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Troubleshooting

Please review this page carefully before contacting our support team. You can find more information on the FAQ page.

❗ If you haven't found a solution and need technical support, please describe the issue as detailed as possible, including the steps you took to solve or reproduce it. Also please provide the log file, which can be found in the Web API installation directory. This will help us to find and fix the issue. Thank you!

Documents are not recognized or recognized incorrectly

  1. Check that you have the latest versions of SDK and document database installed
  2. Make sure that the document image meets our quality requirements
  3. Please send the incorrectly recognized document sample to our support team

Supplied license either corrupted or expired

  • Check if the regula.license file is in the expected location. The absolute path should be as follows: /app/extBin/unix_x64/regula.license.
  • Check if the container has access to the internet, at least to https://lic.regulaforensics.com/ URL. In case a direct internet connection is not an option, please configure Docker to use the proxy server guide.
  • Check if the license type is "On-line" (supplied within the OLXXXXX.zip archive, not the SLXXXXX.zip one)
  • Check if the license is sufficient to request the desired number of workers. Each license is issued for a specific number of workers; thus, it is not possible to run the container if the number of requested workers exceeds the number defined in the license.
  • Contact us to check whether the license has expired or been deactivated.

Permanent container restart

  • Check if the allocated RAM is sufficient (at least 2Gb RAM per worker is required)
  • Check if the container has access to the internet, at least the https://lic.regulaforensics.com/ URL. In case a direct internet connection is not an option, please configure Docker to use the proxy server guide.

Why do I get a 'null' or "Result of this type is not available" response?

  1. Make sure that the image meets our quality requirements
  2. Check if the document you submitted actually contains the requested result type

Error "Processing timeout". How to increase the maximum document processing time?

C:\Program Files\Regula\Document Reader Web API.env

Note: Use single quotes '' to provide file system path

workers group

DOCREADER_WORKERS="4"

DOCREADER_TIMEOUT="30"

DOCREADER_BACKLOG="40"

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