GoFileRoom: Alerts and notices

Alerts and notices

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

Online Product Status

GoFileRoom setup checklist and troubleshooting guidelines

Contacting our support team

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Reported Date Category Status Modified Date Synopsis
09/18/20 Document Management Investigating 09/18/20 Unable to export search results when using Full Text Search

We are currently investigating an issue that is preventing users from exporting their search results when doing a Full Text Search.

09/18/20 Integration Investigating 09/18/20 When printing from Practice CS to GoFileRoom you are unable to select a client

We are currently investigating an issue that is preventing users from selecting clients when Printing from Practice CS directly into GoFileRoom. As a workaround you can use the GoFileRoom Print Driver.

09/18/20 ScanFlow Investigating 09/18/20 Errors occur when using ScanFlow

We are investigating an issue that is causing errors to occur when using ScanFlow. As a workaround you can scan in grayscale.

09/18/20 FirmFlow Investigating 09/18/20 In Chrome, unable to reindex/copy/move documents within FirmFlow to a new File Section and Document Type

In Chrome, when re-indexing documents from FirmFlow, the Document Type does not update to reflect the updated File Section.

09/18/20 Document Management Investigating 09/18/20 Checkboxes do not display when previewing documents.

We are currently investigating an issue that is causing documents that have checkboxes in them to not show in preview mode. They still show in edit mode.

09/18/20 Outlook Investigating 09/18/20 Unable to add emails to GoFileRoom from Outlook

Some firms are experiencing an issue adding emails to GoFileRoom from Outlook where it does not display a login screen. We are actively investigating this.

09/18/20 Document Management Investigating 09/18/20 "There is no documents available" error occurs when exporting multiple files from Document Search

We are investigating an issue that is preventing some users from exporting multiple files in the new Document Search screen when some special characters are used in one of the indexes.

09/18/20 Document Management Investigating 09/21/20 Certain AdvanceFlow documents are opening the original version when opened for editing.

We are currently investigating an isolated issue impacting a small number of AdvanceFlow customers, where the latest version of the document is not opening when launching in Edit mode. We've confirmed that updates to the document are being saved to GoFileRoom, which can be confirmed by launching the document in read-only (Preview) mode. We will update this alert as soon as we have more information. If you encounter a file that is affected, then please contact support

ADO 1796706
Support: Please make sure you are adding firms who call in with impacted documents to the ADO (with the DB ID and Document ID) so that development can properly track the issue. If they want a temporary fix they can export the document from GFR/AF and then reupload. If we tell them about this temp fix, we need to make sure they know that the new document will not retain the previous document history so they should keep both documents until this is fixed. See the ADO for more informaiton.

09/18/20 FirmFlow Investigating 09/18/20 Routing workflow in Chrome does not show changes until the page is refreshed.

We are currently investigating an issue that is preventing the FirmFlow screens from refreshing after a workflow has been routed. Manually refreshing the page allows the changes to be visible.

09/18/20 Workstation Related Investigating 09/18/20 Unable to launch QuickLaunch and Control Panel without Local Workstation Admin Rights

We are currently investigating an issue that is causing some firms to not be able to use QuickLaunch or Control Panel if they do not have local admin rights. The workaround is to login via the Excel, Outlook or Word add-in, and then Quick Launch and Control Panel work fine.

09/11/20 Document Management Verified 09/16/20 Unable to re-index or copy a document that belongs to a client with the & symbol in the name.

Using the & symbol to re-index and copy documents in the Client Name field in the Classic Search in Chrome is currently not functioning. If you try to select a Client with '&' in the name and nothing happens, the window stays open and the fields do not populate properly.

09/04/20 Document Management Verified 09/04/20 Unable to execute File Links in Chrome

We are currently looking into an issue that is preventing executing file links within Google Chrome. A workaround is to use Internet Explorer.

09/04/20 FirmFlow Investigating 09/18/20 Documents exported from FirmFlow in Chrome do not have a file extension

We are currently investigating an issue that is causing files when exported out of FirmFlow while using Google Chrome to not have a file extension. The workaround is when you extension-less file to open it in the program it should be opened in, and then re-save it and it will have its extension.

09/04/20 Document Management Verified 09/04/20 Not able to open up Email attachments in Chrome.

We are currently looking into an issue that is preventing users from being able to preview email attachments in GoFileRoom when using Google Chrome. The workaround is to use Internet Explorer

09/04/20 FirmFlow Investigating 09/04/20 FirmFlow users are receiving email errors after routing workflows.

We are currently investigating an issue that is causing some users to get bounceback emails on FirmFlow notifications.

09/04/20 FirmFlow Fixed 09/21/20 Administration / Manage FirmFlow - You do not have authorization to view this page

This is fixed with the 9/21 Release. We are looking into an issue that is causing users who are given FirmFlow admin permission but not regular GoFileRoom admin permission to not be able to access Admin > Manage FirmFlow.

