Overview of Troubleshooting

Jason Zhang
Software Engineer in Test
Audience
• Laserfiche administrators
• IT staff
• Technical resellers
• Have experience managing
Windows OS

Overview of Troubleshooting | 2
Agenda
• Troubleshooting methodology
• Laserfiche products and
troubleshooting resources
• Case Studies
• Q&A

Overview of Troubleshooting | 3
Troubleshooting Methodology
 Troubleshooting Methodology
1. Define
2. Describe
3. Establish causes
4. Test
5. Verify
6. Prevention
 Troubleshooting Methodology
• Why do we do this?
• Systematic and efficient
• Universally applicable
 Key Points and Additional Tips
• Understand how the product works
• Know the components involved
• How each component connects to one another
• The role of user rights and restrictions
• Do a comparison
• Third party applications, anti-virus
 Laserfiche Products and
Troubleshooting Resources
 Issue Types
• Crash: service is no longer running
• Hang: service is still running but not responding
• Other errors: caused by misconfiguration, access restrictions or improper
operations
 Laserfiche Server
Laserfiche Server
• Retrieves and manages all the data
• Security check Laserfiche Server

Where to start?
• Windows Event Viewer
• LFS 9.2.1 and below: within Application Logs
• LFS 10 and later: Applications and Services Log > Laserfiche > Content
Repository
 Laserfiche Server Logs in Event Viewer
Application and Services Log > Laserfiche > Content Repository > Service
 Windows Client
• Windows Client
• Error message and details (stack trace content)
 Windows Client Error Details
• Windows client
• Error message and details (stack trace content)
 Workflow
Workflow
• automation system that allows you to build tasks or repeatable actions
• Do whatever you want in Windows client Workflow

Where to start?
• Workflow Administration Console
• Windows event log Workflow
Administration

• Application and Services Log > Laserfiche > LFWorkflow

• Local log files
• C:\Program Files\Laserfiche\Laserfiche Workflow 10.2\Log
 Workflow Error Logs in Event Viewer
• Workflow Event Logs
• Application and services Log
• LFWorkflow
 Quick Fields
Quick Fields
• scanning in document, and extracting text information Quick Fields

• Application Errors pane – F12

Quick Fields Agent
• A set of scheduled Quick Fields sessions Quick Fields
Agent

• Logs and Error Details (Web Administration Console)

• Error logs located in C:\ProgramData\Laserfiche\Quick Fields
 Quick Fields Error Pane
• Quick Fields
• Application Errors pane – F12
 Laserfiche Directory Server
Laserfiche Directory Server (LFDS)
• Application and Services Logs > Laserfiche > Directory Service
 Laserfiche Directory Server Logs
Laserfiche Directory Server (LFDS)
• Server: the backend support for the LFDS
• Web Admin: the LFDS user interface
• WebSTS: LFDS authentication (e.g., SSO)
• Two Types of Logs:
• Admin Logs: information on administrative content
• Operations: information on errors to assist troubleshooting.
 Web Client
Web client diagnostics page
 Forms
• Windows Event Log
• In Forms 9.2.1 or prior: Application Log
• In Forms 10.0 or later: Application and Services Logs
 Other Products
• Distributed Computing Cluster
• Applications and Services Logs -> Laserfiche -> Distributed Computing Cluster
• Laseriche Discussions
• Applications and Services Logs -> LFDiscussions
• Laserfiche App
• Enable and set the log path at the general tab of the configuration page
• Audit Trail, Import Agent, WebLink
• Application Log
Case Studies
 Problem 1
• Error message:
 Problem 1
• Define the Problem:
• When creating a new repository, returned with error message: “Error reading
repository information or repository misconfigured”.
 Problem 1
• Describe the problem
• This is a new brand installation of the Laserfiche server on windows 2012r2 Operating
System. I have my Laserfiche server running as local built-in admin, which is
“laserfiche\User”.
 Problem 1
• Establish the causes
• Components involved: Laserfiche Server and SQL Server
• How does Laserfiche Server work with SQL Server?
• Where to find more useful information
 Problem 1
• An error occurred when executing an SQL query, retrieving the results of a query, or
otherwise communicating with the database server. Session ID=0; Dialog ID=0;
Repository=""; Function=SysLogin; Message="[Microsoft][ODBC Driver 11 for SQL
Server][SQL Server]Login failed for user 'LASERFICHE\User$'.";
Statement="Statement independent operation: Connect."; SQL Variable=""; SQL
State="28000".
 Problem 1
• Test:
• Option 1: Let’s try to use LASERFICHE\User to login to the SQL server

