Application does not open or start

Alerts and notices

There are certain instances where FileCabinet CS will not open or start, and sometimes, no error message is displayed.

Many of these issues are due to interference from third-party applications that are installed on the workstation or in the server environment. We recommend that you work with your qualified IT professional to address these environmental issues.

Troubleshooting questions

To narrow down the cause that is preventing the application from launching, consider the following troubleshooting questions and expand the links to view more details.

If FileCabinet CS is installed on the network and the application does not open on one workstation, try launching it from different workstation.

  • If the application can be opened on one workstation, but not on another, it may indicate that the operating environment on latter workstation is preventing the application from launching.
  • If the application cannot be opened from any workstation, it may indicate that there is an issue on the server-level that is preventing the application from launching.

The following scenarios can also prevent you from opening the application on a single, or multiple workstations.

If you cannot open FileCabinet CS on a specific workstation, try running the application as administrator and/or logging into to the workstation as a different user, and then try launching it again.

  • If the application opens when you are logged in as a different user, it can indicate that there is an issue that is specific to the original user that's preventing the application from launching. For more information, see user-specific troubleshooting.
  • If you the application does not open when you are logged into the workstation as a different user (for example, local administrator, or domain administrator) then it indicates that the issue is specific to the workstation environment. For more information, see workstation and server-specific troubleshooting.

Error messages can provide helpful information that explains the cause of the specific error.

At other times, error messages are generic and do not provide enough detail. For example, the errors FileCabinet CS: fcab.exe has stopped responding and FileCabinet CS has stopped working are generic errors that only indicate that the FileCabinet CS is not responding, but does not explain why.

If you see a specific error message, you can search the Help & How-To Center for the error message to review the resolution.

If you were able to launch the application previously — for example, yesterday, in the last week, or in the last month — it indicates that something has changed in your operating environment that is preventing the application from launching. We recommend that you review possible changes on your workstation in that timeframe, such as recently installed third-party applications, updates to antivirus and firewall applications, updates to the operating system, and so forth.

If you have other CS Professional Suite applications installed, try opening one of those applications.

  • If you can open a different CS Professional Suite application, it will help narrow your troubleshooting specifically to FileCabinet CS.
  • If you are not able to open a different CS application, it indicates that something is affecting the whole CS Professional Suite.

The following scenarios can prevent you from opening other CS Professional Suite applications.

Troubleshooting network-wide issues

Review the following information if you are experiencing issues with opening the application that is affecting all workstations on the common network.

Scenario

Occasionally, when an open file is stuck in that state on the server, it may prevent FileCabinet CS from launching. You may receive an error message that references this file and/or an access violation.

Solution

Follow these steps to close files that are open on the server.

  1. Request that all users on the network close all CS Professional Suite and Microsoft Office applications.
  2. Verify that the CS Connect Background Services are no longer running via the Windows Task Manager.
  3. On the machine where the data is located, open the Manage Open Files screen. You can use one of the following methods to access the Manage Open Files screen, based on the version of Windows that you are running.

    Windows 7 and 8

    1. Right-click Computer (This PC on Windows 8) from the Start menu, or from the desktop, and choose Manage.
    2. Expand the Shared Folders item under System Tools.
    3. Choose Open Files.

    Windows Server 2008

    1. Open the Control Panel
    2. Choose Administrative Tools
    3. Choose Share and Storage Management.
    4. In the Actions pane on the right-hand side, choose Manage Open Files.

    Windows Server 2012

    1. Click the Start menu, and enter compmgmt.msc in the Search field, and then open Computer Management.
    2. In the console window, expand Shared Folders under System Tools
    3. Choose Open Files.
  4. Select and close any file that contains a file name or path that references the CS Professional Suite.

    Note: If the open files does not close, or if closing the file does not resolve the issue, try rebooting the server and possibly all workstations on the network.

Scenario

The CltList.cc$ file contains drawer information for the data location that is currently open in FileCabinet CS, or that you are attempting to open. In rare instances, this file may get corrupted and can prevent you from opening FileCabinet CS. You may see an error that specifically references the file, or one that is related to CltList.cc$ file.

