Summary

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 and provide the information when you open the case.

Commonly requested information and files

1. Provide the Cloud Account ID
2. If necessary, grant Support Engineers temporary access to the account.
3. 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.
4. How to reproduce the error: Provide either screenshots or a recorded video of the steps you took leading up to the error. 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.
5. 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.
6. Scale and scope: Please note whether the problem is specific to one Cloud Account ID, type of web browser, user, group, template, repository, document, page, etc. If the issue is more widespread, take note whether it occurs in all situations.
7. Changes made prior: Provide a description of any changes to the system or program that were made prior to the error occurring.
8. Web Client Issue: Modify the tracing level for the user experiencing the issue. From the app picker, select the repository. Select the username and choose Options. On the Advanced page, change the Tracing setting from Critical to Debug and click Start. Provide Laserfiche Support with the Reference ID. Recreate the issue in question. Stop tracing after recreating the issue.
9. Business Process Issue: If the issue is related to an instance that is in-progress, terminated, or suspended, take note of the specific Business Process name, instance IDs, 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. Provide Laserfiche Support a copy of the Business Process (XML) along with any associated components, e.g. workflow, business rule, etc.
10. Workflow Issue: If the issue is related to the running of a workflow instance, take note of the specific instance details such as workflow name, instance name, the exact time an error occurred, and the specific activity that the error occurred with. Take screenshots of all tabs of the workflow instance details. Provide Laserfiche Support a copy of the workflow (WFI).
11. Import Agent Issue: On the computer hosting Import Agent, open the Windows Event Viewer and save .EVTX or .EVT copies of the Adminand Operational logs for Import Agent within the Applications and Services Logs section.
12. Remote Agent Issue: Provide the version of remote agent worker. Save copies of Admin and Operational logs from > Event Viewer > Applications and Service Logs > Laserfiche > ProcessAutomation > LocalAgent . Export the contents of the entire folder from C:\ProgramData\Laserfiche\BPMServer
13. Windows Client Issue: Provide the version of the Windows client. Enable trace logs from Windows Client > Help > About Laserfiche and click on Tracing
    • Enable LFSO tracing: This option will log a majority of the client's communication with the repository
    • Enable DocumentProcessing tracing: This option logs certain actions involving client-side document processing
    • Enable Office Integration tracing: this option logs actions involving local editing of Office documents stored in the repository

    Turning on tracing creates text log files written to the location specified in the dialog at the time tracing was enabled. Be sure to turn off tracing once you are done testing.

14. Scanning Issue: Provide the scanning service ( C:\Program Files (x86)\Laserfiche\Scanning Service\LaserficheScanning.Service.exe ) and webtools agent (C:\Program Files (x86)\Laserfiche\Webtools Agent\Laserfiche Webtools Agent.exe ) file versions. Please refer to Laserfiche Scanning 10 Technical Support Checklist for the complete list.
15. Quick Fields Issue: Provide the Quick Fields version, a copy of the .qfx file for the Quick Fields session that is encountering problems, along with a briefcase containing the template/fields used in the session. Please refer to Quick Fields 10 Technical Support Checklist for the complete list.

    Important Make sure that you install the latest version of Remote Agent, Windows client, Import Agent, Scanning and Quick Fields if you are having issues.

16. 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.