Laserfiche Scanning v10.4.2.422 Bug with Web Access

asked on March 6, 2020

We recently found and confirmed an issue on multiple computers when updating from Laserfiche Scanning v10.4.1.352 to v10.4.2.422. When clicking "Scan" from Web Access, the Laserfiche Scanning application will not open on v10.4.2.422. We receive an error that says "Operation: RetrieveTrusteeAttributes has taken longer than 30.02.78874 seconds. Would you like to wait for it complete?" If we click Yes or No, the error message will pop up again about 30 later over and over again. The only way to end the error message is to kill the LFScan.exe through Task Manager. We have confirmed the error in Chrome v80.0.3987.132, Internet Explorer 11.1304.17134.0, and Edge v42.17134.1098.0. When we uninstall Laserfiche Scanning v10.4.2.422 and reinstall to version 10.4.1.342, the scanning form Web Access works again without any issues besides being prompted to update Laserfiche Scanning. We also noted that the Laserfiche Scanning does work if you open it up from the desktop Windows Client, just not from Web Access.

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APPROVED ANSWER SELECTED ANSWER

replied on March 6, 2020 • Show version history

Edit 11/10/20: We are aware of reports where the KB 1014139 hotfix does not resolve the issue in all cases. As we continue to investigate, we found that applying the Laserfiche Scanning 10.4.2 (build 453) patch in KB 1014205: End-of-Support for TLS 1.0 and 1.1 for Laserfiche Cloud appears to resolve the issue in most if not all of the remaining cases. Affected customers are advised to apply that Scanning patch (applicable to self-hosted systems as well as Laserfiche Cloud) at this time.

Edit 7/28/20: The hotfix was incorporated into the main 10.4.2 package with the April 13, 2020 update.

Edit 3/10/19: The hotfixed files are now available on the Support site.
Link: Laserfiche Web Scanning 10.4.2 Hotfix 1014139

We will incorporate the fixed Scanning package into the main 10.4.2 package as soon as possible.

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Hi Zach,

We're aware of and have already produced a hotfix for this issue. It should be available via a Support site KB shortly. If you need it immediately, please open a support case to get the hotfix.

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View 9 previous replies

replied on March 10, 2020

Hotfix now available - please see edit above for link!

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replied on March 13, 2020

Thank you Sam! We have installed the Hotfix on several machines and confirmed the issue is resolved.

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replied on April 3, 2020

The link is broken (404).

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replied on April 3, 2020

Fixed.

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replied on April 3, 2020

Hi Miruna, I still get the message shown below. I tried on my cell phone and home internet to make sure it wasn't my work's network causing the issue. Thanks for your help.

404: Not Found

Oops! Looks like you tried to access a page that does not exist yet. Please try again at a later time or return to the home page by clicking here.

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replied on April 3, 2020

Hi Brandon, we've had a few people check the link and it works for all of us. Are you logged in and able to access any other content on the Laserfiche Support site? If so, try searching for the KB # (1014139) and see if it comes up.

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replied on April 3, 2020

It's working now. Thank you!

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replied on July 28, 2020

When will the hotfix be a part of a main 10.4.2 package?

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replied on July 28, 2020

The hotfix (as KB 1014139) was rolled into into the main 10.4.2 package on April 13th, 2020.

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replied on November 5, 2020

Hey Sam-

We're running into this issue in an environment we just set up last month with the latest installation package. Did it break again?

Scanning is only being installed from WA, no Client package. And we're stuck with IE (or Edge) due to security settings preventing proper installation of the plugin in Chrome.

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replied on November 10, 2020

Hi Pieter, please see the Edit I made to the Answer above. Let me know if applying that patch works. You should be able to deploy it on top of a WebScan 10.4.2 installation. If it does, we'll work on updating the Web Client web scan package.

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replied on November 11, 2020

Thanks, Sam. We currently have them scanning locally and then dragging into Web Access. We'll probably just leave things that way, but if we do try the patch I will definitely update you.

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