Note: For more detailed tutorials and information on hot folders, please visit the Infigo Academy at Infigo Academy.

1. Overview

Occasionally, users may encounter the error message "Copy to hotfolder skipped" when processing orders in the Infigo web-to-print platform. This issue typically arises when the system fails to match an order with the appropriate hotfolder, preventing the artwork from being automatically transferred for production. This article provides a comprehensive guide to identifying the root cause of this error and implementing solutions to ensure smooth order processing.

2. Contents

1. Overview
2. Contents
3. Key Points and Takeaways
4. Problems This Solves
5. Key Settings
6. Scenario-Based Guide
   • Scenario 1: "Copy to Hotfolder Skipped" Error During Order Processing
7. FAQs
8. Troubleshooting
9. Alternate Search Terms

3. Key Points and Takeaways

• The "Copy to hotfolder skipped" error occurs when the system cannot find a matching hotfolder for an order.
• This issue may be caused by misconfigured hotfolder mappings.
• Disabling the "Use hotfolder for Infigo Connect" setting can resolve the error in some cases, if you are not using Connect integrations.

4. Problems This Solves

• Automated Artwork Transfer Failure: Prevents interruptions in the workflow by ensuring artwork is correctly copied to designated hotfolders.

5. Key Settings

• Hotfolder Configuration

  • Path: Configuration > Print Locations > Edit HotFolder Mapping
  • Explanation: Manages the settings for each hotfolder, including whether it is used for Infigo Connect. Proper configuration ensures orders are correctly routed for production.

• AutoCopyToHotFolder Settings

  • Path: Infigo Settings
  • Explanation: Determines whether orders of different product types are automatically copied to hotfolders. Enabling this setting allows for flexible routing but requires additional mapping for accurate routing between multiple hot folders

• copyForEachCreation Setting

  • Path: Infigo Settings
  • Explanation: Controls whether a separate copy of the artwork is created for each order creation. Setting this to False may lead to skipped hotfolder copying if mismatches occur.

6. Scenario-Based Guide

Scenario 1: "Copy to Hotfolder Skipped" Error During Order Processing

Problem:

After placing an order on your storefront, the order status displays "Copy to hotfolder skipped", preventing the artwork from being transferred to the designated hotfolder for production. This error occurs despite previous successful order processing without any issues.

Solution:

1. Identify the Affected Hotfolder

   • Navigate to Hotfolder Settings:
     • Go to Configuration > Hotdolders and Print Locations in your admin panel.
   • Locate the Specific Hotfolder:
     • Identify the hotfolder associated with the problematic order.

2. Review Hotfolder Mapping Settings

   • Check Mapping:
     • Ensure that the "Edit Mapping" option is appropriately configured.
     • Use this section to define the conditions under which artwork from orders is directed to this hot folder.
     • All mapping options are optional. The best matching Hot Folder will be used.
     • 

3. Disable "Use hotfolder for Infigo Connect" (If Necessary)

   • Turn Off the Setting:
     • If you determine that the hotfolder should not be used for Infigo Connect, disable the "Use hotfolder for Infigo Connect" setting, again under the Edit Mappings screen.
     • Click "Save" to apply the changes.

4. Clear Browser and Platform Cache

   • Clear Browser Cache:
     • Instructions vary by browser; refer to your browser's help section to clear the cache.
   • Clear Platform Cache:
     
     • Click "Clear Cache" to refresh the platform's cached data (top right of the admin window).
     • 

5. Place a Test Order

   • Simulate an Order:
     • Use a test account to place a new order that would normally trigger the "Copy to hotfolder skipped" error.
   • Verify Hotfolder Transfer:
     • Check if the artwork is successfully copied to the designated hotfolder without skipping.

6. Review Other Hotfolders (If Applicable)

   • Ensure Consistency:
     • Repeat the above steps for other hotfolders to ensure that the issue is not present elsewhere.

