any update on this for Web Access 10.2?

The hotfix was released. See the files and instructions here. Note that you'll have to update to Web Client 10.2.1 first (it's compatible with LFS 10.2.0).

Our web Client shows 10.2 (10.2.1.177), are we on 10.2 or 10.2.1.177?

Hi Khanh, you're on 10.2.1. You should be fine to apply the hotfix. 

I've got a client with a different issue with PDF printing, but seems to be related. When they view the documents in the viewer everything looks correct, but when they try to print, unless Laserfiche pages (tifs) have been generated for the PDF, the print preview and printed documents only show the extracted text.

If I download the PDF, and then open it in Acrobat, it displays and prints correctly. It's only in the electronic document viewer in Web Access 10.2.1 where the error occurs. The client also has problems in Firefox where the document viewer doesn't work at all, and states that the same problem occurs in Chrome. Like there's a problem with the printing component of the WebAccess Electronic Document Viewer.

Yes, this is just like what we experience. And since generating pages doubles the total document size - and we're nearing ten million documents in our repository - generating pages in order to get them to print properly is not a feasible option for us.

We're using the workaround and manually downloading in order to get them to print, but it's terribly cumbersome and time consuming; a regression from v9.

Hi Glen, 

The issue you described in your first paragraph is unrelated to the original issue in this thread. The problem is that the Web Client doc viewer cannot print the original PDF in 10.2.1, and so it falls back on pages. In the case you described, the PDFs do not have image pages, so it's falling back on the text pages.

That said, it's a limitation we're aware of. We added this functionality back in the upcoming Laserfiche 10.3 release. 

As for the issue you mention in Firefox and Chrome, we're not aware of any issues printing in those browser specifically. I'd recommend opening a case with our Support team so we can better troubleshoot the issue. 

Can you give us an estimated delivery date on 10.3?

Are we talking a few weeks, a few months, several months, or is it a year or more?

As listed in the product roadmap, Laserfiche 10.3 will be available Q4 2017, likely around November.  

Ryan, 

The customer is having exactly the same issue in Chrome and Firefox. It looks like our only options are to upgrade WebAccess to a version that doesn't have this problem, or hold up the project until 10.3 comes out.

Hi Glen, 

My apologies, there are several issues that have been mentioned in various threads of this post and I'm not sure I follow what you mean by the 'same issue'. To clarify, when you say 'exactly the same issue in Chrome and Firefox', are you referring to:

• printing half pages
• not printing the original PDF when no tiff pages are generated
• some other issue

If its the first, applying the latest hotfix (KB1013894) will fix the issue. The second will be fixed in Laserfiche 10.3, but is not fixed in any other version of Web Client 10.x. If its the 3rd, please describe the issue and include screenshots so we can be sure we fix the issue in Web Client 10.3.

When they print a PDF it will print only the extracted text. It will not print the pages as they appear in the document viewer unless you first generate images from the PDF. It is exactly how Sarah Togawa described it in a previous reply, and the problem is putting end users through the extra steps of generating the pages, and increasing the amount of space the volumes occupy in a repository that has thousands of those PDFs. 

If there were some easy way of setting the options to bypass your electronic document viewer, and go back to how 9.2 just opens the currently installed PDF reader, that'd be great.

I totally agreed with Glen, stop using PDF.JS and default it to use installed PDF reader.

We are currently testing the fix for this and looking into releasing a hotfix for it.

Same here, lots of our customers are complaining they cannot print using IE via Web Client.

When will this hotfix be available?

KB 1013868

Has anyone else tried the hotfix, yet?  And if so, did it work for you?

For us, after installing the hotfix, everything appears to work until the prompt where I select a printer to print to. The prompt doesn't show up and clicking on the printer icon (top left corner) does nothing (meaning, nothing happens).

Chrome continues to work. This experience is with IE, which is our corporate preference.

Appreciate your time and suggestions, thank you!

Side note: the toolbar/menu at the top of the window is skewed in IE.

In Chrome it looks like this: .

In IE it looks like:  ...no matter the size of the window.

Hi Sarah, 

Please delete your browser cache (Internet Options->Browsing history->Delete, and make sure Temporary Internet files and website files is checked) and try again. Also, make sure you swapped out the entire 'Viewer' folder rather than copying the file contents. Missing a single file can break the PDF viewer and has caused issues similar to what you've described for us internally. 

If that doesn't work, please contact your reseller and tell them to open a case with our support team. Please provide full IE 11 version, a video reproducing the issue, and a fiddler trace while the issue is being reproduced (your reseller should know how to take this trace). 

Thank you, Ryan - we will double-check and try your suggestions again after hours. We backed off the hotfix this morning because it caused a "Script Error" on many documents (particularly those that appeared to not have "generated pages" done on them.)

Yeah, it looks like the Web Client is running into errors loading the JS for the PDF Viewer. One other thing that comes to mind- Are you currently on Web Client 10.2.0 or 10.2.1? The hotfix is specifically for 10.2.1. 

Ryan, has there been a fix to the hotfix to correct the script error that Sarah was getting on her documents? 

I would like to put the hotfix in place to stop using the workaround of downloading and printing (lots of local desktop cleanup involved with this) but don't want to introduce the script error to my users.

Please advise, thanks.

The hotfix is safe to apply. We can't reproduce Sarah's issue internally with our hotfix. Multiple customers have applied the fix successfully, and this is the only known instance of someone running into trouble with it. To my knowledge, Sarah's organization hasn't reached out to open a support case through her reseller for the hotfix and she hasn't replied to my post earlier, so I can't speak to the issue she was experiencing.

Just make sure when you apply the hotfix, you're specifically on 10.2.1 (not 10.2.0) and that you swap out the entire 'Viewer' directory. If you do run into any issues with the hotfix, ask your reseller to open up a support case and we'll fix any problems that occur.  

Ryan, thanks for the update.  I have the 10.2.1 update on my calendar and will apply the hotfix at that time. 

When you mention swapping out the entire 'Viewer' directory, will this occur via the application of the hotfix, or do I need to look elsewhere and do something else to make that happen?

This is a static file hotfix, not a hotfix deployed by an executable. The hotfix in the KB contains a zipped directory with patched source files. To apply the hotfix, you back up the original directory and replace it with the directory from the KB. See the instructions here.

Ryan,  I am just now getting to upgrade my server to 10.2.1.  By downloading and applying the 10.2.1 installer, am I getting all the hotfixes (up to 10.2.1. update 2) included in that install? 

If you upgrade to either from the latest full Rio or Avante 10.2.1 package or if you download and install KB1013894, you will get the fix for this issue. 

Many thanks for the confirmation that I will have the latest fix included in the full Rio 10.2.1  installer.