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Question

User gets error " Laserfiche Client 32-Bit stopped working" when trying to open document

Laserfiche
Updated March 23, 2017
asked on July 5, 2016

Hello,

I have a user who is getting an error specifically on one machine even with other users logged in. When trying to open a document that has not filed to fix it's metadata, they get the error "Laserfiche Client 32-Bit has stopped working". The client is installed on a 64 bit operating system with 6GB of RAM. I have already had them attempt the steps provided in another Answers article regarding the error. The steps I had them take are below:

  1. Uninstall the LF Client from the users machine
  2. Delete all LF registry keys
  3. Reboot the workstation
  4. Reinstall the LF Client

 

The LF Registry keys aforementioned are located in three different locations in regedit:

 

Computer\HKEY_CURRENT_USER\Software\Laserfiche

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Laserfiche

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Laserfiche.

 

 

Thanks and would appreciate any help on this. Thanks!

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Replies

replied on July 5, 2016

Could you also provide error details from event viewer. 

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replied on July 5, 2016

Please open a support case so we can get the crash dump files needed to diagnose the problem.

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View 6 previous replies
replied on July 5, 2016

Hello Robert,

 

I will open a case here shortly so as that I can work with the user and Laserfiche to resolve the issue.

 

Thanks!

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replied on July 5, 2016

Hello Robert,

 

Also, are there specific steps that I can get on how to attain those crash dump files so that I can get those prior to opening the case with LF?

 

Thanks

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replied on July 5, 2016

One way of doing it would be to use procdump to create a dump file. You could also use visual studio to create the same after attaching a process. 

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replied on July 5, 2016

See this kb article for details about generating a crash dump. Download procdump and create the folder c:\temp\minidumps. Run the command procdump -ma -e -x C:\temp\minidumps\ "C:\Program Files (x86)\Laserfiche\Client\LF.exe" to launch the client, then reproduce the crash. A crash dump file should appear in c:\temp\minidumps.

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replied on July 5, 2016

Hi Robert,

 

Thanks, I will get that file from the user and open a support case.

 

Thanks!

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replied on March 23, 2017

Did anyone ever find a solution to this error?

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replied on March 23, 2017

The issue was machine specific and it seemed to be related to problems with the .net framework installation.

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replied on March 23, 2017

What would be the best way to fix the issue on the affected machine?

I have tried all of the steps listed above.

Thanks so much for the help.

 

 

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replied on March 23, 2017

We weren't able to figure out the problem, it is possible that the machine itself needs to be reformatted because the .net framework is broken.

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