Notes:

• The "Copy to hotfolder skipped" error typically indicates a mismatch between  hotfolder mappings.
• Disabling the "Use hotfolder for Infigo Connect" setting can resolve issues where hotfolders are incorrectly handling orders.
• Ensuring that all relevant hotfolders have the correct settings prevents future errors and maintains efficient order processing.

7. FAQs

Q: What does the "Copy to hotfolder skipped" error mean?

A: This error indicates that the system was unable to match an order with a designated hotfolder, preventing the automatic transfer of artwork for production.

Q: Why am I seeing this error only for certain orders?

A: The error may occur if specific hotfolder mappings do not align with the incoming orders, causing mismatches in the automated routing process.

Q: How can I prevent this error from happening again?

A: Regularly review and update hotfolder configurations to ensure they correctly match your order processing criteria. Additionally, disable unnecessary settings that may interfere with automated processes.

Q: Can I manually transfer artwork if this error occurs?

A: Yes, if the automated process fails, you can manually copy the artwork to the appropriate hotfolder to continue with production.

8. Troubleshooting

• Persistent Issues:

  • Verify Hotfolder Mappings:
    • Ensure that all hotfolders have the correct mappings and tags to match incoming orders.
  • Review Order Details:
    • Examine the specifics of orders that encounter the error to identify any patterns or common factors.

• Contact Support:

  • If the issue persists after following the above steps, please reach out to our support team for further assistance.
    • Note: Contact support by navigating to the Support section within your Infigo dashboard.

Note: For additional resources and tutorials on managing hotfolders and resolving related errors, visit the Infigo Academy.

1. Overview

This article guides you through the process of configuring your Infigo software to automatically deliver files to your print locations or hotfolders. By setting up your system correctly, you can streamline your workflow, reduce manual interventions, and ensure that your files are delivered efficiently and securely. This article focuses on troubeshooting specific issues.

For additional information and detailed tutorials, the Infigo Academy offers extensive resources on this topic. Visit the Infigo Academy to search and browse our content.

2. Contents

1. Overview
2. Contents
3. Key Points and Takeaways
4. Problems This Solves
5. Key Settings
6. Scenario-Based Guide
   • Scenario 1: Files Not Automatically Delivering to Hotfolders
   • Scenario 2: Unable to See Files in Hotfolders Due to Permission Issues
   • Scenario 3: Using a Single Hotfolder Across Multiple Storefronts
7. FAQs
8. Troubleshooting
9. Alternate Search Terms

3. Key Points and Takeaways

• Proper configuration of mapping targets (tags, groups, etc) and hotfolder mappings is crucial for automatic file delivery.
• The Infigo Sync utility must be installed on a Windows PC or server; it is not compatible with macOS.
• User permissions on your server can affect visibility and access to files in hotfolders.
• Currently, using multiple hotfolders for different storefronts is necessary; a single hotfolder for multiple storefronts is not supported at this time.
• Regularly monitoring the Shared Print Operations (SPO) table helps track the status of your orders and file deliveries.

4. Problems This Solves

• Eliminates the need for manual file transfers to hotfolders.
• Resolves issues with files not appearing in hotfolders due to misconfigurations.
• Addresses permission-related problems that prevent users from accessing files.
• Clarifies how to manage hotfolders across multiple storefronts effectively.

5. Key Settings

• Infigo Sync Utility

  • Path: Download from the Infigo Help Centre and install on your Windows PC or server.
  • Explanation: Synchronizes files from the Infigo platform to your local hotfolders. Requires proper configuration with the correct keys and must run on a compatible Windows system.

• Hotfolder Configuration

  • Path: Administration > Configuration > Hotfolders and Print Locations
  • Explanation: Hotfolders are designated destinations for file deliveries. They need to be set up and mapped accurately to product tags.

• API Tokens

  • Path: Contact Infigo Support for assistance generating API Tokens
  • Explanation: API keys authenticate the Infigo Sync utility. Use platform-level API keys to access all hotfolders under a print location.

