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Question

Question

dragging emails from Web Outlook into Web LF client is removing email from inbox

Web Client Version 10
Updated February 5, 2020
asked on August 5, 2019

I have a customer reporting that starting this morning, when any of their users drag an email from Outlook online into Web Access, the email is getting put in the repository, but it is removed from the inbox.  Before this morning, when they dragged an email into the repository, it was imported into the repository, but it remained in the inbox as well.  Any ideas as to a cause and/or how to get back the original behavior?

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Replies

replied on August 9, 2019

Good Afternoon,

 

I am testing this on my VM and found that when I drag an email from outlook 2016 to Web Access the email is being imported into Laserfiche. In outlook the email is not longer there. I am not sure where it is being moved or if it is being deleted. FYI I am testing this on 10.4.1 Web Access. Is this a bug or feature? If it is a feature where can it be turned off?

 

Thanks,

 

Thanks,

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replied on November 27, 2019

This is a bug. The email is moved to the deleted folder. It is still happening; very frustrating.

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replied on August 7, 2019

Any thoughts from anyone at Laserfiche?  Have any others reported  this?  How do we stop the Email from being removed from the inbox?

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replied on August 7, 2019

Does this describe your situation?

  1. You are using installed Outlook to connect to a hosted mailbox
  2. You have the Laserfiche Office Plugin installed on the machine

 

I think that's the scenario you must be talking about, right?

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replied on August 20, 2019

Hi Brian, is there any info from Laserfiche on this issue?  It sounds like it may have something to do with the latest version of Chrome (see below), and this has been reported to Google, but if you have any other information that can help with this issue, it would be greatly appreciated.  Thanks!

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replied on August 8, 2019

Yes it is.

I had misunderstood the customer and thought they said that they were using web Outlook and web Laserfiche, but it is as you describe.

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replied on August 12, 2019

I too am able to reproduce this. It must be done in Chrome though. This only happens when dragging and dropping, using the Laserfiche Office Integration works correctly and copies the email. This is using Web Client:-

Laserfiche Web Client
10.4 (10.4.1.35)
Laserfiche Repository Access
10.4.1.48
 
Outlook

 

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replied on September 17, 2019

Our VAR confirmed that this is BUG 189277 that has already been filed for this issue with Laserfiche. I've emailed in to ask when we would expect a fix for this. No fixes came out for the second patch Tuesday in September. We are in the midst of roll-out, so this is concerning for us.

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View 2 previous replies
replied on September 17, 2019

We're expecting to include a fix in the upcoming releases, 10.4.2 (on premises) and 2019.4 (Cloud).

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replied on September 17, 2019

Thank you for this. Do we have a date for the 10.4.2 release? 

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replied on September 19, 2019

10.4.2 is November 2019 - https://support.laserfiche.com/roadmap/

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replied on September 19, 2019

Yes I was looking for an actual date. 

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replied on September 23, 2019

Ah..........nope can't help you with that one! wink

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replied on August 12, 2019

It seems to be linked to Chrome version 76. We never had the issue with Chrome version 75 or lower. In the mean time we are using a different browser, but I'm not sure if this is something Laserfiche would need to fix or Google. I've already reported it to Google.

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replied on August 20, 2019 • Show version history

We are also having this problem and it is very concerning.  It does not happen consistently, but so far there are three reported cases of this happening since Aug. 9th.  I see that we currently have Chrome version 76 as well, and currently on LF 10.2.  If this is the problem, has anyone figured out a way to fix it?  We were told Laserfiche works better with Chrome, so we have our whole organization using Chrome only.  I will report this to Google as well, but any info or suggestions anyone has in the meantime would be greatly appreciated.  

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View 2 previous replies
replied on August 20, 2019

We had to roll back to 75 as there were issues with the other browsers.

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replied on August 20, 2019

Thank you Bill, that is good to know (assuming you are not having problems now that you are back on 75?).  I am hoping that Google will fix this issue and push out an update asap. 

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replied on August 20, 2019

No issues when we rolled back to 75.  We are hoping for a Laserfiche or Google fix asap as well.

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replied on December 10, 2019

Hi Bill,

How did you roll back to Version 75? I've done some research and I've uninstalled Chrome and followed instructions for preventing automatic updates to Chrome but now I can't figure out where to find Version 75 to download... Hoping for your help.

I'll note that we're not rolling this out as a group policy, most of our users can just use another browser but there is a separate issue with SharePoint and the Laserfiche Office Integration component of the Windows Client install that necessitate two of our staff using Chrome to drag and drop emails to the web client.

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replied on December 11, 2019 • Show version history

Actually, looks like I found a workaround. We can drag and drop to Internet Explorer if we have the Laserfiche Office Integration installed but the add-on doesn't have to be enabled in Office. We don't need these two users to have the Laserfiche Add-in enabled so we'll just disable the add-in and they can drag and drop emails to Internet Explorer.

replied on December 18, 2019

On, never mind, we realized we could disable the Laserfiche Office Add-in in Word (to resolve our other issue) but keep the add-in enabled in Outlook and then we can use Internet Explorer in the meantime.

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replied on November 29, 2019

We have some users that can drag and drop to Internet Explorer and now I'm trying to set this up for a new user. I've done what I can think of and the computer appears to be set up the same as our other users but I can't figure out why it isn't working. When the user drags over Chrome, they get the blue box indicating that it'll work and when they drop it, it works (but deletes the email from Outlook). When they drag an email from Outlook to IE Version 11.476.18362.0 Update Versions: 11.0.130 (same folder, they're allowed to write to the folder), they get an icon that looks like it'll work (a box with an arrow in it) but no blue box and the email doesn't copy over (yet it gets the blue box on IE on another computer that works,). I also tried logging in as the user who is having issues on a computer that works and it worked so it's a computer issue, not a user issue. The computer that works has IT Update Versions 11.0.160, would that make a difference?

Settings installed on both of the computers (the one that works and the one that doesn't):

  •  Laserfiche Windows Client 10.3 Setup with Laserfiche Office Integration Version 10.3.1.505
  •  Internet Explorer Add-on: CWa80Helper Object by Laserfiche (enabled) 32-bit

 

Any ideas?

replied on January 7, 2020

Any update on the resolution to this? 

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View 5 previous replies
replied on January 8, 2020

A fix was included in the 10.4.2 release last month.

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replied on January 8, 2020

Do you know what version of Chrome we should have installed in order for it to work flawlessly? 

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replied on January 8, 2020

Hi Denny, are you still experiencing the issue with the 10.4.2 update?

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replied on January 10, 2020

Yes we are still experiencing this issue with the latest updates. Causing duplicate emails to be added to the repository. Also a black screen will remain after upload forcing the user to refresh the entire browser. Any suggested recommendations?

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replied on January 13, 2020

That is extremely disappointing to hear that this is still happening after the 10.4.2 update.  This is a big issue for us.  Any further news on a true fix coming would be greatly appreciated.  

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replied on January 13, 2020

@Denny and @Kristy, I'm sorry to hear you're still having issues. If you would please reach out to your service providers to have them open support cases with more details, we can get to the bottom of why this behavior is still happening and fix it.

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replied on February 4, 2020

@████████ KB 1014117 addresses the issue of the black screen left after uploading documents in Chrome.

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replied on February 5, 2020

Thank you for this additional information. Can you confirm if we update with this package, will we be required to reinstall the plugin for all users? 

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