GoFileRoom: Alerts and notices

Alerts and notices
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This topic compiles important information related to your software, such as the status of known issues, recently corrected problems, and answers to common questions.

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User bulletins

GoFileRoom setup checklist and troubleshooting guidelines

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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
08/10/18 FirmFlow N/A Verified 08/15/18 TBD FirmFlow reports generating small print and/or odd borders

After the 8/10/18 update of GoFileRoom, we are receiving reports of FirmFlow reports generating with small print and/or odd borders. We are investigating this issue and will update this alert when we have additional information.

08/10/18 FirmFlow N/A Verified 08/15/18 TBD Unable to enter descriptions for barcodes in FirmFlow

After the 8/10/18 update of GoFileRoom, we are investigating reports of being unable to enter descriptions for barcodes in FirmFlow. We will update this alert when we have additional information.

08/10/18 View Documents N/A Notice 08/15/18 Notice Possible error when viewing documents

We have received reports of the following error when attempting to view documents from GoFileRoom: 'Certificate error - The application experienced an internal error loading the SSL libraries.'

The SSL error is relating to Office 2013 or 2016 being unable to recognize anything newer than TLS 1.0 on Server 2008 R2, and possibly Windows 7. Please review the following resources to assist with adjusting your environment to resolve the error:

Microsoft Technet article

Microsoft Support article

08/10/18 Search Documents N/A Fixed 08/10/18 Hotfix Add Documents search field displaying narrowed appearance

After the 8/10/18 update of GoFileRoom, we received reports of the 'Add Documents' search fields displaying a narrowed appearance. This issue has been resolved.

08/13/18 Upload Service 17.0.1 Notice 08/13/18 Notice Authentication issues with outdated Upload Documents Service installations

If your firm has not updated to at least version 17.0.1 of the Upload Documents Service (released in Fall 2017), you may experience issues with the service logging into GoFileRoom. This is due to changes in data security protection regulations. We recommend that you make a copy of the folder containing any queued documents, then uninstall the service and re-install version 17.0.1. If you are a GoFileRoom administrator, you can find the download in GoFileRoom by clicking on your name in the upper right hand corner. Once installed and configured, copy your documents folder back into the proper location and restart the service.

08/13/18 Integration N/A Open 08/13/18 TBD Script errors when integration with GoSystemTax RS

You may receive an error when printing from GoSystemTax RS to GoFileRoom. We are working on resolving this issue, and will update the alert when we have additional information.

Error text:

"An error has occurred in the script on this page. Line: 1 Char: 1 Error: Function expected Code: 0 URL: Do you want to continue running scripts on this page?"

"Error: 0 occurred while trying to send the document to GFR - at line 0"

08/10/18 Platform N/A Notice 08/10/18 N/A Steps to take if you have issues with GoFileRoom after the release on 8/10/18.

With the release on 8/10/18, you may have issues logging into or viewing certain pages in GoFileRoom. If you do, follow these troubleshooting steps.

Restart Internet Explorer after each step to ensure that your changes take affect. Note that you may need to use Windows Task Manager to exit all sessions, even those running in the background.

1. In Internet Explorer, choose Tools > Compatibility View Settings and remove gofileroom.com from the list of websites. Clear your cache, and then reset Internet Options. Follow the GoFileRoom setup checklist and troubleshooting guidelines to set up Internet Explorer again.

If you are still having issues, navigate back to Compatibility View Settings and clear the Display intranet sites in Compatibility View checkbox.

2. Clear your temporary internet files from Internet Explorer. Note that if you have GoFileRoom saved as a favorite, you will need to clear the Preserve Favorites option.

3. Choose Tools > Internet Options and click the Advanced tab. Mark the option to Use TLS 1.2.

4. Choose Tools > Internet Options and click the General tab. Clear the option to Delete browsing history on exit. If marked, the Compatibility Mode settings are erased every time you close Internet Explorer.

5. Re-install the GoFileRoom add-in using the steps in Uninstalling and reinstalling the GoFileRoom Client Add-In. Pay special attention to steps 4-6 in the article.

6. In Internet Explorer, choose Tools > Compatibility View Settings and clear the Use Microsoft compatibility lists checkbox.

7. If your firm uses Group Policy, you will need to remove gofileroom.com from the compatibility view in Internet Explorer. See the GoFileRoom setup checklist and troubleshooting guidelines for instructions.

In some cases, the registry is not updating after doing this step. You'll need to remove gofileroom.com from the following registry keys. We strongly recommend that this be performed by your firm's IT professional, and that you back up your registry before making any changes.

