DocuFire Technical Support

Technical Support is available during regular business hours Monday to Friday, 9am to 5pm. Our target response window is 4 hours.

Email Technical Support

State your issue in as much detail as possible and and include Print-Screens if possible. Use Alt-Print Screen to capture the information and paste it in Microsoft Word and email it to us. If you require immediate support, use the telephone Technical Support below.

Email Support at: support@docufire.com

Telephone Technical Support

Ensure that you are at the console of the computer that is experiencing the issue. Quite often support issues require resolution on the DocuFire server, to clear a stuck job, fix a printer connection, etc.. Please ensure that someone is available that has access to logging in to the DocuFire Server in order to resolve issues at the time of calling.

Call Toll-free: 1-866-977-1080, option 3

Need to upgrade your DocuFire for Windows installation?

It's easy. The Automatic Updates feature launches each time you open the the DocuFire Server Manager and if an update is available you will be prompted to install it or continue. To upgrade, simply follow the prompts.

Got questions?

Checkout the DocuFire for Windows User Manual. Most installation and operational issues are covered here.

DocuFire User Manual (PDF)

How to create a Microsoft Exchange SMTP Receive Connector

See this article:

http://www.docufire.com/download/How to create a Microsoft Exchange 2007 or 2010 SMTP Receive Connector.pdf

How to configure Office 365 for SMTP Relay with DocuFire

See this article:

Configure a connector to send mail using Office 365 SMTP relay

Go directly to the section "Step-by-step configuration instructions for SMTP relay"

Note that Microsoft imposes limits on SMTP relay, see more here;

https://docs.microsoft.com/en-us/compliance/assurance/assurance-resource-limits

DocuFire offers an SMTP Service that does not impose limits on sending, see more here;

https://www.docufire.com/smtp

How to configure GMAIL for SMTP Relay with DocuFire

See this article:

https://support.google.com/a/answer/2956491

In Step 6 (Allowed senders section) select "Only addresses in my domains"
In Step 7 (Authentication section) select "Only accept mail from the specified IP addresses"
In Step 9 (Encryption section) DO NOT check the "Require TLS Encryption"

How to sync the DocuFire Server Computer time using an external time source

If you are using a Windows Active Directory Domain (most networks) the Primary Domain Controller typically controls the time settings for the domain.

To set the time server for a DOMAIN run this on the PDC (Primary Domain Controller) from an elevated command prompt
w32tm /config /manualpeerlist:us.pool.ntp.org /syncfromflags:manual /reliable:yes /update

To set the time server for a standalone computer run this from an elevated command prompt
w32tm /config /manualpeerlist:us.pool.ntp.org

How to move your DocuFire Working Directory to another drive

1. Open DocuFire Server Manager and select “Stop All Services” in the console header
2. From DocuFire Server Manager Help menu, open DocuFire License Manager, select “Deactivate DocuFire” and then close DocuFire License Manager and Server Manager
3. Open Programs and Features in Control Panel and uninstall DocuFire for Windows
4. Run the DocuFire installer as administrator and select “Custom Setup” and edit the Working Director path under the DocuFire Server node and set the new location. After the installer finishes, complete the DocuFire Server Setup Wizard
5. Move the following folders from the old location to new location.
   a. Users
   b. Job
   c. Support\Custom
6. Set folder permissions on the new DocuFire root and ensure Users Group has modify rights