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Desktop Client Troubleshooting Guide

This article provides support information for troubleshooting the Desktop Client for version 09.

The document management system's desktop client is supported only on 3 key operating Microsoft operating systems.

  1. Windows XP Pro 32 bit with Service Pack 3
  2. Windows Vista Business, Enterprise and Ultimate (32 bit and 64 bit) with Service Pack 2
  3. Windows 7 Business, Enterprise and Ultimate (32 bit and 64 bit) with Service Pack 1

Current document management system requirements can always be found on the System Requirements page.

Useful links within this page:

Troubleshooting Guidelines

Enable Folder Options to be able to Troubleshoot

Windows Event Viewer Support

Desktop Client Logging Files

6 Common Issues with Desktop OS Configuration

  1. How it was installed
  2. .NET Framework Needs Repair or Updating
  3. Crashing when Logging in or Launching FileHold - four (4) separate reasons
  4. Crashing upon file upload or download
  5. Anti-virus / security suite conflicts with file activity caused by Desktop Client
  6. Network related

 

We recommend that you troubleshoot using the following guidelines:

  1. Does every Desktop Client user have this issue?
    • (if only one user or a few users have the issue, it must be something specific that is wrong with that user's PC)
  2. What Windows desktop operating system is used?
  3. What .NET framework is installed on the end-users PC that is having the issue?
  4. What times during the day do these occur?
    • Each user should keep a simple list of when it happens, and what they are doing at the time it happens and include the time it happens with this list for each occurrence of the issue.
    • Sometimes a pattern can be established that helps with troubleshooting
    • The time / event list kept by a user for a few hours or a day or two can be double checked against the user's Windows Desktop Operating system's Windows Event viewer and the FileHold Server event viewer by an IT administrator or help desk technician.
  5. What is the user doing when the problem occurs?
    • (Logging in, Check out a file, getting a copy of a file, viewing a file, sending a file to FileHold)

We will now examine various tools and methods of troubleshooting:

Folder Options on the User's Windows PC.

Please ensure that you have Folder options configured so that you can properly see the Folders mentioned in this article.

  1. Show hidden files should be enabled/
  2. Hide protected operating systems files should be unchecked.

FolderOptions.GIF

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Windows Event Viewer Support

  • The Desktop Client application makes use of the Desktop Operating systems' Windows Event viewer, while the FileHold Server application makes use of the Windows Event viewer on the server.
  • Both event viewers should be carefully examined for clues.

The Desktop Client application also makes use of two (2) log files to record issues.

  1. Trace.log
  • This log is only present if there are .NET framework errors occurring. The absence of this log does not mean anything is necessarily wrong.
  1. error.log (or errors.log)
  • This is the FileHold Desktop Client error log file - The absence of this log file also does not mean anything is necessarily wrong.

 

If you are using FileHold 12, then these log files are available in the Desktop Client via Tools > Export you can then export out the log file(s) to your desktop and send them into FileHold support for analysis. If a log file is blank, don't worry, there simply isn't any errors being logged at this time.

Please refer to this FileHold 12 Help Page to find out how to easily grab the error.log and trace.log from the FDA

If you are using FileHold 09, or older versions - then these log files are located in the user's Application data folder in a folder named FDA - the location of this folder differs depending on what operating system you are using. We provide a few examples to aid you in your search for these log files. Notepad, Notepad++ or other text file editors can open these files.

Example - Windows 7

C:\Users\YOUR USER NAME\AppData\Roaming\FileHold\FDA

Example - Windows XP Pro

C:\Documents and Settings\YOURUSERNAME\Application Data\FileHold\FDA

In addition, the options.dat file is located in this folder - this is where individual user preferences are located. Sometimes this file does not have the correct permissions for the Desktop Application to function normally.

