upgraded from a previous version of docSTAR,

these files will all be located in the C:\MSSQL7\Data directory.


the document is deleted, the DOCID will not be used again. The last 2 digits of the DOCID will determine which numbered directory the document will be stored in. docSTAR only uses numbered directories from 0-99 for storage. It will re-use directories once it reaches the 99th directory. Every image file (.tif for b&w .jpg for color and grayscale) created in the system is named using a unique sequential number of the format xxxxxxxx.yyy. Every native file created in the system is named also using a unique sequential number of the format Nx.y. This means that every document scanned/imported has its own unique sequentially numbered file name. Even if a document is deleted, the names will not be used again. When an image template zone uses OCR, with Destination set to ‘Add to Document Text’, a text file (.txt) file is created for each page (individual image file) that used that zone. When an image document is annotated, an annotation file (.art) is created for each page that was annotated. When a native template zone uses OCR/Text Extraction, with Destination set to ‘Add to Document Text’, a text file (.txn) is populated with the extracted text of the document. When a .pdf is annotated, an annotation file (.art) is created for each page that was annotated. The image/native files and every associated file (.txt, .txn , .dst, and .art) all move together from that point forward. When filing a document permanently all associated files will move to the permanent storage location. If using Two-Tier storage, then the files will be moved to both the RAID device (for retrievals) AND the DVD-RAM/R device (for off-site storage). If no Two-Tier device is present, then the files will be moved to the DVD-RAM/R device only (for both retrieval and duplicates must be made for off-site storage). Read the questions below and try to answer them on the following diagram, use a pencil or write very lightly, then read on.

1. What will happen when you scan the 100th document (a 2 page color document)?

2. What will happen if you run a template that includes OCR with the destination set to ‘Add to Document Text’ for documents #2 and #99?

3. What will happen if you annotate page 2 of document #2 and page 2 of

document #99?

4. What will happen if you import the 101st document, a 7 page PDF document?

5. What will happen if you run a template that includes ‘OCR/Text Extract’ with the destination set to ‘Add to Document Text’ for document #101?

6. What will happen if you file documents #2, #99, and #101 permanently?


DOCID is a field in the Document table of the docSTAR Database

(If Two-Tier Storage is used, otherwise E:\ARCHIVE becomes D:\ARCHIVE)

DOCID C:\DOCSTAR\INBOX D:\DOCS\VOLUME_0.001\ARCHIVE E:\ARCHIVE | | | |______ \00000000 | | | | | | | | | | | | | | | | | |______ \00000001 | | #1 | 00000001.TIF | | (2 page b&w) | | | | | | | 00000002.TIF | | | | | | | | | | | |______ \00000002 | | #2 | 00000003.JPG | | (3 page color) | | | | | | | 00000004.JPG | | | | | | | | | 00000005.JPG | | . . . . . . . . . | | | |______ \00000097 | | #97 | 00000120.TIF | | (1 page b&w) | | | | | | | | | | | | |______ \00000098 | | #98 | 00000121.JPG | | (1 page color) | | | | | | | | | | | | | | | |______ \00000099 | | #99 00000122.TIF (2 page b&w) 00000123.TIF


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Section 2: Database Design

This section will discuss the design of the docSTAR database. docSTAR Database Design docSTAR v3eleven uses the Microsoft SQL Server 2005 database system. MS SQL Server 2008 R2 is a client-server database management system. Client-server database engines manage read-write operations to the database. This means that all clients making requests of the database submit their request to the client-server database engine, the database engine processes the request and responds with the requested data or an acknowledgement. The requests and responses that are communicated back and forth between the clients and the server are sent via ADO/OLEDB calls. ADO/OLEDB is a universal data access layer that allows any ADO/OLEDB client to communicate with any ADO/OLEDB Database Management System (DBMS). To communicate with an ADO/OLEDB DBMS a client computer must have the ADO/OLEDB drivers installed on it first. There are two types of tables in docSTAR, Storage tables and Queue tables. Below is a listing, by table type, of each of the major tables and their function in docSTAR. There are additional tables associated with more advanced features and optional modules. Storage Tables (Tables which store information indefinitely) tblAUDIT Stores audit trail logs. tblCLASS Stores information about security classifications. tblCFD_[NAME] Stores specific custom field data for each document, a

tblCFD_[NAME] table will be created for each new custom field created.

tblCUSTOMFIELD Stores settings for each custom field. tblCUSTOMPROCESS tblDOCUMENT Stores information about documents. The fields of this table are

visible in the ‘Document Fields’ section of the Retrieve window (Fields with an underscore are only visible in ‘docSTAR Service Mode’).

tblHIERARCHY Stores information about the folder structure hierarchy found in the ‘Browse’ window.

tblKEYWORDS Stores the keywords for documents. tblLICVOLUME Stores scanning/importing volume information for page statistics. tblMESSAGE Stores predefined messages uses with broadcast and startup

messages. tblMISCDATA Stores version history and entries in the event log. tblORIGIN Stores information about the different docSTAR host sources of

imported documents. tblPAGE Stores information about the individual pages of a document. tblPAGEFIX Stores template page fixing settings. tblPHONE Stores the fax address book. tblRIGHTS Stores information about rights for each user in each security

classification. tblSCANSETTING Stores template scanner settings. tblSTATIONS Stores information about stations that have logged into this

docSTAR. tblTEMPLATE Stores template settings. tblTEMPLATEFIELD Stores template relationship information for custom fields.


tblUSER Stores information about the different user ids known to this docSTAR.

tblUSERFILEPREFS Stores user filing preferences. tblUSERRETRIEVEPREFS Stores user retrieval preferences. tblUSERSCANPREFS Stores user scanning preferences. tblUSERSENDTOPREFS Stores user send to preferences (printing, faxing, etc.) tblVOLUME Stores information about the different archive volumes known to

this docSTAR. tblZONE Stores zone settings for templates. Queue/Temporary Tables (Tables which act as a queue or provide temporary data) tblALERTS Acts as a queue for processing Alerts. tblBROADCAST Acts as a queue for processing ‘Client Activity’ message

broadcasts and other actions. tblCOMPLETE Acts as a queue for the deferred archiving of documents*. tblDIRTYTAGS Acts as a queue for archived documents, which require updates to

the title, keywords, security class, and page rotation tags. tblINBOX Acts as a queue for documents to be processed* which were

scanned as ‘file later’ or rejected by automatic filing due to the maximum uncertainty rate.

tblNDEX Acts as a queue for the deferred filing of documents*. tblLOCKS Acts as a document safeguard. Prevents mishandling of

documents. tblPOSTSCAN Acts as a queue for the processing of documents submitted to the

Automated Document Preparation (ADP) Queue. tblREVIEW Acts as a queue for documents to be reviewed before being

archived*, dependent on settings in the administration program. tblUNCERTAIN Acts as a temporary storage space for uncertainties found in a

document that may be reviewed before being completed from the review box.

tblUCRxxxxxxxx Acts as a quick reference for user rights to a particular class. tblUNINDEX Acts as a queue for the removal of index information from the Full-

Text Index. The docSTAR provided software tool WINSQL.EXE (in the C:\DOCSTAR\TECHDISK directory) allows you to view the database structure and data within it by selecting the ‘Catalog’ feature. WINSQL.EXE also allows you to run SQL Statements on the database to modify data in the database (when necessary to correct an issue). It is recommended that if you are not comfortable with database manipulation and the precautions necessary that all repairs requiring database manipulation be done while docSTAR Tech Support is assisting you via telephone.


docSTAR Database Backup/Restore Process The Backup Process Every night at 2:01 AM docSTAR backs up the docSTAR Database (DOCSTAR_DATA.MDF) the MSDE/SQL databases (MASTER.MDF, MODEL.MDF, MSDBDATA.MDF), the Full Text Index (MAINIDX folder), the docSTAR Station settings file (DOCSTAR.INI), the docSTAR Host Service Initialization file (DSHOST.INI), and the Host/System settings file (SHARED.INI). The docSTAR Host Service must be running for the backup to take place. If docSTAR was not able to perform the backup at the proper time, then it will perform the backup the next time the docSTAR Host Service is started. By default, docSTAR maintains 2 (this can be modified in the administration program) backup sets on the Archive (DVD-RAM) Media. The 2 backups are for the 2 consecutive nights prior to the present time. After 2 backups have been completed the following directories and files will be seen on the Archive (DVD-RAM) Media. E:\ BACKUP (D:\BACKUP if Two-Tier Storage is not used) | DOCSTAR1.BAK (1st backup of docSTAR database) | DOCSTAR2.BAK (2nd backup of docSTAR database) | DOCSTAR.INI (Backup of docSTAR Station settings) | DSHOST.INI (Backup of docSTAR Host Service Initialization file) | MASTER1.BAK, MODEL1.BAK, MSDB1.BAK (1st backup of MSDE/SQL databases) | MASTER2.BAK, MODEL2.BAK, MSDB2.BAK (2nd backup of MSDE/SQL databases) | SHARED1.BAK (1st backup of Host/System settings file) | SHARED2.BAK (2nd backup of Host/System settings file) | |____ \MAINIDX1 (1st backup of Full Text Index) |____ \MAINIDX2 (2nd backup of Full Text Index) Backing up the docSTAR database manually You will not be able to backup any of the MS SQL or docSTAR databases by simply copying the files from the C:\MSSQL7\DATA directory. You must use the backup procedure in the docSTAR Administration program to perform a manual backup. The Restore Process There are several ways to restore database information, as well as image data, to a docSTAR system. The following three methods can be used under the given circumstances. Database Restore Method 1: Restores the MSDB, MODEL, and DOCSTAR databases to a running MSDE/SQL Server Instance. Use this method to restore the DOCSTAR database to an existing system if the system is running but the DOCSTAR database is not functioning.

1. From the docSTAR Administration Program, left-click the ‘Backup/Restore’ button. From the Backup/Restore window left-click ‘Restore.’ This will restore the last backup of the MSDB, MODEL, and DOCSTAR databases.

Database Restore Method 2: Restores the DOCSTAR database to a blank MSDE/SQL Server instance. Use this method to restore the DOCSTAR database backup file (DOCSTAR.BAK) to a new system or upgrade system. You can also use this method to completely restore a non-functioning MSDE/SQL Server instance or an instance of MSDE/SQL Server that will not restore by method 1. You will have to completely uninstall MSDE/SQL Server, manually delete the C:\MSSQL7 and the \DATA folder where MASTER.MDF is located, if it is not in the C:\MSSQL7\DATA folder. You can use Windows Explorer to search for the location of MASTER.MDF.


Please Note: Be sure that you have a valid backup of the DOCSTAR database (DOCSTAR.BAK) before you delete the C:\MSSQL7 folder. Otherwise, it is possible to take an existing DOCSTAR_DATA.MDF file and DOCSTAR_LOG.LDF file to restore the docSTAR database, see ‘Database Restore Method 3’.

1. Once the new/re-installed instance of MSDE/SQL Server and docSTAR are running (all databases are empty at this time), close all open programs and stop the DOCSTAR Host Service from the Administration Program. Note: Do not stop the MSDE/SQL Server Service.

2. Launch WinSQL.EXE from the C:\DOCSTAR\TECHDISK directory. Login as ‘sa’ with the appropriate password (either blank or ‘spudspud’).

3. Enter the SQL Statement below to change the database context to MASTER and drop the current (empty) DOCSTAR database. Press the green arrow to run the statement.


The text above reads: USE MASTER DROP DATABASE DOCSTAR

The following result will be displayed.

4. Enter and run the SQL Statement below to restore the DOCSTAR database from the backup media. Note: Modify the statement below to reflect the proper drive letter and most current backup file.


The text above reads: RESTORE DATABASE DOCSTAR FROM DISK=’E:\BACKUP\DOCSTAR2.BAK’


5. Enter and run the SQL statement below to change the database context back to DOCSTAR.


The text above reads: USE DOCSTAR


6. Enter and run the SQL statement below to correct the ‘dsuser’ account.

The text above reads: sp_change_users_login ‘Update_one’, ‘dsuser’, ‘dsuser’


The following result may be displayed. The number of orphaned users fixed may also be 0 or it may not even display a number and just indicate that the command completed successfully.

7. The DOCSTAR database should now be restored. Please remember to also restore the corresponding MAINIDX folder, SHARED.INI, DOCSTAR.INI, DSHOST.INI, and image files to the appropriate locations (if necessary). Note: If you are restoring to a newer version of DOCSTAR, you will have to re-run the docSTAR setup program to make necessary adjustments to the database and INI files.

Database Restore Method 3: Restores the DOCSTAR database to a blank MSDE/SQL Server instance. Use this method to restore the DOCSTAR database to a new system or upgrade system when there is not a valid backup of the docSTAR database file (DOCSTAR.BAK) but there is a copy of the original database file (DOCSTAR_DATA.MDF) and database log file (DOCSTAR_LOG.LDF). You can also use this method to completely restore a non-functioning MSDE/SQL Server instance or an instance of MSDE/SQL Server that will not restore by method 1 or 2. You will have to completely uninstall MSDE/SQL Server, manually delete the C:\MSSQL7 and the \DATA folder where MASTER.MDF is located, if it is not in the C:\MSSQL7\DATA folder. You can use Windows Explorer to search for the location of MASTER.MDF. Please Note: Be sure that you have a valid DOCSTAR database file (DOCSTAR_DATA.MDF) and a valid matching log file (DOCSTAR_LOG.LDF) before you delete the C:\MSSQL7 folder.

1. Once the new/re-installed instance of MSDE/SQL Server and docSTAR are running (all databases are empty at this time), close all open programs and stop the DOCSTAR Host Service from the Administration Program. Note: Do not stop the MSDE/SQL Server Service.

2. Launch WinSQL.EXE from the C:\DOCSTAR\TECHDISK directory. Login as ‘sa’ with the appropriate password (either blank or ‘spudspud’).


3. Enter the SQL Statement below to change the database context to MASTER and drop the current (empty) DOCSTAR database. Press the green arrow to run the statement.

The text above reads: USE MASTER

DROP DATABASE DOCSTAR



4. Enter and run the SQL Statement below to restore the DOCSTAR_DATA.MDF file. Note: Be sure to place the DOCSTAR_DATA.MDF AND the DOCSTAR_LOG.LDF files in the C:\MSSQL7\DATA directory.

The text above reads: USE MASTER CREATE DATABASE DOCSTAR ON PRIMARY (FILENAME=’C:\MSSQL7\DATA\DOCSTAR_DATA.MDF’) FOR ATTACH



5. Enter and run the SQL statement below to change the database context back to DOCSTAR.


The text above reads: USE DOCSTAR


6. Enter and run the SQL statement below to correct the ‘dsuser’ account.

The text above reads: sp_change_users_login ‘Update_one’, ‘dsuser’, ‘dsuser’


The following result may be displayed. The number of orphaned users fixed may also be 0 or it may not even display a number and just indicate that the command completed successfully.

7. The DOCSTAR database should now be restored. Please remember to also restore the corresponding MAINIDX folder, SHARED.INI, DOCSTAR.INI, DSHOST.INI, and image files to the appropriate locations (if necessary). Note: If you are restoring to a newer version of DOCSTAR, you will have to re-run the docSTAR setup program to make necessary adjustments to the database and INI files.

