In any case a client or an employee may have issues with PVWA, you will learn how to troubleshoot and solve common problems with the PaperVision Web Assistant.

The ImageSilo Web site is unable to communicate with the PaperVision Web Assistant

(click to enlarge)

This error appears when...

• PaperVision Web Assistant is not installed on the user's machine
• There is a configuration issue with the connection settings
• The application is installed, but not running

Resolving issue with PaperVision Web Assistant

In most cases PVWA may crash or not start up with the computer and will require attention.

Instruct the user with this template below.

1. Look for this icon  in your system tray(located to the bottom right of your screen)
   1. Right click on the icon, a menu should pop up with some options, then click "Exit"
   2. If no menu shows up when you right click, then proceed to step 3
2. Click the start → All Programs → Digitech Systems → PaperVision Web Assistant
   1. The program should be running
   2. You should see this popup on the bottom right indicating that PVWA has started
   3. 
3. If PVWA does not launch, but there is an icon
   1. 
   2. And the icon does not respond to a right-click
      1. Proceed to end the process in task manager.
      2. Press CTRL, ALT, and DELETE keys simultaneously and a dialog will cover the screen, click "Task Manager"
      3. Navigate to Processes tab → Look for DSI.PVWA.Host.exe  and click it once(For convenience, you may click the "Image Name" or "apps"(For windows 10) to organize the process alphabetically).
      4. Click "End Process" and close the task manager
      5. 
   3. Go back up to step 2 and then try to open the document in question from ImageSilo.

Resolving issue for CMC Clients

If the user was recently assigned to Group C then they don't need to install PVWA, instead use the built in viewer.

Send this email template to the employee in question

If the user is in Workflow