If you have the CAD Interface implemented and notice that files are not properly going coming through, use this guide to help troubleshoot the issues.


Are there no files being imported over?


There could be a couple reasons why files are not being sent over from the 911 center. 


A possibility is that they are being sent over but are rejected and not importing into Informant. You can confirm this by checking for any recent files in the "Files with Errors" folder in the CAD folder. If this is the case, you can review the CAD Interface emails for any errors that are being reported there to determine what's wrong.


If you are simply not getting the files at all, this means the files aren't being transferred from the 911 center. If the 911 center says the files are being sent, then it's likely that the department's script to pull down the files from the 911 center's FTP server isn't working, and this would be something the department's IT would likely need to look into.


Is the CAD Interface on and running?


Make sure that CAD Interface is installed and running on the server. Sometimes the application will stop running and will need to be restarted. You can check the Informant Configuration Manager to confirm and restart the CAD Interface.


To get to the Informant Configuration Manager:


  1. Log into your Informant server with a Windows user account that has Administrator permissions.
  2. Click the Windows Start menu and type "Informant Configuration Manager", then click Informant Configuration Manager when it appears.
  3. If prompted to make changes to your device, click Yes.
  4. Click Server Roles in the left sidebar.
  5. Check if CAD Interface is running. If it's not running, click More Actions and select Start.
  6. Any CAD files already in the CAD folder, as well as any future incoming CAD files, will be imported automatically after the CAD Interface is restarted.


Is the Incoming File Folder location correct?


Files will not show up in the CAD folder if the Incoming File Folder is not pointing to the correct location. If you have just installed the CAD Interface, the Incoming File Folder may not have been configured yet; similarly, if you recently migrated Informant to a new server, this setting may still be pointing to a folder on your old server.


You can check this setting in the Informant Configuration Manager on your Informant server:


  1. Log into your Informant server with a Windows user account that has Administrator permissions.
  2. Click the Windows Start menu and type "Informant Configuration Manager", then click Informant Configuration Manager when it appears.
  3. If prompted to make changes to your device, click Yes.
  4. Click Server Roles in the left sidebar.
  5. Click Configure next to CAD Interface.
  6. In the CAD Interface Settings window, confirm that Incoming Files Folder is pointing at the same folder where incoming CAD files are being delivered. If not, change the setting to the correct location and click OK to save the changes.


The Incoming Files Folder will often be pointing to a shared folder on your network and is usually set to \\<Server Name>\Informant\CAD, where <Server Name> refers to the computer that acts as the Informant server. It might also be pointing at a local folder on the server such as C:\Informant\CAD.