09/02/20 Document Management Notice 09/03/20 Secure PDF Change

With the 9/2 release, we changed the way you send PDFs without a password. To do so, leave the PDF Password field blank and select OK instead of Cancel. Note that the Mandatory Password option must be disabled to bypass setting a password for the file. For more information click here. For steps on how to see if you have ‘Mandatory Password’ enabled click here.

08/31/20 ClientFlow Fixed 09/01/20 Some users unable to view documents in ClientFlow

This is now fixed. Some users are reporting error 'An error has occurred. Please close the document and reopen it" when viewing documents in ClientFlow. We are actively investigating this and will update the alert when we have more information.

08/28/20 Document Management Verified 08/28/20 Classic Search not retaining column sorting.

We are aware of an issue with retaining the user preference to sort by ascending order on future sessions when using Classic Search.

Work around:

At this time, users must select the column header three times for the sort by ascending order to display results as expected during the current user session. Subsequent searches in the same user session will retain the sort preference. Alternatively, the user may choose to use the new Document Search feature which does retain the sort user preference as expected.

08/28/20 Document Management Investigating 08/28/20 Printing PDF files from Google Chrome may cause them to appear blurry.

We are currently investigating an issue where printing PDF files out of Google Chrome is causing them to print blurry. The workaround is to print them out of Internet Explorer.

08/28/20 Document Management Fixed 09/02/20 Password/encryption is not applied to PDF files being emailed from GFR using Outlook when using the IE browser, but appears as successful

Update 9/2/20: We released a fix overnight to resolve this problem, and all functionality is restored.

We are currently investigating an issue affecting customers who have 'Secure PDF' feature enabled. Until this is resolved, the 'Mandatory Password' setting must be enabled for firms using the 'Secure PDF' option. We are working to allow the 'Mandatory Password' setting to be optional, but until then we have defaulted this setting on for all customers who have chosen to use the 'Secure PDF' option. We strongly recommend keeping this feature enabled. We are currently testing a fix and will update the alert when we have more information. 

08/27/20 FirmFlow Fixed 09/21/20 Routing Information Tab shows blank in Chrome for some users

This is fixed with the 9/21 Release. We are currently investigating an issue where the 'Routing Information' tab within FirmFlow will be blank for some users in Chrome if they are not given the 'Edit Pre Assignment' Permission. We have verified the issue and working on a fix. We will update the alert when we have more information. 

08/27/20 Document Management Fixed 09/02/20 Unable to email PDF Documents if secured by password in Chrome

In Google Chrome, when using Classic Search or FirmFlow and emailing PDF files that are password protected out of GoFileRoom users may get error 'Error invoking Outlook client component' A workaround is to use Document Search. We are currently investigating this issue.

08/27/20 Document Management Fixed 08/28/20 Unable to execute search in Document Tracking report

This is fixed as of 8/28. We are aware that some customers are reporting issue where the Document Tracking report is not working for them.

08/26/20 FirmFlow Fixed 08/28/20 SurePrep option is greyed out in Chrome

This is fixed as of 8/28. SurePrep option is greyed out in Chrome for users who do not have Header Permissions in FirmFlow.

08/24/20 FirmFlow Fixed 08/28/20 Issue loading Workflows in Internet Explorer

This is fixed as of 8/28. We are currently getting reports of intermittent issues when accessing workflows within FirmFlow in Internet Explorer, please use Chrome as a work around.

08/24/20 Document Management Fixed 09/08/20 Error previewing files in Internet Explorer

An unexpected limitation has been discovered when previewing GoFileRoom documents in Internet Explorer (IE). IE is limited to 2 GB of memory. We are currently testing a solution for the memory error that occurs when users view documents that exceed 2 GB in IE. When the new solution is released, IE users will be able to use the previous GoFileRoom document viewer. Chrome users will be able to use the latest GoFileRoom document viewer. The workaround at this time is to use the Google Chrome browser. 

08/20/20 Notice Notice 08/20/20 Ideas Community posts will not be migrated to Idea Incubator

Due to the format changes between the Ideas Community and Idea Incubator platforms, most of the Ideas Community ideas were not migrated to the Idea Incubator. Generally speaking, most products brought over the top 10 ideas from their respective Ideas Community. Outside of that, ideas submitted under the Ideas Communities have been archived for the Product Team to review as needed.

As part of our stronger focus on our customers, your input and expectation for implementation, the Idea Incubator will do a better job of letting you know when we are not able to implement a submission and help us collectively to select and prioritize the best submissions for implementation moving forward.

As of Friday, August 21st, ideas submitted under the Ideas Community will no longer be available for public viewing. We apologize for any inconvenience and encourage you to share anything that you feel is missing on the Idea Incubator as a result of the migration.

