MyQ Scan Review
MyQ Scan Review
Breadcrumbs

Troubleshooting

If you encounter problems during setup or operation, use the following table to identify common causes.

Problem

What to check

Cannot select HTTPS certificate when pairing with server

Follow instructions in Verify Private Key Permissions below.

Cannot access the Scan Review web interface

Verify that the MyQ Scan Review service is running, the correct port is configured, and Windows Firewall allows incoming connections.

Cannot sign in with MyQ

Verify the MyQ server URL, OAuth redirect URL, and that the required certificates are trusted.

MyQ cannot send scanned documents to Scan Review

Verify that the connector URL is correct and that the MyQ server can reach the Scan Review server on the configured port.

PDF signing is unavailable

Verify that the signing certificate is installed in the Local Computer > Personal (LocalMachine\My) certificate store, has not expired, and that the MyQ Scan Review service account has access to its private key.

Approved documents are not delivered

Verify the configured document destination, check the hot folder or SFTP connection settings, and review the Scan Review logs for errors.

Configuration changes do not take effect

Restart the MyQ Scan Review Windows service.

Scan Review writes log files to the logs folder in the Scan Review data directory. By default, log files are rotated daily, and the 14 most recent log files are retained.

Verify Private Key Permissions

The Windows service must be able to access the certificate's private key.

First, identify the account that the service is running under:

  1. Open services.msc.

  2. Locate Scan Review.

  3. Open Properties and select the Log On tab.

  4. Note the account used to run the service. Typical examples include:

    • Network Service (default)

    • Local System

    • Local Service

    • A dedicated domain service account

Next, verify that this account has permission to use the private key:

  1. Open certlm.msc.

  2. Go to Personal > Certificates.

  3. Right-click the server certificate and select All Tasks > Manage Private Keys.

  4. Confirm that the service account has at least Read permission.

If the account is not listed:

  1. Click Add.

  2. Select the service account.

  3. Grant Read permission.

  4. Click OK.