Solutions for common Work client issues, including Checkin and Outlook performance
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Solutions for common Work client issues, including Checkin and Outlook performance
Lindsey Bainter, iManage Manager, Customer Care
Asna Khan, iManage Team Lead, Customer Care
1. Office Integration 2. EMM 3. Compatibility
Office Integration
Office Integration • Documents do not check back in automatically ▪
Add-ins Disabled
▪
PRF left behind
▪
Virtual desktop
• Verbose Logging
6
Problem: Documents Don’t Check Back in Reason #1 -> Add-in is Disabled
Symptoms:
Cause:
• iManage Ribbon is missing
• Application Crash
• Save and open default to local dialogs
• Load Behavior:
• Document does not check in on close
• 0 or 2 = Disabled
• History shows checkin was application DeskSite or Outlook vs. Word, Excel, PPT
• 3 = Enabled
7
Problem: Documents Don’t Check Back in Reason #1 -> Add-in is Disabled
Solution 9.x
Solution 9.3.2 and later
• Add iManage Add-ins to the DoNotDisableAddinList for each application
• Installer now adds Work add-ins to these registry keys automatically
• (Only available for Office 2013 and later)
• Known issue NT-64505 – User clicks Yes to disable the Addin, it can still be disabled.
8
Problem: Documents Don’t Check Back in Reason #1 -> Add-in is Disabled 9.x Office Add-in
Work 10 Office Add-in
- WorkSiteOffice2007Addins.Connect
- Imanage.ApplicationVSTOAddin.15
- Com-integration
- VSTO
9
Problem: Documents Don’t Check Back in Reason #1 -> Add-in is Disabled 9.x Adobe Add-in
Work 10 Adobe Add-in
- iManAcrobat10.api
- iManageWorkPlugin.api
- iManAcrobatReader10.api
- iManageWorkPluginRd.api
- iManAcrobatRes.dll
- iManageWorkPluginRes.dll
10
Problem: Documents Don’t Check Back in Reason #2 -> PRF is left behind
Work 9.X
Work 10
• Checkout: File and PRF copied from File Store to NrPorbl
• Checkout: Hidden PRF attached
• Checkin: File and PRF copied to NRTEcho
• Checkin: Document and PRF stay in folder
• PRF can be modified • Software keeps handle on the PRF
11
Known Checkin issue NT-59986 - Closing Excel 2016 does not kill the process, causing next time it opens to not load the integration. If the integration is missing, documents will not check back in. (Solution is also available as CSAR-2325 in 9.3.1)
Solution: 9.3.1: • NT-60478 resolved in CSAR-2325
9.3.2: • Fixed 10: • Not applicable
12
Changes in Checkout and Checkin Method
Work 9.X Checkout: • Copies to -> C:\NrPortbl by Default • Directory Structure -> …Database\Userid • File naming convention-> Docnum_Version Checkin: ▪ Document is removed from NrPortbl ▪ If Echoing, copied to NrtEcho ▪ Uploaded to File Server
Work 10 Checkout: • Copies to %appdata%\iManage\Work\Recent\%Workspace% • Directory Structure is Matter Centric • File naming convention DocName (Docnum_Version) Checkin: • Document copy remains in Folder • Uploaded to File Server
13
Coming Later in Work 10 Enhancements to Manage the Recent folder
• NT-63637 Support encryption of Recent folder • NT-63636 support to purge old files from Recent folder
14
Problem: Documents Don’t Check Back in Reason #3 -> Virtual Desktop session is disconnected
Problem: • User is working on a document in Citrix, goes to lunch and their session timesout • Citrix kills the applications (not gracefully) and document is left in NrPortbl
Known Defect: NT-62423 - Documents do not check back in if VDI or Citrix session is disconnected
Workaround in Work 10 •
Work 10 -> Save and Sync button
▪
9.3.2 and later -> Classic client
15
Verbose Logging Work 9.X
•
Middleware logging - Provides logging on the iManage.dll. Client talks to Server. Use for Login issues, Refiling, displaying folder content
•
Integration logging – Used for logging Office issues. Lost Edits, errors, 0 byte files
•
iManext logging -> Extension library. Dialogs and all functions of WorkSite
•
EM logging -> Toolbar not loading, performance issues, filing issues
•
FileSite / BulkLoader -> FileSite provides logging for client side filing requests
•
Suggested Filing -> Logging to understand why a specific suggestion is made to user or none at all
•
WSMapi logging -> Filing operations using the Inbox filer, Sent Items filer, and filing suggestions or saving attachments
•
OffSite – Performance issues during syncing, errors, and why content is not synched.
