Troubleshooting is a logical, systematic search for the source of a problem. Formal troubleshooting techniques and methodologies are necessary to efficiently develop and maintain systems when the symptoms of a problem can have many possible underlying causes. Here is a step-by-step guide to effectively troubleshoot your Laserfiche system.

1. Define the problem.

  • Make sure that the description of the problem is complete and accurate. The more detailed, the better.
  • A good description minimizes the risk of “fixing the wrong problem.”

Bad definition: Laserfiche doesn’t work.

Good definition: I cannot log into the Social Services repository with my existing username and password.

2. Gather information.

  • Examine the exact text of the error message. This includes:
    • Screenshots of any messages received.
      Troubleshooting Gather Information
    • The error details that can be accessed by clicking on the Details button. Make sure to copy/paste these details into a text file.

Troubleshooting Details Button

  • System and environment information including:
    • Operating system and service pack (of both the Server computer and the computer where the error occurs).
      Troubleshooting Operating System and Service Pack
    • Laserfiche product and version, including the build number (of the Client and Server, as well as related products).
    • You can access this information in the Laserfiche Client by going to the HelpAbout menu item.
      Troubleshooting Laserfiche Client
    • The Laserfiche Server’s version and build can be found by looking at the version of cr.dll found in the Server installation directory.
    • Database management system in use by Laserfiche.
      • Type and full version.
        Troubleshooting Laserfiche Server’s Version
      • Location in relation to the Laserfiche Server.
    • Save copies of the Application and System Event Logs from both the Laserfiche Server computer and other affected servers and workstations. You can export these from the Event Viewer accessed from the Control PanelAdministrative ToolsEvent ViewerWindows LogsApplication.
      Troubleshooting Application and System Event Logs
    • Try to isolate the problem as much as possible. Ask yourself these questions:
      • What exactly is failing?
      • Where is the problem occurring?
      • When does the problem occur?
      • What is the extent of the failure?
        • Does this issue happen on one machine only or does it affect multiple machines?
        • Does this issue affect one user only or multiple users?

3. Establish possible causes.

  • Provide a description of any changes to the system or program that were made before this error occurred.
  • Try to reproduce the steps that led up to the error.
  • Try to rule out other things that may be affecting the system, such as:
    • Disabling or removing the anti-virus software.
    • Disabling User Access Control in Windows Vista/Windows 7.

4. Use your resources.

  • Check for existing hotfixes and solutions for known issues on the Knowledge Base.
  • Interact with developers as well as the user community on Laserfiche Answers.
  • Read white papers on a variety of topics.
  • Explore the Laserfiche Error Messages section of the online Help Files.

If you are unable to resolve the issue after going through these troubleshooting steps, contact your VAR. If the VAR cannot find a solution or an explanation, they will contact Laserfiche Support on your behalf.

Note: Premium LSAP subscribers and Laserfiche Rio customers can contact Laserfiche Support directly via online chat.

  • When you do contact your VAR or Laserfiche Support, make sure you provide a summary of the information you have collected so far and the results of your initial testing.
  • This helps us address the issue more efficiently by preventing us from going through the same steps and suggestions again.

Do you have a question about your Laserfiche system? Check out Laserfiche Answers – the online discussions forum about all things Laserfiche.

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