Please open a support case request.

When opening the support cases, please:

• Mention the URL to this Laserfiche Answers post.
• If possible, please provide a briefcase containing the document in question.

Even if the customer does not allow access to the document, it is recommended to open a support case anyway. Our support team will be able to guide you through many different ways of investigating the issue.

Here are some examples of ways of investigating the issue without direct access to the document.

• Discuss with the customer whether it is acceptable to capture a "crash dump" from the application.
  • A crash dump is typically necessary when troubleshooting application crashes.
  • Note that a "crash dump" may contain parts of the image file causing the problem, along with any other data that might be in application memory.
• Try to narrow down the problem. Some examples:
  • Does the problem still occur when the preceding document pages (those that aren't causing the problem) are deleted?
  • Does the problem still occur when the annotations on the problem-causing page are deleted? If the problem stops happening once the annotations are deleted, the problem might be caused by the annotations rather than the image or thumbnail.
  • Does the problem still occur when the text on the page are deleted?
• Try to access the image files stored on the volume using a third-party image viewer application.
• Enable LFSO tracing. The tracing log may indicate the sequence of operations that immediately precedes the crash.
• Use SDK / Scripting (such as Laserfiche Workflow Scripting) to access the document, and see if any error occurs.

Thank you.