1. 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

2. 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.

3. 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

4. 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.

5. 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.

6. 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.

7. 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.

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

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

10. 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.

11. 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.

12. 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.

13. 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.

14. 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

15. 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.

16. 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

17. 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)

18. 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.

19. 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

20. 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.

21. 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.

22. 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.

23. 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

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

25. 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.

26. 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.

27. 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.

28. 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.

29. 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

30. 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.

31. 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.

32. Demonstration Slide

33. Back Cover Page (Last Page)