Trouble with InfoTrack search

Problem

Either an error is returned or the cost and search documents are not returned from InfoTrack to LawMaster

Solution

Sometimes the searches take a couple of minutes to a few hours to be delivered based on InfoTrack's processing time or if the search is waiting to be completed by a third party. 

NOTE: The steps below assume that integration with InfoTrack has been setup and has been already working. 

If the search still hasn't returned then: 

1. Validate that the SPR parameters in LawMaster are correct and active: 
   1. Go to Parameters > Set Parameters > Searches > Search Providers 
   2. Select the search provider in question (InfoTrack) 
   3. Right click and select Modify 
   4. Check that the InfoTrack username and password is correct and that there are no #'s in the Drop Folder Location and Processed Files Folder 
2. Check the logs to make sure they are error-free: 
   1. Go to Main Menu > System Maintenance > Other > Job Scheduler 
   2. Select "Search Providers - InfoTrack" 
   3. Look at the Details column for any issues
      The error descriptions sometimes tell you what needs to be inspected in the system. 
3. Validate if searches are missing: 
   1. Go to Enquiries > Searches 
   2. Select Matter No from the search drop down 
   3. Click Search 
   4. Enter the matter number 
   5. Click OK 
   6. Is the search in question in the list? 
   7. Right click on the searches grid 
   8. Select New Search > InfoTrack 
   9. Click the Orders button on the resulting InfoTrack web page 
   10. Is the search in question in the list? 
   11. Is there a discrepancy between the list from a) in LawMaster and the list from b) in InfoTrack? 
4. If you host your own DMS (folios): 
   1. Get your IT team to verify the following service on the DMS server is running. Service -> Itrack Service 
   2. If it is stopped, restart the service and the search results within LawMaster should start to update within a few minutes. The most common causes for the service not running are a windows server update or a reboot of the server. 
   3. Usually, the Itrack service is set to Automatic. If this is not the case with your setup, we recommend the Itrack service to be set to Automatic 
   4. If you are experiencing frequent stoppages of this service, you will need to speak with your IT team to investigate the cause. Usually, these are logged under System Events