8/18/20 Notice Notice 8/18/20 Upcoming GoFileRoom Release Information

On Monday August 24, GoFileRoom will be releasing our Browser Independent changes to www.gofileroom.com. In order to prevent issues you will want to make sure you are on the latest version of the GoFileRoom add-in (20.0.4 or higher). For more information on what is necessary prior to the release, please read our User Bulletin which can be found here.

7/31/20 Integration Investigating 7/31/20 Error when printing from Engagement CS to GoFileRoom using direct integration
We are currently investigating an issue where printing from Engagement CS to GoFileRoom is giving a script error. The workaround at this time is to click OK on the script error to close it. On the Print to GoFileRoom window, toggle from the Clients Drawer to any other drawer and then back to the Clients drawer and it should let you print without error.
7/31/20 ClientFlow Fixed 8/3/20 Error when adding a new ClientFlow user or GFR client to existing user

We are currently investigating an issue when a GFR administrator attempts to create a new ClientFlow user or add a GFR client to an existing ClientFlow user. Instead of completing, an error is thrown: "Failed to update user with NetClient - Error: Failed".

UPDATE: NetFirm has created a fix and testing was successful. The plan is to release the fix at 11 PM ET today. This affected several GoFileRoom customers that use NetClient.

07/24/20 Idea Incubator Notice 07/24/20 Certificate Error when Logging into the Idea Incubator
We are receiving reports of the following error when signing into the Idea Incubator:

Single Sign on Failure: SAML response missing X.509 Certificate

To correct this issue, please use the following link for the Idea Incubator:

httpS://ideaincubator.ideas.aha.io You can also refresh the page, but you may need to enter your credentials again.

7/16/20 BI Chrome Fixed 8/28/20 Override Checkout on Document Tracking Report Grayed Out
On the BI Chrome version of GoFileRoom, https://bi.gofileroom.com/, if you go to Reports / Document Tracking / set the Status of the report to Checked Out / click on the Search button / mark a document / right-click on a document and choose 'Override Checkout' the option is grayed out.

Workaround: The Override Checkout option is available using Internet Explorer at https://www.gofileroom.com/
7/7/20 View Documents Fixed 7/9/20 Deceptive site ahead error when attempting to view documents while using Google Chrome
We are actively investigating errors (Deceptive site ahead) that are being generated when you attempt to view documents from bi.gofileroom.com or NetClient CS/ClientFlow when using the Google Chrome browser. This message came about after a Google Chrome security update so we are working closely with the Google Chrome team to resolve.  Workaround: Use Internet Explorer to view documents from bi.gofileroom.com, gofileroom.com, or NetClient CS/ClientFlow.
6/24/20 Home Screen Investigating 09/21/20 Home Screen Slow to Load
This was scheduled to be fixed with the 9/21 Release. We are noticing improvement since the release but it is not fully fixed yet. We are actively reviewing what more we can do to improve performance. The GoFileRoom Home screen on the https://gofileroom.com may take several minutes to load. We are currently testing a fix for this and will update the alert when we have more information.
6/12/20 Integration Fixed 06/29/20 Script error when attaching document in GoFileRoom to an email in Outlook or emailing from GoFileRoom using Outlook
We are currently Investigating an issue that is causing script errors to occur when trying to attach a document in GoFileRoom to an email in Outlook or when trying to email out of GoFileRoom using Outlook. As a workaround you can export the document and attach it to your email. We will update this alert when we have more information.

***Fixed with GoFileRoom Client Add-In v. 20.0.4.***

6/11/20 FirmFlow Verfied 08/3/20 Some users unable to run FirmFlow reports and getting error "Error in displaying the report. Please refresh your browser and try again."
Some firms are reporting that some users are unable to run some personal reports and can not Group By certain fields resulting in the error "Error in displaying the report. Please refresh your browser and try again." Please try fixes in Error: Error in displaying the report (FirmFlow) If the report is a personal or published report you may attempt to re create it. The proper teams are investigating this for a permanent fix.
6/04/20 Add Documents Fixed 06/30/20 Unable to 'Add to GoFileRoom' an email from Outlook
Some firms are experiencing a blank screen, where it should be giving you the chance to log in, when trying to add emails from Outlook to GoFileRoom using 'Add to GoFileRoom' button. The workaround to this is to log into to the GoFileRoom Control Panel at least once and Outlook functionality should be restored.
6/04/20 Edit Documents Fixed 06/29/20 Unable to edit non-standard files

****Fixed with GoFileRoom Client Add-In v. 20.0.4.***

Some firms are facing issue where they are unable to edit non-standard files getting error "Please install the latest version of the control panel add-in" (with files that are not PDF/Word/Excel) We are actively investigating this with urgent priority. We will update this alert when we have more information.

