Problem:
When importing documents, the following error message is shown in the Desktop Apps History or in the upload notification;
'Unable to load DLL 'KernelAPI.dll''
After inspecting the Desktop Service logs (C:\Windows\Temp\DocuWare\Logs\DocuWare.DesktopService.log), the following error is also shown;
"Unable to load DLL 'KernelAPI.dll': The specified module could not be found."
OR
When opening a Document Processing configuration with a sample document uploaded or creating a new Document Processing configuration using a sample PDF, we get the error
"Calling the Recognition Service failed for unknown reasons."
After inspecting the Desktop Service logs (C:\Windows\Temp\DocuWare\Logs\DocuWare.DesktopService.log), the following error is also shown;
"Unable to load DLL 'KernelAPI.dll': The specified module could not be found."
Solution:
These error messages occur because prerequisites for the DocuWare Desktop Apps are missing. To resolve this behavior, the missing prerequisites must be manually installed.
1. From your workstation, navigate to Control Panel\Programs\Programs and Features, and ensure the following programs are installed:
Microsoft Visual C++ Redistributable 2010 x64, x86
Microsoft Visual C++ Redistributable 2015-2019 x86
2. If you are missing either of these programs, you can download them for installation from here:
Microsoft Visual C++ Redistributable 2010 x64 and x86
https://www.microsoft.com/en-us/download/details.aspx?id=26999
Microsoft Visual C++ 2015-2019 Redistributable (x86) - 14.29.30133:
https://aka.ms/vs/16/release/14.29.30133/VC_Redist.x86.exe
3. If you have a different Visual C++ runtime for 2015 or greater, please uninstall it and install the 2015-2019 Redistributable instead.
After these are installed, please reboot the affected machine and test the behavior again, which should proceed without error.
KBA is applicable to Cloud and On-premise Organizations