Has your database been restored successfully and can you access your documents normally?______________________________ Briefly describe the steps you took:

Notes:


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Section 3: Systems and Accessories

This section will discuss the systems and accessories available for docSTAR. docSTAR offers each system as either a turnkey system, or as a software only model. Each docSTAR Series 3 turnkey system includes a docSTAR CPU with docSTAR v3eleven software pre-loaded, a keyboard, and a mouse. docSTAR Partners provide the scanner and monitor. docSTAR System offerings: Basic Products All of our basic products are core docSTAR system offerings. docSTAR CP docSTAR CP is a unique member of the docSTAR line designed specifically for use with Multifunction Products (MFPs) and digital copiers. It uses the MS SQL Server 2008 R2 Express Edition database and supports up to 10 concurrent users. Many of the features described in this Reference are available only through an upgrade to docSTAR EP. The docSTAR CP Owner’s Manual contains information specific to this product. docSTAR EP The EP model uses the MS SQL Server 2008 R2 Express Edition database and supports up to 10 concurrent users. Two tier storage capability is optional; it allows docSTAR to automatically record documents to two devices—often a RAID subsystem and a writable optical disk. docSTAR SPX Support for more than 10 concurrent users requires docSTAR SPX. It includes the MS SQL Server 2008 R2 Workgroup Edition database. Two tier storage capability is optional; it allows docSTAR to automatically record documents to two devices—often a RAID subsystem and a writable optical disk. Bundled Products All of our basic products are available with a set of common modules—described below in docSTAR Common Modules—as part of a “bundled product”. Workgroup Pro This model includes a set of modules with the docSTAR EP. It uses the MS SQL Server 2008 R2 Express Edition database and has support up to 10 concurrent users. The docSTAR Workgroup Pro includes Two Tier storage. Enterprise Building upon docSTAR SPX, docSTAR Enterprise is our premium model incorporating all common modules and includes MS SQL Server 2008 R2 Workgroup Edition. The docSTAR Enterprise includes Two Tier storage.


Legacy Products:

docSTAR Essential Edition The Essential Edition was developed specifically to be affordable to small offices, but it included many limitations. With version 3.7, docSTAR distributed free upgrades of these models to the more expandable docSTAR EP. As of version 3.8, support for Essential has been removed from many aspects of the product. If somehow you still have an Essential Edition product and have not yet received your docSTAR EP upgrade license, contact docSTAR or your reseller. docSTAR SP docSTAR SP took the docSTAR EP and substituted Microsoft’s SQL Server Workgroup Edition for MSDE to achieve excellent performance for higher volumes and more users. However, it was limited to fifteen concurrent users to keep it economical for small to mid-sized offices. With docSTAR 3ten, this limitation and model was deemed unnecessary, for this reason it was discontinued but support for users of this model continues. Departmental Building on the docSTAR SP with the common modules, it included Microsoft’s SQL Server 2005 Workgroup Edition, but was also limited to a maximum of fifteen concurrent users. With docSTAR 3ten, this limitation and model was deemed unnecessary, for this reason it was discontinued but support for users of this model continues. docSTAR Common Modules Needs vary and docSTAR adjusts. Optional software components for docSTAR are called Modules. These may be added at any time to add functionality to a system. Many of docSTAR’s most common modules are available as part of bundled systems; these are listed below, and for the most part are fully documented within the User’s Reference Guide and/or the Administrator’s Guide. Other advanced modules, not included in bundles, come with their own documentation and are described later in this section. Fax Services Powered by Zetafax® 2010 Fax output options are available under the Send To function with this module. They are described in Chapter 7 of the User’s Reference Guide and in the Fax Services Guide. Attaché Attaché is a CD (or DVD) publishing module, which lets you distribute documents along with a free viewing application to others. It is fully described in the Attaché Manual. Annotation Annotations allows you to “mark up” image and PDF documents without altering the original. They are described in Chapter 8 of the User’s Reference Guide.


Advanced Templates and OCR Templates and their role in filing document conveniently and consistently are described in Chapter 3 of the User’s Reference Guide. These capabilities are greatly expanded with this module. This module is also required in order to use the Barcode or DataLink modules and certain application-specific integration packages. Access Management (Security) Setting up user logins and restricting access to classified documents requires the Access Management module. Security is described in Chapter 8 of the User’s Reference Guide and in the Administrator’s Guide. Audit Trail The Audit Trail maintains a record of every time a document is “touched” and who did it. This module requires Access Management. It is mentioned briefly in Chapter 6 of the User’s Reference Guide, but complete info is located in the Administrator’s Guide. Native Documents The ability to store electronic files—such as word processor files, spreadsheets, and emails—in their native format can be added with this module. Native documents are referenced throughout the User’s Reference Guide. Network Licenses Each docSTAR system includes one full (scan, file, and view) license. Additional licenses may be added for networked users up to the limits listed above. All network licenses operate on a concurrent basis, meaning that the client software may be installed and used on any number of workstations, but only the licensed number may use the software at any moment. The following four different types of licenses are available.

• WebUser - can only view documents using a web browser and docSTAR’s “thin client” interface. This interface is available with either of two modules: WebView or Integration Agent. These modules are described in their respective documentation. Note: WebWorks does not use WebUser Licenses it uses RetrieveUser Licenses.

• RetrieveUser - can view documents using the “thin client” or through docSTAR’s full (“thick”) client software, as described in this Reference. RetrieveUser licenses are not permitted to scan, open an Inbox, or file documents.

• FileUser - may perform filing, as well as viewing of documents.

• ScanUser - can scan, file, or view documents.


docSTAR Advanced Modules docSTAR Barcode Module docSTAR Barcode is an optional software module that allows a docSTAR filing station to read barcodes from documents scanned or electronically imported into docSTAR. The barcodes can then be used to split documents, assign templates, and automatically index documents. In addition, the barcode module will allow a user to create cover sheets for scanning templates to speed document processing. docSTAR Batch Import Module Allows you to import an entire disk of standard multi-page image files (for multi-page documents) or single page image files (for single page documents) as docSTAR documents if there is a delimited text file which contains the document location on the disk and the index information for the document (Title, Keywords, etc.). Batch Import is generally used to convert other Imaging systems into docSTAR format. docSTAR Packageworks Module docSTAR Packageworks is an optional software module that allows your important business documents, collected as part of a work process (e.g. Loan package), to be pre-defined, captured, routed, approved, and completed while being able to check current status of the package in real-time at any point. This enables users to process work more efficiently, faster and more accurately. docSTAR COLD/ERM Module docSTAR COLD/ERM is an optional software module that will allow a docSTAR system to import COLD (Computer Output to Laser Disk) documents and automatically index the documents based on pre-determined fields within the COLD document. This allows for speedy, accurate, batch processing of large numbers of documents from COLD spooled text files. The resulting docSTAR documents are stored as text rather than images which saves a great deal of storage space. docSTAR COLD also allows a user to create overlay files so that the documents look like actual printed documents (e.g. Invoices, green bar reports, etc.). docSTAR Dashboard and Reporting Module docSTAR Dashboard and Reporting is an optional software module that is an essential business tool, providing managers with a single source for real-time data from their desktop. With Dashboard and Reporting ‘on-board’, a manager will always be aware of workload levels of their staff, and can identify an emerging problem before it happens. docSTAR DataLink Module docSTAR DataLink is an optional software module that allows a docSTAR Host System to extract or verify indexing information by connecting to an existing external database, such as a Business Management Application that contains customer information. The external database source must be able to export to a delimited text file or have an ODBC/OLEDB driver and related information. docSTAR IE Link Module docSTAR IE Link facilitates integration with based applications. It does so by adding custom context (right-click) menu items to Internet Explorer, version 6 or later. IE Link can be configured to access data from anywhere within the loaded web page. With this


data it can generate a cover page for filing or perform integrated retrieval, similar to SmartLink. docSTAR Integration Agent Module docSTAR Integration Agent is an optional software module that allows a docSTAR EP/Workgroup Pro (with Windows Server 2008 R2) or SPX/Enterprise Edition Host System to integrate with 3rd party applications to provide seamless search functionality within a 3rd party application. This allows users to be working within their main line-of-business application and press a button within the application or a hotkey combination and immediately view related docSTAR documents from a browser interface. docSTAR NetConnect Module (Thick Client) docSTAR NetConnect is an optional software module that allows a docSTAR EP/Workgroup Pro (with Windows Server 2008 R2) or SPX/Enterprise Edition Host System to become a docSTAR Web Imaging Server. Clients can connect, using docSTAR View, View/File, or Scan Station software from remote locations using a High-Speed Internet Connection. docSTAR Records Management Module docSTAR Records Management is an optional software module that addresses an organization’s retention and document destruction requirements throughout their entire life cycle – from creation to distribution, storage, retention, transfer, or destruction. docSTAR SmartClick Module docSTAR SmartClick is an optional software module that will work in conjunction with other docSTAR integration tools (namely Integration Agent and SmartLink) to allow a sequence of actions to be recorded into a ‘macro’ that can be initiated by pressing a ‘hotkey’. docSTAR SmartLink Module docSTAR SmartLink is an optional software module that will allow a docSTAR system to capture on-screen data from a target application and passes it to Integration Agent to retrieve or file documents. Note the significance of capturing on-screen data; this allows SmartLink and Integration Agent to retrieve or file documents based on the current item a user is working on. docSTAR IE Link Module docSTAR IE Link is an optional software module that will allow you to create integrations with Internet Explorer browser based applications. This module allows you to create powerful new integrations that were previously not possible through SmartClick & SmartLink alone. docSTAR WebWorks Module docSTAR WebWorks allows remote and even local deployments of docSTAR to benefit from the ability to do more work through the all-new WebWorks browser interface. Modeled after the v3eleven user experience, this new interface will allow users to import, scan, view, edit, download, print, and email documents. This allows larger environments to make use of a self-sustaining browser client to perform simple importing and scanning, simple editing, and simple management functions for a majority of their users


while still allowing thick clients to be used for production scanning and template processing functions where needed. docSTAR WebView Module (Thin Client) docSTAR WebView is an optional software module that allows a docSTAR EP/Workgroup Pro (with Windows Server 2008 R2), Departmental or Enterprise Edition Host System to become a docSTAR Web Imaging Server. Clients can view documents using a standard web browser interface (no additional software needs to be loaded on the client PC). Web browser clients can view documents over a High-Speed Internet Connection or dial-up connection Internet connection. docSTAR Full 2-way API docSTARs Full 2-way API (Application Programming Interface) is a tool for software developers to build custom applications around docSTAR such as reporting services, workflow facilitators, or third party integrations of various kinds. It is accessible from a wide range of development environments including Microsoft’s Visual Studio (.NET), VBScript, classic ASP, etc. Any program that can access COM, .NET, or Web Service components can use the API to read or update docSTAR data, upload or download content, etc. Note: This tool requires a developer on staff or working with the Partner. In addition, there is a special docSTAR certification process which will ensure us that the individual is qualified to perform these functions. Special Insurance Industry Integrations docSTAR maintains a collection of Insurance Industry specific Integrations as optional software modules that will allow a docSTAR system to integrate filing and retrieving functions with an Insurance Agency Management System to allow for easier, faster, and smarter filing and retrieving of documents between both systems. The current list of special integrations available includes:

-TAM (The Agency Manager) from Applied Systems -360 from AMS systems -AfW (AMS for Windows) from AMS systems -Instar from AMS systems -Sagitta from AMS systems

*Note: If desired, docSTAR Professional Services are available to perform installations for an additional charge. Please see the Directory of Professional Services or speak to your Sales Engineer or the Professional Field Services Manager.


docSTAR Turnkey Systems The following chart is a quick reference for available docSTAR Turnkey Systems and features.

docSTAR Turnkey Systems

docSTAR System

Database Management

System (DBMS) Operating

System Number of Concurrent

Users

Two-Tier

Storage System

CPU Case Style

CP MS SQL Server

2008 R2 (Express Edition)

Windows XP Pro SP3 Up to 10 Optiona

l Micro-Tower

EP MS SQL Server

2008 R2 (Express Edition)

Windows XP Pro SP3 Up to 10 Optiona

l Mid-Tower

Or Rack Mount

Workgroup Pro Bundle

MS SQL Server 2008 R2 (Express

Edition)

Windows XP Professional

–or- Windows

Server 2008

Up to 10 Yes Mid-Tower Or Rack Mount

SPX MS SQL Server

2008 R2 (Workgroup

Edition)

MS Windows Server 2008 Unlimited Optiona

l Convertible

Tower

Enterprise Bundle

MS SQL Server 2008 R2

(Workgroup Edition)

MS Windows Server 2008 Unlimited Yes Convertible

Tower

If the Reseller or Customer will be providing their own hardware, the following list of minimum requirements must be satisfied to run docSTAR 3eleven. Please keep in mind, although the minimum requirements may be satisfied, performance may not be adequate depending on several factors.

docSTAR Host System Requirements docSTAR System Requirements

Recommended Hardware Processor Pentium 4 2.0GHz RAM 1 GB or more Video 1024x768, 16-bit color Image Storage RAID with DVD-RAM or other off-site backup

medium

Operating Systems Supported, Host CP, EP, and Workgroup Pro Models XP SP2, Windows Server 2003, Windows Server

2008, Vista or Windows 7 32 or 64 bit versions

SPX and Enterprise Models Windows Server 2003, Windows Server 2008 32 or 64 bit versions

Operating Systems Supported, Client

All Models XP SP3, Windows Server 2003, Windows Server 2008, Vista or Windows 7 32 or 64* bit versions


*64-bit operating systems require 64-bit scanner drivers, availability of which may be limited

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Section 4: Implementation Guidelines

This section will cover basic implementation guidelines for successful implementations and upgrades. When planning for an implementation or an upgrade to an existing installation, prepare an implementation plan that covers the basics. Implementation Planning To successfully plan for implementation, start by creating a timeline document that highlights what activities will take place and when. A sample 30/60/90 day plan can be found in Appendix G. Your 30/60/90 day plan will include providing the customer with Connectivity and Integration surveys, samples found in Appendix H (with survey answer explanation in Appendix I) and Appendix J. The plan will also include an installation checklist, sample found in Appendix K. Network Considerations While Client-Server and Web Server applications typically need solid network infrastructures for their operation, docSTAR relies even more heavily on a solid performing network. As a document management application, on average docSTAR will be transferring 50 KB image files, per single page, to and from the Host and Client stations. While a customer’s network infrastructure may have been adequate for their previous needs, the addition of document management could require more of their network infrastructure. Typically, a network performing well will be under 80% bandwidth utilization on average, if the addition of document management needs pushes the bandwidth utilization over this threshold collisions/errors will begin to occur resulting in disconnects or network delays. Since network communication is only as good as its weakest link, focusing on the bottlenecks within a network will pay great dividends. The following is just a short list of potential issues as an example:

1. The use of Hubs instead of Switches. 2. The use of hand-made (loose connections) and mixed cable ratings (CAT3 vs

CAT5 at any point in network connections). 3. The use of Wireless Network cards and Access Points resulting in dropped

network connections. 4. The consolidation of too many computers on one Router or Switch. 5. Improper configuration of DNS, DHCP, or other Networking fundamentals (see

Section 5: Networking Guidelines) There are a variety of Windows tools, shareware utilities, and substantial Networking analysis software applications available to help troubleshoot networking issues if needed. Most of these can be found with a simple search on the Web. docSTAR includes a network information utility as a basic tool (see Section 6: Technical Resources). Performance Considerations The docSTAR Host system is often called upon to perform many functions for the docSTAR document management system alone (DB Server, IIS Server, Fax Server, Imaging Server, etc.) when combined with other functions or high volumes of document


or user traffic, the system hardware may have trouble keeping up. There are ways to improve the performance of any hardware platform with minimal investment all the way up through substantial investment for even more performance. The two areas of greatest impact are RAM and Hard drive speed. Typical systems have standard amounts of RAM (about 2GB – 4GB) and usually 7200RPM hard drives. These both can be improved at minimal cost in hardware. Another area of improvement would be to look at separating roles off the docSTAR Host system. Start by removing non-docSTAR related functions (Company Website, Intranet site, Email Services, Line-of-Business application, etc.). If this is not enough, it is possible to separate some docSTAR functions to other servers, such as the IIS and Fax Services. This requires special configuration that docSTAR Technical Support may assist with. Anti-Virus Considerations When Anti-Virus programs are in use on the docSTAR Host or Scan Stations, performance may be considerably affected when even a medium volume of documents is being scanned or imported. If performance issues arise, it is recommended that Virus scanners be set to exclude the docSTAR directory and .TIF and .JPG files. Backup Considerations While docSTAR provides an automated nightly backup and Two-Tier storage, online backup systems such as eclipse Rebound offer an automated off-site storage option that is immediately accessible when needed. These should be considered for inclusion in a complete Business Continuity plan. docSTAR Software Considerations Before any implementation or upgrade, be sure to review the latest docSTAR release notes for the version of docSTAR you are working with. This will provide the latest information about known and potential issues you may need to be aware of and make appropriate plans to address, see Sample Release Notes in Appendix M. docSTAR typically recommends only the use of official release builds of software unless the issue that may be addressed by a beta build is of dire consequence warranting its use before being made official. Implementing Two-Tier Storage w/docSTAR Two-Tier storage is a process whereby data is written to two separate media simultaneously, usually an online media (RAID) and an archive media (DVD-RAM Disk). However, two online media can be used and a customer’s existing backup systems can be used to create off-site storage backups. In order for docSTAR to use Two-Tier storage you must setup Two-Tier storage in the docSTAR Administration Program.


