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Question

office add-in corrupts files

Version 10
Updated November 10, 2022
asked on October 25, 2022

We are using the Laserfiche Word Add-in(10.4). Since it has been installed we have seen some weird issues with word crashing and corrupting files when saving them to a network share. Once the Word doc is corrupt it can no longer be opened. It looks like this happens mostly for users that are on a VPN. When we disable the plugin the issue goes away. 

 

My question is, what does the Laserfiche Word Add-in actually do when saving files? Any ideas what could be tried next to troubleshoot this? 

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Replies

replied on October 26, 2022

Hi Michael,

The Laserfiche Microsoft Office Integration's Word Add-in comes into play in two scenarios:

  1. When you open a Word document in your Laserfiche repository and choose to view/edit it in the desktop Word application. In this case, it provides a way to view/edit metadata and maintains a local temp copy of the doc to save back to the repository when you're done editing.
  2. When you create/open a document in Word and select the "Save to Laserfiche" option in the Laserfiche ribbon tab.

 

Word always loads the Laserfiche Word Add-in on start (if enabled). However, it shouldn't do anything unless you've opened the Word doc from your repository or are saving it to your repository as detailed above. If the scenario you're describing is that Word docs with no repository interactions (e.g., create new doc, save to network share) are having issues only when the Add-in is enabled, that's odd as the Add-in shouldn't be doing anything there.

I'd recommend asking your Solution Provider to open a support case so we can investigate further.

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View 2 previous replies
replied on October 26, 2022

Hi Samuel, 

Thank you for the explanation. The scenario you described at the end is accurate. Working on a Word doc with no repository interactions causes file corruption when saving to a network share. Once the Add-in is disabled the corruptions stop occurring. 

Thank you, I will pass this along to our Apps team to have a support case opened. 

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replied on November 9, 2022

Hey Samuel, "it shouldn't do anything unless you've opened the Word doc from your repository" seems to be incorrect. I found the Laserfiche Word Add-in does do stuff even when not saving to the LF repository such as copy a tmp file to the C:\Users\username\AppData\Local\Temp directory. 

 

What else happens when you hit that save button in Word? I think more is happening than we realize. 

 

The case with support doesn't seem to be going anywhere because they cannot reproduce the issue. The issue found here on reddit is identical to the issue we are having.  https://www.reddit.com/r/sysadmin/comments/e3igff/office_crashes_at_a_loss/

 

I would love some feedback on past cases where this was the issue and what the fix was. 

 

Thank you, 

Michael 

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replied on November 9, 2022 • Show version history

Hi, Michael!

Your support case seems to indicate you're using an unpatched version of 10.4.2. Could you try updating to the latest one? It contains an earlier patch we made for your crash.

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replied on November 9, 2022

Hi Miruna, 

Thank you for the update. Yes, literally today after I re-posted this reddit post to this question someone updated it with the link to the latest patch. We have tested the patch and its looking promising so far. 

 

I only wish someone mentioned this or pointed us in the right direction before I spent so much time on this issue! 

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replied on November 10, 2022

I apologize for that. We've started some discussions internally to see what happened.

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