Solution

To resolve the error caused by a corrupt CltList.cc$ file, see FileCabinet CS: Variant-persistent stream - invalid state (run-time) error.

Troubleshooting examples

The following troubleshooting examples provide scenarios and solutions to issues that relate to opening FileCabinet CS.

User-specific issues

Scenario

A single user is unable to open FileCabinet CS, or is experiencing issues using the applications that others are not.

Solutions

Close all CS Professional Suite and Microsoft Office applications, and then rename or delete any of the following files or folders within the FileCabinet CS file structure; FileCabinet CS recreates these files and folders, as needed.

Folder File Description
X:\WinCSI\FcabSys ZFCUMSC.<UserID> This is the user control file for FileCabinet CS that controls user preference settings. For the user experiencing the issue, rename this file by appending .old to the end (e.g. ZFCUMSC.user.old).
X:\WinCSI\FcabSys\TmpPrn This folder contains sub-folders for users that have printed documents to FileCabinet CS. Temporary files are occasionally retained if they have not been automatically cleared by the application. Delete the related folder that includes the name for the user that is experiencing the issue. The folder is recreated, as needed.
X:\WinCSI\FcabSys\UID UID.<UserID> This folder contains a lock for every user that has FileCabinet CS open. Look for any lock files referencing the user that is experiencing the issue, and delete them.
X:\WinCSI\FcabSys\$Ulock U***.<UserID>, X***.<UserID>, L***.<UserID>   This folder contains multiple lock files for users depending on what integrated applications they have open. Look for any lock files referencing the user that is experiencing the issue, and delete them.
X:\WinCSI\FcabData\$sysdata Zfcfocus.<UserID> This file controls how the drawer list is focused for the specified data location and can sometimes cause significant slowness or other issues when launching the application. If you are experiencing this issue, rename the file by appending .old to the end example: Zfcfocus.user.old.
X:\WinCSI\FcabData\$Ulock.fcd U***.<UserID>, X***.<UserID>, L***.<UserID>  This folder can contain user lock files. Look for any lock files referencing the user experiencing the issue and a delete them.

Note: X:\ represents where the application was installed, and <UserID> represents the Windows profile name for the user experiencing the issue.

Scenario

If you can launch the application from a workstation as an administrator, logged in as the local administrator or domain administrator, but not as a general user, it is likely that there is a permissions issue for the specified user. Additionally, you may see an error message that either states it is a permissions issue, or related issue.

As an example, see FileCabinet CS Error: Class Csi_Core_Library.

Solution

Review your permissions the network and local workstation with your IT professional. See Permissions guidelines for CS Professional Suite applications for more information.

Scenario

Temporary files are created during regular computer processing, and may not be cleared by the application that created them. If too many of these files are retained, FileCabinet CS can encounter issues.

Solution

Close all open applications and restart your workstation to clear as many temporary files as possible. If the problem persists, contact your IT professional to assist with manually removing any temporary files that remain.

Workstation and server-specific issues

The following scenarios apply to users on a single workstation, but with different Windows profiles.

Scenario

In some instances, FileCabinet CS attempts to apply updates based on the schedule set up in the CS Connect background services, but there is a file locked or an open file that prevents the update from completing properly.

Solution

Log into the server where FileCabinet CS is installed, and verify that there are no errors that reference the application during an update. You may need to attempt to open FileCabinet CS to see this error message. See CS Connect Background Services to review your settings as they relate to applying updates automatically, or the Open files section for instructions on how to close files that cause the error message.

Scenario

When you scan an item into FileCabinet CS, you may see an error that indicates that the scanner cannot be found, or is inaccessible. This can be caused by an outdated scanner driver, or that an old or unused scanner is interfering with the current process.

Solution

Navigate to C:\Windows\twain_32 or C:\Windows\twain_64 (where C:\ represents the drive that the scanner is installed.) and delete any folders for old or unused scanners.

