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

[Chris_Viramonte]

Hi Tony,

1) The version of OnBase is 13.0.1.

2) We are going to check the event viewer log.

3) All of our users are using Internet Explorer

4) We have verified that the document is not locked by another user.

Whenever the save does not work the file opens up with a temporary name made up of letters and numbers.  Whenever the save does work the file name at the top has its correct file name.  The same document can work one time and then not another.

I appreciate your support. Is there anything else that we could check?

[Tony_Maimone]

Hi Chris,

Other than checking the Application Event Viewer, do you have different installations of the Office Business Applications? Maybe different ClickOnce installations for different departments? Do your users close out of Internet Explorer often?

The event viewer log should give us the most detailed information.

Thanks!

[Chris_Viramonte]

Hi Tony,

This is one of the errors that we got from the Application Event Viewer.

 

Thanks

[Tony_Maimone]

Hi Chris,

That is not an error that would cause the issue that you are currently seeing. I recommend contacting your first line of support in order to find a resolution to this issue.

Have a great weekend,