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Difficulty Finding what I need in Support, KB Knowledge Base Knowledgebase articles

asked on February 25, 2015 Show version history

Hi all,

I went looking for the latest fingerprint software but wasn't successful. The search phrase "viewing the hardware fingerprint" never occurred to me (thanks to Alex H. for the link). 

I've often had trouble with the support search engine and was wondering if other metadata could be added? 

Does anyone else have this kind of trouble? 

I tried: 

"showhwfp download"

"showhwfp software"

"showhwfp download 32"

"showhwfp software 64"

"finger print software"

"fingerprint software"

...and so on.



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replied on February 25, 2015

I like to start my search from google with qualified. Maybe a weird way to go about it since I'm searching a search page, but it works for me as it appears equivalent to running multiple searches on the search site at once and then returns a better relevance ranking.


Here's an example:


The second result of your search "showhwfp download" is your desired result page of "Viewing the Hardware fingerprint".


Often it won't take you directly to your desire result but it will take you to a search listing on the support site which contains your desired result.

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replied on February 25, 2015 Show version history


By adding "9" it does take me there... showhwfp download 9

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replied on February 25, 2015

Odd, I see:


if I put it into the support site:


Of course if I search as Alex did it shows up same as his.


I guiltily admit I do not filter my results on the left side as often as I should. I'm not sure if it's because I see General, Product Help, Forums, KB, and don't immediately distinguish the difference, know exactly where my search applies to, or lazily enjoy google doing it for me.

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replied on February 25, 2015

I would agree that the search of both the main support site as well as the answers site is rather poor.  When I do use them, I tend to have to search through many pages of unrelated hits to find what I am looking for.

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replied on February 25, 2015

Thanks for the feedback regarding the support site search. For those that are searching from within the support site, are you also filtering the results? For example, when I search for "showhwfp" and filter for the knowledge base, this is what I see

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replied on February 25, 2015

Hi Alex,

That works fine on my end too. I don't remember if I filtered or not but I see the results there now. 

I suspect I was looking for a topic that matched the previous article "Offline Activation For Version 8 Laserfiche Products."

You proven (in this case) there's no issue with the search engine so I feel compelled to mark this topic as resolved but equally you by and Carl.

Before I do close this query, a number of people of up-voted the original query so I'd like to know if they can provide other examples of search experiences.

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replied on February 25, 2015

We welcome any feedback to help improve the support site experience. If people can provide their search term, the results that they get, and the actual piece of information they are looking for, that will be very beneficial to us.

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replied on February 26, 2015

Hi Ben


We've had customer experiences whereby when running into issues, the customer found the relevant information on Laserfiche support via Google faster than we found it by navigating the support site. As a result, we use Google to reference the problem which delivers us the required Laserfiche support item or KB! We are getting the right info but in the wrong way so perhaps a rethink on the support site navigation may help.

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replied on March 2, 2015

I echo the above search comments as well. I searched for 'Product Roadmap' from the support home page and it referenced every article and post that contained the term, but as for a link to the road map itself, no such luck. (I eventually noticed the link to it over on the right side of the home page.)

I too would like advanced search ability in Answers, and a preview of the question if you hover over it, so as to not to waste time opening posts like 'Workflow question' on the chance it might have some relevance for me. (It's done for the answer, but would be nice for the question.)  

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