6. Scenario-Based Guide

Scenario 1: Files Not Automatically Delivering to Hotfolders

Problem: Files from recent orders are not automatically appearing in the designated hotfolders, necessitating manual intervention.

Solution:

1. Check Hotfolder Mappings:

   • Go to hotfolder settings: Administration > Configuration > Hotfolders and Print Locations.
   • Select or create a hotfolder within a print location and click Edit Mapping
   • 
   • Confirm that hotfolders are correctly mapped to the relevant targets.
   • 
   • Save all changes to mappings.
2. Verify Mapping Targets:

• • Navigate to and ensure the targets for hotfolder mapping are configured correctly.
  • Hotfolder mapping can be applied to many areas of Infigo, however in order to function they need be be configured correctly, for example:
  • If using Tags as a mapping target, ensure the relevant tags are applied to relevant products.
  • If using Customer Roles as a mapping target, ensure all relevant customers have been assigned the correct role.

1. Confirm Infigo Sync Utility Installation:

   • Ensure the Infigo Sync utility is installed on a Windows PC or server.
   • Remember, macOS is not supported for the Infigo Sync utility.

2. Validate Infigo Sync Configuration:

   • Open the Infigo Sync configuration file on your server.
   • Check that you are using the correct API key (preferably a platform-level API key for broader access).
   • Ensure all settings align with the Infigo Sync setup guide.

3. Monitor Order Status in SPO:

   • Access the Shared Print Operations (SPO) table: Administration > Shared Print Operations.
   • Refresh the table after placing an order to observe status updates.
   • Look for status changes such as "InHotFolder" or "Verified" to confirm processing stages.

Scenario 2: Unable to See Files in Hotfolders Due to Permission Issues

Problem: Files are reportedly delivered to the hotfolders, but users cannot see or access them due to permission restrictions.

Solution:

1. Check Server Permissions:

   • Verify that the user accounts accessing the hotfolders have the necessary read and write permissions.
   • Adjust permissions in your server's file management system as needed.

2. Consult IT Support:

   • Work with your IT department to ensure proper network and folder permissions are set.
   • Confirm that there are no network policies blocking access to the hotfolders.

3. Test Access Across Devices:

   • Try accessing the hotfolders from different devices or user accounts to identify if the issue is user-specific.
   • Note: If the issue persists across devices, it's likely a server-side permission problem.

4. Review Infigo Sync Logs:

   • Locate the Infigo Sync log files on your server.
   • Check for entries indicating successful downloads or any errors during the file transfer process.

Scenario 3: Using a Single Hotfolder Across Multiple Storefronts

Problem: You want to use a single hotfolder for multiple storefronts to centralize file retrieval, but the current setup requires separate hotfolders for each storefront.

Solution:

1. Understand Current Software Limitations:

   • Currently, Infigo requires individual hotfolders for each storefront.
   • The software does not support mapping multiple storefronts to a single hotfolder natively.

2. Set Up Individual Hotfolders:

   • Create separate hotfolders on each storefront with unique names (e.g., "StorefrontA_EventLabel", "StorefrontB_EventLabel").

3. Map Targets at Storefront Level:

   • In each storefront, ensure the relevant mapping targets are fully configured then set up the hotfolder mappings within:
   • Path: Administration > Configuration > Hotfolders and Print Locations > (Select Hotfolder) > Edit Mapping

4. Alternative Workflow Consideration:

   • If managing multiple hotfolders is impractical, consider implementing a server-side script to consolidate files from individual hotfolders into a single directory.
   • Note: This requires custom development and should be coordinated with your IT team.

7. FAQs

• Can I install the Infigo Sync utility on a Mac?

  No, the Infigo Sync utility is only compatible with Windows PCs or servers.

• Why aren't files appearing in my hotfolder even though orders are processed?

  This could be due to incorrectly set up mapping targets (such as tags, customer roles, product groups, etc) or hotfolder mappings. 

• I'm receiving a warning about duplicate hotfolder names. Should I be concerned?

