Question

PhotoDocs - cannot launch Laserfiche PhotoDocs

Laserfiche Version 10

Updated November 18, 2019

asked on September 6, 2019 • Show version history

Hey Laserfiche fam, I am having an issue with one of my users and Photodocs. We upgraded LF from 10.3 to 10.4 on a new server a few weeks back. Everything is running fine, but for one user, when she tries to use PhotoDocs, she will sometimes get the following error, "Cannot launch Laserfiche PhotoDocs."

I repaired the software, re-installed it but no change, the error will occur sporadically. Even restarting doesn't fix the issue. Anyone else experience this?

So far no one else has been seeing this issue or reported it in our group. It is happening for the desktop client. When it errors out, we tried PhotoDocs on the same document that didn't give any issues before and it would give us the error at that moment, so I am thinking it's not necessarily related to a certain document.

Any help would be greatly appreciated.

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replied on September 6, 2019

Are you seeing any application errors in the Windows Event Viewer logs? Also, have you had a different user test on the same machine and/or that user test on a different machine?

That would help determine if it is truly user specific and/or if the PC itself is a factor.

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replied on November 12, 2019 • Show version history

I am having the same issue as stated above. What should I be looking for in the event logs. This is the only message I see for the time I tried to run photodocs.

Log Name: Application
Source: PFE Client Remediation Service
Date: 11/12/2019 1:37:35 PM
Event ID: 0
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer:
Description:
Executing: PowerShell.exe -ExecutionPolicy Bypass -NoProfile -File "C:\Program Files (x86)\Microsoft PFE Remediation for Configuration Manager\PFERemediationScript.ps1"
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
<System>
<Provider Name="PFE Client Remediation Service" />
<EventID Qualifiers="0">0</EventID>
<Level>4</Level>
<Task>0</Task>
<Keywords>0x80000000000000</Keywords>
<TimeCreated SystemTime="2019-11-12T18:37:35.492068100Z" />
<EventRecordID>15750</EventRecordID>
<Channel>Application</Channel>
<Computer></Computer>
<Security />
</System>
<EventData>
<Data>Executing: PowerShell.exe -ExecutionPolicy Bypass -NoProfile -File "C:\Program Files (x86)\Microsoft PFE Remediation for Configuration Manager\PFERemediationScript.ps1"</Data>
</EventData>
</Event>

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replied on November 13, 2019 • Show version history

Did you find out what was happening with your client? I had it install on a machine where I had complete admin rights and it will work but when I try to use photodoc's on more than one document at a time it will not work. Are they having the same issue?

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View 4 previous replies

replied on November 13, 2019

Hi Beverly, yes after working with our VAR and doing some testing, we found out that when the user tries to OCR the document then it stops some sort of connection to PhotoDocs.

Looks like it might be a bug, so our workaround at the moment is to have her scan her documents and use PhotoDocs. Once she is ready, she will do a bulk OCR and then needs to close LF and re-open it as the OCR process kills the connection to PhotoDocs, which we still did not have an answer for. At least she can now work without being frustrated.

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replied on November 13, 2019

thank you.

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replied on November 13, 2019

You are welcome. Hope it resolves your issue as well.

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replied on November 13, 2019

Hi Remy,

Do you have a case open with Laserfiche Support for this issue? If so, could you provide me the ticket number?

I tried reproducing the issue based on your description, but so far I haven't had any luck. It sounds like you and your Solution Provider are able to reproduce the issue consistently. If you haven't already, please ask your Solution Provider to open a case with Laserfiche Support and attach a video reproducing the issue. Ask them to reference this answers thread in the case.

From there, we can gather the information we need to reproduce and file the bug, and hopefully for the next release.

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replied on November 13, 2019

Hi Ryan, I haven't but I will.

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replied on November 14, 2019

Mr. Remy,

I worked with my Solution Provider this morning. We finally rolled back one machine to 10.3 and now the issue is still happening where as before it was only with 10.4. I can get it to open but I am get an error code "771: The object must have its connection set before it can be used."

With my other machine that still runs 10.4, when you click on a document to reprocess using PhotoDocs a window opens up that states "Cannot launch Laserfiche PhotoDocs." with no error code given and no details attached with it.

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replied on November 18, 2019

I have been swamped with a project I'm working on currently and haven't submitted a support ticket directly to Laserfiche, but it sounds like we will have to.

I haven't reverted the user back to 10.3 as she was okay with the workaround but I think it's best as Ryan mentioned to submit a support ticket directly with Laserfiche. I need to get a video of the issue as well.

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PhotoDocs - cannot launch Laserfiche PhotoDocs

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