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList

HKEY_CURRENT_USER\Software\Policies\Microsoft\Internet Explorer\BrowserEmulation\PolicyList

08/10/18 FirmFlow 16.2.5 Fixed 08/15/18 Hotfix **Fixed** Issues with FirmFlow routing to complete step

**Fixed**

 

We are investigating an issue where firms are currently unable to route workflows to the completed step. We will update this alert when we have a workaround available.
08/10/18 Platform N/A Notice 08/10/18 N/A Pages not loading

If you are having issues with pages not loading, please go to Internet Explorer's Internet Options > Advanced tab and uncheck Check for signatures on downloaded programs.

08/10/18 Platform N/A Notice 08/10/18 N/A Errors when attempting to edit documents

If you are having issues editing documents from within GoFileRoom, please ensure you have installed the latest version of the add-in installed, version 18.0.4. To obtain a copy of this add-in, log into GoFileRoom, click on your name in the top right corner and then click "Client Add-in". Save the file down locally, Once saved, close Internet Explorer and all MS Office applications (including Outlook). Right click on the add-in and choose the option to "Run As Administrator". Once this installation is complete, you should be able to edit documents.

08/02/18 Platform N/A Notice 08/02/18 N/A August 10th GoFileRoom release will require an update to the GoFileRoom Add-in

As part of Thomson Reuters' ongoing monitoring of security best practices, GoFileRoom will be upgraded to use Transport Layer Security (TLS) v.1.2. This upgrade is scheduled to occur from Thursday, August 9th from 11:00 PM until 4:00 AM (ET) on Friday, August 10th. Due to these changes, add-in version 18.0.4 must be installed in order to utilize full functionality with GoFileRoom. Information regarding this release can be found in this user bulletin. Information on obtaining and deploying the new add-in can also be found within this H&HTC topic.

02/15/18 GoFileRoom 17.0.4 Opened 02/22/18 TBD Login Issues with GoFileRoom Site

In some cases, GoFileRoom site will cause login issues.

Our development staff is aware of this issue and is working to resolve.

SalesForce # 01899750

If you have users reporting login issue with the GoFileRoom site, please provide the server the user is hitting and update the SalesForce ticket with the server name and DBID. To access the server name, please click the link below. https://www.gofileroom.com/server.asp

02/19/18 FirmFlow 16.2.2 Verified 02/19/18 TBD Bulk Update confirms successful but workflows do not update overnight

In some circumstances, when performing a bulk update, GoFileRoom will confirm the update is successful; however, when the update is completed overnight, the workflows show no changes.

This can occur if the workflows do not have a deliverable setup within the Deliverables tab. You can work around this by including a deliverable in your bulk import. Development is aware of the issue as working to address it in a future update

This is Salesforce ticket 01903729 which has been tied to TFS #1338756 which is currently being tested in QA for future release.

01/24/18 ALL N/A Verified 01/24/18 N/A Phishing E-mail
There has been a confirmed phishing e-mail being sent to CS Professional Suite users from cs.service@thomsreuters.com. Below is a facsimile of the email being received.

Hello,

Your account has been Approved, you are all set but do not forget to verify your CS Professional Suite Account.

CLICK HERE to verify your CS Professional Suite Account.

*Link Expires in 24 hours

If you speak with a customer that has received this e-mail, please contact the Support-Incident Management team.

01/15/18 FirmFlow 16.2.1 Fixed 01/24/18 16.2.1 FirmFlow routing notification emails

In some cases, FirmFlow routing notification emails contain #ReplaceBody# in the message instead of the workflow details.

Our development staff is aware of this issue and is working to resolve.

SalesForce # 01854245

01/15/18 ClientFlow 16.2.1 Fixed 01/24/18 16.2.1 Unable to assign specific clients to a ClientFlow portal user

Currently, in order to assign clients to a ClientFlow user, at least one document has to be filed for that client.

As a workaround, if a client you would like to assign to a ClientFlow portal user is not available to select, add at least one document to the client within GoFileRoom. Once a document is added to the client you will be able to assign the client to a ClientFlow user.

Our development staff is aware of this issue and is working to resolve.

SalesForce # 01854204

If a Client is available in the ADD section of GFR and does not have any documents assigned to the same client in SEARCH section, they cannot assign this client to a portal user. Currently, in order to assign clients to a portal user, at least one document has to be filed for that client. This issue changed with the release on Friday 1/12/18. You should be able to add a client to a portal user without any docs being filed to that client.

12/14/17 Integration N/A Verified 12/14/17 TBD Practice CS invoices not uploading to GoFileRoom

In some cases, Practice CS will freeze when uploading invoices to GoFileRoom. When using Practice CS version 2016.2.7 or earlier, this appears on the first or second invoice when sending multiple invoices. When using Practice CS version 2017.2.2, invoices are not immediately available in GoFileRoom even though the Practice CS program does not freeze and invoices appear to upload. In those cases, repopulating the Invoice and Statements indexing dialog and mapping item again resolved the issue.

