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.

Related topics

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
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 06/24/20 Home Screen Slow to Load
The GoFileRoom Home screen on the https://bi.gofileroom.com may take several minutes to load.
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 Verified 06/24/20 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 or all FirmFlow reports 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 Investigating 06/04/20 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 06/01/20 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. 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
6/01/20 FirmFlow Fixed 06/01/20 Fixed: Some users unable to access MyWork or Search Workflows and getting error "An error has occurred. Please Refresh your browser."
The issue that was preventing some users from accessing My Work or Search Workflows in GoFileRoom FirmFlow with the error "An error has occurred. Please Refresh your browser." has been fixed.
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.
5/29/20 Special Information N/A 05/29/20 What’s New and Product Update webinar recording
A recording of the What’s New and Product Update webinar conducted Thursday, May 21st, 2020 is now available here. We hope you view the recording to find out more information about the latest features and enhancements to be implemented in GoFileRoom.
05/21/20 Integration Verified 06/05/20 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. 

04/02/20 Client Add-In Fixed 06/29/20 Errors using GoFileRoom Client Add-In version 20.0.2 or higher in terminal and workstation environment

We are currently aware of instances of errors preventing Excel and Word files from opening in Edit mode in both terminal server and workstation environments when using the GoFileRoom Client Add-In version 20.0.2 or higher. In some instances, opening Excel and Word files in View mode then Edit mode works successfully. In other instances, you may choose to continue using GoFileRoom Client Add-In version 19.0.4. 

A manual fix that can be done to correct this issue is removal of the following registry key: [HKEY_CURRENT_USER\Software\Thomson Reuters\WorkFlow Manager\CommonOptions] Delete the "Version"="7.0" key if found. We advise speaking with an IT professional for assistance with removal of the key. This key will be removed automatically in a future update of the Client Add-In.

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

05/14/20 ScanFlow Verified 05/14/20 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.
03/31/20 ScanFlow Verified 03/31/20 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. 
05/12/20 Control Panel Investigating 05/12/20 GoFileRoom Control Panel Outlook Integration not working for some people using 64-Bit Office
Some users have reported issue with getting the GoFileRoom Control Panel Outlook Integration add-in to load when using 64-Bit Office. We are actively investigating this.
04/13/20 Client Add-In Fixed 04/27/20 Some users may be unable to log into GoFileRoom Control Panel on latest version of the add-in
Some users have reported issues logging into GoFileRoom Control Panel with the latest 20.0.2 add-in

Steps to resolve this issue:

  1. Navigate to C:\Users\USERID\AppData\Roaming\GoFileRoom\GFRControlPanel\User.config
  2. Look for any reference to member-ci.gofileroom.com
  3. Update those references to show member.gofileroom.com
  4. Reboot Computer and try again
03/23/20 Notice N/A 04/03/20 FirmFlow Workflows and Deliverable Dates Impacted by New Filing Deadline
On Friday, March 20th, the Treasury Department and Internal Revenue Service announced that the federal income tax filing due date is automatically extended from April 15, 2020 to July 15, 2020. Thomson Reuters is currently in communication with the IRS to gain an understanding of these changes, and how they expect software providers to respond. We recognize that this change will have an impact on your FirmFlow workflows and deliverable dates.

We have created an article for how you can handle this: Deliverable Due Dates changed because of COVID-19 tax extension.
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 Verified 03/11/20 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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