GoFileRoom: 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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GoFileRoom setup checklist and troubleshooting guidelines

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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
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.


07/07/17 FirmFlow 16.1.6 Verified 07/07/17 Fixed 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 Verified 07/07/17 Fixed 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 Verified 06/28/17 Fixed 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 Open 04/04/17 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.

03/01/17 Document Management 16.1.4 Fixed 05/25/17 16.1.5 In some instances a session of of Microsoft Word process is hanging when logging into GoFileRoom

A session of winword.exe is hanging on some machines when logging into GoFileRoom. Current work around is to kill the winword.exe session and the user should be able to log into GoFileRoom. If issue persists on the user's workstation, some users have successfully addressed it by running an online repair of MS Office. This has been viewed on mostly Windows 10 machines with users running Office 365 build 7369.2118 or higher. Development is currently investigating this issue for further resolution.

Salesforce ticket

Can also rename registry key for profile of MS Office (HKEY_CURRENT_USER\Software\Microsoft\Office\16.0) which has proven successful. If you rename this for the user, make sure all Office programs are closed and you have the user open/close a session of MS Excel to recreate that registry key. Then test logging into GFR.

03/08/17 Document Management 16.1.4 Fixed 03/08/17 N/A ***Resolved*** Performance issues with GoFielRoom reported

On March 8, we experienced performance degradation for GoFileRoom. Ultimately, our technology teams identified a hardware and connection issue at our data center that caused bandwidth constraints. The traffic was re-routed through different hardware to restore performance to expected levels and additional monitoring controls were put in place to prevent recurrence of the issue. We apologize for the inconvenience this may have caused and remain committed to providing our clients the highest level of service and reliability.

To check the online status of GoFileRoom, please visit: https://cs.thomsonreuters.com/support/productstatus/ (a CS web login is required to view this web page).

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.
12/01/16 Integration 16.1.1 Fixed 12/21/16 Fixed Sending from Accounting CS to GoFileRoom crashes Accounting CS

This was fixed with ACS update 2016.4.0 on 12/19/16.

When sending to GoFileRoom using direct integration, a system exception error is thrown indicating "Month must be between one and twelve" and Accounting CS crashes. As a work around, set your printer to GoFileRoom instead of using the direct GoFileRoom integration.

This is recorded in the ACS Support TFS # 1043289 and scheduled to be released with the 4th quarter ACS update tentatively scheduled 12/18/16

TFS 1043289

11/30/16 Document Management 16.1.1 Verified 01/16/17 TBD Unable to download documents from m.gofileroom.com

Users are unable to download documents from m.gofileroom.com.

10/26/16 FirmFlow 16.1.1 Verified 12/21/16 TBD Archived documents can be reindexed inadvertently from within a workflow

Archived documents should be read only; however, if a user changes the header information within a workflow that has archived documents, the archived documents will be reindexed. For example - the period end is 6/30 on the workflow and it is changed to 12/31. In this instance the archived documents will be reindexed from 6/30 to 12/31.

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 user attempts 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

10/13/16 Document Management 16.1.1 Open 12/13/16 TBD Unable to open document in MS Word or Excel when using Display Local Files button

In MS Excel or Word, when clicking the Display Local Files button on the GoFileRoom tab, you are unable to click on a document to open. If this happens, first please go through the GoFileRoom setup checklist and troubleshooting guidelines. If this does not resolve the issue, you should be able to open the file, as long as it is in your list of Recent Documents on the GoFileRoom tab in Word or Excel.

08/12/16 Utilities 16.0.2 Verified 12/02/16 TBD Error in the Control Panel when setting up a profile with a date option

When saving profile that has one of the two Date checkboxes marked, an error will throw.

There are two workarounds at this time:

- Unmark the date checkbox on the profile.

- Exit the Control Panel and rename the C:\Users\UserID\AppData\Roaming\GoFileRoom\GFRControlPanel\userProfiles.xml file. Reopen and log into the Control Panel. If this works, and user has other profiles, exit the control panel again and copy existing profiles from the renamed file to the new one.

SalesForce ticket 00710533

02/08/16 Document Management 15.1.2 Verified 12/02/16 TBD PDF error: Unable to access registry when editing a PDF on Windows 8.1 or Windows 10

When attempting to edit a PDF when using Windows 8.1 or 10, an error displays, "Unable to access registry."

There are several options for the end user to attempt within the TFS; however, if those do not work, there is not much we can do until Development fixes it.

SalesForce 00298947

TFS 935033

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