Question

User scanning issue through Laserfiche Client 9.0

Scanning

Updated October 16, 2014

asked on October 16, 2014

I have one user that is unable to scan any documents through the LF Client but is able to scan (on the same machine & User) through LF Webaccess. I have fully uninstalled everything dealing with the scanner and LF and re-installed with no joy as well as completely blowing away the user's profile away and bring it back with the same outcome. As a last measure I try to use Webaccess and it scanned successfully so now I'm completely boggled at to what is going on, any insight would help, thanks!

Also, the user has full access to scan, print, export etc. and can get into LF scanning but as soon as she clicks on "start scanning" in the client it just thinks and thinks never doing anything. We have made exceptions on our Trend Micro (AV) server to allow the proper xxxxx.exe files to be executed as per one of the help documents on this site.

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Answer

APPROVED ANSWER

replied on October 16, 2014

Since it works for another user on the same system, it looks like you have a problem with the LF profile on that machine.

In addition to making changes to the antivirus, please apply the steps found in this other thread for clearing the profile: https://answers.laserfiche.com/questions/64818/Scanning-is-requiring-credentials-but-not-accepting-them.

Please let us know if it works after that.

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Replies

replied on October 16, 2014

Is the user using Basic or Standard scanning? Does the user get the same behavior on both?

If you reboot the machine and log in with a different windows and LF account, does this account get the same behavior?

You should make all the LF files, folders, executables and Processes exceptions in Trend Micro instead of just the exe files. Once you have done that, please repair the client and scanning installation.

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replied on October 16, 2014

User has used both Standard and Basic and yes the same behavior. If rebooted, logged in with another user with the right permissions, they were able to scan through the client on the desktop through basic and standard.

With the exceptions part, I'll try that out and see what happens, thanks!

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replied on October 16, 2014

If you press Ctrl+Shift+E to open the Application Errors pane after the user tried to scan, are there any messages listed?

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replied on October 16, 2014

Ok, heading down to the users computer in 30 minutes so I'll update but thanks Raymond for all the insight!

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replied on October 16, 2014

Clearing all the attributes under the user account on the server did the trick, documenting and spreading the word to rest of the gang. Thanks soooooo much for the assistance Raymond!

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User scanning issue through Laserfiche Client 9.0

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