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Question

Web Access 9.1.1 - Search results list not loading as user scrolls

asked on May 8, 2014

We just upgraded to Web Access 9.1.1. Users are reporting that when they scroll down longer lists of search results, the results do not load. Instead, the "loading" circle just spins. This appears to be more common from users who utilize pre-defined searches launched from a 3rd party system. The search syntax is still configured for WA 8.3, but are re-routing to the WA 9 site and being run successfully.

 

If I have them turn off compatibility view, then it resolves the issue for most of these users.

I have even had some re-enable compatibility view and the issue does not come back.

 

I still have a few users that this doesn't work for. I have also had them clear their temporary internet files and close/re-open the browser. Still doesn't work.

 

Any advice?

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Answer

APPROVED ANSWER
replied on May 13, 2014

So there are a couple different issues that have been brought up in this thread. Just to clarify, they are:

 

  1. Search listing does not load additional results if the search is launched via URL and the results are sorted by column other than Name. Internally, we found that it happens for documents with more than 40 results (give or take) . The listing would stop loading after you scrolled past the first 40.
  2. Users cannot see column profiles assigned to the everyone group if they have their own individual column profiles. This one's pretty straight forward. If the user has column profiles saved to their specific user attributes, they won't have access to those pushed out to the everyone group.

 

Both of these issues have been reproduced internally and we're looking into both of them for an upcoming release. At this time, that's the most specific time frame I can give, but I'll be sure to update this thread when we have a more targeted ETA.

 

In terms of a workaround, for the search listing issue, your best bet is to sort by Name for the time being (as Greg and Kenny have both pointed out). Tweaking your searches so that the number of total results is under 40 will also circumvent this issue.

 

For the column profiles issue, I would recommend copying the column profile attributes from the everyone group and pushing them out to the users with their own individual profiles. Users will always see what's in their individual set of attributes.

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replied on May 13, 2014

Excellent summary.

 

For #2, I would to state that I am very frustrated by this, since this was not the behavior in 8.3. Each column profile had its own attribute(s).

[ColumnProfile]ProfileName

It appears that the 8.3 attribute is retained on the user profile, but there is a new attribute set for column profiles that has a relatively meaningless name of "data".

[XmlColumnProfiles]Data

 

From my perspective, this move provides much less flexibility, resulting in a poor user experience. I used this to create column profiles that most users would need in various situations. This made training as easy as ever!

 

It also provided a starting place for users to modify them and save their own custom column profile. That means the "workaround" is rather challenging as most of my 200 users now have their own profiles.

 

Also, any updates I made to the "everyone" profiles was easily made and pushed to all users. This is a big step backwards and I am sorry I didn't catch this in testing. I might have delayed the upgrade (and forgone business processes) because of this.

 

Can someone explain why these attributes were changed? 

 

(I can move this discussion into a separate topic, if desired.)

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replied on May 14, 2014

Hey Kenny,

 

We changed the attribute mainly for performance reasons. We combined all of a user's profiles into one attribute and split them up using XML nodes. This means less server calls to fetch attributes, meaning faster performance and loading of the index.aspx page.

 

You mention that you find this approach less flexible, but i'm not sure I understand why. The format itself shouldn't have any impact on the actual functionality- it's just the way we store the information.

 

Were you creating your column profiles in the admin console? We generally anticipate that, if you want to push out a column profile to other users, you would simply save the profiles through the UI using a test user, then push them out to the individual users/everyone group by copying the attribute from that test user in the admin console.

 

If you prefer to build the attribute out in the admin console itself, you can certainly still do that too. Just paste the XML into your favorite text editor and follow format in place. Here's an example:

 

<?xml version='1.0' encoding='utf-16'?>
<columnprofiles generatedby='Laserfiche Client 9.1.0.310'>
  <profiles>
    <profile name='ProfileName'>
      <columns>
        <column Width='335' ColCode='N' Type='System' />
        <column Width='64' ColCode='G' Type='System' />
      </columns>
    </profile>
  </profiles>
</columnprofiles>

See more info on XML columns here.

 

That being said, I totally understand your frustration with the bug blocking users from accessing profiles saved to the everyone group. It does make the administrators life harder. I've spoken to the team lead for Web Access 9.1 and he confirmed that a fix is coming soon. In the meantime, I'm sorry for any inconvenience.

 

Let me know if you have any more questions on the issue Kenny.

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replied on May 14, 2014

The lack of flexibility has to do with my assumptions about how column profiles can be added.

 

My assumption is that the only way to add column profiles to every user (if they already have a custom profile) is to modify every individual's XML. This is not practical.

 

The previous method was to export the column profile attribute and add it to the everyone group.

 

Actually creating the profile is done just as you said: log in as a test user, create the profile and use those attribute.

 

 

Are the steps I described accurate? If so, how do the engineers expect administrators to disburse column profiles to users without editing the attributes for every individual user?

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replied on May 14, 2014

Hey Kenny,

 

I think I misunderstood the first part of your previous comment. It sounds like once issue 2 is taken care of, it should alleviate your primary concern (not being able to push attributes out through the everyone group). As mentioned before, this issue is bug in the software that we intend to fix in a future release and hotfix.