First, you will have to install the Two-Tier/Large Media Storage license certificate through the licensing button. (Note: see section titled ‘Technical Resources’ for information about online licensing tools.)


After the Storage license has been programmed into the licensing screen, select the ‘Host Setup’ button from the Administration program, and you will see the following window:

Select the ‘Devices’ tab. If there were no RAID devices previously setup you will see the following screen:


Before installing a Two-Tier or Large Media device, the window should display one device as the Archive device. The drive letter path for the Archive device, in the ‘Device’ column shown above, must correspond to the drive letter of the removable disk (i.e. D:\ARCHIVE, where D:\ is the drive letter for the DVD-RAM drive). When adding a Two-Tier or Large Media device to the system, the drive letters may change, you will have to adjust the path of the existing Archive device to match the new drive letter for the removable disk (i.e. D:\ARCHIVE will need to be changed to E:\ARCHIVE where E:\ represents the new drive letter for the removable disk). Note: To make this change you will have to create a new ‘Archive’ device with the proper drive letter and then change the ‘Active’ Archive device from the ‘Archiving’ tab to the newly created device, then return to the ‘Devices’ tab and delete the old device. After installing a Two-Tier or Large Media device, you must add a new device in the ‘Devices’ tab. If the device is a Large Media device that is not connected to the docSTAR Host directly you will need to make a drive letter mapping to the device on the docSTAR Host only. To add the device, press the ‘New’ button and you will see the following window.


Select the drive letter of the drive to be used as your primary storage device. You will see device information appear on the right. This is displayed automatically for you to verify that you have selected the proper partition. Now, select ‘Yes’ from the Primary device selection if this will be the primary retrieval tier (the ‘Device Path’ will be defaulted to the standard docSTAR path (it is recommended that you do not change the default path). The primary retrieval tier should usually be the faster magnetic (RAID/NAS/SAN) tier. After adding the device you will see two devices in the ‘Devices’ tab. You must now configure the two devices to be used in docSTAR’s Two-Tier storage system.


Select the ‘Archiving’ tab, you will see the following window.

Check the ‘Enable Two Tier’ checkbox and specify the ‘Primary Tier’ and then select the ‘Archive Tier’ (Archive/Removable Disk Device). Note: Only one Primary Tier device may be specified at a time, this makes it the active Primary Tier device (the one that is currently being written to and read from). However, docSTAR can still retrieve documents from any device that is listed on the ‘Devices’ tab. The Archive tier is only written to for backup purposes, but not read from.

After these settings have been made, Two-Tier/Large Media storage should be operational. If you are configuring two magnetic tiers (RAID/NAS/SAN), you may


remove the optical device from the list (as long as it is not currently selected as the active archive device in the ‘Archiving’ tab’).

The folder structure of the RAID device is setup as follows: Each archive volume that is created forces the creation of a folder under the ‘DOCS’ directory of a similar name. An archive volume named ‘VOLUME_0001’ would create a volume folder named ‘Volume_0.001’. docSTAR creates the same 100 folder structure, under the archive folder, on the volume folder as it does on the archive volume itself. When an archive volume is filled, docSTAR stops storing documents in that volume folder and starts storing documents in a new volume folder, which represents the new archive volume. This can be seen below:


Two-Tier Storage Utilities Once the Two-Tier storage setup has been completed you may begin using any of the provided Two-Tier storage utilities. Selecting the ‘Two- Tier’ button from the administration program accesses the utilities. You will see the following screen:

The four Two-Tier Utilities are outlined below: Update Archive Disk: This option allows you to copy the updated or new files from RAID to the corresponding Archive Disk (usually image files that have updated tags or new annotation files). Recreate Archive Disk: This option allows you to recreate an existing Archive Disk. (In the event that the original archive disk is lost or damaged). Move Primary Volume to Archive Disk: This option allows you to free up space on the RAID device by creating a copy of an archived volume to be used for retrieval (the docSTAR database still maintains the document information but will ask for the archive disk to be inserted when necessary). The space for that volume is then reclaimed in the RAID by deleting it from RAID. (In the event that the RAID device becomes full and no additional RAID devices will be attached). Move Archived Volume to Primary: This option allows you to add archived volumes to the RAID device (usually used when RAID is installed for the first time or being recreated).


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Section 5: Networking Guidelines

This section will cover basic requirements for successfully networking the docSTAR Host and Client stations. The following networking information is provided as a review of basic networking concepts. This section is not intended as a means of learning how to network for the first time, as the topic of networking is enormous and requires a dedicated effort to studying and understanding. There are portions of the following information that indicate the related information to specific docSTAR networking issues. The following requirements must be satisfied in order to successfully network the docSTAR Host and its clients. All machines that will be communicating with the docSTAR Host:

1. Must meet the minimum required hardware specifications. 2. Must have the appropriate network hardware installed (network cards,

cables, hubs, routers, switches, etc.).

3. Must be running MS Windows XP, Windows Server 2003, Windows Vista, Windows Server 2008, Windows 7 operating system with appropriate licensing. (docSTAR Enterprise installations will also require appropriate SQL Server 2005 licensing).

4. Must be able to resolve the docSTAR Host’s computer name on the network

(using DNS, WINS, or LMHosts). There are 3 major networking protocols available and in use in the majority of installed networks: TCP/IP, IPX/SPX, and NetBEUI. By far, TCP/IP is the most widely used and the most complex. Since TCP/IP is the most complex to deal with, the following review is provided as a courtesy. TCP/IP Networking Topics Hosts and networks IP addressing is based on the concept of hosts and networks. A host is essentially anything on the network that is capable of receiving and transmitting IP packets on the network, such as a workstation or a router. It is not to be confused with a server: servers and client workstations are all IP hosts. The hosts are connected together by one or more networks. The IP address of any host consists of its network address plus its own host address on the network. IP addressing, unlike, say, IPX addressing, uses one address containing both network and host address. How much of the address is used for the network portion and how much for the host portion varies from network to network. IP addressing An IP address is 32 bits wide, and is composed of two parts: the network number, and the host number. By convention, it is expressed as four decimal numbers separated by periods, such as "200.1.2.3" representing the decimal value of each of the four bytes. Valid addresses thus range


from 0.0.0.0 to 255.255.255.255, a total of about 4.3 billion addresses. The first few bits of the address indicate the Class that the address belongs to:

Class Prefix Network Number Host Number

A 0 Bits 0-7 Bits 8-31

B 10 Bits 1-15 Bits 16-31

C 110 Bits 2-24 Bits 25-31

D 1110 N/A

E 1111 N/A

The bits are labeled in network order, so that the first bit is bit 0 and the last is bit 31, reading from left to right. Class D addresses are multicast, and Class E are reserved. The range of network numbers and host numbers may then be derived:

Class Range of Net Numbers Range of Host Numbers

A 0 to 126 .0.0.1 to .255.255.254

B 128.0 to 191.255 .0.1 to .255.254

C 192.0.0 to 254.255.255 .1 to .254

Any address starting with 127 is a loop back address and should never be used for addressing outside the host. A host number of all binary 1's indicates a directed broadcast over the specific network. For example, 200.1.2.255 would indicate a broadcast over the 200.1.2 network. If the host number is 0, it indicates "this host". If the network number is 0, it indicates "this network". All the reserved bits and reserved addresses severely reduce the available IP addresses from the 4.3 billion theoretical maximum. Most users connected to the Internet will be assigned addresses within Class C, as space is becoming very limited. This is the primary reason for the development of IPv6, which will have 128 bits of address space. DHCP DHCP (Dynamic Host Configuration Protocol) is a protocol that lets network administrators manage centrally and automate the assignment of IP configurations on a computer network. Without DHCP, the IP address must be entered manually at each computer system. DHCP lets a network administrator supervise and distribute IP addresses from a central point. The purpose of DHCP is to provide the automatic (dynamic) allocation of IP client configurations for a specific time period (called a lease period) and to eliminate the work necessary to administer a large IP network. How Does DHCP Work? When a client needs to start up TCP/IP operations, it broadcasts a request for address information. The DHCP server receives the request, assigns a new address for a specific time period, called a lease, and sends it to the client together with the other


required configuration information. This information is acknowledged by the client, and used to set up its configuration. The DHCP server will not reallocate the address during the lease period and will attempt to return the same address every time the client requests an address. The client may extend its lease with subsequent requests, and may send a message to the server before the lease expires telling it that it no longer needs the address so it can be released and assigned to another client on the network. Some machines on your network need to be at fixed addresses, for example servers and routers. The DHCP server you choose should be capable of assigning pre-allocated addresses to these specific machines. Basic IP Routing Classed IP Addressing and the Use of ARP Consider a small internal TCP/IP network consisting of one Ethernet segment and three nodes. The IP network number of this Ethernet segment is 200.1.2. The host numbers for A, B, and C are 1, 2, and 3 respectively. These are Class C addresses, and therefore allow for up to 254 nodes on this network segment. Each of these nodes have corresponding Ethernet addresses, which are six bytes long. They are normally written in hexadecimal form separated by dashes (02-FE-87-4A-8C-A9 for example).

In the diagram above and subsequent diagrams, we have emphasized the network number portion of the IP address by showing it in red.

Suppose that A wanted to send a packet to C for the first time, and that it knows C's IP address. To send this packet over Ethernet, A would need to know C's Ethernet address. The Address Resolution Protocol (ARP) is used for the dynamic discovery of these addresses. ARP keeps an internal table of IP address and corresponding Ethernet address. When A attempts to send the IP packet destined to C, the ARP module does a lookup in its table on C's IP address and will discover no entry. ARP will then broadcast a special request packet over the Ethernet segment, which all nodes will receive. If the receiving node has the specified IP address, which in this case is C, it will return its Ethernet address in a reply packet back to A. Once A receives this reply packet, it updates its table and uses the Ethernet address to direct A's packet to C. ARP table entries may be stored statically


in some cases, or it keeps entries in its table until they are "stale" in which case they are flushed. Consider now two separate Ethernet networks that are joined by a PC, C, acting as an IP router (for instance, if you have two Ethernet segments on your server).

Device C is acting as a router between these two networks. A router is a device that chooses different paths for the network packets, based on the addressing of the IP frame it is handling. Different routes connect to different networks. The router will have more than one address as each route is part of a different network. Since there are two separate Ethernet segments, each network has its own different Class C network number. This is necessary because the router must know which network interface to use to reach a specific node, and each interface is assigned a network number. If A wants to send a packet to E, it must first send it to C who can then forward the packet to E. This is accomplished by having A use C's Ethernet address, but E's IP address. C will receive a packet destined to E and will then forward it using E's Ethernet address. These Ethernet addresses are obtained using ARP as described earlier. If E was assigned the same network number as A, 200.1.2, A would then try to reach E in the same way it reached C in the previous example - by sending an ARP request and hoping for a reply. However, because E is on a different physical wire, it will never see the ARP request and so the packet cannot be delivered. By specifying that E is on a different network, the IP module in A will know that E cannot be reached without having it forwarded by some node on the same network as A. Direct vs. Indirect Routing Direct routing was observed in the first example when A communicated with C. It is also used in the last example for A to communicate with B. If the packet does not need to be forwarded, i.e. both the source and destination addresses have the same network number, direct routing is used.


Indirect routing is used when the network numbers of the source and destination do not match. This is the case where the packet must be forwarded by a node that knows how to reach the destination (a router). In the last example, A wanted to send a packet to E. For A to know how to reach E, it must be given routing information that tells it who to send the packet to in order to reach E. This special node is the "gateway" or router between the two networks. Static vs. Dynamic Routing Static routing is performed using a preconfigured routing table which remains in effect indefinitely, unless it is changed manually by the user. This is the most basic form of routing, and it usually requires that all machines have statically configured addresses, and definitely requires that all machines remain on their respective networks. Otherwise, the user must manually alter the routing tables on one or more machines to reflect the change in network topology or addressing. Usually at least one static entry exists for the network interface, and is normally created automatically when the interface is configured. Dynamic routing uses special routing information protocols to automatically update the routing table with routes known by peer routers. These protocols are grouped according to whether they are Interior Gateway Protocols or Exterior Gateway Protocols. Interior gateway protocols are used to distribute routing information inside of an Autonomous System (AS). An AS is a set of routers inside the domain administered by one authority. Examples of interior gateway protocols are OSPF and RIP. Exterior gateway protocols are used for inter-AS routing, so that each AS may be aware of how to reach others throughout the Internet. The Subnet Mask When setting up each node with its IP address, the Subnet Mask must also be specified. This mask is used to specify which part of the address is the network number part, and which is the host part. For Class C, the Netmask will always be 255.255.255.0; for Class B, the Netmask will always be 255.255.0.0; and so on. When A sent a packet to E in the last example, A knew that E wasn't on its network segment by comparing A's network number 200.1.2 to the Netmask 255.255.255.0 and the IP address of E, 200.1.3.2, which is 200.1.3. If a subnet mask has a number other than 255 or 0, further subnetting of the network has occurred. Using Table A below will give you the amount of host machines on a network with a modified subnet.

