Error: Not able to upload documents, please check your log file for error

Alerts and notices

Scenario

You may see this error when you add an email message from Microsoft Outlook using the GoFileRoom add-in. The error message doesn't appear until after you click the Add to GoFileRoom button, log in to GoFileRoom, index the email, and click Save.

Error message

Not able to upload documents, please check your log file for error.

Cause

When you use the GoFileRoom tab in Outlook, it sends the email to the Upload Documents server. The error occurs because you do not have access to the network path for the Upload Documents server. This could be caused by any of the following situations.

  • The Upload Documents server is turned off or has lost network connectivity.
  • The path is not shared and Full Control permissions are not given to all users.
  • The original Upload Documents server location no longer exists and needs to be updated.

Solution

To diagnose the specific cause of this issue, you must first determine the location of the Upload Documents server on your local computer or network. After you identify the path to the Upload Documents server, you can begin troubleshooting the possible causes listed above.

Determine Upload Documents server location within the registry

Thomson Reuters recommends that you have a qualified IT technician make registry changes, as issues with the registry can cause serious problems with your computer's operating system. We also recommend that you back up the registry before making any changes to it.

  1. Click the Windows Start button and choose Run.
  2. Enter regedit in the Open field and click OK. Show me
    Regedit

    Note: If prompted by User Account Control to allow this program to make changes, click Yes.

  3. In the Registry Editor, navigate to HKEY_CURRENT_USER\Software\Thomson Reuters\WorkFlow Manager\Outlook.
  4. Locate the Network key in the right pane. Show me.
    Outlook Registry Screenshot
    • If the value in the Data column is True, the GoFileRoom Outlook add-in will log in to GoFileRoom and check the designated path to the upload folder on your network.
    • If the value in the Data column is False, the GoFileRoom Outlook add-in will attempt to use the Upload Documents service on the local computer, and it will use the folder specified for the PathtoSaveDocuments item as the Upload Documents folder.

Determine Upload Documents locations in GoFileRoom

The network upload locations for your firm is specified in the Locations tab of the Administration > Manage Configurations screen in GoFileRoom.

Note: You can override the default upload location for individual users or groups by selecting a secondary location on the Users tab or Groups tab of the Administration > Manage Users & Groups screen in GoFileRoom.

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