  Yes, duplicate hotfolder names can cause conflicts. Ensure each hotfolder has a unique name, especially when they are for different storefronts.

• How do I access the Infigo Sync log files?

  The log files are located in the installation directory of the Infigo Sync utility on your server. Review these logs to troubleshoot file transfer issues.

• Can I use a single hotfolder for multiple storefronts?

  Currently, Infigo requires separate hotfolders for each storefront. This may change in future software updates.

Not only are we able to output your artwork to an FTP or API location, but we have developed our own Windows-based program called Infigo Sync (formerly known as Catfish Sync) that allows you to download your print-ready PDFs, as well as your job tickets, invoices, packing slips, and XML outputs. 

How does it work?

Infigo Sync is installed on a local Windows-based machine in your network, or wherever you wish to download the files to, and it periodically downloads all of your file outputs to a local folder which you can designate.

You can run it either through the console mode, which is a .exe file, or you can configure the Windows service it installs to run however often you need it to. 

Note: Sync will download all files placed in the storefront hotfolder, regardless of their filename. The filename only affects whether the system can update the job status back in Shared Print Operations. (See next section.)

How often does it download files?

By default, Infigo Sync polls our servers for outputs every 30 seconds. This can be configured, however 30s is the most frequent it can download as having it download any more rapidly will cause negative effects on the platform it is downloading from.

Can I name my files?

To an extent, yes. The artwork output files themselves can have their naming structure changed, however the job tickets, packing slips, invoices, and XML outputs all use fixed naming templates. 

Important – Filename Format for Status Updates

Your output files will download regardless of name, but if you want Infigo Sync to update the job status in Shared Print Operations, the filename must start with a specific pattern.

👉 The required starting pattern is:

This means the very beginning of every output file that should trigger status updates must follow this exact structure.

✔ Example filenames that will allow status updates

❌ Example filenames that will NOT update status (even though they download)

This correct pattern replaces the previous suggestion in the article that “JobType_OrderID_JobID_” is sufficient — in practice, the filenames must begin with the tokens in the exact order shown above for Sync to link them to SPO jobs.

Tip: You can append additional tokens (such as %ProductName%, %CheckoutAt%, timestamps, etc.) after the required prefix. But the prefix must come first.

Where can I install it?

Any Windows-based machine powerful enough to run Windows 7 will be strong enough to run Infigo Sync, and it's a fairly lightweight application so you could even run it from your workstation. Please note that it has to be installed on a Windows operating system — macOS will not natively support this feature. However, if you run Windows in a VM (e.g., Parallels on Mac), Sync will run while the VM is active. 

How do I install it?

We have a helpful video guide and article which walks you through the installation. 

• Video Guide: https://academy.infigo.net/p/488/installing-and-configuring-infigo-sync
• Help Article: https://academy.infigo.net/p/1462/setting-up-and-installing-infigosync 

(Technical note: you cannot run multiple Sync instances pointing at the same machine unless configured with separate Storefront API keys — this is covered in our detailed setup guide.)

Why am I getting the error “Sync Installer Setup Wizard ended prematurely”?

The Infigo Sync installer tends to only end prematurely when it is interrupted by another program/process. In most cases, this is some sort of antivirus software, Windows’ built-in security, or a firewall rule preventing it from accessing your storefront as it finalises its installation. Sometimes it is as simple as running the MSI as an administrator.

Can I send different outputs to different sub-folders?

Yes — Infigo’s Hotfolders can be configured on your storefront, and you can control which output files go to which sub-folder of your main download folder. You can control this based on the product it is an output of, the location of the person who ordered it, or other criteria. However, only one level of sub-folders is supported. 

I am on a Mac — can I run Infigo Sync?

Not directly on macOS. However, if you run Windows via a virtualisation solution such as Parallels Desktop for Mac, the setup and installation are the same. Infigo Sync will run while the Windows VM is running.

