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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GoFileRoom setup checklist and troubleshooting guidelines

Contacting our support team

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Reported Date Category Reported Version Status Modified Date Fixed Version Synopsis
10/29/19 Bulk Import All Investigating 10/29/19 Investigating Bulk Import Issues

We've identified an issue with bulk updating to FirmFlow folders, where the system is currently having random failures. We are actively working to address this issue.  More information will be provided when this issue is resolved. 

10/22/19 Platform All Pending Release 10/22/19 Pending Release GoFileRoom session expires after editing a document from View mode

After editing a document for view mode and saving your changes back to GoFileRoom you may receive a Session Expired message.

To edit a document while we resolve this issue, right-click on the document and choose Edit Document instead of viewing the document first.

10/16/19 Platform All Notice 10/16/19 Notice Update scheduled for GoFileRoom platform

An update release has been scheduled for 10/19/19 for the GoFileRoom platform.

Changes made in this update:
  • FirmFlow - You can now perform a bulk import of FirmFlow folders for Databases that have apostrophes. (To perform a bulk import of folders, choose Administration > Manage FirmFlow, and then click the Folder Administration tab.)
  • Microsoft Flow GoFileRoom Connector - The Microsoft Flow GoFileRoom Connector is now available as part of the Office 365 suite, which allows you to automate workflows and tasks across multiple applications and services such as, Microsoft Flow, Power Apps, and Logic Apps, within Microsoft’s ecosystem. For details, see Microsoft Flow GoFileRoom Connector overview for more information.
7/29/19 Platform All Fixed 10/04/19 Fixed Session ended with "Session Expired" messages while in Document Explorer

Document Explorer: You may receive a "Session Expired" message while working in Document Explorer and possibly logged completely out of your session after editing a document and ignoring changes, and then repeating the same process for a different document.

This issue will be addressed in an update on 10/7/19.

09/30/19 ScanFlow All Investigating 09/30/19 Investigating Errors during scanning with ScanFlow

We are investigating reports of various errors during scanning with ScanFlow into GoFileRoom. You may receive messages such as "There was an error sending an error notification to the GoFileRoom server. Please check your connection. If problems persist, contact your administrator" when attempting to upload the batch to GoFileRoom.

09/27/19 Document Management All Verified 09/27/19 TBD First page of PDF appears blank after editing

In some instances you may notice that the first page of a PDF will display blank with annotations being visible, after being merged or edited.

TFS 1721009. If you get a firm calling about this issue please ask if they are using any additional Adobe Plug-ins and note them in the TFS with their version of Acrobat and GFR add-in version.

09/30/19 Platform All Fixed 10/01/19 Fixed Multi-factor authentication delays for GoFileRoom or AdvanceFlow

Multi-Factor Authentication: When logging into either GoFileRoom or AdvanceFlow there may be a delay for the push notification to appear in the Thomson Reuters Authenticator application to approve the request. If you are seeing a delay ‘enter a code’ instead.

This issue is addressed in an update on 10/1/19.

05/15/19 ClientFlow 18.0.6 Verified 10/04/19 TBD Unable to publish documents from the Document Explorer

When attempting to publish a document through the Document Explorer the first attempt will not publish to ClientFlow. Publishing the document a second time will cause the document to publish properly.

09/25/19 Platform All Fixed 09/25/19 Fixed Unable to upload to GoFileRoom

Update: Uploading to GoFileRoom is now functioning as intended. We will continue to monitor this issue for continued performance.

We have received reports of firms being unable to upload documents to GoFileRoom. You may also experience issues using the GoFileRoom Control Panel or being prompted to login and receiving a message that the credentials entered are invalid from the GoFileRoom Add-ins. The proper authorities have been notified and we are working to restore functionality as fast as we can.

09/06/19 FirmFlow 19.2.6 Fixed 10/02/19 Fixed FirmFlow workflow error during the routing process: "An error has occurred. Please refresh your browser."

During the routing process on a workflow, some users are experiencing an error asking to refresh their browser when entering a name or changing to a specific step. This issue will be addressed in the next GoFileRoom release, tentatively scheduled late night Sunday, September 29th into early Monday, September 30th.

Some users are reporting manually clearing temporary internet files fixes the issue.

Clear your browser's cookies and cache manually by following the steps below.

  1. In Internet Explorer, choose Tools > Internet Options.
  2. Under Browsing history, click the Settings button.
  3. Click the View files button.
  4. Delete all files in this directory.
  5. Close and re-open Internet Explorer.
09/05/19 Client Add-in 19.2.6 Fixed 10/02/19 Fixed Prompt to install .NET Framework continuously when installing the latest client add-in

"This application requires one of the following versions of the .NET Framework V4.0.30319" message when installing the latest client add-in. This issue may occur even when the computer has a higher version of .NET Framework (4.7.1+) already installed. The issue may also occur when uninstalling the 18.0.9 version of the client add-in. Please contact Support for the proper steps to resolve this issue. Version 19.0.3 of the add-in will address this issue and will be available with the next GoFileRoom release, tentatively scheduled late night Sunday, September 29th into early Monday, September 30th.

Have the firm do the following:

1.) Uninstall the 18.0.9 GFR client add-in. If prompted during the uninstall, do NOT choose to install .NET Framework.

2.) After uninstalling, depending on the OS version and the .NET Framework version, send and run the respective registry file:

\\pssg.local\userservices\support\home\a7d\GFR .NET Fix\

a. For OS 32bit & Framework 4.7.2 > ‘4.7.2f_OS_32bit.reg’

b. For OS 64bit & Framework 4.7.2 > ‘4.7.2f_OS_64bit.reg’

c. For OS 32bit & Framework 4.8 > ‘4.8f_OS_32bit.reg’

d. For OS 64bit & Framework 4.8 > ‘4.8f_OS_64bit.reg’

3.) Install the 19.0.2 GFR client add-in.

