Scanning - known Perceptive errors
Problem
When working in Avatar using document scanning, there are sometimes errors encountered when Avatar communicates with the Perceptive server for this purpose. While none of of these have a definitive solution, we wanted to list the known errors.
Malformed Request
Authorization from external provider was unsuccessful
An error occurred communicating with the server
Solution
As noted above, there is not a direct solution to these errors. The issue lies with Avatar successfully establishing a connection with the Perceptive server, and as such, the only workaround at this time is to log out of Avatar and back in, establishing a new Avatar session and potentially a successful connection with the Perceptive server.
Please note that if any of the above issues are persistent (i.e. occurring more than 2+ times consecutively), please note the date/time of the error and report it to the Help Desk. While we expect a solution for the "Authorization from external provider" error in May 2019, we are still working with Netsmart to research and analyze errors and they need the date/time to know where to look in their logs.
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