TABLE A

Subnet Mask Number of Subnets Number of HOSTS

Class A Class B Class C

192 2 4194302 16382 62

224 6 2097150 8190 30

240 14 1048574 4096 14

248 30 524286 2046 6

252 62 262142 1022 2


254 126 131070 510 N/A

255 254 65534 254 N/A

The Gateway In order for hosts or machines on different networks to communicate, they need to know the path to the other network. The gateway is just that. Once used, all packets addressed to networks other than its own, will be passed to the TCP/IP address of the gateway, which in turn passes it on to the next network or router. The gateway is usually the IP address of the machine or router that connects the networks together. Name Resolution and docSTAR For docSTAR clients to be able to connect and communicate with the docSTAR Host on a TCP/IP network (that is not running NetBEUI also), the network must have some means of providing name resolution. ‘Name resolution’ is a means by which a computer name such as ‘DOCSTAR’ is resolved to its IP address so that computers on a TCP/IP network can communicate with each other. Name resolution on a network can be accomplished in three different ways. DNS, WINS, and LMHOSTS are the three methods of name resolution that can be used. In fact, this is the order in which a client attempts to resolve a computer name to its IP address. The following sections will describe each of these methods. DNS What is the Domain Name System? The Domain Name System (DNS) helps users to find their way around the Internet. Every computer on the Internet has a unique address – just like a telephone number – which is a rather complicated string of numbers. It is called its "IP address" (IP stands for "Internet Protocol"). But it is impossible to remember everyone's IP address. The DNS makes it easier by allowing a familiar string of letters (the "domain name") to be used instead of the IP address. So instead of typing 209.23.52.2, you can type in www.docstar.com . Translating the name into the IP address is called "resolving the domain name." The goal of the DNS is for any Internet user any place in the world to reach a specific website IP address by entering its domain name. Domain names are also used for reaching e-mail addresses and for other Internet applications. What goes on behind the scenes? Behind the scenes, the story becomes a little more complicated. In an Internet address – such as icann.org – the .org part is known as a Top Level Domain. "TLD registry" organizations house online databases that contain information about the domain names in that TLD. The .org registry database, for example, contains the Internet whereabouts – or IP address – of icann.org. So in trying to find the Internet address of icann.org your computer must first find the .org registry database. At the heart of the DNS are 13 special computers, called root servers. They are coordinated by ICANN and are distributed around the world. All 13 contain the same vital information – this is to spread the workload and back each other up. Scattered across the Internet are thousands of computers – called "Domain Name Resolvers" or just plain "resolvers" - that routinely cache the information they receive


from queries to the root servers. These resolvers are located strategically with Internet Service Providers (ISPs) or institutional networks. They are used to respond to a user's request to resolve a domain name – that is, to find the corresponding IP address.

When a user tries to locate a machine name, the request is forwarded to a local resolver. The resolver splits the request into its component parts. It knows where to find the .org registry so it forwards the request over to the .org registry to find the IP address of icann.org. This answer is forwarded back to the user's computer. And we're done. It's that simple! The domain name icann.org has been "resolved"!

WINS Much like DNS, Windows Internet Naming Service is a system that determines the IP Address associated with a particular network computer. This is called name resolution. WINS supports network client and server computers running Windows and can provide name resolution for other computers with special arrangements. Determining the IP address for a computer is a complex process when DHCP servers assign IP addresses dynamically. For example, it is possible for DHCP to assign a different IP address to a client each time the machine logs on to the network. WINS uses a distributed database that is automatically updated with the names of computers currently available and the IP address assigned to each one. LMHOSTS When DNS or WINS is unavailable, the LMHOSTS file can be used to equate the IP address with the NetBIOS name for the Microsoft Networking functions such as browsing, drive mapping, file and print sharing. It is the static version of a WINS server and is practically mandatory for optimal operation in the absence of a WINS server (a service that runs under Windows NT/2000 server only). The LMHOSTS is placed in the \windows folder for Windows 95/98 systems and placed in the \winnt\system32\drivers\etc folder for Windows NT / 2000 / XP systems. It must not have a file extension such as ".txt". It is named just plain "lmhosts". A copy of this file must be placed on every system that needs to resolve machine names. lmhosts example 1: 192.168.12.1 myserver 192.168.12.2 wrkstation1 192.168.12.3 wrkstation2 192.168.12.4 wrkstation2 NAT - Network Address Translation NAT is an acronym for Network Address Translation. It is a commonly used IP translation and mapping technology. It is a technology that allows your network to share internet access. Using a device or piece of software that implements NAT allows an entire network to share a single internet connection over a single IP address. A single cable modem, DSL modem, or even 56k modem could connect all the computers in your office to the internet simultaneously. Additionally, NAT keeps your network fairly secure from hackers.


NAT is built in to the most common Internet Connection Sharing technologies around. Microsoft has built their ICS around it and every Cable/DSL Broadband Router on the market accomplishes its job with NAT. NAT is like the receptionist in a large office. Let's say you have left instructions with the receptionist not to forward any calls to you unless you request it. Later on, you call a potential client and leave a message for that client to call you back. You tell the receptionist that you are expecting a call from this client and to put her through. The client calls the main number to your office, which is the only number the client knows. When the client tells the receptionist that she is looking for you, the receptionist checks a lookup table that matches your name with your extension. The receptionist knows that you requested this call, and therefore forwards the caller to your extension. Developed by Cisco, Network Address Translation is used by a device (firewall, router, or computer) that sits between an internal network and the rest of the world.

How does NAT work? NAT acts as an interpreter between two networks. The internet is considered the ‘public’ side and your network is considered the ‘private’ side. When a computer in the private side requests data from the public side (the internet), the NAT device will open a little conduit between your computer and the destination computer. When the public computer returns results from the request, it is passed back through the NAT device to the requesting computer.

Security: Basic NAT is not a real firewall? Basic NAT devices are not real firewalls, but they are usually considered ‘good enough’ for most small networks. By not forwarding requests or probes that originate from the internet to your LAN, a NAT device blocks most mischief. A simple NAT device can not


keep hackers from running DOS (Denial Of Service) attacks on you, but individuals rarely get attacked like that. It will keep out people looking for file shares, rogue mail servers and web servers, and most port based exploits. Most also protect against SMURF and WinNuke attacks. With a NAT device and a good anti-virus program, you should be safe from the most common kinds of internet attacks. Stateful packet inspection (SPI) Some NAT routers have an advanced form of firewall built in that does 'stateful packet inspection'. This allows the NAT devices to filter out specific kinds of data on your router like SYN flood attacks, IP Spoofing, Teardrop attacks and others. SPI is a general term that can describe a router that filters more kinds of attacks than basic NAT by closely examining packet data structures. Of course, each manufacturer will implement different kinds of SPI so not all SPI routers are equal. Routers with SPI can often log attacks. What if I want to host a server? Most NAT devices allow you to create maps between the internet and your computer network - this is called port forwarding. Example: A request on port 80 from the Internet (looking for a web server on your IP address) would normally be turned away by a NAT device. A special mapping can be set up to send that request from the internet to a specific computer on your network. One of your LAN computers could host a web server on the Internet, and another computer (or the same one) could host an FTP server because the two services work on different ports. Only a few special programs on the internet will not work using this port forwarding system.


TCP/IP Troubleshooting Tools PING PING sends a probe message across the network to determine if a particular remote host is available and to estimate the round trip time required to communicate with that host. PING requires a host name or address. Each host running the TCP/IP protocol suite has a service called Echo which will receive a message and send it back to its source. PING invokes this echo service. If used with only a host identifier, PING sends a 32-byte message, waits for its return, and responds to its user with notice that the destination host is alive. Ping using server name

Ping using IP Address


Ping Failure

If the destination does not respond, PING will notify the user that the host is down after it times out. This is typically used as a testing mechanism when you are having network response problems. Usage: ping [-t] [-a] [-n count] [-l size] [-f] [-i TTL] [-v TOS] [-r count] [-s count] [[-j host-list] | [-k host-list]] [-w timeout] target_name Where: -t Ping the specified host until stopped. -a Resolve addresses to hostnames. -n count Number of echo requests to send. -l size Send buffer size. -f Set Don't Fragment flag in packet. -i TTL Time To Live. -v TOS Type Of Service. -r count Record route for count hops. -s count Timestamp for count hops. -j host-list Loose source route along host-list. -k host-list Strict source route along host-list. -w timeout Timeout in milliseconds to wait for each reply. Traceroute Traceroute is a tool in the TCP/IP suite that allows a user to determine the path followed by a message from the local system to a specific destination. The information is useful in analyzing network problems and may be significant in applications that wish to know where the information travels in the network. Traceroute sends data toward a specified host using an invalid location at the remote host as the final destination. Since the destination is invalid, a failure to deliver message will be returned to the sender. To determine the route taken by the message, the data is sent repeatedly, each with a larger number indicating how many times the data may be forwarded. The first attempt allows only one step; if the destination is not reachable in one transmission, a failure notice will come back from the first intermediate node that handles it. The data is then sent with a permission to forward it one more time. If that is not enough to get the message to the destination machine, another failure response will


result. The process continues, incrementing the number of steps allowed, until a failure arrives from the desired destination host or a maximum number of tries is exceeded. The format of the command invoking traceroute follows. TTL means Time To Live and is the measure of the number of times the message may be forwarded. UDP is User Datagram Protocol, the specific transport layer service used to send the message. TRACERT [-m #] [-q #] [-w #] [-p #] {IP_address | host_name} where -m is the maximum allowable TTL value, measured as the number of hops allowed before the program terminates (default = 30) -q is the number of UDP packets that will be sent with each time-to-live setting (default = 3) -w is the amount of time, in seconds, to wait for an answer from a particular router before giving up (default = 5) -p is the invalid port address at the remote host (default =33434)

IPCONFIG IPCONFIG.EXE is a utility included with Windows. The purpose of this utility is to provide the user with diagnostic information related to TCP/IP network configuration. IPCONFIG also accepts various Dynamic Host Configuration Protocol (DHCP) commands, allowing a system to update or release its TCP/IP network configuration. Example: IPCONFIG [/? | /all | /release [adapter] | /renew [adapter]] Where: /? Displays this help message.

/all Displays full configuration information.


/release Releases the IP address for the specified adapter. /renew Renews the IP address for the specified adapter.

With no parameters, IPCONFIG will display only the IP address, subnet mask and default gateway for each adapter bound to TCP/IP. With the /all switch, IPCONFIG will display all the current TCP/IP configuration values including the IP address, subnet mask, default gateway and Windows Internet Naming Service (WINS) and DNS configuration. If adapter name is not specified with either the /Release or /Renew switch, then the IP address leases for all adapters bound to TCP/IP will be released or renewed. Note: The /Release and /Renew switches can only be used on a system that is configured with DHCP. Firewalls What is a Firewall? A computer firewall protects networked computers from intentional hostile intrusion that could compromise confidentiality or result in data corruption or denial of service. It may be a hardware device (see figure 1) or a software program (see figure 2) running on a secure host computer. In either case, it must have at least two network interfaces, one for the network it is intended to protect, and one for the network it is exposed to. A network firewall sits at the junction point or gateway between the two networks, usually a private network and a public network such as the Internet. The earliest computer firewalls were simple routers. The term "firewall" comes from the fact that by segmenting a network into different physical subnetworks, they limited the damage that could spread from one subnet to another.

Figure 1: Hardware Firewall Hardware firewall providing protection to a Local Network


Figure 2: Computer with Firewall Software Computer running firewall software to provide protection

What does a firewall do? An Internet firewall examines all traffic routed between your network and the Internet to see if it meets certain criteria. If it does, it is routed between the networks, otherwise it is stopped. A network firewall filters both inbound and outbound traffic. It can also manage public access to private networked resources such as host applications. It can be used to log all attempts to enter the private network and trigger alarms when hostile or unauthorized entry is attempted. Firewalls can filter packets based on their source, destination addresses and port numbers. This is known as address filtering. Firewalls can also filter specific types of network traffic. This is also known as protocol filtering because the decision to forward or reject traffic is dependant upon the protocol used, for example HTTP, ftp or telnet. Firewalls can also filter traffic by packet attribute or state. Who needs firewall protection? Anyone who is responsible for a private network that is connected to a public network needs firewall protection. Furthermore, anyone who connects so much as a single computer to the Internet via modem should have personal firewall software. Many dial-up Internet users believe that anonymity will protect them. They feel that no malicious intruder would be motivated to break into their computer. Dial-up users who have been victims of malicious attacks and who have lost days of work, perhaps having to reinstall their operating system, know that this is not true. Irresponsible pranksters can use automated robots to scan random IP addresses and attack whenever the opportunity presents itself. Leased Lines A leased line is a wire running from a telephone company’s location to a customer’s home or place of business. Leased lines are usually available on a permanent basis. At the customer’s location, a device is used to translate the data. This device could be a modem, router, DSU/CSU etc, that connects the line to a LAN. Leased lines come in various types, speeds and prices.


Below is a chart with some of the common lines, respective speeds, IP address assignment, and approximate cost per month.

Telecommuter/SOHO Mission Critical Connectivity

Features Cable

-Residential -Business

DSL -Residential (ADSL) -Business (SDSL)

Frame Relay T1 T3

Speed Up to

20Mbps Download 1Mbps Upload

(Varies by Provider)

Up to 9Mbps Download 1.5Mbps Upload


Commonly 128, 256, or 384Kbps

1.5Mbps (available in

64Kbps fractions) 45Mbps

Reliability Good Good Excellent Outstanding Superior

Type of Service

Shared Medium Bridged Network

Always On Static IP Address


Twisted Pair Copper Packet Networking



Two Pair Copper Packet

Networking Always On

Static IP Address

Two Pair Copper Direct Point-to-

Point Always On Static IP Address

2-Coaxial Cables Point-to-Point


Application Best Used

Telecommunications Light Multimedia Web Browsing

Email


Email

Business Apps Web Serving

Web Browsing Email

Real Time Video

Demanding Business Apps

Web Serving Web Browsing

Email Real Time Video

Very Demanding Business Apps

Web Serving Web Browsing

Email Real Time Video

Typical Customer Moderate Use Moderate Use Heavy Use Heavy Business

Use Very Heavy

Business Use Number of

Users 1-10 1-10 10-75 50-300 200-5000

Installation $50-$250 $50-$250 $250-$495 $450-$995 $2500-$5000 Equipment $100-$200 $100-200 $1195-$3400 $1195-$3400 $15000-$35000

Monthly Cost $35-$320 $35-$320 $395-$795 $795-$1795 $3950-$5950

DSL SDSL stands for Symmetric Digital Subscriber Line. SDSL needs just one twisted pair (line), whereas some other earlier DSL standards needed two or even three pairs. In addition, it is useful to remember that this standard is symmetric, i.e., the maximum data rate both "upstream" and "downstream" is the same. ADSL stands for asymmetric Digital Subscriber Line. It will utilize voice lines, and will use unoccupied frequencies and avoids conflicts with analog voice frequencies; SDSL takes over the whole line. SDSL eliminates analog voice capabilities in favor of full-duplex data transmission. No splitter, no analog voice-nothing but data. T1 / T3 A T1 transfers data between two points at 1.544 Mbps symmetrically, and is ideal for customers who need a high-speed connectivity to the Internet or as one link in their private network. A T1 connection provides roughly 60 times more data than a normal residential modem. It is also extremely reliable, much more reliable than an analog modem. Depending on what they are doing, a T1 line can generally handle quite a few people. For general browsing, hundreds of users are easily able to share a T1 line comfortably. Most small Internet providers have a T1 (or a fractional T1) line as their connection to the Internet. In addition, a T1 connection is a dedicated link and unlike ISDN and analog modem connections, the T1 connection is up 24 hours a day. For faster speeds, T1 lines can be combined to create a T3 connection. A full T3 is 45 megabits/sec. Cable


Cable modem connections are a cost-effective, high-bandwidth Internet option for small and mid-sized businesses. While a traditional T-1 line offering 1.5 mbps Internet access may cost $750 a month, a cable modem connection will deliver comparable connectivity for a fraction of the cost. Cable subscribers in a limited geographic area -- usually a few thousand -- share a downstream 30-million-bits-per-second (mbps) data channel. Common sense dictates that 200 cable data subscribers sharing a 30-mbps connection would each get only 150 kbps of throughput, right? Not quite Unlike circuit-switched telephone networks in which a caller is allocated a dedicated connection, cable modem users don't occupy a fixed amount of bandwidth during their online sessions. Instead, they share the network with other active users, like an office LAN or the Internet, and only use the network's resources when they actually send or receive data in quick bursts. So, instead of 200 cable online users each being allocated 150 kbps, they can grab all the bandwidth available -- say, a lot of megabits per second -- during the millisecond they need to download their data packets. Storage Area Networks (SAN) A Storage Area Network (SAN) is a high-speed special-purpose network (or subnetwork) that connects different kinds of data storage devices with associated data servers. In large enterprises, a SAN connects multiple servers to a centralized pool of disk storage. Compared to managing hundreds of servers, each with their own disks, SANs improve system administration. By treating all a company's storage as a single resource, disk maintenance and routine backups are easier to schedule and control. In some SANs, the disks themselves can copy data to other disks for backup without any processing overhead at the host computers. The SAN network allows data transfers between computers and disks at the same high speeds as when they are directly attached. SANs can be centralized or distributed. A centralized SAN connects multiple servers to a collection of disks, whereas a distributed SAN typically uses one or more Fibre Channel or SCSI switches to connect nodes within buildings or campuses. For long distances, SAN traffic is transferred over ATM, SONET or dark fiber. To guarantee complete recovery in a disaster, dual, redundant SANs are deployed, one a mirror of the other and each in separate locations. SANs support disk mirroring, backup and restore, archival and retrieval of archived data, data migration from one storage device to another, and the sharing of data among different servers in a network. SANs can incorporate subnetworks with network-attached storage (NAS) systems.


