Summary

Certain files and pieces of information are frequently requested for support cases dealing with Laserfiche WebLink 8 and Web Access 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)
• Windows Event logs: Use the Windows Event Viewer to export a copy of the Application log.
• For Windows XP and Windows Server 2003
1. Click Start and then click Control Panel.
2. Open Administrative Tools.
3. Open Event Viewer.
4. In the Event Viewer window, select Application.
5. From the Action menu, click Save log file as.
6. Specify a name for the log file, choose to save as an .evt file, and click Save.
• For Windows Vista, Windows Server 2008, and Windows 7
1. Click Start and then click Control Panel.
2. Open Administrative Tools.
3. Open Event Viewer.
4. Expand Windows Logs.
5. Right click on the relevant log type (Application or System)
6. Select Save Events As, choose to save as an .evtx file, and click Save.
• The IIS Logs from the WebLink 8 or Web Access 8 server machine: The log files are timestamped. Include the ones that are recent and relevant.
• For Windows XP and Windows Server 2003: C:\WINDOWS\system32\LogFiles\W3SVC1
• For Windows Vista, Windows Server 2008, and Windows 7: C:\inetpub\logs\LogFiles\W3SVC1
• Authentication: If you are running into a permissions-related issue, find out the authentication type used for the WebLink 8 or Web Access 8 virtual directory.
• For IIS 6 (Windows XP (x64) and Windows Server 2003)
  1. Click Start and then click Control Panel.
  2. Open Administrative Tools.
  3. Open Internet Information Services.
  4. Locate the WebLink 8 virtual directory on the left pane.
  5. Right click on the virtual directory and go to Properties.
  6. Go to the Directory Security tab and click Edit.
  7. Note which check boxes are checked.
  8. If anonymous authentication is enabled, note the user account.
• For IIS 7.x (Windows Vista, Windows 2008, and Windows 7)
  1. Click Start and then Click Control Panel.
  2. Open Administrative tools.
  3. Open Internet Information Services (IIS) Manager.
  4. Locate the WebLink 8 virtual directory and select it.
  5. On the middle pane, under IIS, double-click Authentication.
  6. Note which authentication methods are enabled.
  7. If Anonymous Authentication is enabled, right click on it and select Edit.
  8. Note the anonymous user identity.
• Network Setup: If you are running into a connection issue between WebLink 8 or Web Access 8 and Laserfiche Server, gather the following information.
• The locations of the Web server and the Laserfiche Server in relation to each other.
• Whether WebLink 8 or Web Access 8 is installed inside the firewall or running in a DMZ.
• Any other relevant firewall information.
• Description of the issue: If the issue is happening when certain actions are taken or events take place (opening documents, doing a particular type of search, etc.), describe them in detail.