Summary

Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche Scanning 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
  
  
• A complete description of the problem, including the point in the scanning process that the error or issue occurs: scanning, processing the images, or storing the documents in the Laserfiche repository.
• 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:
  1. Universal Capture: 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.
  2. ScanConnect, Kofax or Photo Capture: Open the Scan menu and select Scanner Settings. Please provide a screenshot of each tab of the scanner settings.
• Your scanner make and model.
• BPConnectionTrace.log: If you are using Laserfiche Scanning 7.1 or later, turn on BPConnection tracing.

  Note: BPConnection tracing is only available in Laserfiche Scanning 7.1 and later. It is not available in previous versions of Laserfiche Scanning.

  To create a trace file

  1. Click Start and then Run.
  2. Type the following and click OK to load the Windows Registry Editor tool:

     regedt32

  3. Expand HKEY_LOCAL_MACHINE
  4. Expand Software.
  5. Expand Laserfiche.
  6. Expand Laserfiche Scanning.
  7. Expand Settings.
  8. Expand Connection.
  9. From the Edit menu, select New and then DWORD Value.
  10. Name the new DWORD Value "Trace."
  11. From the Edit menu, select Modify.
  12. Set the value to 1001.
  13. Reproduce the issue in Laserfiche Scanning.
  14. In HKEY_LOCAL_MACHINE\Software\Laserfiche\Laserfiche Scanning\Settings\Connection, disable BPConnection Tracing by setting the "Trace" DWORD Value to 0.
  15. Locate the BPConnectionTrace.log file in C:\Documents and Settings\UserName\Local Settings\Temp, where UserName is the name of the user logged in at the time of scanning.