Summary

In order to assist you with your Forms issue, we require the information below. Having the following information ready can expedite the handling of your Laserfiche Forms support case.

Commonly requested files and information

1. General Technical Support Checklist. Please provide the information listed in the General Technical Support Checklist
2. DMZ, Multi-Server, or Reverse Proxy Deployment: Please describe if the Forms deployment has any of the following, and clearly indicate which server(s) are presenting the issue:
• DMZ (external Forms server connected to internal Forms server)
• Load balancing (multiple Forms IIS app instances)
• Reverse proxy
• Routing Service Cluster (multiple Forms Routing Service instances)
• Any combination of the above
• If the FormsMultiServerConfigurationUtility.exe was used for configuration, indicate the settings (Certificate vs Windows authentication mode, etc.)
3. Instance Details from Monitoring Page: If the issue is related to an instance that is in-progress, terminated, or suspended, take note of the specific instance details, the exact time an error occurred, and the specific step that the error occurred in. Take screenshots of the History tab and copy and paste the text of any error including the full stack trace shown from clicking View error log on the problematic step.
4. Other Laserfiche Services: If the issue is related to a Laserfiche Workflow error occurring in Forms, a connection to Laserfiche Server or Directory Server, or with the Laserfiche Mobile server, provide information on the other Laserfiche service, including whether the service is on the same server or a different server in relation to the Forms server and the Windows Event Viewer logs from the respective applications.
5. Forms Configuration: Take screenshots of Forms Server and User Authentication tabs of the Laserfiche Forms Configuration page. If the error relates to email configuration, notifications, or other Laserfiche applications, take screenshots of the related sections of the Laserfiche Forms Configuration page as well. Provide copies of the following configuration files from the Forms installation. In a default installation, they are located at:
   • C:\Program Files\Laserfiche\Laserfiche Forms\Config\web.config
   • C:\Program Files\Laserfiche\Laserfiche Forms\Forms\web.config
   • C:\Program Files\Laserfiche\Laserfiche Forms\Forms\bin\RoutingEngineServiceHost.exe.config
6. Demonstration of the issue: Provide either screenshots or a recorded video of the filled-out form and submission. If there are multiple screenshots, please insert the images into a single Microsoft Word document for ease of transmission. If providing a video, please upload a standard video file format or a hyperlink to a commonly-accepted video hosting platform.
7. HAR Trace and Console Log: Please include a browser trace HAR File of when the error occurs. In addition, while in the browser's Developer Tools (available by pressing F12 in the browser), include a copy of any text in the Console tab.
8. Debug Logs: The Diagnostics page in the Laserfiche Forms configuration site allows you to select a log level, as well as enable or disable tracing, to help you troubleshoot a specific problem. Tracing can generate very large log files and can potentially slow performance. It is strongly recommended that you enable tracing, perform the action that reproduces the problem you are trying to diagnose, and then turn off tracing. Leaving tracing running can slow performance and create enormous log files that are very difficult to use in diagnosing a problem. Tracing should never be left running indefinitely. After you set the log level to DEBUG and select the Enable Repository Access tracing options, save the configuration changes and then restart the Laserfiche Forms Routing Service and FormsAppPool to make your changes operational. Reproduce the issue and retrieve the log from C:\ProgramData\Laserfiche\Forms\Logs. If using a version of Forms prior to 11.0.2212.30907, the debug events will be written to the Windows event log instead. For such versions, prior to reproducing the issue, open the Windows Event Viewer and expand the view to Applications and Services Logs | Laserfiche | Forms | App. Right-click on App and select Show Analytic and Debug Logs. Export a copy of the Debug log in .EVTX format. Upload both the debug log file and the repository access trace log file.
9. Forms Event Viewer Logs: Acquire a copy of the Laserfiche Forms Admin and Operational logs in the Windows event log. In the Windows Event Viewer, locate the Applications and Services Logs | Laserfiche | Forms | App view and export the Admin and Operational logs as .EVTX files.
10. Forms Definition File: Export a copy of the Business Process (.xml file).