Troubleshooting for Imaging

Capture Profile

If Perceptive Content Print Dialog box does not display after selecting the Capture Profile, the user may have inadvertently marked the check box 'Always use this profile'.  This check box should NOT be selected.

To resolve:

1. 1. On the Perceptive Content Toolbar, click Settings.

   2. Select Options.

   3. Select Capture in the left navigation pane.

   4. Under the Capture Profile heading, click Manage Profile List.

   5. Select the profile user set as default and click Modify.

   6. Uncheck the "Set as Default Printer Profile" box.

View Images

• Why can’t I view images when I click on the Images button from the Case Summary page?

• • Make sure you are logged in to Perceptive Content prior to clicking on the Images button. Perceptive Content will time a user out after 15 minutes of inactivity.

Locating Images and Tasks for Unregistered Applications

1. Click on the Documents tab from the Perceptive Content Tools Bar. The Perceptive Content Explorer displays.

2. Use the left hand pane to scroll down to the KEES Registration Documents drawer and click on it to search within the drawer.

3. Change the search filter from Application ID to Last Name using the drop-down menu located at the top of the page.

4. Enter the applicant’s last name in the text box and click Go.

5. Double click on the images to view them in the Perceptive Content viewer.

NOTE: If Images do not show up check the case number to see if KDHE has successfully registered the application.

6. Copy the Application ID from the Application ID field located under Document Keys.

7. Navigate to the Task Portlet on the KEES home page.

8. Click the View All button. The Task Inventory page displays.

9. Paste the Application ID into the App ID field and click the Search button. The search results display.

DCF Users Only:

1. 1. • If a task displays in the search results, follow current DCF office policy to communicate with the Clearinghouse if this task needs to be processed quickly.

      • If a task does not return go back and check the image to make sure that the correct document type was used.

      • • If the correct document type was not used the documents need to be re-imaged with the correct document type. If needed, contact KEES Help Desk to have the incorrectly scanned documents deleted.

        • If the images were imaged correctly and a task did not generate, create a manual task for the Clearinghouse using the following values:

        • • Region: KDHE Clearinghouse

          • Location: KanCare Clearinghouse

          • Queue: Data Entry

          • Task: Application – Manual

          • Task Details: Copy and paste the Application ID and include the Last Name associated to the Image.

NOTE: For detailed steps on create a manual task see Adding a Task-KEES Case or Adding a Task-No KEES Case.