Network Attached Storage (NAS) Network-attached Storage (NAS) is hard disk storage that is set up with its own network address rather than being attached to a server that is serving applications to a network's workstation users. The network-attached storage device is attached to a local area network and assigned an IP address. File requests are mapped by the main server to the NAS file server. A NAS device contains a slimmed-down operating system and file system and processes only I/O requests by supporting popular file sharing protocols such as NFS (UNIX) and SMB/CIFS (DOS/Windows). Using traditional LAN protocols such as Ethernet and TCP/IP, the NAS enables additional storage to be quickly added by plugging it into a network hub or switch. By removing storage access and its management from the server, both application programming and files can be served faster because they are not competing for the same processor resources. Network-attached storage consists of hard disk storage, including multi-disk Raid systems, and software for configuring and mapping file locations to the network-attached device. Network-attached storage can be a step toward and included as part of a more sophisticated storage system known as a storage area network (SAN).

Wireless Networks (Wi-Fi) and docSTAR Wi-Fi networks are not typically suitable for local docSTAR clients. When installing docSTAR clients on a LAN, there needs to be a reliable persistent network connection when the docSTAR Application is open. The reason for this is that docSTAR clients will continuously provide a ‘heartbeat’ to the docSTAR Host system otherwise the host will log them out on a scheduled idle timer. Wireless networks are great for surfing the internet or using web-based applications, but the potential disruption of the connection can cause issues for the docSTAR client station. Most typically ‘mdcview:…’ errors or ‘Client licenses not found’ or Client licenses returned errors’ will be prevalent.


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Section 6: Technical Resources

This section will discuss technical resources available locally, online, and via phone. The software tools and information provided here are presented to help you understand the tools better. At least in the beginning, you should be on the phone with docSTAR Technical Support when using any of these utilities to correct issues. Always verify that there is a valid backup of the system before you perform any repairs. docSTAR Technician Utilities To simplify the accessibility of all docSTAR tools and information necessary when servicing docSTAR, a Technician’s Utility Console has been provided. The DSTECHUTIL.EXE program found in the C:\DOCSTAR\TECHDISK directory launches the docSTAR Technician Utilities console (you must login in with the Admin or Service account first, the Service account is User: !SERVICE Password: spudspud):

1. Clear Locks - Internal utility that is used to clear all locks in the

database.

2. Error Logs – Internal utility that is used to select one or multiple error logs to be opened in cascaded windows, for review.


3. View .INI files – Internal utility that automatically opens the SHARED.INI, DSHOST.INI, and DOCSTAR.INI files in cascaded windows, for review.

4. Sweep Directory – Internal utility that is used to remove image files, or other files, that are not valid referenced files by docSTAR but exist in directories used by docSTAR. The utility will provide a report of files found and their status.


5. Connection Check (CONCHECK.EXE) – External utility that is

used to verify the integrity of a network connection or local removable disk drive by performing read/write tests to a mapped network drive or a local removable disk drive. Running Concheck.exe for a period of about 24 hours should expose any networking problems from a particular workstation (when used on a local removable drive, 2 hours should expose issues).

6. Network Info (DSNETINF.EXE) – External utility that is used to test a docSTAR client connection back to the docSTAR Host. This utility tests TCP/IP Name resolution (the ability to resolve the docSTAR Host Computer Name to an IP address), the ability to connect to the hidden network shares, and the ability to connect to the docSTAR database. It also provides essential troubleshooting information about the network connection by testing the speed of IP (Network) and Database connections. When running the speed test, a green colored box indicates a satisfactory connection speed. A red colored box indicates a possible performance problem.


7. Text Index Utilities – Internal utility used to initialize and reconstruct a possibly corrupt index. This utility also allows you to re-index a portion of an index (in the event an older index is restored and re-indexing the most recent documents is necessary).

8. Text Index Check (DSINDEXCHECK.EXE) – External utility that allows you to check the integrity of the Full Text Index.


9. WinSQL Utility (WINSQL.EXE) – External utility that is used to run SQL (Structured Query Language) statements and browse the data in the docSTAR database. This utility uses an ODBC connection to the database, which requires a DSN (Data Source Name) (This should be created by the docSTAR Setup program, the DSN is DOCSTARSQL). See Using the WinSQL Utility later in this section.


10. DB Check – Internal utility used to perform a check for invalid

conditions and potential errors in the docSTAR database. Usually performed on any repair call or PM visit. It produces a log file (DBCHECK.LOG) in the specified directory. When potential errors are found, you may resolve them with the help of docSTAR Technical Support. This utility uses an ODBC connection to the database, which requires a DSN (Data Source Name) (This should be created by the docSTAR Setup program, the DSN is DOCSTARSQL). See Sample DBCheck.log file in Appendix F.

11. SQL Client Network Utility (CLICONFG.EXE) – External utility used to configure the Client Network Communication to the MSDE/SQL Server 2000 Database Engine when the default configuration does not work. In most cases this will not be necessary.


12. SQL Server Network Utility (SVRNETCN.EXE) – External utility used to configure the Server Network Communication to the MSDE/SQL Server 2000 Client Stations when the default configuration does not work. In most cases this will not be necessary.

13. Rebuild Table Indices - Internal utility that is used to rebuild

table indices within the docSTAR database. This function is generally not necessary and should only be used to rebuild missing or corrupt table indices.


14. COLD Doc Recovery – Internal utility that is used to recover documents created by the optional COLD module, only available if the module is installed.

15. PDF Doc Recovery – Internal utility that is used to recover PDF documents that have been imported into docSTAR.


16. Native Doc Recovery – Internal utility that is used to recover

Native documents that have been imported into docSTAR.

Using the WinSQL Utility Select WINSQL Utility from the docSTAR Tech utility console, you will see the following window:

You must select the DSN DOCSTARSQL and login with the account dsuser and password spudspud. Once you have logged in you will see a window that has three tabs Query, Result, and Catalog. The Query tab is used to enter an SQL query to be run on the docSTAR Database as shown below:


The results of the SQL query will be displayed under the Result tab as shown below:

To browse the docSTAR Database structure or data within the tables, use the Catalog tab as shown below:



docSTAR Service/Admin Mode The docSTAR Service/Admin Mode allows you to perform document searches using hidden fields that are not visible to regular user accounts and obtain additional Document Information from the docSTAR Data View Window. To enter docSTAR Service/Admin Mode you may login as the Admin or use the special Service Technician login username !SERVICE and password spudspud as shown below:

Once you have logged in you can launch the Retrieve Window and select ‘Show Hidden Fields’ from the ‘View’ menu as shown below:


You will then be able to perform searches using hidden fields as shown below:

Once you have performed a search for a problem document, you may view it in the ‘Data View Window’ and now see additional Document Information in red as shown below:


The docSTAR Data Information Window now displays additional information such as the Page ID (numeric part of image filename, the example shown above means the image filename is 00001462.TIF) and File ID of the current page. It also displays the Path (directory location) and DOCID (docSTAR sequential document number) of the current document. These additional pieces of information can assist you in determining if you have a problem or missing image file(s) and take the necessary actions to repair/replace the file with a good copy.

After you have arrived at the location at which docSTAR expects to find the image file, you must ascertain what has happened to that file. If the filename is present, then try double-clicking it to see if Windows Imaging Viewer can view it. If it can, the image file is still valid and this indicates a problem with docSTAR software. If Windows Imaging cannot view the image, then it may be corrupted. If an image file is missing or corrupted, you will have to get a copy of that image file from the corresponding disk from the off-site set of disks. This highlights the importance of creating disk duplicates as outlined earlier in Section 1: docSTAR Software Design. DSHOST.EXE DSHOST.EXE provides a graphical user interface that can help a technician troubleshoot a Host Processing Problem. Unlike DSHOSTSV.EXE which is a Windows Service and does not provide an interface. Running DSHOST.EXE on a docSTAR Host System:

In order to run DSHOST.EXE on a docSTAR Host System, you must first stop the Host Service. To do this, launch the docSTAR Administration Program and press the Stop button next to the ‘docSTAR Host Service is Running’ Text.


Start the docSTAR Host Desktop Program (DSHOST.EXE) from Start

Menu\Programs\docSTAR, as shown below.

You will see the following window.

You may now monitor all of the actions that the Host Processing Engine is performing as well as launch individual actions to troubleshoot them. This may help you to troubleshoot a Host Processing Problem.


DSCLSVC.EXE DSCLSVC.EXE, when run from the Program Files menu provides a graphical user interface that can help a technician troubleshoot a Client Processing Problem. Unlike DSCLSV.EXE which is launched by the DSCLIENTSERVICE.EXE Windows Service and does not provide an interface. Running DSCLSVC.EXE in Graphical User Mode on a docSTAR Host or Client System:

In order to run DSHOST.EXE on a docSTAR Host or Client System, you must first stop the Client Service. To do this, launch the docSTAR Client Application DSCLIENT.EXE, select the Client panel, and press the Stop button.

Start the docSTAR Client Service Desktop Program (DSCLSVC.EXE) from Start

Menu\Programs\docSTAR, as shown below.


You will see the following window.

You may now monitor all of the actions that the Client Processing Engine is performing as well as launch individual actions to troubleshoot them. This may help you to troubleshoot a Client Processing Problem. Windows Tools Windows provides some basic tools that can be used for troubleshooting purposes. While it is recommended that docSTAR Technicians become Microsoft Certified Professionals for the Operating Systems they will be working with, the following tools are reviewed as a courtesy.


PERFMON.EXE (Performance Monitoring) For Performance Monitoring, Windows provides the utility PERFMON.EXE, found in the Control Panel\Administrative Tools area:

Performance Monitor is highly configurable and can be set to watch nearly any aspect of performance of a Windows system. It can also log the results to a file. However, if this tool is used for logging many items or over a long period of time, a very large log file can be created and may create other issues on the system if it is large enough. PING & TRACERT (Networking) For Networking challenges, Windows provides the command line utilities PING.EXE and TRACERT.EXE, these tools help with troubleshooting of network communication problems. These tools can be run by selecting the Start Menu\Run and typing CMD, then press ENTER. The command line window will display and either of these tools can be run as mentioned earlier in Section 5: Networking Guidelines. docSTAR Support Portal docSTAR provides a comprehensive support portal for docSTAR Technicians, it is accessed by going to http://support.docstar.com and logging in with your Partner login.


The docSTAR Support Portal allows you to:

1. Add and View Open Support Calls for your organization 2. View your organization’s customer docSTAR Service Agreements 3. View Open RMAs 4. Download Official & Beta releases of docSTAR Software and Service

Bulletins 5. Download Drivers for docSTAR provided legacy hardware 6. Access the Licensing Portal for adding licenses/certificates


7. Search and view your organization’s support calls 8. Search and view docSTAR Answerbooks 9. Search and view products assigned to your organization and its customers

docSTAR Helpdesk Support docSTAR provides a highly trained and experienced helpdesk phone support staff to assist docSTAR technicians with issues they are unable to resolve or need some assistance resolving. It should be noted that the helpdesk should be contacted only if absolutely necessary after a technician has made significant attempts to identify and resolve the issue on their own. In addition, it is determined by the technician that submission of a support call through the support portal will not be timely enough for and issue of immediate importance, such as a system down or other issue of a critical nature. The helpdesk is available by contacting 518-836-2700 and selecting the appropriate options.


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Section 7: Technical Community

This section will discuss the technical community involvement opportunities for docSTAR technicians. docSTAR Website Forums docSTAR Partner Technicians are encouraged to make use of the docSTAR website forums that allow discussion threads from product feature requests through general issue discussions. The forums are accessed by visiting the docSTAR website http://www.docstar.com and logging into the Partner section and selecting Forums from the left side panel.

Tech Talk Conference Calls docSTAR periodically hosts Tech Talk conference calls where technicians are invited to discuss current affairs in the docSTAR technical community such as trends, current concerns, suggestions, and exchanges of important information. The Tech Talk Conference calls are announced via email service alerts and all technicians are invited to attend. Calls are typically hosted by the docSTAR Technical Support Manager, with occasional guest appearances by other docSTAR Technical staff.


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Section 8: Preventative Maintenance Guidelines

This section is designed as an overview of how to keep docSTAR Host Systems operating at peak performance by performing scheduled preventative maintenance procedures. Preventative Maintenance Schedules As part of a comprehensive Maintenance Agreement offered by your Organization to its customers, which includes docSTAR SoftCare, a good Preventative Maintenance (PM) program is critical to minimizing system failures and can help prevent data loss. Some of the maintenance procedures outlined refer to the cleaning and/or servicing of scanners and optical drives; these procedures may reference service bulletins and/or procedures outlined in particular manufacturer scanner service manuals. Please have all documentation available when conducting a PM visit. As a courtesy, a Sample Maintenance Agreement is provided in Appendix L. A Preventative Maintenance Log Sheet is provided at the end of this section. The Preventative Maintenance logs should be carefully maintained for every system you service. docSTAR, may request the Preventative Maintenance Log at any time, for the analysis and resolution of open Technical Support issues. We also recommend scanning each PM Log into the customer's docSTAR system for convenient reference. PM procedures to be performed at 3 month intervals:

Inbox/Review Box Preparation - Prior to the PM visit, request that the customer process all documents in the docSTAR Inbox and Review Box. The docSTAR Inbox and Review Box should be empty when you arrive to perform the PM procedures.

Backup the Database - Verify that the backup location (usually E:\BACKUP)

contains 2 recent backups. Rename the \BACKUP directory to \BACKUP.old to prevent these backups form being overwritten. Perform a database backup now and verify that it was successful. Performing a backup at this point will prevent countless hours of trying to restore lost data if something should not execute as planned.

Update docSTAR Software - Verify that the current build of their docSTAR software

version is loaded on the machine (may address known issues the customer is not yet aware of). If the customer is enrolled in the docSTAR SoftCare program, verify that they have the latest version, within their series, installed (SoftCare customers receive version upgrades within their series (e.g. v3.1, v3.2, v3.3, v3eleven) at no additional charge). This is a suggested practice, your Dealership may have different guidelines regarding the upgrading of customers, please speak to your Service Manager for clarification.

docSTAR Technician Utilities Console (DSTECHUTIL.EXE) Maintenance:

• DB Check - Run this check and review the log for any potential errors and correct them with the assistance of docSTAR Technical Support.


• Error Logs - Review the docSTAR Host and all client station error logs for any serious errors or failures. If you need assistance, please contact docSTAR Technical Support.

• Sweep Directory - With the Inbox and Review Box empty (in docSTAR), perform inbox directory maintenance by running Sweep Directory on the inbox directory. This will remove any stray or erroneous files not in use by docSTAR.