This issue appears to be intermittent for invoices that are properly indexed to upload.

Our development staff is aware of this issue and is working to resolve.

Workaround: If this does become an issue for your firm, you can make the following changes in your network installation setup. We recommend that these changes be made in consultation with your IT professional -

1. Identify where your Practice CS shared files are on your network. On a local installation, the default location for this is C:\WINCSI\Practice CS\

2. Open the NetworkInstallation.ini file in Notepad

3. In the section labeled [appsettings] add the following line:

GoFileRoomUrl=https://member.gofileroom.com

4. Save and close the NetworkInstallation.ini file

5. Close/reopen Practice CS and test uploading invoices to GoFileRoom.

12/4/17 Platform N/A Notice 12/4/17 Notice How to access your CPE Certificate(s)

Did you know you can view or download your CPE Certificates for Thomson Reuters courses by logging in to your CS Web Account? For instructions, see Obtaining your CPE Certificate(s) via the My Account page.

08/21/17 Document Management 16.1.6 Notice 08/23/17 ADOBE ISSUE Adobe DC release 2017.012.20095

Adobe DC released version 2017.12.20095 which might cause GoFileRoom Add-in to disappear in Adobe DC. This is not a GoFileRoom issue. Please see the Adobe forum below. You may need to contact Adobe support or uninstall and reinstall Adobe DC to resolve the issue.

https://forums.adobe.com/message/9767854#9767854

07/07/17 FirmFlow 16.1.6 Fixed 12/11/17 16.1.6 Ability to complete multi steps during routing is broken

When routing a workflow and using the multi value search to complete multi steps displays white screen

SalesForce # 01391350

07/07/17 FirmFlow 16.1.6 Fixed 12/11/17 16.1.6 Options button missing in FirmFlow Reports

When running FirmFlow Reports, the Options button does not exist to Export to Excel, Export to PDF and Set Preferences

SalesForce # 01391335

06/26/17 FirmFlow 16.1.5 Fixed 12/11/17 16.1.6 Option to email workflows using Outlook is missing from Search Workflows

When you search for a workflow in FirmFlow, you may not see the option to "Email Workflow(s) using Outlook" in the right-click menu. To email using Outlook, first route the workflow to yourself, and then access it from My Work.

This is fixed in the update scheduled to be released on July 6th.
06/28/17 Platform N/A Notice 06/28/17 N/A Responding to questions regarding Petya ransomeware

For users asking questions about this, here is the approved Thomson Reuters customer statement regarding Petya ransomware.

"Thomson Reuters takes the security of its global systems seriously. We are well aware of the latest, highly publicized, Petya ransomware attack that has impacted a number of organizations around the world, and our systems continue to function normally.

We are continually monitoring our systems to ensure the protection of our customers’ information and achieve consistent reliability of our products and services.

In the event customers experience any difficulties, they should contact their customer representative as usual.

04/04/17 Utilities 16.1.4 Verified 06/25/18 TBD Misleading error message when logging in via utilities

When your GoFileRoom password has expired, you will not be able to change your password when logging into GoFileRoom via a utility (such as the Quick Launch). The utility will display an error message indicating that your password is incorrect, when it really is expired. You will need to log into GoFileRoom via Internet Explorer, change your password, and then you will be able to log in as you typically do.

01/27/17 Platform N/A FYI 01/27/17 N/A NetClient phishing email
If a user reports that they or their client(s) received a suspicious email about NetClient, refer the user to Protecting your firm and clients against phishing scams and instruct them to report this to the IRS. See the “Help Catch the Culprits – Report Phishing Attempts” section at the bottom of the HHTC topic for instructions on how to report.
11/30/16 Document Management 16.1.1 Verified 01/16/17 TBD Unable to download documents from m.gofileroom.com

Unable to download documents from m.gofileroom.com.

10/18/16 Document Management 16.1.1 Verified 02/20/17 Fixed for Office 2010 and 2013 Edit option grayed out when attempting to edit MS Word or Excel files

When attempting to edit a document from MS Word or Excel (fixed for Office 2010 and 2013; still outstanding for Office 2016 and Windows 10), the option is grayed out. If this is the case, please verify permissions for the Windows profile, as well as the items on the GoFileRoom setup checklist and troubleshooting guidelines, paying particular attention to settings in IE and the items within View Browser Requirements on the GoFileRoom login screen. Additionally, ensure there are no add-in conflicts (such as the Send to Bluetooth add-in within COM add-ins).

Once all above troubleshooting has been done, please review Salesforce ticket 00935501 for additional steps. Also review TFS 1010197. The registry key fixes within that TFS can be found in this INTERNAL ONLY H&HTC topic: http://cs.thomsonreuters.com/ua/gfr/cs_us_en/kb_internal/edit-button-unavailable-in-internet-explorer-after-it-checklist-completed.htm