Troubleshooting FAQs
There are a number of common questions that come up for FileHold users where something is not working the way they expect. Many have simple answers and some will require administrative or support assistance. The following questions, in no particular order, are what we hear most along with the most common resolutions or next actions.
If you received the message "An unexpected error occurred in the FileHold Desktop Application. Please try again. If this happens multiple times, please contact FileHold support.", do the following steps:
- Attempt the operation one more time in the FileHold Desktop Application.
- Repeat the operation in the Web Client, if applicable. If it works in the Web Client, then the issue can be narrowed down to only the FileHold Desktop Application (FDA).
- Click Details to view the error details. Click Copy to Clipboard to send the error to the FileHold support team at support@filehold.com.
- If the issue resides only in the FDA, send the trace and error logs to the FileHold support team at support@filehold.com. Follow the instructions here to get a copy of the trace and error logs. Once the logs are analyzed by the support team, they will send instructions or set up a meeting to resolve the issue. If the issue also resides in the Web Client, see the following FAQ for instructions.
If you received the message "An unexpected error occurred...", do the following steps:
- Contact your system administrator and report the details of the error such as what you were trying to accomplish in the system, where the error occurred, and so on.
- Click Details to view the error details. Click Copy to Clipboard to send the error to the FileHold support team at support@filehold.com.
- A system administrator can run the Health Checker report on the FileHold server and send the results along with the Windows log files to support@filehold.com. Once the logs are analyzed by the support team, they will send instructions or set up a meeting to resolve the issue.
If you received the message "The FileHold system is not activated. Please contact your system administrator to enable the license.", do the following steps:
- Contact your system administrator to let them know the FileHold license has been deactivated. There are a number of reasons why a license could become deactivated.
- A system administrator can use these instructions to obtain and upload a new license file.
Depending on permissions, you may or may not have access to particular documents in the FileHold library. If you think that you should have access to documents that you cannot see, do the following steps:
- Contact your library administrator and/or system administrator and let them know what documents you should be able to view in the library.
- The system administrator can check to ensure that you are placed in the proper security groups.
- The library administrator can check to ensure that you have access to the proper cabinets and folders and membership to the schema.
If you have lost your password, and there is no option to reset your password from the login screen, you can ask your system administrator to reset the password for you. If you have exceeded the number of login attempts, you system administrator will also need to enable your account. This typically only occurs for locally managed users.
If you are a system administrator and have lost your password, this can be reset using the FileHold Instrumentation Tool (FHIT) utility on the FileHold server.
If the FileHold tab is not showing on the ribbon in any of the Microsoft Office applications (Word, Excel, PowerPoint, Visio, Outlook, OneNote), the add-in may need to be enabled. Follow the Microsoft Add-ins troubleshooting article to solve this issue.
If you do not have the URL for FileHold, contact your system administrator for the link.
The URL format for the FileHold Desktop Application (FDA) should resemble the following example:
http(s)://<servername>/FH/FileHold/
For the Web Client URL, the link should resemble the following example:
http(s)://<servername>/FH/FileHold/WebClient/LoginForm.aspx
If you received the message "An error has occurred and the document will be sent back to the Inbox...", do the following steps:
- Attempt to send the documents into the library one more time.
- Add a document through the Web Client, if applicable. If it works in the Web Client, then the issue can be narrowed down to only the FileHold Desktop Application (FDA).
- If the issue resides only in the FDA, send the trace and error logs to the FileHold support team at support@filehold.com. Follow the instructions here to get a copy of the trace and error logs. If the issue also resides in the Web Client, contact your system administrator.
- A system administrator can run the Health Checker report on the FileHold server and send the results along with the Windows log files to support@filehold.com. Once the logs are analyzed by the support team, they will send instructions or set up a meeting to resolve the issue.