How To Fault Find Infigo Sync Issues

How do I check if files are downloading successfully?

There is currently no UI to manage files downloaded via Infigo Sync, but you can check:

• The InfigoSyncUpload Error folder — by default this is C:\InfigoSyncUpload and will contain any PDFs Infigo Sync was unable to upload. 

• The Infigo Sync error log (infigosync.log) — typically found under C:\Program Files (x86)\[companyreference]\InfigoSync. This log details any errors Sync has encountered. 

If neither of these shows errors, then files have been successfully downloaded or uploaded.

How do I check the InfigoSync error log?

Check the local InfigoSync error log — this will detail any issues Sync has reported. 

Where is my configuration file?

The configuration file (InfigoSync.exe.config) is located in the same directory as the log file (e.g., C:\Program Files (x86)\[companyreference]\InfigoSync). 

How do I check which Hotfolders jobs are dropping into?

Go to Shared Print Operations and find the job(s) you are searching for. Open the entry and check the Print Location / Hotfolders section to see where it currently is, and manually copy to another hotfolder if necessary.

I am getting a security error on the locally downloaded files. How do I resolve this?

Please check the Windows service to see if it’s running as System or as a specific user account. If the service runs as System, Windows sometimes does not create default user permissions, and so users may not be able to open the files. 

1. Overview

This article addresses the issue of unexpected files appearing in your InfigoSync hotfolders after setup. It explains why files from other storefronts or old orders might populate your hotfolders and provides step-by-step solutions to configure your system correctly. By following this guide, you can ensure that only relevant files are synced, streamlining your workflow.

Note: For more detailed tutorials and additional information, please visit the Infigo Academy.

2. Contents

1. Overview
2. Contents
3. Key Points and Takeaways
4. Problems This Solves
5. Key Settings
6. Scenario-Based Guide
   • Scenario 1: Unexpected Files from Other Storefronts Appearing in Hotfolders
   • Scenario 2: Old Open Orders Syncing to Hotfolders
7. FAQs

3. Key Points and Takeaways

• Understand how hotfolders and print locations interact in Infigo.
• Learn how to correctly map hotfolders to specific storefronts.
• Identify why old open orders are syncing and how to manage them.
• Configure InfigoSync settings to prevent unexpected files from appearing.
• Ensure that only new and relevant orders are processed through InfigoSync.

4. Problems This Solves

• Unexpected files from unrelated storefronts appearing in your hotfolders.
• Large volumes of old open orders syncing unexpectedly.
• Confusion over hotfolder and print location configurations.
• Difficulty in isolating order outputs to specific storefronts.
• Managing and closing old open orders to prevent unnecessary syncing.

5. Key Settings

• Hotfolder and Print Location Mapping

  • Path: Infigo Admin > Configuration > Hotfolders and Print Locations > "+" icon next to a Print Location > Edit Mapping
  • Explanation: Proper mapping ensures that each hotfolder is linked to the correct print location and storefront, preventing cross-storefront file syncing.

• Auto Copy to Hotfolder

  • Path: Infigo Admin > Infigo Settings  > AutoCopyToHotFolder
  • Explanation: When enabled, all open orders are automatically copied to the hotfolder. Managing this setting controls which orders are synced. Several options are available for different product types.

• Order Status Management

  • Path: Infigo Admin > Sales > Orders
  • Explanation: Changing the status of old orders to "Completed" or "Cancelled" prevents them from syncing when using InfigoSync.

6. Scenario-Based Guide

Scenario 1: Unexpected Files from Other Storefronts Appearing in Hotfolders

Problem: After setting up hotfolders at the platform level and linking them to specific storefronts, you notice files from other storefronts are appearing in your hotfolders.

Solution:

1. Check Hotfolder Mapping:

   • Navigate to Infigo Admin > Configuration > Hotfolders and Print Locations.
   • Verify that each hotfolder is correctly mapped to its corresponding print location and storefront.
     • 
   • Ensure that hotfolders are not shared between storefronts unless intended. This may involve recreating your hot folders at Storefront levels.

