Troubleshooting Laserfiche Systems AA102: Troubleshooting Laserfiche Systems Front Cover Page Do not use this page to display any messages or titles. Connie Anderson, Technical Writer

Agenda General Troubleshooting Procedure Laserfiche Client and Server Architecture What’s New for 8 Types of Issues Resources Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Troubleshooting Procedure This slide should be used as a chapter or a section divider. Additional info may or may not be used. The Chapter Title should be in White

Elements of Troubleshooting Describe the problem Find the cause Determine and apply the appropriate solution Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Describe the Problem What is happening that leads you to believe that there is an issue? What is the error message, if any? What action causes the problem to occur? When does the problem occur? What happens? Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Re-Create the Problem Observe the exact steps and configuration required to replicate the problem. Try reproducing the problem: Step-by-step with the user who experienced the problem On the server machine On a different client workstation Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Be Specific What does “I can’t log in!” mean? Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Be Specific Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Be Specific Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Be Specific Note exactly what is going on. Does “I can’t log in” mean: Client does not open? Client does not list repository? Client gives an error on clicking “Open”? Client does not accept valid password? Client crashes on login? Something else? Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Be Specific Collect as much information as possible. For example, ‘General Database Error [9008]’ is a generic SQL error code, and is not useful for diagnosis; check the error logs for a more specific error. Provide context, not just the error code. For example, ‘Error 6000’ is a generic error code; more information is needed to determine the specific problem. Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Isolate the Problem Does the problem only occur: On certain machines? Using certain Laserfiche programs (Client, WebLink, Scanning)? For certain Laserfiche users or groups? With certain Windows users or groups? For certain document types? On certain volumes? Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Pinpoint the Timing What changed? Did the problem start: When the program was installed? After a Windows upgrade or service pack application? After a change in the configuration of Laserfiche? After system maintenance of some kind? Gradually or suddenly? Note that causes can precede problems by some time – the change might be weeks prior. Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Laserfiche Architecture This slide should be used as a chapter or a section divider. Additional info may or may not be used. The Chapter Title should be in White

Server Architecture The Laserfiche Client and Server consists of four separate but interacting parts: Database Management System Laserfiche Server Laserfiche Clients Laserfiche Full Text Search Engine Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Server Architecture (Laserfiche 8) Main Server Logic Volume Files Client Applications Database Layer Search Engine Use this slide to display the class Title, Presenter’s Name, and His or Her Title. Oracle database Microsoft SQL Server database Search Index Files

Server Communication (Laserfiche 8) Main Laserfiche 8 Server Logic LFAPI Input Laserfiche Remote Objects (LFRO) HTTP Server + WebDAV extensions WMI Server TCP/IP DCOM or FCC bypass HTTP DCOM Laserfiche 6 Clients (LFAPI 6) Use this slide to display the class Title, Presenter’s Name, and His or Her Title. Laserfiche 7 Clients (LFSO 7) Laserfiche 8 Clients (LFSO 8) Direct WebDAV access/Web Folders WMI Queries (e.g., repository creation)

Error Logging Laserfiche 8 Everything is logged in the Windows Application Event Logs Two exceptions (both in LOGS directory): Briefcase error log Volume error log Laserfiche 7 lfstartup.txt – logs service startup lfs.log – logs server startup, and repository creation, registration, and loading error.log – logs errors during repository use Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

What’s New for 8 This slide should be used as a chapter or a section divider. Additional info may or may not be used. The Chapter Title should be in White

Consolidated Logging All errors and warnings are now logged to the Windows application event log. (Even the volume and briefcases errors logged in their own files will also log a warning in the application event log.) Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

New Server Architecture Laserfiche no longer uses DCOM for standard communication. DCOM is used for certain administrative tasks. Expansion databases are no longer relevant for fresh repositories. Existing repositories from prior versions will remain. Structure of new repositories on MSDE/MSSQL: Personal Edition/SQL Express is therefore identical to new repositories on full Microsoft SQL. New Full Text Search engine. Will need to re-index migrated repositories. Just deleting the index files and reindexing doesn’t work anymore as a ‘last ditch’ fix. Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

New Security Template and field rights. Protected/private annotations. Folder filter expressions. Recycle Bin security. Delete Pages entry access right. Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Types of Problems This slide should be used as a chapter or a section divider. Additional info may or may not be used. The Chapter Title should be in White

Types of Problems Permissions Licensing Communication Configuration Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Permissions Feature Rights Access Rights: Privileges Tags Entry Volume Field Template Privileges Tags Folder Filter Expressions Windows permissions Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Licensing Stored in the lf.lic file in the application directory lf.lic file is human-readable Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Communications If you have a communication problem: Is communication non-functional, or functional but slow? What communication protocol is in play? Do you have a firewall? Do you need to worry about DCOM? Are you on a Wide Area Network (WAN)? Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Configuration “When I change a configuration option for one folder, all other folders change too.” Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Resources This slide should be used as a chapter or a section divider. Additional info may or may not be used. The Chapter Title should be in White

Laserfiche Support Site Knowledge Base Education Resources Troubleshooting Laserfiche Systems Troubleshooting product series System Design Best Practices Laserfiche 7 Security Best Practices DevNotes Support Chat Requires Premium LSAP Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Other Resources Presales Webinars Troubleshooting and Traceability Effectively the “Advanced Troubleshooting” course Coming next in this room! Use this slide to display the class Title, Presenter’s Name, and His or Her Title.

Demonstration Slide

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