GoFileRoom setup checklist and troubleshooting guidelines

Alerts and notices

Use the following checklist to configure workstations prior to launching GoFileRoom. Completing the steps in the Workstation setup section ensures optimal performance for your application. If you experience issues in GoFileRoom, complete the IT setup checklist to ensure that all settings are configured correctly. In some instances, Microsoft Office updates, Internet Explorer updates, and a reset of Internet Explorer by a user can cause settings to be removed.

If you are still experiencing issues after completing the checklist, the Troubleshooting section provides answers to common issues that users encounter in GoFileRoom.

Workstation setup

Follow these steps to set up a workstation, and check for any potential issues.

  1. Configure Internet Explorer for use with GoFileRoom

    Choose Tools > Internet options (General tab).

    1. Click the Settings button to open the Delete Browsing History dialog.
    2. Select the Every time I visit the webpage option, and then click OK.
    3. Click the Delete button and verify that the Temporary Internet Files and website files checkbox is marked .
    4. Click the Delete button.

    Click the Security tab

    1. Click the Trusted icon (if not already selected), and then click the Sites button.
    2. Clear the Require server verification (https:) for all sites in this zone checkbox.
    3. In the  Add this web site to the zone field, enter  *.GoFileRoom.com.
    4. Click the Add button.
    5. Mark the Require server verification (https:) for all sites in this zone checkbox, and then click Close.
    6. Click the Custom level button.
    7. Select Low from the Reset to drop-down list, and then click the Reset button.
    8. In the Settings list, locate the Display mixed content setting in the Miscellaneous section and choose the Enable option.
    9. Click OK.

    Click the Advanced tab

    1. In the Settings list, locate the Use TLS 1.2 checkbox in the Security section and verify that it is marked .
    2. Click Apply, and then click OK.

    Choose Tools > Compatibility View Settings.

    1. If gofileroom.com is included in the list, select it, and then click the Remove button.
    2. Verify that the Display intranet sites in Compatibility View checkbox is not marked.
    3. Click Close.
  2. View browser requirements

    Note: It is expected that Allow pop-up Windows and Trusted Site Security display "No" or "–", even after the following step is completed.

    Navigate to www.gofileroom.com and click the View browser requirements link. If any row in the Microsoft System Files reads "No" or "–", click the corresponding link and install the files. If, after installation, the System Files still read "No," or "–", manually register the files.

Troubleshooting common issues

Click the following links to view steps to help you resolve common issues in GoFileRoom.

Workstation issues

In Internet Explorer, choose View > Encoding > Western European (Windows).

See also: Buttons or options are missing or cut off.

  • In Windows 7, open the Control Panel, click Appearance and Personalization, choose Display, and adjust the magnification setting to 100% (default).
  • In Internet Explorer, choose View > Zoom and verify that the setting is 100%.

To launch GoFileRoom, open the Microsoft Internet Explorer web browser, and then navigate to www.gofileroom .

Note: Currently, you cannot open the application in browsers other than Internet Explorer.

Use the following steps to disable pop-up blockers for GoFileRoom.

  1. Uninstall all Internet Explorer toolbars.
  2. Configure Internet Explorer to allow pop-up windows when using GoFileRoom.
  3. In Internet Explorer, choose to Tools > Pop-up Blocker > Pop-up Blocker Settings.
  4. In the Address of Web site to allow field, enter *.gofileroom.com.
  5. Click the Add button.
  6. Click the Close button.
  7. If the user receives a "Trusted Site" message the next time they open Internet Explorer and navigate to GoFileRoom, click OK and continue.

Many firms use docking stations, laptops, or mobile monitors to work in the field, which affects the display configuration when open on another device, such as a workstation in the office. Windows can appear outside of your current display's capabilities, and applications such as Microsoft Word or Excel could appear frozen, without displaying an error.

For more information, see Moving GoFileRoom dialogs to the current display area.

See the Cannot edit or add PDF files via Adobe Acrobat add-in Help & How-To article to troubleshoot issues with the Adobe Acrobat Add-In.

See the, Troubleshoot viewing PDF files on the web Adobe knowledgebase article for details.

