Summary

There are a few general pieces of information that all support cases regularly require in order to help diagnose an issue, e.g., error logs, license files, etc. Having the following pieces of information ready will expedite the handling of your particular support case. Please read the following checklist:

1. Please take note of the specific error message(s) received. If you receive multiple error messages, take note of all of them, not just the last error message received.
2. If possible, take note of what steps you took to create the error. Resolutions can be provided more quickly if Technical Support can recreate the error in-house.
3. Provide screenshots when possible. A scenario that can be difficult to describe may be readily understood when seen. Any screenshots you believe to be relevant to the issue may help in affecting a speedy resolution.
4. Provide any example files illustrating the issue. For example, if you cannot open a specific PDF file, have that specific PDF file ready to send.

Along with the previously stated steps, there are several files frequently used in diagnosing issues. Please also be prepared to send these files when Technical Support requests them.

Common files requested by Technical Support:

• All LaserFiche Products:
  • License files: LaserFiche utilizes three types of license files.
    • License file: Each LaserFiche product has its own license file which can be found in the installation folder for that particular piece of software. The file is named LF.lic.
    • Connection file: In addition to the license file, certain LaserFiche products also make use of connection files. These are named x.con, where the "x" is a number. Three LaserFiche products make use of connection files: LaserFiche WebLink, LaserFiche Web Access, and LaserFiche Workflow Suite.
    • Additive license: In certain upgrade situations, additional information may be encoded in an additive license file named LFA.lic. This file can be found on your license disk and is only used during installation.
• LaserFiche Server:
  • ERROR.log: This file can be found in your database folder.
  • LFS.log: The file can be found in the LaserFiche Server installation folder The default location is C:\Program Files\LaserFiche\LFS.
  • LFSTARTUP.txt: This file is located in your LaserFiche Server folder. The default location is C:\Program Files\LaserFiche\LFS.
  • LFS.ini: This file can be found in your Windows directory. The default location is C:\Windows.
• LaserFiche Client:
  • LF.ini file: This file can be in two locations depending on your operating system:
    • Windows 95/98/ME: Only one location: C:\Windows.
    • Windows NT: C:\WinNT and C:\WinNT\Profiles\Current_User\Application Data\LF.
    • Windows 2000/XP/2003: C:\Windows and C:\Documents and Settings\Current_User\Application Data\LF.
  • LFS.log file: The LaserFiche Client can also create a LFS.log file. Standalone databases will create the file in the Client installation folder. The default location is C:\Program Files\LaserFiche\LFW.
• Microsoft SQL Server and MSDE:
  • ERRORLOG: This file has two possible locations, depending on whether you are using the full version of Microsoft SQL Server or MSDE. The default locations are listed here:
    • Microsoft SQL Server: C:\Program Files\Microsoft SQL Server\MSSQL\LOG
    • MSDE: C:\Program Files\Microsoft SQL Server\MSSQL$LASERFICHE\LOG

    Note: Each time SQL Server starts, a new ERRORLOG file is created while the previous ERRORLOG file is archived. Archived ERRORLOG files are named ERRORLOG.x where "x" is a number counter. Be prepared to also send relevant archived ERRORLOG files.