Generally the Desktop Client can experience issues in six (6) areas:

1) How the Desktop Client was installed:

  • We recommend that the application be installed by an IT administrator and tested by the IT administrator so that it is verified that it can both connect to the FileHold server, and that normal operations (get a copy, check out, check in a file, add a new file, search for a file) are all possible.
  • The user should then login and repeat these tests to verify normal operation is occurring.
  • Before installation - It is a best practice to examine the properties of the Desktop Client Installer and make sure there is not an UNBLOCK button. If this exists, this should be clicked so that the application is not automatically blocked.
  • We always recommend shutting down ALL other applications and temporarily disabling Anti-virus before installing any type of application. Read the FDA Anti-virus Settings - Best Practices article.
  • Only install applications if you have permission and Windows rights to do so.
  • We recommend that you always right click an installer file and running as administrator without restricted permissions checked.

document management troubleshooting

 

 

 

 

 

 

 

  • Another common mistake is downloading a zip package and not unzipping the zip package when running the installer. This is not advisable for any reason at any time. 
  • Always unzip applications from their zip archives before installing and make sure you are not installing from a temp directory!

2) The User's Windows PC has a .NET Framework that is out of date or malfunctioning:

  • FileHold 09 requires .NET 3.5 Service Pack 1 or newer to be installed and functioning correctly.
  • Running a repair or updating to 3.5 SP1 (or newer) can resolve things.
  • We recommend that document management system customers reboot their desktop machines when a repair or update or new install is made of the .NET Framework.
  • You may see event viewer messages on the user's PC similar to this:

EventType clr20r3, P1 fda.exe, P2 9.0.0.0, P3 4c93d193, P4 system.windows.forms, P5 2.0.0.0, P6 461ef203, P7 16b7, P8 159, P9 system.componentmodel.win32, P10 NIL.

3) Desktop OS / Windows User Permissions Issues:

User's permissions on several Windows folders located on the Windows PC that are related to the operation of the Desktop Client have been changed, corrupted, blocked, or no longer function correctly

Location of Desktop Client Application Executable varies by type of Operating System - here are some example locations:

Windows XP Professional

  • C:\Program Files\FileHold\FDA

Windows 64 bit Vista / Windows 7 Example

  • C:\Program Files (x86)\FileHold\FDA

Windows 32 bit Vista / Windows 7 Example

  • C:\Program Files\FileHold\FDA

Windows User Permissions - General Troubleshooting:

Please note that these issues have happened to approximately 8 actual users since July 2009 when FileHold 09 was released, and there are thousands of people using the Desktop Client without any issue.

Issue #3 Continued - If the Desktop Client crashes on launch or login - then there are  (2) potential reasons;

Issue 3A) A user permissions issue problem with 1 or 2 directories that depend on which version of Windows you are using

  • Windows XP Pro 32 bit, Windows Vista 32/64 bit, or Windows 7 32/64 bit.
  • Since very few customers still use Windows Vista, we will give examples for Windows 7 and Windows XP. Feel free to use these examples if you are troubleshooting Windows Vista.

Solution for Issue #1:

  • One method of troubleshooting is to logon to the Windows XP as an IT administrator and try to run the Desktop Client application. If it functions normally (get a copy, check out, check in, search) - then it is most likely a permissions issue for the user who is having problems.
  • Customers report that by giving the EVERYONE group modify access the following two folders, the issue is resolved. You may also need to give the specific Windows user account / Domain user account rights to these two folders.

Example - Windows 7 x64 bit

  • C:\Program Files (x86)\FileHold\FDA
  • C:\Users\YOUR USER NAME\AppData\Roaming\FileHold\FDA

Example - Windows XP Pro

  • C:\Program Files\FileHold\FDA
  • C:\Documents and Settings\YOURUSERNAME\Application Data\FileHold\FDA

 

Issue 3B) An issue with the user.dat file - from sudden power loss, or some sort of operating system level conflict with Antivirus etc that has damaged the user.dat file.

Solution for second issue:

  1. Make sure the Desktop Client is fully exited, not running in any way
  2. Navigate to the user(s) folder and move the user.dat file to the desktop, then launch the Desktop App.
  3. You are looking for the user.dat file
  4. Move the user.dat file to the desktop and then launch the Desktop Client

Example - Windows 7 

C:\Users\YOURUSERNAME\AppData\Roaming\FileHold\FDA\89d5ffa6-31a6-4c5b-90c9-f61c7114da70

Note: If multiple people have logged on with the same Windows profile, to the same PC - then you will see multiple User folders - with the long GUID alphanumeric text string for each.  You can probably figure out which folder is which by comparing date/time stamps of the user.dat files

