Cant open PDF files sometimes using the Laserfiche Document Viewer

replied on August 15, 2014 • Show version history

Good Afternoon All,

I went to the client's site and we connected the "guinea pig" to my 9.1.1 server via 2 CAT5e cables connected to a DLINK Gigabit switch. Both machines were set to 192.168.1.x addresses. The guinea pig is a Windows 8 machine.

The guinea pig machine was connected using the existing 9.0.3 client. The native Laserfiche pdf viewer worked perfectly. At this point we thought that maybe the issue was indeed that we needed to update the environment to 9.1.1.x.

As a counter check there was another Windows 8 machine with the exact same issue. The secondary guinea pig utilizes the exact same versions and service packs as the primary. The same test was run while the 9.0.3 client was installed and the issue did not go away. We then installed the 9.1.1.x client and restarted. The issue did not go away.

The client installed version 11 of Adobe and voila, the problem resolved itself. (They were usoing version 9)

The questions we now have, before the client spends money from their IT budget, are:

1. Is this going to be a permanent fix, or will this eventually break as mentioned regarding other "fixes".

2. Does Laserfiche utilize an Adobe core engine that may be receiving automatic updates that broke the existing systems? They did work previously.

3. As this appears to be an issue for my client on their Windows 8 machines, are there any other "gotchas" out there re: Windows 8 variants that might break Laserfiche?

Regards,

Brian

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replied on June 27, 2014

Brian,

Please describe in complete detail what the actual issue is. Also specify the exact error message that the user may be getting. When you say "intermittent" does that mean the same PDF file can be opened sometimes, but not other times? Or do you mean that some PDFs are fine whereas some present an issue and you are unable to determine why that may be the case?

Note that if additional troubleshooting is needed, it will be easier to do so through a support case.

Regards

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replied on July 1, 2014

Hi Brian,

The only time I have ever seen issues with the opening of PDF's has always been linked to a corrupt installation of Adobe Reader. Maybe you are seeing the same thing with PDF Pro. Perhaps re-install PDF pro and see if they problem continues?

Hope this helps!

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replied on July 1, 2014 • Show version history

The client is obtaining a screen capture of the error but has answered the following questions for me. I'm also requesting the info you reference Alex. A ticket has also been created in Support.

Client is obtaining the screen capture, but the following questions have been answered.

1. Is this happening on all computers or just one? (This will narrow down whether it is a local machine or the environment.)

It is not just on one computer.

2. If on one machine what version of Adobe Pro are you using? (They will ask for an exact version)

Ver 9.5.5

3. If multiples, are they all running the exact same version? (Sometimes there are version incompatibilities)

Same versions

4. Is there a copy of a third party PDF viewer on the affect machine(s)? (Sometimes a third party software can become the “default” application.)

Adobe pro is what we have

5. If multiple machines is there a time of day that it gets worse? (This is to be able to narrow down log searches and such)

No time of day

6. While Laserfiche has a built in viewer, external PDF viewers can be the “default” for the viewer to use as outlined in Answer articles. Shule was asking me if there are any errors reported when it fails to open the document. She would like a screen capture of the screen when the error occurs. You indicated it is happening more frequently, but that it is not happening all the time. Can you grab a screen capture of the error when it occurs before the user closes the window?

Ok if I set it to open in the external viewer I will be able to but if it is internal viewer of Laserfiche it won’t display the document.

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replied on July 8, 2014

It's so strange we are running into these problems too, happened to two machines with had adobe pro and adobe reader, but default document viewer set to adobe pro. Fix was to delete user profile and recreated it, worked for few days now is back to same behavior. Looks like LF client is not able to figure out which adobe to use to open documents or has some bug. LF we are using 9.1 adobe pro is X and Reader XI.

Any fix to this problem was ever found ?

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replied on July 14, 2014

If you are having problems viewing PDFs, you should open a support case as there isn't a known issue that fits your description.

The original issue may have been resolved, but I do not know: we never got more information on the problem, which implies that it's no longer causing problems.

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replied on July 14, 2014

I have a single Windows XP machine doing this with Acrobat pro X and Reader XI on it. Error in LF is "unable to display the electronic file type for this document", LF 9.1.1, however, this computer will be upgraded to Windows 7 in the future which I'm sure will resolve the issue. Just wanted to share.

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replied on August 13, 2014

Has anyone been able to fix this issue? We are running in to the exact scenario. WE have been able to get this to work after resetting IE (yes IE of all things) and then it works for awhile, but will "break" once again. Any ideas would be appreciated.

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replied on August 13, 2014

We are in the process of confirming that an update to 9.1.1 will fix this issue, but it will be Friday before I can confirm. Support has indicated that we should update the environment to 9.1.1 but the client does not want to update their whole environment without verification that this will fix the issue. A compromise is that we will be connecting the "guinea pig" PC that we have been working with, to my VM which runs 9.1.1 to see if the issue goes away. If it does not then we will re-visit the issue with Support.

I'll follow up with more info as soon as possible

Regards,

Brian

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replied on August 13, 2014

For use it was just 2 machines so rebuilt them and so far no problems, but still have one troublesome laptop out there with same issue, funny thing is you recreate the user profile and it works great and it breaks again after a while.

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replied on August 25, 2014

The client is requesting an update to this post and the support ticket as there has been no response to the August 15, 2014 response in Support, or on Answers.

Thanks!

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replied on August 25, 2014

Unable to reproduce issue on windows 7 sp1 64 bit machine as stated in the case, working in new information about issue happening on windows 8.

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replied on August 25, 2014

As outlined on 8/15/2014 in the support ticket, The machines experiencing the issues are Windows 8. As ordered, I chose one of the Windows 8 machines experiencing issues. Everything is documented herein, and therein. In both tickets, Answers and Support, I consistently point at the machines affected being Windows 8.

The client is merely wanting answers to the proposed questions before they upgrade their entire organization to a new version of Adobe as that seems to have "fixed" the issue being experienced.

This client has had several issues open simultaneously and I think this may have caused some confusion. The other case was that there were issues with Windows 7 machines and Windows 8 machines that we determined were caused by Kaspersky.

This case was dealing with Windows 8 based systems not properly opening pdf's with the native LF viewer.

The clients questions are:

The client installed version 11 of Adobe and voila, the problem resolved itself. (They were using version 9)

1. Is upgrading Adobe to a newer major release going to be a permanent fix, or will this eventually break as mentioned regarding other "fixes".

2. Does Laserfiche utilize an Adobe core engine that may be receiving automatic updates that broke the existing systems? They did work previously.

3. As this appears to be an issue for my client on their Windows 8 machines, are there any other "gotchas" out there re: Windows 8 variants that might break Laserfiche?

Best Regards,

Brian

1 0

replied on February 22, 2016

Any luck on this?? We too are also experiencing similiar issues and are having to re-do the "fix" every time.

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Cant open PDF files sometimes using the Laserfiche Document Viewer

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