Verify
• Login failed using LASERFICHE\User
 Problem 1
• Test:
• Option 2: change LFS account to a domain user with rights to SQL server and create the
repository again
• Verify
• Changing LFS account to a domain user can create the
repository successfully
• Prevention:
• Ensure all appropriate user rights in
the new setups
 Problem 2
• Business process terminated when running from Windows client.
 Problem 2
• Define the problem: “I am using the Windows Client, and when I selected a
document and tried to start a business process, it terminated half-way”.

• Describe the problem: “I am using Windows Client 10.2 and Laserfiche Server
10.2. I am logged in as admin user, Workflow is also 10.2 and is located on a
different workstation.”
 Problem 2
Establish causes:
• What components?
• Run the workflow with the same starting entry manually in the workflow
• Error: Access denied.
• Activity: Route Entry to Folder.
 Problem 2
• Check the connection profiler in Workflow
 Problem 2
• Establish causes: the “demouser” may not have entry access right to move
entries to the destination folder.

• Test: Login using “demouser” and try moving entries to the folder.
 Problem 2
• Verify: the “demouser” doesn’t have enough rights to move entries to the
destination folder.
• Prevention: test the workflow before deploying.
 Problem 3
• A folder that should contain Incoming Faxes is empty. The missing incoming faxes
should be imported by Quick Fields.
 Problem 3
Define the problem:
• Users: “I don’t see any documents in the Incoming Faxes folder”
• Administrator: “We use Quick Fields Agent to run a session nightly that
imports incoming faxes to be processed the next day. The faxes are still in the
Windows folder.”
 Problem 3
Describe the problem
• Using Quick Fields 10.2: works fine when the session is manually run in QF, but it
doesn’t work in QF Agent.
 Problem 3
Establish causes:
• What components?
• Check for Quick Fields Agent errors
• Error: “The Universal Capture search
directory doesn’t exist”
 Problem 3
• Check the Universal Capture search directory
 Problem 3
• Establish cause: QF Agent thinks this path is invalid. Maybe the service account
that runs the sessions can’t access the search directory?
• Test: ask IT team to grant the user sufficient rights to the folder in question. Run
the session from QF Agent again.
• Verify: import the documents successfully.
• Prevention: be aware of the folder paths that will be used during configuration,
and ensure the user has read/write rights to it.
Conclusion
 Conclusion
• Apply the troubleshooting methodology
• Note the tools and resources available for each product
 Generic Resolutions and Cautions
• Windows updates can affect the functionality of products
• Be aware of what is being updated
• Best practice to update in a test environment
• Run basic tests in a test environment
• Software upgrades
• System upgrades
• Setup changes
 Generic Resolutions and Cautions
• When your products are not working as desired
• Repair installations
• Uninstall/Install Products
• Check user permissions to all files and folder related to Laserfiche
• Anti-Virus
Q&A
 Recommended Classed
Recommended classes
• Configuring and Troubleshooting the Laserfiche Web Client, WebLink and the
Laserfiche App
• Configuring and Troubleshooting Laserfiche Forms
• Configuring and Troubleshooting Laserfiche Workflow
• Advanced Laserfiche Server Troubleshooting
 Laserfiche Server

Search Engine

File Server
Client
Laserfiche Server
Applications

Database Servers