Laserfiche not saving changes

asked on May 7, 2014

So I'm posting this on here as a shot in the dark. Has anyone else (or customers) had any issues with checking out Word docs, checking them back in, and not having the changes saved? I have a customer (1 person), that this seems to happen to frequently. Initially, they weren't using the Check-in/Check-Out function...so we told them to start doing that, now they're claiming to be using that...and still are having random instances of where the documents they check out, make changes to, and check back in are not saving the changes. This user typically has a ton of documents open at the same time....my gut tells me it's user error, but she insists she's doing it exactly as we told her to. I've been using Laserfiche for 13 years, and have frequently used it for modifying Word docs, etc. to save changes....and only those instances where I was careless and closed without reading the full message prompt, did I save documents back into Laserfiche without changes. Any insight here would be appreciated.

Thanks!!

replied on May 7, 2014

Checking out an electronic document will save a copy of it locally. If the user then works on the document and saves their changes, then they can always reopen the locally saved copy to ensure that their changes are saved properly. Then they can check the document back in. If after doing that they are still having an issue with their changes not being saved, the next thing I would recommend is to configure Audit Trail to try and see if anything else is being done to the entry after it gets checked back in.

If you have observed the issue and are unable to resolve the matter for the customer, you can also open a support case.

View 5 previous replies

replied on May 7, 2014

Alex,

Once they check it back into Laserfiche...is the local copy then deleted or is there a way I can have her check the local copy after it's been checked back into Laserfiche to see if the copies are different?

replied on May 7, 2014

After checking the document back in, the user gets prompted if they want to delete the local copy of the document. There's also an option to "don't ask me again." You could just re-enable that prompt if the user doesn't see it.

replied on May 7, 2014

She's not being prompted to delete the local copy?? I reset all the prompts...and it's still not happening....so what's happening is there seems to be a copy when she checks it out stored in "My Document\My Laserfiche Document\Checked out Document Name", but there is also a folder created in Users\Username\AppData\Local\Temp with the same folder. When I check it out and check it back in...it's fine..but if I try to check it back out again...it prompts me there's already a file located at the above Users\Username\AppData\Local\Temp location and if I want to overwrite it. The two files located in both these locations do not have the same info saved in the Word doc.

replied on May 7, 2014 • Show version history

Those two paths are used for different processes. The checked out document should be the only place where Laserfiche saves the local copy of the document when the user actually checks out the document. If they are seeing documents appear under Users\Username\AppData\Local\Temp then that would be from the user opening the electronic document directly from Laserfiche instead of checking it out first and opening the checked out copy.

I would suggest observing the user and seeing exactly what she's doing and if you notice that she's properly performing the check out/check in tasks and then runs into the issue of having her changes lost, then please open a support case.

replied on May 7, 2014

Alex, I will observe. In the meantime...how do I get the prompt to "delete the local copy of the checked out document" back? She continues to get the message that there's already a document in that location when she tried checking out documents that she's checked out and checked back in previously.

Also, in regards to her opening the document from within Laserfiche...shouldn't the file in the Users\Username\AppData\Local\Temp be removed once she closes it? Not sure why she would continue to have files stored there when she had no documents currently opened?

Thanks!

replied on May 7, 2014

Resetting the prompts for the user should do it. However, you can also specifically delete the [HiddenDialogs]DeleteOnCheckIn attribute for the user.

Depending on what the user did with the electronic document after opening it directly from the Client and depending on the version of the Client itself, the file might not get removed until the Client is closed.

replied on May 8, 2014

Alex,

She has no [HiddenDialogs]DeleteOnCheckIn attribute. The only thing listed under HiddenDialogs is "ConfirmSave"

replied on May 8, 2014

Daryl,

The user may be using an older version of Laserfiche. At this point, continuing to troubleshoot the matter through this Answers thread will not make sense. Please open a support case.

Regards

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