See the GFR CF if you have any issues.

TFS 1727130

08/22/19 Bulk Import 19.2.4 Fixed 10/02/19 Fixed Bulk Import Deliverables-An error has occurred. Please refresh your browser

An error may occur when importing a deliverables list greater than 1500 records.

"Bulk Import Deliverables-An error has occurred. Please refresh your browser."

This is scheduled to be fixed on the next release, tentatively scheduled late night Sunday, September 29th into early Monday, September 30th.

09/06/19 All N/A Notice 09/25/19 Notice Not able to log in to GoFileRoom or AdvanceFlow

If you are unable to log in to GoFileRoom and/or AdvanceFlow, clear your cookies and temporary internet files before attempting to log back into GoFileRoom and/or AdvanceFlow on an affected workstation.

  1. Clear your browser's cookies and cache manually by following the steps below.
    1. In Internet Explorer, choose Tools > Internet Options.
    2. Under Browsing history, click the Settings button.
    3. Click the View files button.
    4. Delete all files in this directory.
    5. Close and re-open Internet Explorer.
  2. Attempt to log into GoFileRoom or AdvanceFlow.

If the issue persists follow the steps below.

  1. In Internet Explorer, navigate to www.gofileroom.com/server.asp
  2. Note the server name listed.
  3. Clear your browser's cookies and cache.
  4. In Internet Explorer, navigate to www.gofileroom.com/server.asp
  5. Note the server name listed.
    • If different from previously noted name, test GoFileRoom and AdvanceFlow performance.
    • If the server name is not different, restart your workstation and attempt to login to GoFileRoom or AdvanceFlow again.

Virtual Office and SaaS users: To clear your temporary internet files, use these steps:

  1. Open Microsoft Word on Virtual Office.
  2. Type "www.google.com" and then press Ctrl + Shift + Delete on your keyboard.
  3. In the dialog, clear the Preserve favorites checkbox and mark the Temporary files checkbox.
06/07/19 Document Management 19.2.1 Verified 09/05/19 TBD Text searching may not work with special characters in Document Security

Text searching may not work with special characters, such as an asterisk, in Document Security.

08/02/19 General All Notice 10/11/19 TBD m.gofileroom.com is no longer available

The mobile site for GoFileRoom, m.gofileroom.com, is no longer available or supported. See TFS 1723160, or ask the GoFileRoom CF if you have additional questions. Users will need to access https://www.gofileroom.com from Internet Explorer.

08/09/19 Add-in 18.0.9 Verified 08/09/19 Pending release .NET Framework message when installing add-in

When installing the most recent version of the GoFileRoom Client Add-in, you may receive the message: This application requires one of the following versions of the .NET Framework: v4.0.30319

To resolve this message, install version 4.7.1 of the .NET Framework from Microsoft's website.

07/29/19

All

19.2.1

Investigating

07/29/19

TBD

Checking out QuickBooks Files for editing

We are currently investigating issues opening QuickBooks files within GoFileRoom for editing, the current workaround is to export the file to make any changes and then add the edited file to GoFileRoom.

07/30/19 Integration 19.2.1 Investigating 07/30/19 Investigating Unable to add GoFileRoom credentials to GoSystem Tax RS

We are currently investigating a problem that is preventing users from printing documents from GoSystem Tax RS to GoFileRoom.

07/29/19 ClientFlow 19.2.1 Investigating 07/29/19 TBD NetClient users unable to upload documents to ClientFlow

We are currently investigating a problem that is preventing clients from uploading documents to ClientFlow.

07/29/19

All

19.2.1

Investigating

07/29/19

TBD

Session Expired using Document Explorer

We are currently investigating an issue when editing documents in the Document Explorer view. GoFileRoom will initiate a logout after 1 minute of closing the document with a session expired message. The current workaround is to use the Classic Search view to edit documents.

06/13/19

All

Notice

Notice

06/13/19

Notice

Important! End of support for Windows 7

In January 2020, Microsoft will end support for Windows 7. Because Thomson Reuters cannot support customers using our applications on unsupported operating systems, GoFileRoom will no longer be supported on Windows 7 as of January 14, 2020. We strongly recommend that you upgrade your workstations to a supported operating system soon. For more information, see End of support for Windows 7 in our Help & How-To Center.

07/11/19 Add-in 18.0.6 Investigating 07/17/19 TBD Add to GoFileRoom freezes Word, Excel or Outlook

For customers using Office 365 version 1906, the Add to GoFileRoom button will freeze on the indexing screen. We are currently investigating the cause of this problem.

Workaround: 

  1. Open Microsoft Word.
  2. Go to File > Options.
  3. Under the General section, mark the radio button to Optimize for compatibility .
  4. Restart the Office application.
03/29/19 Platform Notice Notice 03/29/19 Notice GoFileRoom Password
Thomson Reuters recommends that when you change your password you reboot your computer to clear any saved passwords and sessions, and to ensure your new password works with local tools.
01/15/19 FirmFlow 16.2.8 Verified 01/24/19 TBD GoFileRoom FirmFlow portlet doesn't load in some instances

When you go to the staff dashboard, click add view then adds the GoFileRoom FirmFlow - My Work portlet it shows correctly. When you click a WorkFlow it opens correctly. But when you tab off of this portlet and go back to it the portlet reloads and no longer shows my workflow it changes to Search for Documents.

We are looking into why it will not reload appropriately.

TFS 1598070

08/13/18 FirmFlow 16.2.6 Verified 09/24/18 TBD My Work: When using F5 on My Work Screen issue

Users using F5 on My Work will redirect to Search for documents screen. This has been reported to developers and will be addressed in the next release.

SalesForce: 02367743