2. Separate Print Locations:

   • If multiple storefronts share the same print location, consider creating separate print locations for each storefront.
     • Note: This aids in preventing files from different storefronts from mixing in the same hotfolder.

3. Test the Configuration:

   • Place a new order on one of the storefronts.
   • Confirm that only the intended hotfolder receives the order files.
   • Click Manage Content to quickly see the output files added to different hot folders.
     • 
   • In addition, you can see how each job has directed to different hot folders within Shared Print Operations 
     • 

Scenario 2: Old Open Orders Syncing to Hotfolders

Problem: Upon enabling InfigoSync, a large number of old open orders from previous years start syncing to your hotfolders.

Solution:

1. Understand InfigoSync Behavior:

   • InfigoSync syncs all open orders when "Auto Copy to Hotfolder" is enabled, not just new ones.
   • Orders remain open if they have not been marked as "Completed" or "Cancelled".

2. Review Open Orders:

   • Go to Infigo Admin > Sales > Orders.
   • Utilise the filtering tools to identify relevant orders.
   • Identify orders that are outdated or should no longer be processed.

3. Update Order Statuses:

   • For each outdated open order:
     • Click on the order to view details.
     • Change the status to "Completed" or "Cancelled" as appropriate.
     • 
   • Note: It's also possible to batch update order status' from the main Sales > Orders screen.

4. Adjust Auto Copy Settings (If Necessary):

   • If you prefer not to sync open orders automatically:
     • Navigate to Storefront Settings > Hotfolder Settings.
     • Disable "Auto copy to hotfolder".
     • Manually copy orders to hotfolders as needed from each job line in Shared Print Operations.

5. Verify Hotfolder Contents:

   • Check the hotfolders to ensure that old orders are no longer syncing.
   • Only new orders placed after the configuration changes should appear.

6. Monitor for Recurrence:

   • Keep an eye on new orders to ensure they are syncing correctly.
   • Periodically review open orders to prevent a backlog.

7. FAQs

Q1: Why are orders from previous years appearing in my hotfolder?

A1: InfigoSync syncs all orders marked as "Open." If old orders haven't been completed or cancelled, they will sync when "Auto Copy to Hotfolder" is enabled.

Q2: How can I prevent files from other storefronts from syncing to my hotfolder?

A2: Ensure that each hotfolder is correctly mapped to its specific storefront and print location. Separate print locations may be necessary to isolate files.

Q3: Do I need to create separate print locations for each storefront?

A3: While not always necessary, creating separate print locations can prevent cross-storefront file syncing and provide better control over your order processing.

Q4: What happens if I disable "Auto Copy to Hotfolder"?

A4: Disabling this setting means that orders will not automatically sync to your hotfolders. You will need to manually copy orders or set up alternative automation.

Q5: How do I change the status of multiple old orders at once?

A5: In the Order Management section (Sales > Orders), you can use bulk actions to change the status of multiple orders simultaneously. Select the orders and choose the appropriate action.

Q6: Will closing old orders affect my reporting or records?

A6: Changing the status to "Completed" or "Cancelled" updates the order's lifecycle but retains the order data for reporting and historical purposes.

Overview

You can utilise the PrintLocation option in Infigo to send products to a 3rd party supplier that you do not fulfil or print.  The general concept is that you create a PrintLocation to map certain products to so these can then be manually downloaded by the 3rd party supplier or it is also possible for them to use Infigo Sync to auto download the files as their end making the process seamless.

Setup

There are a number of sections that need to be setup here to enable this feature.

• Create a PrintLocation
• Create Hotfolders with PrintLocation for product mapping
• Enable Copy to Hotfolder Email message template for 3rd party notifications
• Create user for 3rd party supplier using PrintLocation user role (optional)
• Get API key for use with Infigo sync utility.

Let us look at the setup of each of these sections.

