This error is caused by invalid user credentials in the Readsoft Broker Service.exe.config file, which the Broker Service uses to connect to Access Document Management. Unless you are an Access Hosted customer, you can resolve this internally. You will need:
Access to the server hosting the Access Readsoft Broker Service.
Permission to stop and start a Windows Service.
Permission to modify files in the Access Readsoft Broker Service directory.
Once you have the above, follow these steps:
On the PC hosting the Access Readsoft Broker Service, locate the service's directory.
đ Note: The service is often named Access Readsoft Broker Service but may be named Readsoft Broker Service followed by a customer name.
Open services.msc on the PC and find the service.
Right-click the service and click Properties.
Use the Path to executable to navigate to the Broker Service directory.
Open the Readsoft Broker Service.exe.config file from the service's directory.
Search for <ADM> in the file.
This takes you to the node storing the Access Document Management user credentials.
Update the UserName or Password in the stored credentials fields.
Save the changes to the Readsoft Broker Service.exe.config file.
Stop and start the Broker Service in Services.
Re-process the failed document export.
Another possible cause is account lockout. If the credentials in the Broker Service config are for an account also used for day-to-day Workspace logins, too many logins from different IP addresses may cause Workspace to lock the account and require human verification. Because the Broker Service cannot complete this, authentication fails. To resolve this, log in to Workspace with the affected account and complete the 'I'm not a robot' verification, then log out. Afterwards, re-verify the invoice in Capture. â ď¸ Warning: Re-verifying a document sends a duplicate transaction to the target system. If Two-Factor Authentication (2FA) is enabled for a Workspace login or your domain, Capture users will see this error because it cannot file the image in Access Document. There are three ways to resolve this:
Remove 2FA from the Workspace account that Capture is using â the simplest solution with no further changes required.
Create a new Access Workspace user account without 2FA, assign a Member Role to Access Document, and provide the Access engineer with the email address and password so they can update the Capture configuration.
If 2FA is applied at the domain level, create a new Access Workspace user account, assign a Member Role to Access Document, and provide the Access engineer with the username and password so they can update the Capture configuration.
For options 2 or 3, confirm you can log in to Workspace as the new user using only the email address or username and password. If Workspace prompts you to update a temporary password, complete that before logging out. After logging out and back in again, only the email address or username and password should be required to log in. For options 2 or 3, raise a new case with Access so the Capture configuration can be updated. If you are an Access Hosted customer, see Get support in Access Capture and reference: 'Value cannot be null. Parameter name: source'.