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Question

Desktop 12, Template with dynamic fields becomes unresposive

Version 12 Administration Self-Hosted
Updated June 26
asked on May 20 • Show version history

Hello,

We have an peculiar issue with Laserfiche 12 desktop client (does not appear to affect web client). When selecting a dropdown field, which is the parent of another dynamic field, the client greys out and becomes unresponsive. It only appears to affect one template (we have several that use dynamic fields, all using this same externalTables SQL connection). If I let it sit long enough I get an error "Error" The underlying connection was closed: An unexpected error occurred on a send." I'm not 100% certain that error message is related, as I only saw it happen the one time and had several apps open. We don't see this in the Test repository.

Has anyone else encountered this?

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Answer

APPROVED ANSWER
replied on June 9

A hotfix is available to resolve this issue. Please contact LF Support and reference Bug 594641 and ask for the hotfix if you do not have it yet.

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View 2 previous replies
replied on June 9

The hotfix supplied did not fix our issue. While it no longer caused the application to become unresponsive, it no longer gave a drop-down list of options to choose from.

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replied on June 9

We just applied to hotfix to ours, and so far everything looks good.

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replied on June 9

Strange. I have tested it on two different computers with the same result.

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replied on June 9

I have heard the same from my solution provider that the hotfix has an issue and we are waiting to see if there is another hotfix for the current hotfix.

 

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replied on June 9

You should try the patch then update the case if it does not work so we can troubleshoot it further.

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Replies

replied on June 3

I would suggest opening a support ticket with your Solution Provider so they can collect the necessary information to pass to Laserfiche to troubleshoot the issue.

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replied on June 3

I am able to recreate it and just opened a support ticket with our Solution Provider.

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replied on June 3

I opened a case with our Solution Provider also.

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replied on June 3

Hi all,

We have created bug 594641 for this issue. But we cannot reproduce it stably. It would be great if have more information, like logs under %localappdata%\Laserfiche\Tracing (Help -> About Laserfiche -> Tracing to open it)

Thanks.

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View 2 previous replies
replied on June 4 • Show version history

I supplied trace files to my SP. Also please note that this was/is working in version 11.

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replied on June 4 • Show version history

Hi Qing,

Can you send me an upload link or someone to email it to, I'll send you our logs. Or you can email me EMoore@KentWA.gov

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replied on June 4

You need to contact your Solution Provider so they can open a case with Laserfiche.

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replied on June 4

I was just answering Qing's request for the files. Seems a bit redundant to open another case, when at least two are open and a bug number has been assigned?

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replied on June 4

I don't make the rules, that's just how it works wink

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replied on June 24

I saw Laserfiche released a full update through the installer, desktop client version 12.0.2506.677, so far it has worked for us, and is easier than automating a swap out of the hotfix file

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replied on June 24

Thank you Eric. I'll give it a try.

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replied on June 25

Looks like we are still having the problem with it not populating a list.

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replied on June 25

Hmm. Odd, they call that specific issue out as fixed:

 

June 23, 2025

Updated the Laserfiche 12 download package with an update for the Laserfiche Repository Desktop Client 12. The Desktop Client update includes the following changes and fixes:

  • Restored the Send to Laserfiche shell extension for Windows, allowing users to send documents to the repostiory directly from the desktop, double-click briefcases to imort them to the repository, and correctly view Laserfiche briefcase file (LFB) icons in Windows. (587332, 587186, 588495)
  • Resolved an issue that could sometimes cause the Desktop Client to become unresponsive when selecting dynamic fields. (594988)
  • Resolved issues that could result in list values not displaying or displaying in the wrong place when scrolling in the search pane. (594988, 594993, 594003)
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replied on June 25 • Show version history

It works for me if I only have one item to return in the lookup, like an employee record or an item record, but like what Blake said, it is not populating a list of items. 

I worked with my solution provider late yesterday afternoon and we gathered trace logs and videos of the issue and they are sending the info to  Laserfiche.

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replied on June 25 • Show version history

The release notes are correct, it did resolve the issue with the Desktop Client from freezing, but it broke something in my case. I just sent a new trace log to them this morning.

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replied on June 26 • Show version history

@████████I may have just found what is causing the issue. Can you check your test user or the Everyone group in the Admin Console and see if the "MaxDropDownLength" attribute value is set. I removed it to test, and the dropdown came back, but it doesn't allow you to type a value in because that's what that attribute enables. When I added the "MaxDropDownLength" attribute back to the Everyone group the issue came back.

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View 1 previous reply
replied on June 26

What was the value for it? 

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replied on June 26

1000

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replied on June 26

@████████ that attribute was set on our everyone user.  I removed it and the dropdown list does work.  I remember we set that attribute years ago for another issue and that is why we set it, I don't remember the exact reason.  

Are you going to pass this info to Laserfiche or shall I pass it along to my SP to include on our case?

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replied on June 26

I have, but it would be good to send them more information as well.

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replied on June 2

We are having the same issue, any news on this from Laserfiche?

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replied on June 2

Nope, radio silence so far.

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replied on June 4

We've opened a case in your behalf (245522) and have notified your service provider. He will ask you for the client trace files. 

1. Can you enable client tracing, Help > About > Tracing?
Enable LFSO tracing then reproduce the issue.
The logs will be under %localappdata%\Laserfiche\Tracing
Zip those up and attach it to the case.
2. Get the Admin and Operational trace logs from the repository as well.

Thanks!

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replied on June 4 • Show version history

Does it look like this?  I am using lookup tables for these and I have had two people say it is grey and I cannot replicate it. 

If it is the same thing, we are on Laserfiche 11

replied on June 4

Kimberly we are referring to dynamic fields in the repository, not Forms.

replied on June 4 • Show version history

The issue reported is only happening in the version 12 desktop client.  Same as Blake, you are referring to Forms. 

Those fields you show that are greyed out, are they marked "read only"?  When I have fields that are filled in by a "lookup table", I will mark the fields as read only to make sure they do not get changed by the user and the fields will look greyed out.

replied on June 4

Thanks for clarification. 

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