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replied on June 2, 2014

Now that issue #2 is supposed to be fixed in 9.1.1 service pack 1, how would I go about adding a column profile to a small number of users' profiles without messing up their current profiles?

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replied on June 2, 2014

Is # 1 (the primary issue of the thread) resolved in 9.1.1 service pack 1? I don't see it listed in the release notes.

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replied on June 2, 2014

Issue #1, regarding results loading when search via URL, is indeed fixed by Service Pack 1. It is the 4th item in the Web Access section of the release notes:

  • Additional search results now properly load after scrolling when a search is launched via a URL and results are sorted using a column other than Name. (114583)

 

Issue #2 was about the column profiles propagating correctly from the everyone group, not about manually adding column profiles to individual users/small groups of users, which was already working. If you have questions about editing the XML attribute, it's probably best to start a new Question.

 

The fix included in Service Pack 1 means you should now be able to define a set of column profiles on the everyone group using the same attribute as individual users, [XmlColumnProfiles]Data . All of the Everyone column profiles should be displayed for all users, unless the user has a column profile that already exists by the same name (in which case the user's column profile will display instead of the Everyone for that column profile only). Updates to the Everyone column profiles should also correctly propagate to users.

 

To set the Everyone column profiles, I would recommend creating column profiles as one user, then copying over the XML attribute to the Everyone group.

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replied on June 2, 2014

Thanks for the update. I am happy that most of the fixes ended up in SP1.

 

I am disappointed at how laborious adding new column profiles and searches is for specific users. It used to be easy: create search/profile on any user, export attribute and import to each user.

I don't like editing the XML of an attribute because it is easy to mess it up and requires additional testing. Also, it takes more clicks/time to update the attribute than simply importing it.

 

Maybe I'll come up with an enhancement suggestion in the near future. 

 

Thanks for responding so thoroughly.

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Replies

replied on May 8, 2014

I would double check that compatibility mode is actually set to off for these users (make sure that WA wasn't added under 'Websites you've added to Compatibility view', make sure that 'Display intranet sites in Compatibility View' is set to off). Also, make sure WA is listed as a trusted site (Internet Options-> Security->Trusted sites->Sites).

 

If these options are already set, I'd advise you talk to you're reseller about opening up a Laserfiche support case. That way, we'll be able to provided more targeted troubleshooting assistance tahn we could over Answers.

 

Here's a few things you'll want to provide to streamline the troubleshooting process:

1. A fiddler trace taken while reproducing the issue

2. Information on browser version (I'm assuming IE here since you mentioned compatibility mode)

3. Examples of the search syntax that's trigger the issue

 

 

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replied on May 9, 2014

We've noticed the exact same issue.  It only seems to occur when we launch a WA search from within our Core System or embedded in an iFrame.  If we launch the same search URL directly from the browser, it doesn't freeze with the Loading Circle when scrolling down.

 

The number of documents in the result list seems to play a role in whether the freeze occurs as well.

 

The only work around we've found is to either re-order the results by Name (we default to sort by Creation Date) or change the search criteria to return fewer results.

 

We're running WA 9.1.0, but I've replicated on our Test environment running WA 9.1.1.

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replied on May 9, 2014

I found the same thing. If I sort by something other than Name, then the issue occurs.

 

If I remove all my columns, then I end up with the Name column plus an additional field that I cannot remove no matter what I do. It is a field name that matches another field in the system, but it is all lower-case instead of having a capital letter for each word. 

Ex: organization number instead of Organization Number

 

I'm working through this with Laserfiche as best I can. I think it has to do with column profile attributes. We use them extensively and it looks like there are some new attributes starting with "xml..." that are related to column profiles.

 

For example, users without any saved profiles can see the profiles I have added to the Everyone user. Those with column profiles cannot see the Everyone profiles in Client or WA 9.1.1. If I use Client 8.3.2, then I can see my column profiles and the ones on the Everyone user.

 

Do you use profiles? Even if you don't, it may be an issue with how the upgrade interacts with your user's existing attributes.

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replied on May 12, 2014

Each person can set their own column settings to their preference.  I don't believe I have any column profiles on the Everyone user.  I'm not that familiar with managing column profiles.

 

We went live on 9.0, so if it's upgrade related, it would have to be from 9.0 to 9.1 or 9.1.1.

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replied on May 12, 2014 Show version history

I am hearing from LF that they were able to reproduce this and a fix should be in the next release.

 

Unfortunately, they can't provide me with a work around. It may prompt me to roll back to 8.3 Web Access.

 

If anyone has a suggestion for a workaround, please let me know!

 

EDIT: I found that the issue occurs when using a URL to run a search. It doesn't appear to be restricted by the type of search. If I run the same search using the search tools, then the issue goes away.

 

I'm still hoping for an ETA from LF. This is the way the majority of our users interact with Laserfiche, so its a big deal.

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replied on May 13, 2014

We're in the same boat.  I verified that a search URL entered directly into the browser also can result in the freeze condition.  It's not limited to launching from 3rd party apps or inside an iFrame.

 

The only workarounds I've found that work consistently are to change the sort order to Name then scroll through the documents, or craft the search URL so it returns fewer results.

 

Neither is a very good experience for the end user.

 

Luckily it hasn't impacted too many users yet.

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