• Text Index Check - Run this check and review the results for possible index errors. Please note that symbols and punctuation may cause the utility to incorrectly report index errors; these should be checked manually within docSTAR for validity.

docSTAR Administration Console (DSADMIN.EXE) Maintenance:

• Undelete Box - Assist docSTAR Administrator in purging/undeleting documents from the Undelete Box. The Undelete box should be empty after this procedure.

• Event Log - Review the docSTAR Event Log and make any necessary corrections.

• Document Tags - Update Image Tags on RAID using the ‘Document Tags’ button and then on DVD-RAM Disks using ‘Two-Tier Utilities’ button (if Two-Tier storage is used). If Two-Tier Storage is not being used, Update Image Tags on the DVD-RAM Disks using the ‘Document Tags’ button only.

• Page Statistics - Record the system Document and Page counts for future reference.

• COLD (if installed) – Check last successful processed templates (verify that they are running according to the defined schedule). Also check license usage and notify the customer if licenses are running low.

• DataLinks (if installed) – Check last successful processed DataLink updates (verify that they are running according to the defined schedule).

• Attaché (if installed) – Check license usage and notify the customer if licenses are running low.

Windows Maintenance:

• Unauthorized installations - Check for installation of unauthorized software or hardware. Return system to docSTAR supported configuration if any unauthorized software or hardware is present that may hamper docSTAR functionality.

• Event Viewer Logs - Check the Event Viewer (System & Application) logs for successful completions of scheduled Promise RAID array synchronization and Diskeeper defragmentation. Also check the logs for any serious errors or failures. Error codes and messages should be researched on the Microsoft Knowledgebase for resolution.

• CHKDSK – From a command prompt run CHKDSK to perform a comprehensive check of the status of the hard drives. Should be performed on both partitions of a RAID system (C:\ and D:\ ). If errors are reported they may be fixed by running CHKDSK /F which will also require a reboot to complete repairs. If errors are encountered they may be the sign of impending hard disk failure, replacement of the faltering drive is indicated to prevent possible data loss.

• RAID Array Utility - Confirm that the RAID array is in a normal running state.


• Diskeeper Schedule – Confirm that the defragmentation schedule is set properly. It should be set to defragment continuously between the hours of 12:00AM and 1:00AM daily.

Hardware Maintenance -

• CPU Case - Remove all loose dust from inside the CPU case. Clean and verify proper operation of cooling fans.

• DVD-RAM/R Drive – Remove loose dust and clean DVD-RAM/R drives with proper cleaning kit.

• External Storage Devices- Remove all loose dust from inside the case and fans. If removable drive carriers exist, remove the carriers (noting the EXACT position of each drive carrier) and remove dust from within the carrier and bay.

• Scanner - Clean all rollers, optics, and covers in scanner. • Keyboard/Mouse - Perform routine maintenance on keyboard and mouse,

replace as necessary.

Verification Steps - • Verify docSTAR Operation - Verify that docSTAR is functioning properly. • Verify Disk Duplicates - Verify, with docSTAR Administrator, that disk

duplicates are being performed regularly and stored appropriately in a safe off-site location.

• Verify Backup Mechanism of External Storage – Verify that external storage devices such as NAS or SAN devices are regularly being backed up by the customer’s backup system and the backups are being stored in a safe location. When using external RAID devices connected directly to docSTAR, the DVD-RAM disk (in standard docSTAR Two-Tier configuration) will be the backup mechanism for the data, DVD-RAM disks should be stored in a safe off-site location.

PM Procedure Performed 3 Month 6 Month 9 Month 1 Year 15 Month 18 Month 21 Month 2 Year Verify Inbox and Review Box are empty Perform Database Backup Perform Software Build/Version Update Perform Technician Utilities Console Maintenance:

• DB Check • Error Logs • Sweep Directory • Text Index Check

Perform Administration Console Maintenance: • Undelete Box • Event Log • Document Tags • Page Statistics - Document Count - Page Count • COLD (if installed) • DataLinks (if installed) • Attaché (if installed)

________ ________

________ ________

________ ________

________ ________

________ ________

________ ________

________ ________

________ ________

Perform Windows Maintenance: Unauthorized Installations, Event Viewer Logs, CHKDSK, RAID Array Utility, Diskeeper Schedule

Perform Hardware Maintenance: CPU Case, DVD-RAM/R Drive, External Storage, Scanner, Keyboard/Mouse

Perform Verification Steps:

• Verify docSTAR Operation • Verify Disk Duplicates • Verify Backup for External Storage


File a copy of this log in the customer's docSTAR system under “PM Log”docSTAR Service Engineer (DSE) Initials/Date / / / / / / / /

Preventative Maintenance Log System Serial #:____________________

Hardware Key #:____________________

Appendix A: Sample DSHOST.INI File [docSTAR] Host=DOCSTAR Connect=Provider=SQLOLEDB.1;Server=DOCSTAR;Database=DOCSTAR OpenFaxDB=0 OpenJukeDB=0 OpenImportDB=0 RunFax=0 RunJuke=0 LogActivity=0 LogStatus=0 DropShares=0 [HostShares] 0=C:\DOCSTAR 1=C:\ARCHIVE [HostBackups] MASTER=14 MODEL=14 MSDB=14 DOCSTAR=14 [Filing] Jukebox=0 [Fax] FaxServer=0


Appendix B: Sample SHARED.INI File [Server] Connect=Provider=SQLOLEDB.1;Server=DOCSTAR;Database=DOCSTAR [Filing] HostVolume=3050D-1023 Volume=VOLUME_0001 MaxUncertain=600 [Jukebox] JukeDBProxy=-1 [Fax] FaxDBProxy=-1 Type=20 [System] DeferredMin=2 AuditTrail=-1 AuditPurgeFreq=0 [Backup] Path=C:\BACKUP\ Volume= Next=12 Oct 2001 02:01:00 Nightly=-1 Inbox=0 MaxBackups=2 Last=10 Oct 2001 23:19:14, LITEVWR LastBackup=1 [HostMapping] 3C45233B303C2C2B3E2D23=23232D3E26234D48484E464C394C5B23 3C45233E2D3C3736293A23=23232D3E26234C3A493E3E4D3D4D5B23 [License] DisableArchive=-1

Appendix C: Sample DOCSTAR.INI File [docSTAR] Host=DOCSTAR SetupProgDate=10/05/01 11:47:56 SetupLevel=A SetupOption=D Demomode=-1 ←(Forces the Host Processing Engine to process documents

as soon as they are submitted from this station-otherwise the Host Processing Engine launches automatically every 2 minutes or when ‘Start Host Processing Now’ is selected from the Host Status Box) Note: This is only recommended for use on Demo Machines.

[System] Scan=-1 File=-1 ErrorLog=DSERRLOG.TXT [FCPA] Duplex=0 [Paths] Database=C:\DOCSTAR\DATABASE Connect=ODBC;DSN=DOCSTARSQL;DATABASE=DOCSTAR [ScanPreferences] DocScanOption=0 Duplex=0 ScanFileOption=0 TemplateID=0 [FilePreferences] FileMode=0 InboxSortKey=2 InboxOrder=1 ReviewSortKey=1 ReviewOrder=1 HideInbox=-1 HideReview=-1 MinUncertainRate=50 ShowInboxLimits=0 LimitInbox=1000 ShowReviewBoxLimits=0 LimitReview=1000 TextStampText=FAXED %x


[RetrievePreferences] ItemDefault=2 Cursor Location=1 ResultsSortKey=8 ResultsOrder=1 NarrowTemplate=-1 Vocabulary=-1 ShowKeywords=-1 FuzzyChar=1 FuzzyPercent=25 ShowResultsLimits=0 LimitResults=1000 [SendToPreferences] SingleDoc=0 MultiDoc=3 Annotations=-1 FilePath=C:\DOCSTAR FileType=1 Tab=0 EnablePrint=-1 EnableEmail=-1 EnableImageFile=-1 EnableFAX=-1 EnableTextBridge=-1 [DiskDupe] SourceDrive=A: DestDrive=A: Archive=-1 Overwrite=-1

Appendix D: Sample [COMPUTER NAME]-HOST.TXT File 5/30/03 12:11:57 AM DSHost docSTAR Host : 0 docSTARHost:CheckForClientLaunch Object variable or With block variable not set(-91) 6/1/03 8:32:14 AM :-1 LOG: Hardware Licensing Failure. Code: -7001 6/1/03 10:31:39 AM :-1 LOG: HardwareKey Failure: GetHWKeyLicenses Error Code: -1000 6/1/03 10:31:39 AM :-1 LOG: Hardware Licensing Failure. Code: -7001 6/1/03 1:39:06 PM :-1 LOG: HardwareKey Failure: GetHWKeyLicenses Error Code: -1000 6/1/03 1:39:06 PM :-1 LOG: Hardware Licensing Failure. Code: -7001 6/1/03 3:38:35 PM :-1 LOG: HardwareKey Failure: GetHWKeyLicenses Error Code: -1000 6/1/03 3:38:35 PM :-1 LOG: Hardware Licensing Failure. Code: -7001


Appendix E: Sample [COMPUTER NAME].TXT File 5/29/03 11:32:42 PM :-1

LOG: OpenRecordset: SELECT * FROM tblSTATIONS WHERE lSTATIONID=0 Err.Number 3709The connection cannot be used to perform this operation. It is either closed or invalid in this context.

5/29/03 11:32:42 PM :-1 LOG: DATAERROR: Function: clsStationsTable Load

3704: Operation is not allowed when the object is closed. 5/29/03 11:32:42 PM :-1 LOG: ret = 3 5/30/03 11:12:28 PM DSServer :-1

docSTARServer:StopServer Object variable or With block variable not set(-91)

5/30/03 11:21:41 PM :-1 LOG: DATAERROR: Function: RSOpenRecordset

-2147217887: Multiple-step OLE DB operation generated errors. Check each OLE DB status value, if available. No work was done.

EXEC procDSBeginUCRTrans 5/30/03 11:21:41 PM :-1 LOG: ret = 3 5/30/03 11:21:41 PM :-1 LOG: OpenRecordset: EXEC procDSBeginUCRTrans Err.Number 91Object variable or With block variable not set 6/1/03 11:20:52 PM :-1 LOG: HostVersion Failure: Found Version: . 6/1/03 11:20:55 PM :-1 LOG: HostVersion Failure: Found Version: . 6/1/03 11:20:58 PM :-1 LOG: HostVersion Failure: Found Version: . 6/1/03 11:21:01 PM docSTAR : 5

LOG: License Failure: Licensing has failed for the following reason: Host Token Failure Code: -7002 Machine Name: DOCSTAR

Appendix F: Sample DBCHECK.LOG File ========================================================================= Beginning Database Check-Up Reporting 6/1/2003 8:57:20 PM ========================================================================= ========================================================================= Report:Duplicate Documents 6/1/2003 8:57:20 PM ========================================================================= No Duplicate Documents Found ========================================================================= Report:Duplicate Pages 6/1/2003 8:57:20 PM ========================================================================= No Duplicate Pages Found ========================================================================= Report:Documents Missing Pages 6/1/2003 8:57:20 PM ========================================================================= No Paging Problems Found ========================================================================= Report:Orphan Pages 6/1/2003 8:57:20 PM ========================================================================= No Orphan Pages Found ========================================================================= Report:Documents Missing ImageType 6/1/2003 8:57:21 PM ========================================================================= No Pages Missing Image Types Found


************************************************************************* Document Related Tables Checks ************************************************************************* ========================================================================= Report:Orphan Inbox Records 6/1/2003 8:57:21 PM ========================================================================= No inbox records found without corresponding document entry ========================================================================= Report:Orphan Reviewbox Records 6/1/2003 8:57:21 PM ========================================================================= No reviewbox records found without corresponding document entry ========================================================================= Report:Orphaned Index Records 6/1/2003 8:57:21 PM ========================================================================= No index records found without corresponding document entry ************************************************************************* End Document Related Tables Checks ************************************************************************* ========================================================================= Report:Docs w/Inbox Path not in Inbox or Review 6/1/2003 8:57:21 PM ========================================================================= No documents in inbox found to be in error ========================================================================= Report:Circular References 6/1/2003 8:57:21 PM ========================================================================= No circular references found =========================================================================

Report:Orphan Records In The Hierarchy 6/1/2003 8:57:21 PM ========================================================================= No orphan hierarchy records found ========================================================================= Report:Documents With Null Fields 6/1/2003 8:57:21 PM ========================================================================= No documents with Null fields found ========================================================================= Report:Folders Disconnected From Root 6/1/2003 8:57:21 PM ========================================================================= No folders not connected to the root folder found ========================================================================= End of Report =========================================================================


Appendix G: Sample 30/60/90 Day Plan 30 Day

1. docSTAR Product Knowledge – are docSTAR technicians certified in all aspects? 2. Complete the Connectivity Survey. 3. Complete the DataLink/Integration Agent Survey – if not a docSTAR authorized

integration this needs to be completed. 4. Engage docSTAR Professional Services – they can assist with unusual or perhaps your

first time Integrations. 5. Engage any Third Party Vendors – if there are other vendors connected to databases or

other software begin working with them now. 6. Develop a Project Plan that has specific milestones and timelines (Installation Checklist)

that are reasonable and share this with your customer. 7. Develop a training program that will address their needs. (workflows)

60 Day

1. Make a courtesy call to verify that the system is performing correctly and they are utilizing it to its fullest potential.

2. Provide any additional training to further their usage. 3. Explore additional needs and report them to your sales team. 4. Revisit the customer with the account manager to recap.

90 Day

1. Perform Quarterly Preventive Maintenance Call. 2. Meet with customer to review your PM visit and findings. 3. Provide any additional training as needed. 4. Explore additional needs and report them to your sales team.

Appendix H: Connectivity Survey Customer Name_____________________________ Date____________________________

docSTAR Requirements

1. docSTAR requires 1 static IP address for each host, and 1 static/dynamic IP address for each

workstation. 2. docSTAR requires name resolution through DNS, WINS, or LMHOSTS. 3. docSTAR requires 1 active 100Mbps network connection for each host and scan station that will

be connected to your network. 4. Current docSTAR release notes should be used as a guide for minimum Hardware & Operating

System specifications for Host and client stations.

Information

Do you have System Support Personnel on staff?

Yes No

Do you have a Database Admin? Yes No

How many Hosts / Scan Stations do you intend to use on your network?

1 2 3 4 5 6 7 8 9 10 11 12+

How many simultaneous users will view documents on docSTAR?

5 10 15 20 25 30 35 40 45 50 other _______

Will any of the Scan Stations connect from a remote office? If “YES” how do they connect? WAN Internet

Yes No

Do you plan to integrate docSTAR with your current application? If “YES” which application?

Yes No

Please list the current database / network based software in use on your network.

Please list your current Internet Access type and provider(s).


Contact Names / Numbers Title Name Number Email Address Company Name IT Director Database Admin docSTAR Admin Network Consultant

Network

If you have a current Network Map, please attach it to this survey.

