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Question

Question

Snapshot won't consistently work

asked on January 16, 2015

I am having trouble printing consistently with Snapshot.  Whether or not it works is completely random.  I can use it all afternoon to print from one program into Laserfiche.  I come back the next morning and it won’t work.  It may not work for 2-3 days and then all of a sudden one day it works.

 

I am not changing anything on the computer – same computer, same login, using the same programs.

 

I have looked at the configuration many times and it does say “Prompt to configure”.  It is holding my connection information.  But it still won’t print.

 

 

When it is not working, I can go into the printer properties and print a test page just fine.  But even after printing the test page, it still won’t print out of any program.  I have tried multiple programs.

 

How can I fix this?

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Replies

replied on January 16, 2015

Is Snapshot your default printer? If not, please set it as the default then test it. Do you get the same behavior?

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replied on January 16, 2015 Show version history

Yes, I do have it set as my default.  I should also add that I can pull up the printer window and see it "printing".  But the prompt never shows up and it never actually saves it anywhere.

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replied on January 16, 2015

If you reboot the box and have someone else login to windows and print with Snapshot do they get the same behavior? If you go to another machine and login with your credentials there, does the issue follow you to the new machine?

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replied on January 22, 2015

Today I tried to use Snapshot and it didn't work again.  I had someone else log onto my computer and try it.  It worked fine for them.  I logged onto their computer and used snapshot just fine.  When I logged back onto my own computer it still wouldn't work for me.  But I could go into properties and print a test page just fine.  It just won't work out of any other program.  It work maybe 1 day out of every 5 days that I try to use it.

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replied on January 22, 2015

The behavior you are getting means that there is a problem with your profile on your machine.  You will need to get your IT involved as they will need to make some changes in the LF Admin console by clearing your profile using 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 (in this case, yourself) 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
7. On the problem machine, go to the Windows Temp folder and the Users temp folder and delete all the files that windows will let you delete. If the file is in use, move on to the next files and delete those. Note that you may have to do this a few times and clear as much of those temp files.
8. Test after.

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replied on January 22, 2015

Thanks.  I will have my IT team give it a try.

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replied on January 28, 2015

I am still waiting for my Service Desk and LF Admin to try this fix.  But now I am having more customers come back and say "it worked fine before but now it won't work for me".  Is there something that would be corrupting the registry keys?  So far every user that tries to use it regularly is starting to have problems.

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replied on January 28, 2015

You should try all the steps detailed above.

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replied on February 4, 2015

Tried the steps on the Jan 22 post.  Snapshot still does not work for me.  I can print a test page from the printer properties page but can't print from any other program.

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replied on February 4, 2015

Please have your VAR open a case with Support so we can look further into the matter.

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replied on June 29, 2016

Hi Jennifer! Were they ever able to find a solution to your issue? I am having the exact same problem with a single user:

 

-My LF snapshot setting are exactly the same as hers (both Windows 10, both LF 9.2.1, same snapshot config)

-When I try to print a specific pdf to LF snapshot it brings up the dialog box, when she tries to print the same pdf to LF snapshot it gets stuck in the printing queue (just like your screenshot above)

-When I logged in to her machine with my user credentials I had the exact same issue (so it isn't user specific)

-I uninstalled and reinstalled ALL laserfiche components on her machine twice, that still didn't fix the issue

-It's happened with other PDFs and word docs, so not pdf specific.

-It seems to be how LF is communication with the print queue, it's just getting stuck and never making it to the dialog box on that one machine.

 

Just was curious if they were ever able to find a fix!

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replied on November 8, 2016

Does anyone have an answer for this.  I've tried all the steps involved above and it still does nothing. It prints but never comes back with prompt.

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replied on November 8, 2016

Please open a case with your VAR so we can look into the matter.

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replied on January 5, 2018

Has there ever been any resolution on this?

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replied on April 19

I too am looking for some resolution on this. Have a few this his happening with now.

 

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