Question

Scanning is requiring credentials, but not accepting them...

Laserfiche Scanning Version 8

Updated October 10, 2014

asked on October 8, 2014

I have a user on version 8.2.1.672 that recently changed her password (so I don't think it's Active Directory as she can get into Laserfiche). She can launch scanning, but when she tries to store, it asks her to sign in and won't authenticate her - via windows authentication or manually typing her password. Help!!

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Answer

SELECTED ANSWER

replied on October 9, 2014

If it works for one windows user but not another on the same machine, try the following steps:

1. Close all LF applications from processes in the Task Manager on the problem machine (lf.exe, lfscanning.exe, lfsession etc.)
2. Make sure the problem user is not logged into LF on any other machine.
3. Once the client is closed and the user is no longer logged in, open the LF Admin Console while logged in as Administrator on the LF Server.
4. Go to -> Users and Groups -> User > Problem User Properties -> Attributes Tab -> Check Show System Attributes -> Delete ALL Attributes.
5. Once deleted from the LF admin console go to the problem machine and delete the LF Profile registry key on the problem machine while logged into windows as the problem user. Do not log in to the LF client yet
6. Go to Start -> Run -> Regedt32-> Delete HKEY_CURRENT_USER\Software\Laserfiche\Client8\Profile
Test after

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replied on October 10, 2014

Excellent! We'll try this as the next option. Thanks!

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replied on October 10, 2014

So this seemed to resolve the issue:-) I didn't have to delete all the credentials - it worked to just remove the scanning attributes.

Thanks everyone!

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replied on October 10, 2014

Most times, that is enough. Glad it worked for you. Have a good day.

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Replies

replied on October 9, 2014 • Show version history

We have seen this issue before as well, but in LF 9.1. I have ended up reinstalling the entire LF Client and scanning to get it to work correctly again. I'm not sure what causes is it though.

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replied on October 8, 2014

If you reboot the machine where this is happening and login with a different windows account, does the new user on the same machine get the same behavior or does it work for the new user?

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replied on October 9, 2014

Raymond - rebooting for the user doesn't resolve the issue. A different user can log onto the computer and use it no problem.

Mike - she "can't" type her credentials or hit the use windows authentication checkbox and store her documents.

She can get into Laserfiche just fine using windows authentication - this issue is just occurring when she scans using Laserfiche scanning (TWAIN drivers I think - if this matters I'll confirm:-)). I haven't seen this before.

Thanks for the help!

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replied on October 9, 2014 • Show version history

It may be a stuck or outdated credential saved in that persons user profile. Log on as the affected user, go to control panel, Credential Manager (see attached) and delete any credentials related to Laserfiche or scanning (if in there). Reboot again and let me know if it worked or not.

Credential manager.JPG (78.45 KB)

| Download

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replied on October 10, 2014

Checking now! We had an issue with Active Directory previously so there was one spot we already checked for "hung" passwords - this is a new one so we'll find out!!

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replied on October 9, 2014

I've seen similar behavior if the Folder Pane in the Client is not enabled. LF Scanning tries to capture the current folder path from the "Location" box (the address bar at the top of the Folder Browser window), but when you turn off the Folder Pane, that box disappears, no value is passed into the "Folder Path" box in LF Scanning, and you cannot store your documents.

From the Folder Browser, click View, and make sure that Folder Pane is selected.

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replied on October 8, 2014

After typing her credentials, does it let her store the document?

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Scanning is requiring credentials, but not accepting them...

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