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Problem

GlobalSearch Extensions is the go-between application that talks to the client and server to allow the use of peripheral hardware or software with the web interface, such as using TWAIN enable scanners to interface with the GlobalCapture Scan Station, or printing documents to a PDF from the web viewer.

There can be issues with GlobalSearch Extensions, however, though most are fairly routine and easily fixable. We've outlined a couple of the most common issues below.

I Can Only See "Scan" in my Extensions Web Page

This is likely an issue with your API address. Correcting this should be fairly simple.

  1. Navigate to the GlobalSearch Extensions web page
    1. This can be done by right clicking on the icon in the system tray and hitting "GlobalSearch Extensions"
    2. It can also be done by hitting the "GlobalSearch Extensions" puzzle piece icon in the web client
  2. Click "Settings" and on the "Square 9 Authentication" Panel, click the ellipses and hit "Edit"
  3. Ensure that the username is that of the user who is using the application, and the domain is correct, along with the password
  4. Ensure the API is pointing to the server - by default this may be set to "localhost"
  5. Once this is done, all modules should show up in the extensions menu

I Can't Scan - Unable to Connect to GlobalSearch Extensions

There's a very good chance that your scanner isn't using ports consistently. Correcting this is fairly straight forward.

  1. Check the ports that GlobalSearch Extensions is using.This can be found in the Extensions Settings -→ Ports 
    1. Default ports are 9080 and 9443 for http and https, respectively. 
    2. We suggest switching them to 19080 and 19443.
  2. Find your "Scan" Module in the GlobalSearch Extensions Menu
    1. If it is not already, flip the Scan Option toggle so that it's activated (green)
       
  3. Navigate to "Scan" on the left menu column
    1. Providing your scanner is supported and TWAIN Drivers have been installed, you should see your scanner showing up here. You'll be able to configure its TWAIN profile through here as well.
  4. Navigate to your GlobalCapture Scan Station and hit the "settings" gear in the top right
  5. Hit "Scanner"
  6. If you see an orange error, there's a good chance we have some potential port conflicts
  7. As in the error above, we can see that both the ports are wrong, and SSL is enabled, which is NOT enabled in our extensions menu 
  8. If the ports are incorrect, make the requisite changes, as well as turning SSL on or off as necessary for your environment. 
  9. Hit save and refresh the page
  10. If everything is done correctly, next time the scanner options are opened, you should see this:
  11. At this point, your scanner should be properly configured to use with GlobalCapture.


GlobalSearch Extensions Quit and Won't Start

If Extensions quits out and won't restart, it's possible that its helper application, web helper, has hung.

To restart web helper, you'll have to terminate web helper in Task Manager. Do the following:

  1. Open Task Manager
  2. Look for a process named "Square9.ExtensionsWebHelper.exe" and terminate the process
  3. Attempt to restart GlobalSearch Extensions

I'm having Issues With GlobalSearch Extensions - How Can I Do Complete Clean Re-Install?

The important thing to know about GlobalSearch Extensions is that it is an application that operates independently on a user-by-user basis. The application will need to be installed for each user, even if they share a machine. The user running the installation will need rights to write to their temporary directory. It may be necessary to run this installation with temporary administrative permissions.

To Cleanly Uninstall Extensions Do the Following:

  1. From the Task tray, right click the GlobalSearch Extensions Icon and hit "Show Location" - this will bring you to the GlobalSearch Extensions directory in your Temporary directory
  2. Back out one folder level. You will likely see a lot of directories in here with strange names like "glob...tion_dae1244566..." keep this directory open in the background
  3. Turn off the application by right clicking the icon in the system tray and hitting "exit"
  4. Ensure the Square9.ExtensionsWebHelper process is terminated through task manager
  5. Go into the "Add or Remove Programs" menu in the Control Panel
  6. Select GlobalSearch Extensions and when prompted, select "Remove this Application"
  7. Once the installation is done, you will need to check the user's temporary directory to ensure all temp files have been deleted.
  8. Open your file explorer Window that you had navigated to in Steps 1 & 2
    1. If you have closed this window, you can manually navigate to this directory by going into C:\Users\YOURUSER\AppData\Local\Apps\2.0
    2. In the 2.0 Directory, you should see a randomly named alphanumeric directory. Enter it, and into the subdirectory within it. This will bring you to the temporary directory that houses GlobalSearch extensions.
  9. There should no longer be any Files that start with "glob..." - if there are, delete them completely
  10. Navigate to C:\Users\YOURUSER\AppData\Local\Square_9_Softworks
  11. Delete the GlobalSearch_Extensions directory

At this point Extensions should have been completely uninstalled. You should now be able to do a fresh, new install, using the directions as follows.

Properly Installing GlobalSearch Extensions

  1. Download the setup media from your GlobalSearch webpage.
  2. Right click and run the media as an administrator
  3. The installer should download several files, including a QBFC file and the Extensions media
  4. Let these run and install
  5. Towards the end of the install, a console window should pop up very briefly and quickly disappear. This is the Square9.cert application - if the installation errors out on this step, there are likely permissions issues.
  6. Once that has been done, the installation should complete.
  7. Providing the application boots, the first order of business should be to right click on the application in the system tray and hit "GlobalSearch Extensions" which will bring you to a local website where the user in question should enter their username, password and domain. Also take the time to ensure the URL to the API is correct, as it may be erroneously set to "localhost" instead of the server name. 
  8. Once that is done, your user should be able to see extensions on the extension webpage.



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