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 solution providers 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.
- Software version and build numbers: Take note of the exact version number 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 selecting the server name in the Laserfiche Administration Console.
- Error Messages: Take note of any error messages that occurred. Please be precise in getting the exact text of the error message. Screenshots and timestamps will be very useful.
- How to reproduce 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.
- Files needed to reproduce the error: Please provide sample material necessary to reproduce the issue. For example: workflow, business process, sample documents, or a briefcase of repository objects.
- Scale and scope: Specify whether the problem is computer-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 discernible pattern.
- Changes made prior: Provide a description of any changes to the system or program that were made prior to the error occurring.
- 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.
- 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.
- For Laserfiche Server specific log data, open the Applications and Services Logs node, expand Laserfiche, ContentRepository, Service and view the Admin and Operational logs.
- 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.
- 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 Operating system and service pack on both the server computer and on the computer in question.
- Database Management System: Take note of the type of database management system in use by Laserfiche (Microsoft SQL Server Express, Microsoft SQL Server), as well as its full version and where it is located in relation to the Laserfiche Server.
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 many situations, it will lead to a resolution.
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