Example - Windows 7 x64 bit

  • C:\Users\YOUR USER NAME\AppData\Roaming\FileHold\FDA\UserGUIDFolderName

Example - Windows XP Pro

  • C:\Documents and Settings\YOURUSERNAME\Application Data\FileHold\FDA\UserGUIDFolderName

 

Issue 3C) Crashing / error when launching the User Permissions to activate FastFind feature in the Desktop Client

Solution:

1) Exit out of the FDA completely
2) Look for the settings.xml file - which on Windows 7 is in this location AppData\Roaming\FileHold\FDA\FastFind\settings.xml

3) Remove this file - then launch the FDA - you will now be able to set FastFind settings for that user PC. 

Issue 3D) Random crashing when "getting a copy", checking out a file, or viewing metadata

An error in the event viewer for the Windows PC that indicates this problem is (From a Windows 7 PC)

 

Event ID 33 – SideBySide – Activation context generation failed for "C:\Windows\system32\conhost.exe". Dependent Assembly Microsoft.Windows.SystemCompatible,processorArchitecture="x86",publicKeyToken="6595b64144ccf1df",type="win32",version="6.0.7600.16816" could not be found. Please use sxstrace.exe for detailed diagnosis..

 

Solution:

1) Exit out of the FDA completely

2) Find the view.dat file within this specific user's GUID folder on the PC. If multiple users are sharing the same PC, then there will be multiple folders - and you will need to find the correct file by looking for the date stamp on the view.dat file

Then remove the view.dat file. It is located in the <Application Data>\FileHold\FDA\<GUID> folder.

3) Launch the FDA - it should now run without issue.

ISSUE #4- - Crashing upon adding a File to FileHold or Downloading a file (Get a copy) or Checking out a file from FileHold:

If the Desktop Client crashes when you are trying to download a file, update a file, etc (Get a Copy, Check out, open in Viewer) then your FileHold download location directory should be examined for permissions issues.

Solution for Issue #4

Step 1:

  • Investigate permissions issues for the FileHold Desktop Client > Local Working Folder
  • Change the specific Windows domain account that is logged in - to have full control of this Local Working Folder.

Step 2:

  • Sometimes customers have their Local Working Folder set to a file server - there could be permissions issue on the file server to troubleshoot.
  • Sometimes this FileHold Local Working Folder is set locally on the PC.
  • In either case - perform the following tasks:
    • Try moving the Local Working Folder - please move this location temporarily to a local directory on the Windows PC where the FileHold Desktop Client is installed and running by performing the following steps:
  1. Creating a new folder on C: or D drive that is accessible to the user with the issue
  2. Logging into the Desktop Client and going to File Menu > Preferences and Settings > User Preferences and then changing the location to the new folder
  3. Test FDA functionality.

Windows 7 Example for where this Folder is typically stored:

C:\Users\YOURUSERNAME\Documents\My FileHold Documents

Windows XP Example for where this Folder is typically stored:

C:\Documents and Settings\YOURUSERNAME\My Documents\My FileHold Documents

Screenshot of FileHold Desktop Client Local Working Folder

MyUserPreferences.GIF

 

5) Windows Desktop - Anti-virus security suite related:

  • Anti-virus software and security suite software focuses on file activity. Document management software is intrinsically related to file activity.
  • This can cause a few different issues:
  1. Slow uploading or downloading of files ( file transfers ) from the document management server during Get a Copy, Check Out, Check in or Open File in Viewer operations.
  2. Interrupted file transfers
  3. The abrupt closing of FileHold Desktop Client while transferring a file

6) Network Related:

  • Occasionally, there can be network issues between FileHold Desktop Client and FileHold Server. WiFi networks especially can be prone to occasional interruptions, but Wired connections can also have this issue too.
  • If you suspect this to be the case, then the Desktop Client's error.log and trace.log generally contain network related issues being logged.
  • FileHold Desktop Client requires a stable network connection at all times since the Desktop Client functions only when there is a stable connection between the Desktop Client and the Document Management Server.
  • Sometimes user's need to VPN into their network to access FileHold remotely, VPN connections can also cause network reliability issues. For example, sometimes an out of date VPN client can cause sporadic and strange issues.