16
Verbose Logging Work 10
• New Standardized Verbose Logging …iManage\Work\LogConfig.xml Change
to
• New Standardized Log Location %localappdata%\iManage\Work\Logs
17
EMM
Common EMM Problems • EMM Add-in causing Outlook Slowness ▪
Caused by: • Filers • Suggested Filing • EM Toolbar • Painting Icons
• Graphical issues in Outlook ▪
VDMs
▪
Black Boxes
19
EMM
EMM Add-in causing Outlook Slowness
Symptoms:
Cause:
Solution:
• Hang on Receiving Emails
• Inbox Filer
• Fixed in 9.3.1 and later (NT-53826)
• Delay or Hang when typing
• Process threads are now set with a lower priority to improve desktop client performance
20
EMM
EMM Add-in causing Outlook Slowness Solution: Pre 9.3.2: • Disable Sent Filer on client (Disable Sent Filer = TRUE) Symptoms: • Hang on Sending emails • Hang on launch of Outlook • Outlook not responding in Outlook Title bar
Cause: Sent Filer
9.3.2: • Sent Filer disabled by default
10: • Removed Inbox and Sent Filers • Install CSAR-2300v2 on WCSE 9.3.1
21
EMM
EMM Add-in causing Outlook Slowness Symptoms:
Cause:
Solution:
• Hang on scrolling Inbox
• Suggested Filing Database (SDF)
Pre 9.3 (iwovefsdb.sdf) • SDF > 2 MB = problems Control the size of the SDF • Location of SDF (local vs network drive)
• Delay when using arrows • Delay on Send • Delay when clicking inside EMM toolbar
9.3 – 9.3.2 (imanefsdb.sdf) • DisableDefaultSuggestion: 2 Caveat: Manual Suggestions 10 (imanefsdb.sdf) • Optimized suggested filing algorithm • MAPI instead of OOM
22
EMM
Outlook performance issues due to EM Toolbar Symptoms:
Cause:
Solution:
• Delay when opening or closing emails
• IsMessageFiled function
Pre 9.3: • ShowEMToolbarOnReadEMail: 0
• Outlook Not Responding
• Doesn’t load EM toolbar
• Blue circle appears
9.3.1- 9.3.2
• Optimized the IsMessageFiled function 10 • Fast launch due to removing of 3rd party component 23
EMM
Outlook slow to Launch
Symptoms:
Cause:
Solution:
• Outlook slow to launch in Online mode
• Painting Linked Folder icons
Pre 9.3: • MaxPaintRunCycle: 0 Caveat: Icons not painted
• Hangs on “Processing” message
9.3 and later • Optimized Linked folder icon painting algorithm
24
EMM
Graphical issues in Outlook
Symptoms:
Cause:
Solution:
• Missing captions in Outlook tree navigation pane
• Custom VDM file created for each folder Highlighted in FileSite
Pre 9.3.2
• Outlook Ribbon is missing Buttons
NOTE: Only applicable to Outlook 2013 and later
• Fixed (no need for CSAR)
• Apply CSAR-2384 9.3.2 and later
25
EMM
Graphical issues in Outlook
Symptoms:
Cause:
Solution:
• Black boxes on the EM Toolbar
• GDI+ object leak in EM Toolbar component
Pre 9.3.2:
• NT-60478 resolved in CSAR-2419v5 9.3.2: • Fixed 10:
• Not applicable
26
EMM
Graphical issues in Outlook
Symptoms:
Cause:
Solution:
• Black boxes on Outlook buttons
• Memory leak in Outlook 2016 or 365
• As diagnosed by Microsoft, the symptoms manifests when Outlook uses more than 1.6 GB of virtual memory.
• Sections of Outlook appear white • Distorted Outlook tree pane • Emails opening with blank content • Missing navigation panels
• Outlook crashing
• The fix for this specific issue is planned to be released in 3 patches. • The first part was released in March via update KB3178668, part two was released in June with KB3191932 and a third patch TBD.