Scenario

FileCabinet CS does not support operating systems that Microsoft no longer supports, including Windows XP and Server 2003. Your machine may set a few critical files in FileCabinet CS to be run in compatibility mode for a different operating system than you are currently running. This may cause the application issues with opening FileCabinet CS as it detects an unsupported operating system, and result in the following error message.

Setup has detected you are running an unsupported operating system.

Solution

  1. Find the appropriate files that may be in compatibility mode.
    • If you see an error during, or immediately after installing FileCabinet CS on your network from CS.ThomsonReuters.com, save the file on your machine prior running it. The file to modify properties for is FCSdownload.exe.
    • If you see an error during, or immediately following running a desktop setup for FileCabinet CS, browse to X:\WinCSI\Cabinet\DESKTOP (where X:\ represents where the application is installed). The file to modify properties for is Setup.exe.
    • If you see errors, or encounter issues opening the application after running without prior issues, or after running installing the application again after disabling the files listed above, browse to X:\WinCSI\Cabinet (where X:\ represents the location where the application is installed). The files to modify properties for are fcab.exe and fcabapp.exe.
  2. Right-click the file, and choose Properties.
  3. Click the Compatibility tab and clear the Run this program in compatibility mode for: checkbox, and click OK to save the changes.

    Note: If the checkbox is marked, but unavailable (grayed), click the Change settings for all users button, and clear the Run this program in compatibility mode for: checkbox in the next dialog. If this option is not available, your user account may not have the appropriate permissions. (You must login with administrator rights to complete this action.)

  4. Launch the application or re-run the installation after changing the file settings to verify that these changes resolve the issue. If it does not, or the file that you selected did not have compatibility mode enabled, attempt this process with one of the other files listed, or consider other potential causes of this issue.

Third-party application issues

Listed below are examples of third-party applications that can prevent FileCabinet CS from opening.

Note: Thomson Reuters is not responsible for the set up, configuration, or troubleshooting of third-party applications. If you require assistance with these applications, please contact the appropriate software vendor, or your qualified IT professional.

Antivirus applications are necessary to protect your workstation or server environment from viruses, spyware, malware, and other harmful/unknown threats. Thomson Reuters does not recommend running a machine without an antivirus program installed. Thomson Reuters also does not recommend a specific brand or type of antivirus application. We do recommend that the proper exclusions and exceptions are made within your antivirus application to prevent any potential interference with any CS Professional Suite application.

For more information, see Antivirus guidelines for CS Professional Suite applications.

In some network-based applications, Internet Explorer's security settings interfere with launching the CS Professional Suite applications. If this occurs, a specific error message can easily be bypassed to access the application without any further steps required. However, it may prevent FileCabinet CS from launching to a specific data location.

For more information on this error message and how to resolve it, see Error Opening Any CS Professional Suite Application - "Open file security warning, publisher could not be verified when launching".

Microsoft SQL Server

If you optionally set up a FileCabinet CS data location via Microsoft SQL Server (rather than the default standard format), issues that can cause FileCabinet CS not to open can occur. Settings for firewall, services, protocols, DNS, and so forth, can cause the SQL data location for FileCabinet CS not to open on a single workstation or workstations on the entire network. Refer to the following articles for more information about SQL-related issues that can cause the application not to open, or consult your SQL certified technician.

Toolbars are a type of malware that comes in the form of a toolbar extensions in your internet browser. ToolBar applications that have been known to cause issues include, iLivid Download Manager, iLivid Toolbar, Windows JZip ToolBar, Imesh ToolBar, Windows Search QU ToolBar, Page Rage Bar, Media Bar, Bandoo Toolbar, Search Results Toolbar, and in some instances, Google Desktop and Google Toolbar. Uninstall these toolbars to prevent them from interfering with FileCabinet CS and other CS Professional Suite applications.

FileCabinet CS requires .NET Framework and Visual C++, two Windows operating system components, to run the application. If one of these Windows components is not installed or corrupt, it may prevent FileCabinet CS from opening.

For more information, see .NET Framework and Visual C++ Considerations for CS Professional Suite.

Uninstalling and reinstalling the application

If you have reached a point in troubleshooting where it is necessary to uninstall and reinstall the application, please note the following.

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