  1. Open a command window and enter regsvr32 "C:\Program Files (x86)\GoFileRoom\Common Files\glsZip.dll".
  2. Press ENTER and click OK in the confirmation dialog.
  3. Open the command window and enter, regsvr32 "C:\Program Files (86)\GoFileRoom\Common Files\glsZip.dll".
  4. Press ENTER and click OK in the confirmation dialog.
  1. In Windows 7, and prior to installing the software, verify that the User Account Control (UAC) setting is either off or set to the lowest setting, and that the workstation has been rebooted.
  2. Verify that the current user account is designated as a local administrator for the workstation.
  1. Open Internet Explorer and choose Tools > Internet Options.
  2. Click the Programs tab and click the Manage add-ons button.
  3. Select All add-ons in the Show field.
  4. Verify that each of the following add-ins in the THOMSON REUTERS (TAX & ACCOUNTING) INC section are enabled.
    • gfrPDFModify.PDF
    • GoFileRoom.CheckOut
    • TR.FileRoom.Client.OfficeAddin
    • GFRDownloadClient.Download
  5. For each Add-In, right-click the item and choose More Information, click the Allow on all sites button, and then click Close.

Scanstation issues

Full system requirements are listed on our website but verify that, at a minimum, the following applies for the current workstation.

  • 2 GB RAM without central upload server installed.
  • 4 GB RAM with central upload server installed.
  • The workstation's disk drive is not full.

Refer to the Kofax knowledgebase article that applies to QAID#1482

Perform the following actions to address this issue.

  • Print the barcode on a different printer.
  • Verify the scanner has been cleaned recently.
  • Modify the following printing options.
    • In Adobe Acrobat, when printing the barcodes from a PDF, set Page Scaling in the Page Handling section of the print dialog to "None."
    • In Internet Explorer, before printing the Barcodes directly from GoFileRoom, choose File > Page Setup and modify all Margin values to 0.75 (inches).

Utilities/server related

Perform the following actions to address this issue.

  1. Verify the upload login credentials and restart the services.
  2. In the Security section of the UploadDocuments and/or File Import folders, verify that the group "Everyone" has Full Control permissions.

All users who print Tax Returns from third-party tax software should be aware of the proper naming convention for the GoFileRoom File Importer utility service. For details, see File Importer Service overview.

Ensure SPAM filtering allows all GoFileRoom email and notifications.

  • Ports 80 and 443 should be open by default.
  • The following IP addresses should be allowed access.
    • 167.68.16.96
    • 167.68.17.96
    • 167.68.20.254
    • 167.68.21.15
    • 167.68.21.0 through 167.68.21.3
    • 167.68.226.65
    • 205.145.137.1 through 205.145.137.254
  • Allow access for the files listed at the end of this document.

Note: As of May 19, 2019, the core GoFileRoom application, and all engagement data except documents displayed as workpapers in GoFileRoom (which are stored in GoFileRoom) are hosted on Amazon Web Services (AWS) servers instead of Thomson Reuters servers. Because of this change, GoFileRoom differs from some of the other applications in the following ways.

  • Thomson Reuters no longer directly supports restricting access to GoFileRoom by IP addresses, either static or range-based.
  • If your firm chooses to limit internet access, we recommend that you control this by URL, and allow www.gofileroom.com and www.advanceflow.com (and any others that may be necessary, such as for email, NetClient integration, and so forth.) and avoid IP address-based controls.
  • If your firm chooses to limit access by IP address, refer to the instructions provided by Amazon (using the US East 1 ranges).
  • If you have any additional questions, please reach out to Support to address any unique concerns or situations.

For information on the migration to AWS, refer to the AdvanceFlow migration to AWS article in our Help & How-To Center.

Set up your Firewall as the following manner.

  • Configure the WAN failover and load balancing settings. For example, using a SonicWall Firewall, configure Basic Active/Passive Failover with Preempt and failback to Primary WAN when possible checked, or Percentage-Based with Use Source and Destination IP Addresses Binding checked.

Provide users with Full control permissions for the C:\ProgramData\AdvanceFlow folder.