Workaround:
  1. Navigate to C:\Program Files (x86)\GoFileRoom\GFRLinkApplication
  2. Open GFRLinkApplication.exe.config file in Notepad In Administrative mode
  3. Search for "‹add key="controlPanelExePath" value="\GoFileRoom\GFRControlPanel\GFRControlPanel.exe" /›
  4. Change it to ‹add key="controlPanelExePath" value="GoFileRoom\GFRControlPanel\GFRControlPanel.exe" /› (Removing backslash before GoFileRoom)
  5. Save the file
  6. Now try to edit any non-standard document.
6/01/20 Edit Documents Investigating 8/27/20 Slow to open documents for editing
Some firms are facing issue where GoFileRoom and AdvanceFlow are slow when trying to edit documents. We are actively investigating this with urgent priority. A fix is currently being tested. We will update this alert when we have more information.
6/01/20 Edit Documents NOTICE 06/01/20 Some users unable to Edit Documents, getting error unable to open GFRLINK
Some firms are facing issue where they are unable to edit documents, getting error that they cannot open GFRLINK. This can be resolved by updating to latest version of the GoFileRoom Client Add-in. The latest version of the add-in at the time of this alert is 20.0.3 - Uninstalling and reinstalling the GoFileRoom Client Add-In
5/29/20 Special Information N/A 05/29/20 Current limitations in the browser-independent version of GoFileRoom
There are limitations when viewing documents, searching for documents, and displaying notification rules in the current browser-independent version of GoFileRoom. See Current limitations in the browser-independent version of GoFileRoom for more detail. Rest assured that we are busy working to remove these limitations as we add additional browser-independent functionality and features to GoFileRoom.
05/21/20 Integration Verified 09/21/20 Unable to print from GoSystem Tax RS to GoFileRoom

We are aware of an issue that is preventing some people from printing from GoSystem Tax RS to GoFileRoom. We are working diligently to address this issue and will provide any additional information on this alert as it becomes available.

Update: Printing from Gosystem Tax RS Web View to GoFileRoom is now working. GoSystem Tax RS development team is investigating the issue behind Classic View. 

05/14/20 ScanFlow Fixed 08/04/20 Bookmark Separators are not being picked up with ScanFlow version 20.0.1 and Adobe DC 2020
We have verified an issue with the latest version of the ScanFlow software (version 20.0.1) in which Bookmark Separators are not being picked up. We are working diligently to address this issue and will provide any additional information on this alert as it becomes available.

Update:  This issue has been resolved with the latest ScanFlow version.  Please make sure to install at least version 20.0.2 of ScanFlow.

03/31/20 ScanFlow Verified 08/04/20 Pages missing or duplicating when scanning using ScanFlow
We have verified an issue with the latest version of the ScanFlow software (version 20.0.1) in which some pages are scanning blank and/or some pages are duplicating during a scan. We are working diligently to address this issue and will provide any additional information on this alert as it becomes available. As a work around please, continue to scan using grayscale. 

Update:  This issue has been resolved with the latest ScanFlow version.  Please make sure to install at least version 20.0.2 of ScanFlow.

03/26/20 FirmFlow Reports Verified 03/26/20 FirmFlow Reports Due Date (by Deliverable) and Due Date (by Workflow) return results in descending order
When running FirmFlow reports Due Date (by Deliverable) or Due Date (by Workflow), the results sort in descending order instead of ascending order. As a Workaround, export to Excel and sort there.
03/26/20 Bookmarks Verified 03/26/20 On Screen Bookmarks for Adobe do not remain in order they were assigned in GoFileRoom
If you go into Adobe > GoFileRoom Add-in > Create Predefined Bookmark Lists, the bookmarks are not in the order they are saved inside of GoFileRoom under the bookmarks list.
02/27/20 Document Management Investigating 02/27/20 Annotation on image within PDF may cause issue with Text Searching / Tax Sort
When an annotation is placed on an image within a page of a PDF in GoFileRoom, that page will not be processed for text searching or Tax Sort. The remaining pages of the PDF will be processed as expected. We are continuing to work towards a resolution.
01/02/20 ScanFlow Fixed 08/28/20 Not Receiving Scanned Status Alert E-Mails
Some customers have reported not receiving the daily 'Scanned Status Alert' e-mails. Our Development team is working on a an update to address this issue.
06/04/19 ClientFlow Verified 03/23/20 Issues publishing a document from Document Explorer

In some instances, a document will fail to publish. As a work around, attempt to publish it again. If it fails to publish within Document Explorer, Classic Search should successfully publish the document. This will be tentatively fixed with a future update of GoFileRoom.

10/28/19 ClientFlow Verified 03/23/20 Unable to email or publish documents from Document Explorer if they are password protected

When attempting to email or publish a document through the Document Explorer, if that document is password protected, it will not email or publish. This will be tentatively fixed with a future update of GoFileRoom.

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