Create a PrintLocation

To add a PrintLocation in admin please read this article here. The important area of detail is to add an email address for the PrintLocation as that will be used to send the notifications to your 3rd party that a job has dropped into a hotfolder within their PrintLocation.  Also ensure that the same email is used for the customer being used as the Printlocation downloader role.

Please Note: If the Role (PrintLocationDownloader) does not have access to SPO then please open a support ticket to request this

Create Hotfolder(s) within PrintLocation

To add a Hotfolder in admin please read this article here. You technically just need a single hotfolder but you can add more in if you require further segregation of products into to set hotfolders.

Enable Copy to Hotfolder Email message template

Go to Email message Templates in admin and turn on the Copy To HotFolder - Print Location Owner hotfolder under the Production Management section.  This is the email message the system will send the 3rd party supplier when a job drops into any of the hotfolders created. You can amend the email body content as required and add in any extra message tokens permitted on the right hand side.  You can additionally copy in any other email account as needed via the BCC field.

Map Customer to PrintLocation

Go to Customer management area in admin and edit your 3rd party customer.  Here there is a section under the customer roles tab where you can set the user to a PrintLocation directly. If you have multiple hotfolders within the Printlocation you can map them directly using the details in this guide here.

To enable the Print location dropdown option for end users if you can't see the below go to "Infigo settings" and enable "LimitPrintOpsUsersToPrintLocations"

Create user account for 3rd party

This step is an optional once.  This step can be used so the 3rd party supplier can log into your Infigo storefront and manually download their jobs direct from Shared Print Operations (SPO).  If you want them to be on auto download then you would go to the next step for setting up Infigo Sync.

Go to Customer management section and edit/create a user account for your 3rd part supplier.  Give them the registered AND PrintLocationDownloader roles.  You will also need to select agains their user account the PrintLocation from the Print Location dropdown.  This means when they login to SPO they will ONLY see the products in their designated PrintLocation.

(optional)

API key for setting up Infigo Sync

In this article we outline setting up Infigo Sync fully.  You will need to contact the Helpdesk to get an API key to setup the Infigo Sync utility against a new/sperate PrintLocation.

Please note; It is not possible to send individual job tickets, packing slips and Invoices to different print locations.  This is not a supported feature.

Please watch our video tutorial here for a visual walkthrough: https://youtu.be/nB2bdcWOtgU?si=IZKPPcoLrp_rUIiL 

Important, please note: 

1. You cannot have 2 instances of Infigo Sync on the same computer or server. If you would like the sync to run on many storefronts, then you will require a platform API key. If you're running the sync on one storefront, then you can configure it at storefront level with a storefront API key. 

2. Before you start the installation process please switch off all other programs and processes (including antivirus software, and if installing on a sever, the firewall). These services interrupt the installation process and prevent install. 

InfigoSync is a Windows based service which polls your Infigo Platform and downloads any print ready jobs to hotfolders.

It is a two way service that identifies files have successfully reached their destination on your internal network, and automatically updates the status of the order in Shared Print Operations.

InfigoSync can also upload files to the Infigo system.

Installation

To Install InfigoSync, firstly you require an API token. In order to attain one, simply contact the support team and they will produce one for you. When requesting a token, please confirm whether you would like it to be created on the platform level, or confirm which storefront you would like it to be created on.

You will now see a string of letters and numbers. Copy this value to your clipboard.

1. Download InfigoSync

2. Run the installer you have downloaded from above. Note, this is a Windows ONLY installer

3. Paste your newly created API Token into the Infigo API Key field (shown below)

4. Enter the full site URL of your platform (using HTTP only)

5. Clicking Next allows the installer to search your platform for available print locations.

6. Select the Print Location relevant to you and complete the install.

7. Set your Download folder to the directory you require your jobs to be copied into.

Please note: basic installation is recommended for users, please contact Support for the guided installation of Advanced configurations (For use with: Upload Group, Batch CSV Group and Local Sync)

If your install is unsuccessful and it says "Catfish Sync Installer Setup Wizard ended prematurely because of an error...". The please switch off all other programs and processes (including antivirus software, and if installing on a sever, the firewall). These services interrupt the installation process and prevent install. 

