Question

Laserfiche Connector button not showing for one user

Connector

Updated April 24, 2019

asked on November 7, 2018 • Show version history

I created a connector profile for our tax department. I have installed LF Connector (without the profile creator) for two users in that department. The button works perfectly for the first user. However, the button does not show at all for the second user. Connector was installed exactly the same on both machines. The profile does show in the configuration menu with a status of OK, and the "Display the Laserfiche Connector button in the target application" check box is checked. Are there any other settings that I need to check on the second machine?

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replied on November 7, 2018

Hey Tiffany, hope you are well.

I was researching your issue and it sounds like your next step is to reach out to your VAR for them the run some logging. It is supposed to work that's for sure, especially if it's loading the profile in Connector itself.

Laserfiche Support might have to get involved and they will ask your VAR to send a copy of the XML profile to them, as well as a log of the runtime on the machine trying to run it?

Here is a link they can use to enable logging:

http://www.laserfiche.com/support/webhelp/laserficheconnector/9.0/en-us/userguide/#Troubleshooting.htm .

They will enable logging, restart connector, then go to the page where it's supposed to show up. They will then grab that report and send it over.

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replied on November 7, 2018

Thanks John! I was planning on reaching out to our vendor if I can't get it figured out soon.

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replied on November 7, 2018

What is the target application? Is it a browser, desktop application, etc.? The goal would be to try and narrow it down to either a user issue, a profile issue, or a PC issue.

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replied on November 7, 2018

Hi Jason,

It's a browser based application. They have to use Internet Explorer to access it. I checked the browser settings on both machines, and they appear to be the same. They are both running IE 11 and have the same add-on's enabled. I tried doing a reset of the browser settings on the problem machine and that didn't seem to help.

I'm also able to see the button when I launch Connector on my computer. I'm starting to think that it might be user profile/pc related.

Tiffany

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replied on November 7, 2018

It does sound like a user-related setting, but something else to check is that the URL is the same. I've seen situations in which the URL was just different enough to not match the pattern in some cases.

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replied on November 12, 2018

Hi Tiffany,

The user can check the browser version and OS platform if they are same.

The user can also try to make a new profile on the machine that is not working, with same configurations. Then compare the two profiles, check if there is any difference, especially take care of "pname", "wclass" and "url" that are used to match applications to show Connector button.

<AppDef pname="chrome" wclass="Chrome_WidgetWin_1" url="https://answers\.laserfiche\.com/questions/149915/Laserfiche-Connector-button-not-showing-for-one-user" woffset="-180,0,22,22" enabledrag="false" showIcon="true" order="0">

Thanks,

Qinmei

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replied on April 24, 2019

I have the same problem. Same profile works for all my users, it even worked for this user until today. All seems well with connector profile. It's a windows application on the desktop. I tried copying the profile over to her C drive again, it seemed to load (got the profile has been updated message), but still does not appear in the application window as it does for everyone else and used to for her.

I'm on 10.4 client, 10.3 Connector, Windows 10

I guess I'll try that logging thing too and send that to my VAR - unless you found a solution that I can try :-)

Roz

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Laserfiche Connector button not showing for one user

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