27
Compatibility Work 10 NPE with Classic FileSite / DeskSite Clients
28
Compatibility with Classic Clients • Deployment • Under the Hood • Gotchas • Requirements
29
Compatibility with Classic Clients Deployment To install the iManage Work New Professional 10.0.2 Clients with DeskSite or FileSite 9.3.3 Compatibility: 1. Verify that FileSite or DeskSite and all other iManage Work add-ons are completely uninstalled. 2. Install 9.3.3 Silently: Setup.exe /s /v"/qn SERIALNUMBER=
EM_STATUS=OFF"/v"INT_3P=0" or: MsiExec.exe /i /qn SERIALNUMBER= EM_STATUS=OFF INT_3P=0
3. Run iManage Work.exe to install 10.0.2 Work 10 Client 4. If you have installed FileSite, manually enable the FileSite Add-in in your Mail SetupOutlook\Data Files
30
Compatibility with Classic Clients Under the hood
01
02
Add-in Old Com-Add-in is Removed
Add-in New VSTO add-in is installed
03
04
Checkout method NrPortbl and NrtEcho code removed
Checkout method Code added to checkout to User’s Profile
05
06
SDF Backup is made of old suggested filing DB
SDF SDF is converted to new format
31
Compatibility with Classic Clients Gotchas
• All documents should be checked-in prior to upgrade ▪
Documents in NrPortbl are not moved to the new checkout location
• NrPortbl and NrtEcho not deleted
• History now shows “Release” activity on Checkin if no changes are made
32
Compatibility with Classic Clients Prerequisites and Requirements • Supported Platforms: • • • • •
Microsoft Windows 7 (64-bit only) Microsoft Windows 8.1 and 10 (64-bit only) Microsoft Office 2013 (x86 andx64) Microsoft Office 2016 (x86 and x64) Adobe Acrobat DC 10 or 11, (Adobe Reader support added in 10.0.1)
• Requirements • • • • •
Microsoft Office 2013/2016 only (x86 or x64) Works with 9.3.2 and 9.3.3.DeskSite/FileSite, English versions only iManage Work Communications Server 9.4 or later iManage Work Server 10.0.1 and higher Microsoft Framework .NET 4.5.2 Note: Not compatible with Co-Authoring, OffSite, DealBinder, iManage Share, Workflow Manager, Visio
33
Summary • Actions we’ve taken in our product to mitigate check-in problems due to commonly reported problems • Reasons to enable certain verbose logging in the client and how we improved the logging process in Work 10 • EMM problem related to performance and configuration changes to resolve • Graphical issues with EM in Outlook and solutions • How to run Work 10 and classic Clients together
34
Technical Resources EMM:
Logging:
• 9.X • Settings that Impact Performance • Show / Hide Email Toolbar • SearchInterval • MaxPaintRunCycle • VDM Fix • Disable Sent Filer • Control Size of SDF • Disable Default Suggestions • GDI+ leak fix
• 9.x • • • • • • • •
• Work 10 • How to Turn off Send and File dialog in Work 10 • How to reset the icons in Work 10 • Where is the “Default Email Folder” and “CC vs. BCC” in Work 10? • Where is the background email filing folder for Work 10? • Suggested Filing in Work 10
Middleware logging Integration logging iManext logging EM logging FileSite / BulkLoader Suggested Filing WSMapi logging OffSite
• Work 10 • WSMapi logging in Work 10 • Verbose Logging in Work 10
Office: •
How to view the PRF (profile) content of a document in Work 10?
35
Known Issues Why Documents Remained Checked Out • Resolved in 9.3.2 ▪
NT-53683 - Certain documents do not check back in. Error: One or more documents could not be checked in
▪
NT-59112 - With UseAutomationOverDDE registry key set to 1, Excel does not quit from task manager on exit. Because the process does not end, the iManage integration is missing on next launch. Because the integration is missing, the documents do not check back in when closed from Excel
▪
▪
NT-40241 - Opening an NRL attached to an Outlook message opens Word document in Protected View. The result is that documents opened by NRL links when Word and DeskSite are not open do not check back in when the application is closed.
▪
NT-52645 - Documents Remain Checked-Out after Using the Office "Convert" utility
NT-59986 - Closing Excel 2016 does not kill the process, causing next time it opens to not load the integration. If the integration is missing, documents will not check back in. (Solution is also available as CSAR-2325 in 9.3.1)
Continued on next slide 36
Known Issues Why Documents Remained Checked Out Continued
• Resolved in Work 10 ▪
NT-52645 - Documents Remain Checked-Out after Using the Office "Convert" utility
▪
NT-47634 - Word 2013 Signature files aren't auto checking back in
▪
NT-56727 - "Close All Windows" sometimes leaves documents checked out.
▪
▪
NT-54775 - Documents with Read permissions in Active Directory Rights Managment services (RMS) remain check out after closing NT-56469 – Sometimes documents do not check back in after Save as New Version if NrPortbl is on a network drive
• 3rd Party Issues ▪
If a protected document is open in the background, then a newly saved document does not checkin automatically upon File | Close unless Word is exited.
▪
Apply Microsoft Updates for Office 2013 resolve
▪
Excel Documents remain checked out due to intApp Time Builder
• Resolved in 9.3.3 ▪
NT-31225 - Read-only password protected Word and Excel documents stay checked out when closed
37
Q&A
38
Thank You Lindsey Bainter, Manager – Customer Care [email protected] Asna Khan, Team Lead – Customer Care [email protected]
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The Way Professionals Work
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