Hyland OnBase is a powerful enterprise content management (ECM) platform used by organizations worldwide to streamline business processes, manage documents, and integrate data. But like any enterprise platform, OnBase isn’t immune to technical hiccups. Users and admins often find themselves in troubleshooting mode—trying to resolve slow performance, failed workflows, integration glitches, or access issues.
If you’ve landed here, you’re likely searching for Hyland OnBase troubleshooting tips. We’ve got you covered—with practical advice, common pitfalls, and a better long-term strategy to reduce or eliminate the need for reactive troubleshooting altogether.
🔍 Common Hyland OnBase Issues and How to Troubleshoot Them
1. Performance Degradation or Slowness
Symptoms: Pages load slowly, queries lag, or workflows take longer than expected.
Troubleshooting Tips:
- Check SQL database performance—slow queries or blocked transactions are often the culprit.
- Examine OnBase application server logs for processing bottlenecks.
- Validate that resource-intensive processes (like OCR or large batch imports) aren’t overwhelming the system.
- Consider whether too many clients are connected at once, exceeding your infrastructure’s capacity.
2. Workflow Failures or Delays
Symptoms: Workflows don’t advance, get stuck, or trigger incorrectly.
Troubleshooting Tips:
- Inspect workflow queues for bottlenecks or unprocessed items.
- Ensure all dependencies (external systems, scripts, etc.) are online and responding.
- Review the configuration of timers, notifications, or custom code that may be failing silently.
- Check the Application Server Service logs for workflow engine errors.
3. Document Import or Capture Failures
Symptoms: Scanned documents aren’t showing up in OnBase, or ingestion errors occur.
Troubleshooting Tips:
- Confirm that scanning services (like Unity Client or Import Processor) are running and properly configured.
- Validate file path access and permissions for watched folders or ingestion points.
- Look into Datacap or other capture tools for integration issues if using hybrid setups.
4. Integration and API Issues
Symptoms: OnBase isn’t syncing or communicating with third-party apps (ERP, CRM, RPA, etc.)
Troubleshooting Tips:
- Check connection strings and credentials in configuration files.
- Monitor API transaction logs for timeout errors or authentication failures.
- Confirm that required endpoints (web services, DLLs, REST calls) are active and accessible.
- Validate that all dependencies (DLLs, plugins, extensions) are up to date and compatible.
5. User Access or Authentication Problems
Symptoms: Users can’t log in, permissions errors, or group-based restrictions not applying.
Troubleshooting Tips:
- Ensure directory services (like Active Directory or LDAP) are syncing properly.
- Review user group membership and security keyword configuration.
- Check for expired passwords or disabled accounts in OnBase or SSO providers.
🚨 The Real Problem? Reactive Troubleshooting Isn’t Sustainable
Even with the right expertise, traditional OnBase troubleshooting is time-consuming, reactive, and error-prone. Most issues aren’t discovered until end-users complain—putting pressure on IT, eroding trust, and increasing the risk of SLA breaches.
That’s why leading organizations are turning to proactive ECM observability and service-level assurance tools to eliminate blind spots and catch issues before they affect users.
✅ A Smarter Approach: 24/7 OnBase Observability with Reveille
Instead of waiting for OnBase to break, what if you could monitor its health, behavior, and performance in real time?
Reveille Software provides purpose-built observability for ECM platforms like Hyland OnBase, giving IT teams and service providers deep, 24/7 visibility into:
- Application responsiveness and workflow execution
- Failed imports, API timeouts, and user access issues
- System integrations and bottlenecks across OnBase and dependent systems
- Alerts and diagnostics—before users are affected
No more guessing. No more post-incident forensics. Just real-time insight, automated alerting, and faster root-cause identification.
🛠️ From Troubleshooting to Total Assurance
Reveille doesn’t just monitor Hyland OnBase—it empowers you to:
- Detect anomalies before users do
- Prevent service disruptions
- Prove SLA compliance
- Resolve issues faster
- Free up IT teams for higher-value work
If you’re ready to stop troubleshooting and start proactively managing your OnBase environment, Reveille is your next step Plus, Reveille offers an entirely configurable setup, meaning deployment is rapid and seamless.
🚀 Ready to Eliminate OnBase Troubleshooting?
Explore how Reveille’s ECM observability platform can help you move from reactive firefighting to proactive assurance.
