Summary

Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche Quick Fields 7. Having them ready can expedite the handling of your support case.

More Information

See the following Technical Support checklist.

Commonly requested files and information

• Please provide the information listed in the following Knowledge Base article:
  
  1010992: General Technical Support Checklist.
  
  
• The .qfs file for the Quick Fields session that is encountering problems. This file should be in the location you specified when the session was saved.
• A briefcase containing the template used in the session. You can provide this by creating a new document and assigning that template to it. You can then export the folder containing that document as a briefcase.
• The contents of the output pane. To obtain this, do the following:
  1. Open Quick Fields and run the session which is encountering problems.
  2. Reproduce the error.
  3. Right-click the text pane at the bottom of the Quick Fields application and select Save to Text File.
  4. Specify a name for the text file, and click Save.
• The session's temporary folder. This will provide us with a small sample of the images that were being processed when you encountered the error. This folder is located in a subfolder of the location where the session is stored. This folder is called QF###.tmp where # stands for an alphanumeric character. If there is more than one QF###.tmp, then you should use the following instructions to find out which one is being used by the session in question.
  1. From the Start menu, select Run.
  2. Type the following and then press ENTER to start the Windows Registry Editor.

     regedt32

  3. Expand My Computer.
  4. Expand HKEY_LOCAL_MACHINE.
  5. Expand SOFTWARE.
  6. Expand Laserfiche.
  7. Expand Laserfiche Quick Fields.
  8. Expand Settings.
  9. Expand Sessions.
  10. Select SessionName where SessionName stands for the name of the Quick Fields session that you are having issues with.
  11. Look for the DataFileLocation string value. This string value will indicate the location of your session's temporary folder.
• If the problem occurred while using Quick Fields Agent, you should provide the following logs:
  • QFError.log: This log is generated by Quick Fields and can be found in the temp folder for the Windows user who was logged in when the Quick Fields session was scheduled. By default, this location is C:\Documents and Settings\UserName\Local Settings\Temp, where UserName is the name of the Windows user in question.
  • Quick Fields Task Results.log: This log is generated by Quick Fields and can be found in the temp folder for the Windows user that the Quick Fields Agent service logs in as. By default, this location is C:\Documents and Settings\UserName\Local Settings\Temp, where UserName is the name of the Windows user in question.
  • QFA_Task-Session_Year_Month_Day_Hour_Minute.log: This log is generated by Quick Fields and can be found in the temp folder for the Windows user that the Quick Fields Agent service logs in as. By default, this location is C:\Documents and Settings\UserName\Local Settings\Temp, where UserName is the name of the Windows user in question.
• If the problem occurred while scanning, please provide the following:
  • The type of scan source you are using. If you are using Laserfiche ScanConnect, please also include the version. If you are using Kofax, specify whether you are using Kofax ACE or Kofax VRS.
  • A screenshot of your scanner settings:
    • Universal Capture or Capture Engine: Open the Scan menu and select Scanner Setup. You may be prompted to log in to your repository. Please provide a screenshot of each tab of the scanner settings.
    • ScanConnect or Kofax: Open the Scan menu and select Scanner Settings. Please provide a screenshot of each tab of the scanner settings.
  • Your scanner make and model, if you are scanning directly into Quick Fields.