The InfigoSync service does not start automatically. To start the service,

1. Go to Control Panel > Administrative Tools > Services

Locate Services:

Locate the InfigoSync Service in the list, and start the service.

New jobs will begin to appear in your local Download location (for example C:\InfigoSyncDownload)

How To Fault Find InfigoSync Issues

How do I check if files are uploading successfully?

There is currently no UI to manage files uploaded via InfigoSync, however there are a couple of ways you can see what has been uploaded.

• Check the InfigoSyncUpload Error folder, by default this is C:\InfigoSyncUpload and will contain any PDF's that InfigoSync has been unable to upload.
• Check the local InfigoSync error log C:\Program Files (x86)\[companyreference]\InfigoSync\infigosync.log, again this will detail any files that have errored.

If the above are reporting no errors then files have been successfully uploaded.  

How do I check the InfigoSync error log

• Check the local InfigoSync error log C:\Program Files (x86)\[companyreference]\InfigoSync\infigosync.log, this will detail any errors InfigoSync has reported.

How do I find my configuration file

• Check the same directory as for the log file; C:\Program Files (x86)\[companyreference]\InfigoSync\InfigoSync.exe.config

How do I check which Hotfolders jobs are dropping into

• Go to Shared Print Operations and find the job/s you are searching for, open the entry and check the 'Print Location/Hotfolders section to see where it currently is and manually copy to another hotfolder if necessary.

This article explains how to diagnose and resolve an issue where:

• The Infigo Sync Windows service fails to start with a logon error.

• Files remain in the hotfolder and do not move to the paste/output folder.

• No .lock file is present, yet processing does not occur.

In the referenced case, the root cause was insufficient Windows permissions for the service account, which prevented the service from starting and moving files. The issue was resolved after the machine’s permissions were corrected by IT.

When to Use This Guide

Use this guide if:

• The Infigo Sync service shows a Windows logon failure.

• You cannot modify the service Log On account.

• The Log On tab fields are greyed out.

• Files are stuck in the hotfolder with no .lock file present.

Step-by-Step Troubleshooting

1. Confirm the Service Error

1. Press Win + R

2. Type services.msc

3. Press Enter

4. Locate Infigo Sync

5. Attempt to start the service

If a logon failure appears, continue to the next step.

2. Check the Hotfolder

• Look for a .lock file.

• If one exists, confirm no job is actively processing before removing it.

• If no .lock file exists, continue troubleshooting.

3. Review the Service Log On Account

1. In services.msc, right-click Infigo Sync

2. Select Properties

3. Open the Log On tab

If editable:

• Select This account

• Enter a Windows account that:

  • Has local administrator rights

  • Has read/write access to both the hotfolder and paste/output folder

• Click Browse → Check Names

• Apply and restart the service

Tip: Run whoami in Command Prompt to confirm the current Windows username.

4. If Log On Settings Are Greyed Out

If you cannot change the service account:

• Confirm whether you are logged in as a local administrator

• If not, contact your IT administrator

In the validated case, lack of admin rights prevented the service account from being modified.

5. Verify Folder Permissions

Ask IT to confirm that the service account has:

• Full read/write access to the hotfolder

• Full read/write access to the paste/output folder

Once permissions were corrected in the referenced case, the service started successfully and files moved as expected.

Resolution Summary

The issue was caused by Windows account permissions preventing the Infigo Sync service from running correctly and accessing required folders.

After updating the PC permissions for the service account, the service started normally and file processing resumed.

When to Escalate

Contact Support if:

• The service still fails after permissions are confirmed

• Log files show repeated authentication or access errors

• Files remain stuck despite correct folder permissions

Include:

• Screenshot of the Windows service error

• Screenshot of the Log On tab

• Relevant Infigo Sync log excerpts