Summary

Certain files and pieces of information are frequently requested for support cases dealing with web servers like Laserfiche Forms, Laserfiche WebLink, the Laserfiche Mobile server, and the web client server. Having them ready can expedite the handling of your support case.

Commonly requested files and information

1. General Technical Support Checklist Please provide the information listed in the General Technical Support Checklist
2. The IIS Logs from the web server: The log files are located at C:\inetpub\logs\LogFiles\W3SVC1 and timestamped. Include the ones that are recent and relevant.
3. Authentication: If you are running into a permissions-related issue, find out the authentication type used for the web application's virtual directory.
1. Open the Internet Information Services (IIS) Manager.
2. Expand Sites, then Default Web Site in the left pane.
3. Select the virtual directory for the web application.
4. Double-click Authentication in the main pane.
5. Note which types of authentication are enabled.
6. If anonymous authentication is enabled, right-click on Anonymous Authentication, select Edit, and note the user account displayed.
4. Network Setup: If you are running into a connection issue between the web application and the Laserfiche Server, gather the following information.
1. The locations of the web server and the Laserfiche Server in relation to each other.
2. Whether the web server is installed inside the firewall or running in a DMZ.
3. Any other relevant firewall information.
5. 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.
   1. Get the full text of the error message and the stack trace (from the web browser on the web server if applicable).
   2. Check the Laserfiche web application's Event Viewer logs on the web server for additional error details.
      • If you see an error code in the 9000 range of values, this is an indication that the error may involve an interaction with the Laserfiche Server. Be sure to check the Laserfiche Server ContentRepository Event Viewer log as well.
   3. Temporarily set the logging level to "debug" in the web client and collect the generated log file ("C:\ProgramData\Laserfiche\WebAccess\EventLog") after reproducing the issue.
6. HTTP Archive (HAR) File: If the issue is related to web application functionality, check the web browser's developer tools console as well as get a HAR trace while recreating the issue. See 1014120 for instructions on generating a HAR trace.