If a number of documents have been scanned in as a single batch, please bear in mind that regardless of whether these documents have been separated in Capture, the documents will not export out of the system until all documents have been verified.
To establish if this is the cause, check the track ID of the documents in question in the processing area of Capture. A batch will feature the tracking ID followed by a slash and the page number. For example - if five documents are scanned they will have a tracking ID followed by /1, /2, /3 etc. Once all of the documents in the batch have been verified the export will be processed.
An invoice can also become stuck if it's a duplicate of another which has already been exported. Although not a common situation, if a network error prevents or delays processing then it may be tempting to upload the invoice again which will become stuck trying to export as it's a duplicate - clicking the eye icon on the document's History tab will show if this is the case. Once the network is operating normally and the original has exported then it is only necessary to delete any of the stuck invoice duplicates.
If all of the documents in the batch have been verified, then the next step is to check that the Access Readsoft Broker windows service has been started. This runs on one of the servers within the organisation and this will need to be checked with the IT department.
If IT have checked the broker service and confirmed:
It is indeed running
OR
It has stopped, but will not start again
OR
You are an Access Hosted Customer and therefore unable to check the service yourself
This can also be caused by firewall settings. Please ensure that traffic goes to https://document.accessacloud.com rather than an IP Address. Also, if IP addresses are used then permit our public address blocks in order to account for any future changes, these are:
212.54.128.0/19
109.233.48.0/21
185.113.240.0/22
Please see the following Get support in Access Capture and reference the title of this article.