Question

Laserfiche forms has encountered a problem

Forms Laserfiche Business Processes

Updated November 30, 2014

asked on November 11, 2014

Hello,

We have a form that is used to record information on every incoming call received. A single form is used each day for all calls this therefore means that this form is always open during business hours. We initially noticed that after this form has been opened for more than 45 minutes the users get the error "Laserfiche Forms has encountered a problem".

Our current workaround involves the users initially submitting the form after which the form is reassigned to them and after every 30 minutes they are to use a Save button which loops the form back to them. This is done until the end of the day when the form is then submitted.

Could we get any recommendations on how we can make this much easier for the users.

Thank you.

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Answer

SELECTED ANSWER

replied on November 19, 2014

We have resolved this issue by increasing the Idle timeout value in IIS.

Thank you all for your help.

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replied on November 30, 2014

Just want you to know that I tried several times but still can't reproduce the issue you ran into.

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Replies

replied on November 11, 2014

Hello Segun,

It sounds like perhaps the form is kept idle for so long that the system logs out the user who opened the form. This is a shot in the dark, but it's definitely a plausible cause for this sort of issue.

Are the users required to re-enter their credentials after they reload the page? Maybe I'm not fully understanding the process, but why is the form open for more than 45 minutes? Do they pre-load the form so it's ready to go when they receive a call?

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View 1 previous reply

replied on November 12, 2014

The form has to be left opened so they can log information as calls come in. The form isn't just left open as they receive an average of 2 calls every 5 minutes, so they are always busy, so you can imagine how uncomfortable it is for them to keep using the save button. Is there anyway around this?

Thank you.

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replied on November 12, 2014

Thanks for that information Segun! So they are logging information from every call they get throughout the day on the same form? Is there a reason behind this? It seems more logical to me that the details for each individual call would be logged on separate forms in order to capture the call times automatically and sort out the information from each call separately. This will allow you to find information much easier when searching.

Can you also provide me with an idea of what sort of information they'll be logging and in what field types do they log that information? Is it in a table or collection field that adds a new row for each new call?

It sounds like there may be a few ways to tackle this problem.

1) We can try to come up with a workaround to make sure that the data entered is logged on the form every so often to prevent refresh times from deleting the data.

2) We can look to see what the max length time out is for Forms and if we can eliminate the need to log the data periodically. If the users don't get booted, the form will maintain the information on the form.

3) We can re-examine this from a process level and perhaps create an easy way to open a new instance of the form so that whenever they receive a call, they can simply click a shortcut or bookmark and have a fresh new instance of the form to log the call details separate from other calls.

Thanks for your patience here. As you can see there are a few different methods to "fix" the problem, but with a little more information that I requested above and some better direction on what is the BEST fix for your situation, I think I'll be able to offer some guidance.

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replied on November 13, 2014

Thank you for your response Rob.

We decide not to use individual forms for each call as the users receive as much as 200 calls each day during business hours this would therefore mean 200 forms each day and 1000 forms each week. This approach wouldn't be the best.

Information logged from each call include: Customer name, Time, Purpose of call, Phone number, Call Description, Response Description, Status, Campaign Type and Ticket ID (depending on purpose of call).

All the fields are in a table that adds a new row for each call.

Thanks.

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replied on November 17, 2014

Hello Segun,

I wanted to let you know that I haven't forgotten about this issue, but I'm currently waiting on the response to Xiuhong's request for the error from the event log.

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replied on November 13, 2014

We will try to reproduce your issue inhouse, can you please tell use following information:

1. What version of Forms are you using?

2. Did you get the error when opening the form in a message start event or in a user task?

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View 1 previous reply

replied on November 14, 2014

Thanks, can you provide the detailed error from the events log of the Forms machine and pasted it here? Is it similar as the following one?

URL: /Forms/Form/Submit
Message: Invalid form data was sent to the server. This can occur if the form is out of date. Please refresh this form and try again.
Stack trace: at E_Forms.Controllers.FormController.Submit()
at lambda_method(Closure , ControllerBase , Object[] )

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replied on November 17, 2014

Hi Segun,

I tried to reproduce your issue based on your description, but I can't reproduce it. I opened the form and add one item then wait for more than 45 minutes click submit, there is no error. I suggest you open an support case by providing the exported process and provide more detail information for deeper trouble shooting.

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replied on November 18, 2014

11/18/2014 11:48:10 AM | Session: xuv0tkujxfmpuh2hdbuswzl5
URL: /Forms/Form/Submit
Message: Invalid form data was sent to the server. This can occur if the form is out of date. Please refresh this form and try again.
Stack trace:    at E_Forms.Controllers.FormController.Submit()
   at lambda_method(Closure , ControllerBase , Object[] )
   at System.Web.Mvc.ReflectedActionDescriptor.Execute(ControllerContext controllerContext, IDictionary`2 parameters)
   at System.Web.Mvc.ControllerActionInvoker.InvokeActionMethod(ControllerContext controllerContext, ActionDescriptor actionDescriptor, IDictionary`2 parameters)
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.<BeginInvokeSynchronousActionMethod>b__39(IAsyncResult asyncResult, ActionInvocation innerInvokeState)
   at System.Web.Mvc.Async.AsyncResultWrapper.WrappedAsyncResult`2.CallEndDelegate(IAsyncResult asyncResult)
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.AsyncInvocationWithFilters.<InvokeActionMethodFilterAsynchronouslyRecursive>b__3f()
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.AsyncInvocationWithFilters.<>c__DisplayClass48.<InvokeActionMethodFilterAsynchronouslyRecursive>b__41()
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.AsyncInvocationWithFilters.<>c__DisplayClass48.<InvokeActionMethodFilterAsynchronouslyRecursive>b__41()
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.<>c__DisplayClass33.<BeginInvokeActionMethodWithFilters>b__32(IAsyncResult asyncResult)
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.<>c__DisplayClass21.<>c__DisplayClass2b.<BeginInvokeAction>b__1c()
   at System.Web.Mvc.Async.AsyncControllerActionInvoker.<>c__DisplayClass21.<BeginInvokeAction>b__1e(IAsyncResult asyncResult)

The above error information was extracted from the event viewer.

Thanks.

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replied on November 20, 2014

Do you mean the Idle Time-out form FormsAppPool this application pool? What is your original value and what value you changed to? We want to check whether this issue can be reproduced inhouse and fixed from Forms side.

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replied on November 20, 2014

Yes we changed the Idle Time-out value in the FormsAppPool from 20 to 4000.

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