Question

Laserfiche Scanning timeout from web client

Scanning Web Client

Updated October 30, 2023

asked on June 3, 2022

We occasionally receive reports of the following error message:

Laserfiche Scanning

Operation: KeepAlive has taken longer than 30.0294503 seconds. Would you like to wait for it to complete?

Yes / No

Sometimes it's as simple as selecting 'No' and trying again, but quit often the user is forced to 'Sign Out' of their session and log back in. Even so, occasionally that doesn't work either.

Today, the same error was reported again, and the 'Laserfiche Scanning' application kept launching over and over every 30-45 seconds or so and would go straight to the prompt displayed below. The user 'Signed Out' and back in without any luck, any attempt to scan was met with that prompt until they completely rebooted their system.

We have a hunch that it may be related to LFDS sessions being out of sync or stale tokens etc.

In our experience this happens to our users when they've been scanning for long periods of time from a web client session, or some combination of inactivity or signing out with the scanning software open. As mentioned above, it's often difficult to recover from and a reboot is required.

Are there certain Forms / Web Client / LFDS session timeout parameters that we need to be sure are all in sync?

Any suggestions for further troubleshooting this particular issue?
Perhaps using developer tools in the browser or something along those lines...

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Replies

replied on June 9, 2022

Hi Roberto,

Are you using the latest versions of Laserfiche Scanning and Web Client? We've issued some fixes/patches for Scanning timeout issues in the last year or two.

Are you load balancing your Web Client instances?

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replied on June 13, 2022

Hello Sam, thanks for the response.

We're running Laserfiche Scanning version 11.0.2102.68 and we are not load balancing Web Client instances.

Are there any client or server logs that you'd recommend reviewing when that 'KeepAlive' warning starts popping up for a user?

Also, any session / STS related parameters that we should review?

Thanks again!

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replied on July 28, 2022

Hi All!

Any other ideas on this? We are getting the same issue in our Cloud environment. One specific user is getting this error daily, and they are unable to close it without completing shutting down their system.

We've looked at the settings multiple times and don't see a way to disable this feature or otherwise override it. Any help would be appreciated!

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replied on February 20, 2023

Hi Roberto,

Were you able to figure anything out with this?

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replied on October 23, 2023 • Show version history

Sam,

Can you tell me what patches fix this issue? I know we are currently on 11.0 but plan on updating soon to 11.4. However, is there anything specific that causes this during scanning we can avoid until we are able to update?

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replied on October 23, 2023

It's a combination of a few cumulative Scanning and WebTools Agent patches. I would try getting the latest Laserfiche 11 install package and using the included Client Suite installer to upgrade a test machine, then seeing if the issue is resolved.

That said, does your system have load-balanced Web Client instances? Certain load balancing configurations can potentially be a factor with this error.

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replied on October 30, 2023 • Show version history

I am using Laserfiche Scanning 10 window version. After click 'Scan' button, the scanning sometimes need to wait 4 mins before the scanner really start to scan. Most of the time only need a few seconds. Any timeout in Laserfiche Client, pls ?

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Laserfiche Scanning timeout from web client

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