Support

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We are here to help. There are multiple ways to get support, which is available from 9AM-5PM US Eastern. Select the type of support needed to get started.

I cannot login and/or I no longer have my security keys.

Kina will lock your account after a certain number of attempts to login. If you are an administrator for the organization that you are locked out of, another administrator of the organization can unlock your account. Alternatively, Kina can do it as well, after an authentication process has occurred.

If you are not an administrator of the Kina organization that you are a part of, your administrator can unlock your account.

Contact Support For Login Recovery >>

Please Note: Security Keys Are Important!

All documents are encrypted within Kina and to access any document level information it is imperative to maintain your account keys. If you have not stored your zipped account keys that are stored for you in a recoverable place, and so cannot access them, any files or queues that you had access to will no longer be available. If this is the case, you will have to regenerate your keys.

Please refer to these two help items:

Managing Keys and Security

Invalid Security Keys And Accessing Queues

 

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I need a new document type defined in Kina.

It’s straightforward to train Kina on new document types for recognition and use in your processes. Organization administrator level users can upload new example types to Kina by doing the following:

1. Click the Define drop down menu and then select Document Types.

2. Drop an example PDF or TIFF on the right hand side grey box entitled “To create or find a document type, drop a sample PDF here”. 3. In a few minutes, your document will be ready for mark up and data extraction definition. 4. You will need to submit your document for approval in the document type editor.

Go There Now >>

 

GUIDELINES AND BEST PRACTICES FOR SUBMITTING DOCUMENT TYPES TO KINA

If you are a premium client, you can have your proprietary document types marked as private with no visibility to other clients. Otherwise documents that you submit can be used by other clients. You will want to redact all private and confidential information on the document using the redaction function in the Kina Document Editor, or prior to submission to the learning process.

Once your document is redacted appropriate go ahead and submit for review and approval. Kina Support will review and approve or respond with necessary changes required. Note that Kina may perform additional redaction prior to approval and production.

Your document may be deemed to be an additional example of an existing document. The submitted document example may be added to an existing document type as an additional sample type by Kina Support as opposed to being defined as a new document type. Kina Support will let you know if this is to occur so it can be determined as the best path.

Before a document enters production, it must be approved by Kina Support. These guidelines exist to make the process efficient.

Submit a document example that is clean, legible and can serve as a good training example for Kina. A skewed example is not good for training, nor one with much contrast or a lot of scanner noise on the document.
An Example Of A Good Document

A good practice is to define your extraction zones, field and table selectors prior to the redaction process. Once your document example has been submitted, but prior to production approval go ahead and extract it.

I need assistance with the Kina Listener.

The Kina Listener enables automatic sending and receiving of documents between your environment and the Kina platform.
If you are looking to download the application and install it, here you go!

The documentation for installation and configuration is here.

Not working for you? Let us help you. Please include your organization, the OS platform and version you have installed it on (Windows, Linux, Mac OS) the issue you are experiencing and the best way to contact you and we will do our best to get you going again.

Contact Support >>

NOTE: If you do not have logging enabled, we highly recommend turning it on. Please check the documentation linked above on how to do this. This will be one of the first things we ask for.

I need assistance with extraction of data from documents.

Of course we can help you with that, too! We genuinely want to see you succeed with the platform.

Premium customers can call us or send their support request to their designated support email.

If you are an evaluation customer (within the first 30 days of trial) and would like us to show you the ropes and get you on the right path we can help you with that as well. Call 804-505-4621 or enter a CONTACT US request.

I need assistance with my process flows, queues and rules.

Of course we can help you with that! We genuinely want to see you succeed with the platform.

Premium customers can call us or send their support request to their designated support email.

If you are an evaluation customer (within the first 30 days of trial) and would like us to show you the ropes and get you on the right path we can help you with that as well. Call 804-505-4621 or enter a CONTACT US request.

I need assistance with connecting to cloud services.

Kina enables you to connect your process flows to a number of cloud services to extend and enable your organization to meet it’s document processing requirements.

Here is how to get started below. Note you must be an administrator in your organization.

  1. Sign in to Kina and click Define->Process and Queue Designer.
  2. On the left hand side, click API Profiles to bring up your organization’s API access profiles.
  3. On the right hand side of your browser window, please click the button entitled New Data Value.
  4. For BOX: Type box in the Type field.
    For DropBox: Type dropbox in the Type field.
    For Amazon Web Services (S3, Lambda) enter secret in the Type field.
  5. Click the green button to start the process to install your information within the Kina platform.
  6. For Amazon you will need to provide the Region value. To do this, click the Add Argument button.
  7. Amazon Only: Enter Region for the argument name.Click OK and then enter the region value, such as us-east-1 that corresponds to where your services are installed in the AWS cloud. Click OK to install the argument with the API access you created in the previous step.