Network Topology In use on your network? CAT5/5e/CAT6 Yes No Fiber Yes No Other Yes No Network Backbone In use on your network? 100 Mbps hub Yes No 100 Mbps Daisy Chained / Uplinked hubs Yes No 100 Mbps Switch Yes No 100 Mbps Stacked Switches Yes No Other Average and Peak Utilization % Average % Peak % Servers How many do you have? Windows Server 2003 Active Directory? Yes No Windows Server 2008 R2 Active Directory? Yes No Unix / Linux Novell Web Type? Terminal Server Citrix Firewall DHCP VPN AS400 Sun Solaris Proxy Other Network Protocols Active? TCP/IP Yes No Other Yes No Name Resolution Do you use one on your network? DNS (Internal) Yes No DNS (External) Yes No WINS Yes No LMHOSTS Yes No Not Sure Yes No

Client Workstations How many do you have? Windows XP SP3 Windows Vista SP2 Windows 7 MAC Linux Citrix Dumb Terminals NetPC Router(s) Manufacturer Model # Are you able to modify settings? Yes No Messaging System Currently in use? Microsoft Exchange Yes No GroupWise Yes No Lotus Notes Yes No POP3 Yes No LDAP Yes No Other Yes No Messaging Client Currently in use? Microsoft Outlook Yes No Microsoft Outlook Express Yes No Eudora Yes No GroupWise Yes No Netscape Yes No Web based mail Yes No Other Yes No Remote Offices

Connection Connection Speed # of Users Utilization

Location 1 WAN Internet

%


%


%


%


%


%


%


%


%


%

Expected Scanning Volumes Approximate pages scanned per month Host or Internal Scan Stations Location 1 Location 2 Location 3 Location 4 Location 5 Location 6


Location 7 Location 8 Location 9 Location 10 Total Client PC Hardware How many do you have? Intel P4 Intel Core2Duo Intel I3 Intel I5 Intel I7 Other Additional comments:

Customer Signature ______________________________ Date________________________

Appendix I: Connectivity Survey Answer Explanation

Requirements • docSTAR requires 1 static IP address for the Host system. • The docSTAR’s machine name must be able to be resolved to its IP address

for network workstations to communicate properly. • A 10 Mbps connection will function, but increased performance will be seen

using a 100Mbps connection.

Information

• Support personnel on staff are not necessary, but will make integration of docSTAR onto the customer’s network a much easier task.

• A Database Admin is not necessary, but will be useful in the installation of docSTAR in a network environment that has other database application servers.

• An increased number of Hosts / Scan Stations will require increased bandwidth on the network and may require network architecture changes. (Verify that hubs / switches can accommodate the number of machines on the network and that network drops will be available for each proposed station).

• Increased amounts of users simultaneously viewing docSTAR images will require increased bandwidth on the network.

• When connecting from a remote office, you will need to look at connection types and speeds, and whether the connection is through the Internet or WAN. docSTAR clients connected over a WAN may not perform to the user’s satisfaction. If better performance or Internet connectivity is required then the docSTAR NetConnect Module must be sold for this application.

• If docSTAR is going to be integrated with an application, extra information will be needed. Please see the DataLink Integration Agent survey.

Network

Network Topology

• CAT3 should be considered a bare minimum, and will restrict network bandwidth. When docSTAR is connected using CAT3 wiring, performance issues may arise.

• CAT5/5e/6 is the industry standard in wiring. Depending on network architecture CAT5 wiring should work very well.

• Fiber is usually only used as a backbone. Customers using Fiber as a backbone will usually not have uplinked hubs, and should work well also.


Network Backbone

*Note: The network backbone is one of the most important sections to look at. docSTAR will function best while connected with 100 Mbps switches, or stacked switches.

• Using a 10 Mbps hub, docSTAR will function, but may introduce bandwidth

issues. • Using Uplinked or Daisy Chained hubs / switches will decrease performance.

Using more than 3 Uplinked or Daisy Chained hubs may cause an inability to connect, and is definitely not recommended. Cabling runs should not exceed 300 feet, (328 feet is the theoretical maximum distance) however staying comfortably below this number will ensure proper performance. (see the Network Cable Comparison chart at the end of this section)

• 10/100 Dual Speed hubs will function; care should be taken with multiple Uplinked or Daisy Chained hubs on the network, as described above.

• Average utilization should be fairly low. Anything above 70% may give rise to network issues. Peak utilization should rarely go above 85% for an extended period of time and if it does, note the times that utilization peaks. Connectivity issues may arise during those times.

Servers

• docSTAR will coexist on a network with nearly every server on the market. Care should be taken with Terminal Server and Citrix Server since users accessing docSTAR using these servers can only be View or View / File clients. Scan Stations will not function through a Citrix or Terminal Server connections.

• If your customer is running a Web Server or Firewall, extra configuration may

be required to install WebView or NetConnect. Protocols

• TCP/IP is the preferred protocol for use with docSTAR. Some connectivity issues may arise if using IPX / SPX or NetBEUI exclusively. NetBEUI is not recommended for networks with more than 10 machines configured to use it. The nature of NetBEUI will cause excessive network traffic, and may cause connectivity issues with docSTAR and other network applications. (see the Network Protocol Comparison chart at the end of this section)

• Multiple protocols configured to run simultaneously from various machines will

cause increased bandwidth and may cause connectivity issues.

Name Resolution *Note: docSTAR requires name resolution to connect successfully. Internal DNS Good, this means that the docSTAR machine name will be

resolved on the local network External DNS Questionable, since the DNS is pointed to an address outside of

the network, and docSTAR is an internal device, proper name resolution will be difficult.

WINS Good, this means that the docSTAR machine name will be resolved on the local network

LMHOSTS Fair, will require maintenance on each station if an IP address changes.

Client Stations *Note: With many client stations, more emphasis is placed on the type of Network

architecture.

• MAC and Linux machines will need to connect through WebView. There is currently no native client for them.

• NetPC’s are generally very “Low End” machines, and may not work well

running the docSTAR client. Routers When configuring NetConnect or WebView, it may become necessary to modify the Port Mapping settings in the router. If the customer is unable to configure their own router, someone with the knowledge and access to the configuration of the router will have to configure the router for use with NetConnect or WebView. (i.e. a network consultant, ISP, etc.) Messaging System (Email/Fax/Attaché module) docSTAR Send to Email will work with most major MAPI and Lotus Notes messaging clients, but will not work with Web Based mail. Remote Offices *Note The number, types, speeds, and utilization of remote office connections are

very important in setting up docSTAR.

• Large numbers of network connections may introduce network bandwidth issues at the main locations WAN / Internet link. Slow connections or Internet connections may make it difficult to connect to the Host system.

• Types of connections are important for reliability and speed. (see the WAN/Internet Connection comparison chart at the end of this section)

• Current Utilization (without docSTAR traffic) will be important to estimate the impact of adding docSTAR network traffic to this utilization.


Scanning Volumes

The volume of scanning is very important especially when connecting through a slow connection. High scanning volumes create large amounts of data that will need to be transmitted across the WAN or Internet connection to reach the docSTAR host. Depending on the connection speed and average utilization, connectivity or performance may be unacceptable.

Client PC Hardware

WAN / Internet Connection Comparison

Telecommuter/SOHO Mission Critical

Connectivity Features

Cable/FiOS -Residential -Business

DSL -Residential (ADSL) -Business (SDSL)

T1 T3

Speed

Up to 20Mbps Download

1Mbps Upload (Varies by Provider)

Up to 9Mbps Download 1.5Mbps Upload


1.5Mbps (available in

64Kbps fractions) 45Mbps

Reliability Good Good Outstanding Superior

Type of Service

Shared Medium Bridged Network



Twisted Pair Copper Packet Networking



Two Pair Copper Direct Point-to-Point Always On

Static IP Address

2-Coaxial Cables Point-to-Point


Application Best Used


Email


Email

Demanding Business Apps Web Serving

Web Browsing Email

Real Time Video

Very Demanding Business Apps Web Serving

Web Browsing Email

Real Time Video Typical

Customer Moderate Use Moderate Use

Heavy Business Use

Very Heavy Business Use

Number of Users

1-10 1-10 50-300 200-5000

Appendix J: Sample Integration Survey

DocSTAR DataLink Current Database Vendor name _____________________________ Current database type (Access SQL…) _____________________________ Database Version _____________________________ Database Administrator Name _____________________________ Are there ODBC or OLE DB drivers available for your database?

Yes No

Do you have a username / password to gain access to the database information?

Yes No

Do you have the table and field names holding the data that needs to be extracted? (database structure)

Yes No

Is the data able to be exported to a delimited text file? Yes No

Integration Agent

Software Application Name __________________________ Software Application Vendor __________________________ Software Vendor Phone Number __________________________ Software Vendor Contact Name __________________________ Is the Vendor willing to program a button or “hot key” into their software to be used for DocSTAR searches?

Yes No

Does the software allow for programmable buttons or “hot keys”? Yes No

Is the application DOS based, Terminal Emulation, or AS400 based?

Yes No

Does the customer use Internet Explorer v4.01 or higher? Is the software Windows based? Is the necessary data in a field or Titlebar? (both?) Is the software Web Based? If so, is it accessed via Internet Explorer?

Yes

Yes

Field

Yes

Yes

No

No

Titlebar

No

No


Describe the customer’s expectation of ‘Integration’ _____________________________________________________________________________

Appendix K: Sample Installation Checklist Pre-Sales, Pre-Installation, Delivery, Installation, and

Training Checklist

Pre-Sales The following procedures need to be completed prior to the sale completion;

o Technicians are docSTAR Certified in necessary modules o DataLink/Integration Agent Survey completed (if necessary) o Connectivity Survey completed o docSTAR Professional Services engaged (if necessary)

Pre-Installation The following procedures need to be completed prior to the installation;

o 30/60/90 day plan is completed o Engage third party vendors o Create Installation Checklist

Delivery/Installation The following procedures need to be completed during the installation process; Basic Setup

o docSTAR Host System hardware & peripherals setup o docSTAR Host System functioning properly. o docSTAR Peripherals (External RAID, Scanner, & Printer) attached and

functioning properly Network Setup

o docSTAR Host System attached to network successfully o Network Attached Storage (NAS) device attached to network successful o NAS backup system configured and functioning properly (if applicable). o docSTAR Client Stations installed and functioning properly o docSTAR Print Import 5.0 installed and functioning properly (on required

client stations) Optional Module Setup

o docSTAR Core Modules installed & functioning properly o docSTAR NetConnect installed & functioning properly o docSTAR WebView installed & functioning properly o docSTAR Integration Agent installed & functioning properly o docSTAR DataLink installed & functioning properly o docSTAR Barcode installed & functioning properly o docSTAR Attaché installed & functioning properly o docSTAR COLD/ERM installed & functioning properly o docSTAR Records Management installed & functioning properly o docSTAR PackageWorks installed & functioning properly


Pre-Sales, Pre-Installation, Delivery, Installation, and Training Checklist (continued)

Training Training is an essential part of a successful docSTAR implementation within the office environment. The goal of the initial training is to cover the following topics; Standard User Functions

o Document preparation (removing staples, paper clips, sticky notes, etc.) o Scanning documents o Filing/Reviewing documents o Retrieving documents o Editing document properties (Title, Keywords, etc.) o Distributing documents (Print, Fax, Email, etc.)

Administrator Functions (based on installed options) o Creating/Editing Templates o Setting Guest/User Preferences o Setting Up & Administering Security o Setting Up & Administering System Settings o Using Maintenance Functions (Client Activity, Audit Trails, Event Log, Undelete Box,

etc.) o Administering Optional Modules (DataLink, Attaché, COLD, etc.) o Creating & storing disk duplicates in a safe, off-site location o Administering NAS backup system (if applicable)

Delivery, Installation, and Training Confirmation I certify that the docSTAR electronic filing system has been delivered to my place of business with all of the components listed on page 1. I further attest to the fact that the docSTAR System has been installed and is functioning properly. Also, an initial training of standard user and administrator functions has been performed to my satisfaction.

______________________ ______________________________________ Date Signature Company Name:_________________________ Company Contact Name:________________________ Address:_______________________________ Contact Title:_________________________________ City, State, ZIP:_________________________ Contact Phone Number:_________________________ To be filled in by installing docSTAR Service Engineer: docSTAR System Serial #:_________________ docSTAR System Hardware Key #:________________

Important: Disk Duplication and Off-Site Storage Notice The process and importance of making duplicate optical disks has been explained and emphasized. This has been shown to be important for protection against data loss due to a natural disaster or other agent. I understand that should I choose not to make duplicate disks and store them in a safe, off-site location that I am assuming responsibility for possible data loss resulting from any such decision.

______________________ ______________________________________ Date Signature

Appendix L: Sample Maintenance Agreement Customer Acme, Inc.

Customer Name

Address

City, State, Zip

By

Title

Date

Signature

Acme, Inc. hereinafter referred to as Acme with offices at 123 Main Street, Anywhere USA, by its acceptance hereof, agrees to furnish the above named Customer, who agrees to accept maintenance service as described below on the equipment listed at the end of this Agreement. 1. Term of Agreement This Agreement shall cover a one year period beginning on the effective date listed below. 2. Warranty Charges Customer agrees to pay the charges as indicated for the services provided hereunder. 3. Maintenance Service During the term of the Agreement the customer may reasonably request during Acme’s normal business hours an unlimited number of service calls on the equipment listed herein. Acme shall have reasonable time in which to respond to each service call. Maintenance and/or repair necessitated by unauthorized modification and/or repair of the equipment, accident, neglect, misuse, failure to follow the manufacturer’s published operating specifications or, in Acme’s sole opinion, maintenance necessitated by other than ordinary use is not covered by this Agreement. Customer agrees to pay for the foregoing excluded maintenance and/or repair at Acme’s then current per call rates. Adjusting, cleaning, lubricating, and software/system maintenance that are not part of an operator’s duties will be performed as required as part of the normal service call. 4. Replacement Parts Maintenance Service provided on site under this Agreement shall not include replacement of consumable supplies including but not limited to disk media, paper, or toner. All parts needing replacement will be replaced without charge with the exception of those parts needing replacement as the result of any cause other than the ordinary use as intended by the manufacturer. 5. Software Updates All software updates shall be provided at no cost for the host system only. This includes all software build updates for the customer’s current software version. Software updates do not include version upgrades. 6. Unauthorized Software Software not specifically approved by Acme or docSTAR shall void this agreement. Any service call resulting from failure due to a conflict with non-Acme approved software is chargeable to Customer at standard service rates. 7. Service Warranty and Limitation of Remedy Acme warrants to the customer that the service provided hereunder will be performed in accordance with industry practices and material and parts furnished under this Agreement will be free of defects in material and workmanship upon delivery. If any failure to meet the foregoing warranty appears and written notice thereof is provided to Acme, within the term of this Agreement, Acme will correctly perform the service

By

Title

Date

Signature

This document is only meant as a sample maintenance agreement.


identified or replace the defective material or part provided. The foregoing service warranty constitutes the Customer’s sole and exclusive remedy. Acme shall not be liable for any incidental or consequential damages or economic loss including but not limited to loss of profits, revenue or loss of equipment use. If any part of the hardware is required to be shipped back to the manufacturer, the shipping charges will not be covered. 8. Equipment Transfer Any transfer of equipment covered by this Agreement to a customer other than listed above or a location outside of Acme’s normal servicing area automatically excludes such equipment from the terms of this Agreement. Transfer of equipment to a different zone within Acme’s normal servicing area will result in an adjustment of charges to the applicable rate for the new zone. 9. Assignment This Agreement shall be binding on, and inure to the benefit of, the parties to and their respective heirs, legal representatives, successors and assigns. Acme reserves the right to delegate its duties hereunder to one or more independent contractors or another docSTAR dealer. 10. Termination Either party may terminate without notice upon occurrence of a material breach of the terms of this Agreement. This Agreement will automatically renew at the term of the contract or may be cancelled with 60 day written notice prior to term of contract. 11. Modification and Waiver This Agreement constitutes the entire Agreement between the parties with respect to service of the equipment and supercedes all prior and contemporaneous Agreements, representations, and understandings of the parties. No variation or modification of the Agreement whether by the Customer’s purchase order or otherwise and no waiver of any of the Agreement’s provisions or conditions shall be binding unless in writing and signed by duly authorized owner, principals, or officers of Acme and Customer. 12. Headings The subject headings of the paragraphs of this Agreement are included for purposes of convenience only, and shall not effect the construction or interpretation of its provisions. Acme will not be responsible for servicing any peripherals or memories added on the equipment listed in this Agreement, unless a mutual written Agreement for servicing specific, approved peripherals or memory is agreed upon between Acme and Customer. Furthermore, Customer will be required to pay Acme to install and evaluate unapproved peripheral equipment or memories that are to be added to the systems covered under this Agreement. Any system with an Acme approved peripheral device or component will be handled as though that component was purchased from Acme. Any networks and/or networking systems used in conjunction with the docSTAR system herein are not covered under the maintenance Agreement. Any service call resulting from failure of a non-Acme approved component is chargeable to Customer at standard service rates. In addition, Acme will not provide, nor attempt to provide any parts necessary to fix the component. The remainder of the Acme systems will be governed by normal service policies and carry the normal Acme warranty. Effective Date: ____________ Warranty Charges: _____________________ Software & Equipment Covered:

Unit Model Serial #

Appendix M: Sample Release Notes docSTAR 3.11 Release Notes Build 3.11.3 January 5, 2011 Copyright © 2009 – 2010 docSTAR, a division of Astria Solutions Group. www.docSTAR.com Telephone: 518-836-2700 The target audience for this document is trained docSTAR Service Technicians. Please read this document for up-to-date information about docSTAR 3.11. These release notes discuss the following topics:

docSTAR System Requirements Recommended Hardware

Processor Pentium 4 2.0GHz RAM 1 GB or more Video 1024x768, 16-bit color Image Storage RAID with DVD-RAM or other off-site backup

medium

Operating Systems Supported, Host CP, EP, and Workgroup Models Windows XP SP3 (x86) or XP SP2 (x64),

Windows Server 2003 SP2, Windows Vista SP2, Windows Server 2008 SP2, Windows Server 2008 R2 (x64), Windows 7 32 or 64 bit versions unless otherwise indicated.

