Saving word document back into onbase not working

[Chris_Viramonte]

We have a few users that can not save their word document back into Onbase.  The OnBase client is installed and they do get the OnBase tab to show up at the top of their word document.  When they click the OnBase save button they get prompted to enter the information about the document like it is a brand new document that was not pulled down from OnBase.  The weird thing is that sometimes it works for the user and sometimes it does not.  There are plenty of licenses available.  This is not happening to everyone in the office but only a few people and it doesnt happen all the time but frequently enough to be a bother to the users.  Has anyone run across this or have any ideas of what I could check? Thanks

[Michael_Bernard]

Hi Chris,

Since your users are editing Office documents within the OnBase Client, the client's built-in save functionality should be used instead of the Office Business Application (i.e. the OnBase tab). To save a document in the client, click the system icon in the top left corner of the document and select Save Document. This is further illustrated on Page 7 of the EDM Services MRG.

Please let us know if you have any other questions.

Thanks,

Mike Bernardi

Quality Assurance Team Lead

[Chris_Viramonte]

Hi Mike,

To clarify,

We are using doc pop to open the document, not the Thick Client.  We are using OBA for 2010. We looked at page 7 of the EDM manual and we did not see anything referenced to the OBA that we are using.  Is that EDM manual still valid for us?

Thanks,

Chris

[Chris_Viramonte]

Hi Mike,

To elaborate some more on the issue is that the save does work for the user sometimes and other times it does not.  Its very sporadic and it doesnt happen to every user but enough to where it has become a pressing issue that we need to get taken care of.  Any ideas as to why it is so sporadic?

Thanks,

Chris 

[Tony_Maimone]

Hi Chris,

Based on the update of the problem, Mike's answer does not apply is the case since the OnBase Client is not being used to open the Office document, bur rather DocPop and the Office Business Applications.

When using DocPop and the Office Business Applications to edit Office documents there are a number of things that you can check:

1. What version of OnBase are you currently using?
2. On the user's machines who are having issues saving Word Documents, can you please check the Application Event Viewer log. There may be Error messages there that hint at the actual problem that are written when opening the document.
3. Are all of your user's working in Internet Explorer or are some of them using different browsers?
4. Is it possible that the document is currently locked by another user? They would see a notification in the bottom right corner of the screen "This document is locked by user X"

I would highly recommend contacting your first line of support in order to quickly gain an answer and let them know that you have already posted to community.

Thank you,