Question

lost connection with LF server

Laserfiche

Updated June 28, 2018

asked on September 16, 2014

Hi All,

we have LF Rio 9.1.1 installed and we are encountering save issue problem.

when we open an office document ( word, excel , powerpoint) and working on it for more than 10 minutes and when we saved, it is not saving our changes. Neither the progress bar or overwrite pop menu appears.

When closing the documents, it neither tell us that it has saved or not.

When we reopen the document, we noticed that the change has not been saved.

is there any solution for this issue or is this a common issue for 9.1.1 version.

Thanks for helping

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Replies

replied on September 16, 2014

Are you using the "Check Out" and "Check In" feature?

In the client, when you select an Office document, if you right click on it, you can check the document out. This action copies the document to your local machine and locks the document as read only for all other users while the document is checked out.

Once you are done with the changes and have saved the Office document, in the LF client check the document back in. This action will trigger the client to import the changed document and then un lock the document so it is no longer read only.

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replied on September 16, 2014

Hi Bert,

Technically we cannot force users to check out documents in laserfiche. Users who know that they are going to edit the document for a long period check out the document. Although check out is 2 additional step for users.

Is there any setting on LF server orthe LF client user attribute/profile that can be applied to prevent them to have such "timeout"?

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replied on September 18, 2014

Does the issue persist when users check out the documents?

To clarify, are you getting an error that tells you that you lost connection to the server or is that just a guess? Are there any errors that you can pass along for more information (pop up dialog box errors or in the event viewer)?

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replied on September 21, 2014

Dear Rob,

Thanks for replying.

Note that we are not getting any error message, but when users checked their updated work they noticed that no changes have been saved also the progress bar and pop up dialog box that normally should appeared, alas it does not.

I am encountering this on an erratic pattern.

Is it a known issue or do we have any counter measures for it apart from using check in and check out features.

As mentioned above, users are not willing to use check in and out feature for all documents that they are working.

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replied on September 22, 2014

Hi,

In a nut shell if the user wants to have the document open for a long period of time they need to check the document out to avoid this error in future. As described in this KB article - https://support.laserfiche.com/KB/1012856

The solution required here from Laserfiche is to somehow stop the connection between office and Laserfiche dropping after a certain amount of time. I see this issue across all customers and advise to check out documents to work around it. This has been an issue in my experience since the very beginning of the office integration back in LF 8.0.x Do LF know what the problem is with this and will this be addressed in 9.2? Or is this something for a future release?

Hope this helps explain!

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replied on September 25, 2014

Laserfiche 9.2 has some fixes related to the opening and editing of electronic documents. It's unclear what the exact issue is as you've stated it to be sporadic. However, a general recommendation I would make for now is to clear out the Windows user's temp directory on the workstation. There may be local copies of electronic documents left around in the temp directory that is causing an issue when you try to edit documents opened from the Client.

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replied on June 28, 2018

I have a user experiencing this issue in version 10.2 , here is a screenshot of their error. https://www.screencast.com/t/4NAukUBhKO

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lost connection with LF server

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