SP, SPX, Departmental, and Enterprise Models

Each “Server” operating system listed above.

Operating Systems Supported, Client

All Models Same requirements as “CP, EP, and Workgroup” host.

*64-bit operating systems require 64-bit scanner drivers, availability of which may be limited Please note that docSTAR WebWorks has its own operating system requirements as listed in the WebWorks Release Notes. Installing docSTAR 3.11 Before you begin Before you upgrade from a previous version of docSTAR, please be aware of the following: - Whenever you upgrade new software, it is good practice to first backup important files.

Therefore, you should make sure a recent backup has completed recently on your docSTAR host computer. You can view the location used to perform backups by running the Administration program and selecting Backup and Restore.

- If you are upgrading from a previous version of docSTAR, your database will be upgraded for docSTAR 3.11 and will not be compatible with your previous version. Therefore, be sure to backup your docSTAR database as well as any documents in the Inbox.

- Confirm that you have the appropriate license certificates in hand. The Host license for prior docSTAR versions must be upgraded to work with 3.11. In particular, make sure you have a docSTAR 3.11 Host license.

- Stop IIS if WebView is installed. If the docSTAR WebView module is installed on the


Host system being upgraded, IIS (Internet Information Server) should be stopped prior to installing docSTAR 3.11. To stop IIS, click the Windows Start button, choose the Run command, and type IISRESET /STOP in the dialog box. After docSTAR is installed, be sure to reboot the system.

What is on the CD? Below is a list of directories and the purpose found on the docSTAR 3.11 installation CD:

Directory Purpose DOCSTAR The docSTAR installation directory contains MAINMENU.EXE which is the

gateway to other installation and configuration programs. These include, SETUP.EXE can be run directly to install or upgrade docSTAR without going through MAINMENU.

BDP Sample file installer for PackageWorks (formerly called BDP). Dashboard Installer for docSTAR Dashboard and Reporting Module DIRECTX Microsoft DirectDraw 9.0c installation. This is used by the docSTAR setup

program if needed. DOCS Contains the PDF documentation for docSTAR 3.9. DOTNET Framework 1.1, 2.0, and 3.5

These Microsoft operating system components are installed by docSTAR setup if needed.

IELink Installer for docSTAR IELink (Internet Explorer Integration) Module. MDAC Microsoft Data Access Components, installed if needed by docSTAR setup. NetConnect Install package for docSTAR’s remote connection module. PowerShell This Microsoft add-on is installed, if needed, by MAINMENU to support SQL

Server installation. Print Import 5 Install package for docSTAR’s printer-driver import module. SS2K8R2EXPRESS Microsoft SQL Server 2008 R2 Express Edition, with Tools, is provided for

certain docSTAR models. Other models come with SQL Server 2008 R2 Standard Edition, which is provided on separate disk.

WebView Install package for docSTAR’s basic browser-based document viewing module. Also contains sub-folders with Integration Agent and SmartLink modules.

WebWorks Install package for docSTAR’s full feature browse-based document management software.

WindowsInstaller This Microsoft add-on is installed, if needed, by MAINMENU to support SQL Server installation.

Note that the following components which were provided with prior versions of docSTAR are no longer included.

• Adobe Reader -- The setup menu program, described below, offers a link to Adobe’s website, from which the latest Reader can be conveniently downloaded and installed.

• Internet Explorer – All supported operating systems include a suitable version of IE. • MDAC – All supported operating systems include this data access library. • ASPI – Formerly required by SCSI-based scanners.

To install docSTAR 3.11 If you are upgrading from a previous version of docSTAR, refer to the instructions earlier in this section. Then, follow these steps:

1. Close all Windows programs that are currently running on your computer including any prior versions of the docSTAR Host and Client services, if installed. This is important to avoid conflicts that might prevent proper installation.

2. Installing software generally requires administrative rights. Ensure that the user account you are using has administrative rights to perform the installation.

3. Install docSTAR 3.11. Insert the CD in your CD-ROM drive, and the installation menu should start automatically.

If the installation program does not appear, double-click the MAINMENU.EXE program in the docSTAR directory on the CD - or choose Run on the Start menu, type d:\docstar\mainmenu.exe (where d is the drive letter of your CD-ROM drive)

Choose the Host Installation menu item. For new installations, you must install the appropriate database first, as indicated on the screen. For upgrades, you can proceed to install docSTAR Host software.

4. Install Equisys Zetafax (if provided with your model). Find Equisys Zetafax within the Modules item of the main setup menu. Perform each of

the steps, from top to bottom, as listed on the screen. You will be prompted to insert the Equisys Zetafax CD into your CD-ROM drive.

5. Re-Install Other Modules Specifically, TAM integration and Print Import 5 have been updated for compatibility with

3.11 and for enhancements. Reinstallation of these modules is necessary. 6. Install docSTAR 3.11 Licenses. Run the docSTAR Administration program and enter the docSTAR 3.11 license(s). Contact

our technical support department or visit our support portal for the necessary authorization codes.

7. Install Updated ASPI Layer if Needed. If using a SCSI scanner, run the ASPI32.EXE utility found in the ASPI directory. This utility

will install or upgrade the ASPI layer to the latest version. 8. Install ISIS Scanner Driver if Needed. If you will be using a scanner, install the ISIS Scanner driver provided by your scanner

manufacturer. docSTAR does not support TWAIN scanner drivers.

New in 3.11 Please refer to the Features and Benefits document (FABS) or Technical Document. Known issues This section lists known issues in docSTAR 3.11 Auto Import on Multiple Workstations Must Not Monitor Same Folder(s) Auto import may be run within the Client Service on multiple workstations, but only if each monitors separate auto import paths. File access conflicts will occur, leading to duplicate documents and import errors, if multiple workstations import from common, shared paths. Notwithstanding, docSTAR 3.11 supports “multi-instance auto import”, as documented in the Users’ Guide and Addendum, which allows multiple instances of the auto import process to run on a single workstation. Approval / Rejections Stamps Upside Down or Sideways If a rotated, image document is approved or rejected, the approval/rejection stamp (annotation) initially looks correct, but on subsequent loads appears rotated beyond its correct position. We are working with a vendor to correct this. We do not see an issue when the approval or rejection is applied while the document is viewed in its original orientation. Printing Titles and BDP Cover Sheets – Out of Memory Title pages and BDP Cover Sheets are generated in full color at 150 dpi by default, which may fail if available memory is insufficient. No error is displayed and blank sheets are output. (An error is logged.) There is currently a registry setting (Resolution under HKLM/Software/docSTAR/docSTAR/Default) to lower the resolution if this is an issue. A more visible preference setting for resolution is planned. My docSTAR - Updates Changes to PackageWorks names are not immediately reflected in favorites or alerts found in the “My docSTAR” panel. Alerts are updated periodically (every 30 seconds on a local connection, 90 seconds over NetConnect). Favorites are currently not updated to reflect name


changes. In both cases, although the label of the item will be out-of-date, it functions properly: double-clicking it will open the correct item. Technician’s Tools New items in DSTechUtil for PackageWorks are planned. ‘Run-Time Error 0’ Logging Off This error will occur sometimes when the following conditions are true:

• The Inbox window is open. • The GUEST user does not have view rights to any Inbox. • The LogOff button is pressed.

A proper message will report the rights issue and the Inbox will automatically close. However, sometimes, the Run-Time Error 0 will follow it, closing docSTAR. The user may restart docSTAR and resume work. Carry-Over Known Issues The following issues from prior versions remain open. QuickBooks 2005 causes docSTAR Client to hang at splash screen. When docSTAR 3.6 and higher is installed on systems where QuickBooks 2005 is installed or where QuickBooks 2005 has been upgraded to QuickBooks 2007, the docSTAR Client will hang at the splash screen. QuickBooks 2005 registers a file called QBobjproxy.dll. When this file is registered in the Operating System’s registry, it is registered with a CLSID (Class ID) of {00000000-0000-0000-0000-000000000000}. This is an invalid CLSID. To resolve this issue, users will need to upgrade to QuickBooks 2007 AND remove this invalid CLSID. For more information, please refer to the docSTAR Forum or to docSTAR Service Bulletin 6089. IIS may need to be stopped prior to upgrading docSTAR If Internet Information Server (IIS) is in use when a previous version of docSTAR is upgraded, it may cause the upgrade to hang. To prevent this, stop IIS prior to performing the upgrade. Microsoft Visio 2003 file format not supported. Files saved using the Visio 2003 file format will not display correctly. If however, the Visio 2002 file format is used, the display is as expected. Some files from Adobe Acrobat Version 9 not supported With Acrobat Version 9, Adobe introduced a new format, PDF Version 1.7 Extension Level 3. This format goes beyond the standard published as ISO 32000-1:2008, and this extension is not supported by docSTAR. Users of Adobe Acrobat Version 9 should ensure that they elect to save documents as the ISO standard, PDF Version 1.7 to ensure broadest compatibility. This is the format used by Adobe Acrobat Version 8. Zetafax 2008 Compatibility docSTAR is not fully compatible with Zetafax 2008. Certain issues with the Zetafax Administrative API were found. Although a patch is available, docSTAR recommends skipping to Zetafax 2009 or 2010. Zetafax Configuration after Install In the MAINMENU install program, an error is reported if the option to configure the Zetafax client is selected immediately after installing it. Instead, select Zetafax Client Configuration from the Start menu or exit and restart MAINMENU to configure the Zetafax client. Text Extraction from PDF Text extraction from PDF (during filing) uses a new engine. Whereas the new engine is far more widely compatible with various PDF formats than our prior engine, some PDF files (notably, fill-in forms) are adversely affected. Specifically, there is a loss of formatting, such that some text may run together, making search by certain words in effective. We are working with our vendor for a resolution.

OLE2.DLL Errors During Install Sometimes, the installer fails to register DLL’s and OCX’s. In such cases, an error message regarding OLE2.DLL will be displayed many times when the installer reaches the point at which it registers installed components. We have been unable to pinpoint when or why this occurs, but have determined that – when it occurs – many docSTAR files are written to the install folder with “8.3” file names, such as DSImag~1.OCX. If this occurs, the application must be reinstalled.

Best Practices A complete backup should be keep offsite as well as onsite. Part of any Disaster Recovery Plan should include performing regularly scheduled backups of the docSTAR database and Inbox contents. The images of the stored documents should be written to a local media device for easy retrieval, as well as, to a removable media device as a backup. Ideally, a copy of the database, Inbox contents, and the stored document images should be keep on-site for easy restoration in the event of a system failure, as well as offsite, should a total loss of both the system and locally stored backups occur. Performance and Cosmetic Issues Results screen / Extremely Large Result Sets. On systems with a lot of documents, searches that are overly vague can return a lot of data. Due to limitations with some of the underlying Microsoft technologies being used, result sets containing hundreds of thousands of documents can cause “Out of Memory” errors. As a result docSTAR will not return more than 100,000 results for any search. Template Processing / Image Enhancement Options. docSTAR includes Despeckle and other image enhancement option, which can make a noticeable change in document template processing speed. If processing time becomes objectionable, the image enhancement options can be turned off to improve template processing speed. Many scanners incorporate sufficient image enhancement features. Document Viewing / First Open. The first time any document is opened in a given session of docSTAR on a client workstation, there may be a noticeable delay before the first document is shown. This will only occur for the first document loaded. All subsequent documents should load without any noticeable delay. Revision History Build 3.11.1 Alpha and limited beta release.

Build 3.11.2 General beta release. • Bug fixes listed as in 3.10.20 and 3.10.21

• Improved speed in Get Approval/Get Monitor functions achieved on MS SQL 2005 and later through addition of a SQL2005.SQL script in the installer.

• PackageWorks enhancements: packages with new documents are listed in bold; multiple slots may be selected and reviewed successively. Details are in the user documentation.

• Installer: MAINMENU revamped: includes IE Link, WebWorks, and Dashboard; URLScan updated; Lockdown tool eliminated SETUP now installs hardware key drivers for x64 as well as x86.

• Improved VCS performance: faster when editing or running templates. Enhanced VCS Status display (DSClient): supports sorting and resizing; enhanced VCS management: automatic deletion of old VCS’s supported in DSADMIN/DSHOST.


• Inbox bug fix – some operations could produce false “no items selected” message when automatic refresh is enabled.

• Logging out with the Inbox open when GUEST has no permissions would force the Inbox to close sometimes generated a fatal runtime error. Now the Inbox is cleared, but the Window remains open.

• SETUP: an issue with version comparison was sometimes causing files with long names to be installed with 8.3 names (eg. DSImag~1), which would cause error messages (eg. “OLE2 is not a valid image”) during install, requiring a reinstall. The problem has been eliminated by installing these files based on date comparison. Note that this will cause the installer to fail to update a file if its modified date is somehow change. In such a situation, the prior file should be deleted prior to running the installation.

• SETUP: upgrades/updates are now faster because the OIT, Accusoft 16, and Accusoft 16.NET are skipped when no change is needed. (The same improvement had already been made for the Nuance folder.)

• The native file viewer has been updated. See the 3eleven Users Guide Addendum for details.

• The “EnableThumbnails” INI option is now found under the section “[ThumbnailPreferences]” in both SHARED.INI and DOCSTAR.INI. The value in SHARED.INI affects all stations but may be overridden by a value in the local DOCSTAR.INI. The SHARED.INI value is now editable through the DSADMIN System Preferences window. Previously, this setting was found in the “System” section; if still present there, it is ignored.

Build 3.11.3 • Bug fixes listed in 3.10.22.

• Scroll bars no longer disappear from View form’s data panel after running a template.

• XML data for Indexed Import are no longer deleted after running a template, allowing a template to be rerun (or another template to be run), using these data. These data are retained for the life of the document.

• A bug, which prevented Inbox maintenance in DSADMIN, has been fixed.

• Settings import and export, especially for PackageWorks, improved. Several bugs were fixed, and the ability to exchange custom fields and users only as needed for other items was added.

• The Page Options form is resizable, and the number of pages shown will adjust between three and five based on the size and aspect ratio of the form.

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