Summary

Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche Server 8 and Client 8. 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 General Technical Support Checklist: (1010992)
• Please provide the server's application and system event logs saved as .evt or .evtx files.
• If you are having an issue with activating your Laserfiche Server, please provide the information listed in the Activation and Deactivation Technical Support Checklist: (1012411)
• If Laserfiche Client 8 is crashing, acquire a copy of the LFClient8.dmp file. The Laserfiche Client may generate this file during a crash. The file should be located in C:\Documents and Settings\UserName\Local Settings\Temp, where UserName is the Windows account of the user logged in to the computer.

Important: This file may disappear after the crash notification is closed, so it is important to acquire a copy before closing the message box.

• If Laserfiche Server 8 is crashing, please locate the LFS.exe.mdmp, LFS.exe.hdmp, appcompat.txt, and manifest.txt files. Windows Error Reporting can generate these files during a crash. The files should be located in "C:\Documents and Settings\UserName\Local Settings\Temp," where UserName is the Windows account of the user logged in to the computer.
• If you are running into a licensing issue, please acquire copies of the licenses for the respective product.
• The Server license file for Laserfiche 8 can be found in the Laserfiche Server installation folder. The default location is C:\Program Files\Laserfiche\Server.
• The Client license file for Laserfiche 8 can be found in the Laserfiche Client installation folder. The default location is C:\Program Files\Laserfiche\Client 8.
• If the error can be reproduced from all Client workstations, it can be useful to capture a trace of Laserfiche Server.

For Laserfiche Server 8.1.1 and later:

1. Click Start, All Programs, Laserfiche, and select Laserfiche 8 Event Trace Viewer.
2. From the File menu, click Start Tracing. Make a note of the file path.
3. Reproduce the issue.
4. From the File menu, click Stop Tracing.
5. Browse to that file path location and send the .etl file to Laserfiche Support.

For Laserfiche Server 8.0.x to 8.1.0:

1. From the Windows Control Panel, select Administrative Tools and then Performance.
2. Expand the Performance Logs and Alerts node.
3. Right-click the Trace Logs node and choose New Log Settings.
4. Provide a name for the log.
5. Select the Nonsystem providers option and click the Add... button.
6. Select Laserfiche Content Repository Trace to trace all actions except for indexing and search, or Laserfiche Full-Text Index and Search Engine Trace to trace indexing and search. Click OK.
7. Select the Schedule tab.
8. Under Start log, select Manually.
9. Under Stop Log, select Manually.
10. Click OK to save the log settings.
11. Select the log you created and click the start button or select Start in the Action menu.
12. Reproduce the steps that recreate your issue in Laserfiche.
13. Select the log you created and click the stop button or select Stop in the Action menu. You will be able to find your log file in C:\PerfMon.