Summary

There are certain pieces of information that are regularly requested for most support cases, regardless of the specific Laserfiche product you are using. Having this information ready can expedite the handling of your support case. For resellers opening a case from the support site, please have this information beforehand so that when you open the case, you can supply the information at that time as well.

More Information

See the following Technical Support checklist.

Commonly requested information and files

1. Operating System and Service Pack: Take note of the operating system and service packs in use on the computer or computers in question. If the problem is with a Laserfiche program installed on a computer other than the Laserfiche server, it is useful to note the OS/SP on both the server computer and on the computer in question.
2. Version and Build: Take note of the exact version and build number of the Laserfiche application which is experiencing issues, whether it is the Laserfiche Server, Client, or other Laserfiche program. Most applications will have a "Help - About" menu item that has version information. The Laserfiche Server's version and build can be found by looking at the version of cr.dll found in the Server installation directory.
3. DBMS: Take note of the type of database management system in use by Laserfiche (MSDE, MSSQL Express, MSSQL, or Oracle), as well as its full version and where it is located in relation to Laserfiche Server.
4. Changes made prior: Provide a description of any changes to the system or program that were made prior to the error occurring.
5. Reproducing the error: Provide a description of any steps you took leading up to the error. It may be useful to take a video recording of the steps.
6. Errors: Take note of any error messages that occurred. Please be precise in getting the exact text of the error message. Screenshots will be very useful.
7. Event Viewer Logs: Save copies of the Application and System Event Logs from both the Laserfiche Server computer and other affected servers and workstations in their native .evtx or .evt formats.
   • Windows 7/Windows Server 2008: Open the Event Viewer from Administrative Tools. Expand the Windows Logs item. Right-click on Application and click Save All Events As specify a name and click Save. Repeat with the System item.
   Windows XP/Windows Server 2003: Open the Event Viewer from Administrative Tools. Under Event Viewer (Local), right-click on Application and click Save Log File As. Specify a name and click Save. Repeat with the System item.
8. Local or wide-spread: Specify whether the problem is machine-specific or happens on multiple locations. For instance, it is important to note whether the problem is specific to a particular computer, user, group, volume, template, repository, document, or page. If the issue is more widespread, take note whether it occurs in all situations or without a discernable pattern.
9. Troubleshooting So Far: Indicate exactly what troubleshooting steps have been done so far. This will help expedite the troubleshooting process by avoiding suggestions that have already been performed.

Laserfiche 7 only:

• Provide a report generated by the LF Diagnostics 2007 utility. LF Diagnostics is a program that that records a variety of information useful for troubleshooting. For more information on the utility, please see the following Knowledge Base article: 1011900 Using the Laserfiche Diagnostics 2007 Utility.

Additional Tasks:

• Upgrade: If it is possible to upgrade to the latest version of Laserfiche Server and the client program you are using, please try to do so. In most situations, it will lead to a resolution.

Product Version 8 Checklists

1012411 Technical Support Checklist for Product Activation and Deactivation.

1012412 Audit Trail 8 Technical Support Checklist.

1012413 Laserfiche Scanning 8 Technical Support Checklist

1012415 Laserfiche Server 8 and Client 8 Technical Support Checklist.

1012416 Agenda Manager 8 Technical Support Checklist.

1012417 Quick Fields 8 Technical Support Checklist.

1012420 Web Products 8 Technical Support Checklist.

1012421 Workflow 8 Technical Support Checklist.

1013074 Laserfiche Mobile 8 Technical Support Checklist.

Product Version 7 Checklists

1010993 Technical Support Checklist for Laserfiche Server and Client (Version 7).

1010994 Technical Support Checklist for WebLink 7.

1010995 Technical Support Checklist for Web Access 7.

1011025 Technical Support Checklist for Quick Fields 7.

1011050 Technical Support Checklist for Laserfiche Scanning (Version 7).