Solutions for common Work client issues,

including Checkin and Outlook

performance
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Solutions for common Work client issues, including
Checkin and Outlook performance

Lindsey Bainter, iManage Asna Khan, iManage Team

Manager, Customer Care Lead, Customer Care
1. Office Integration
2. EMM
3. Compatibility
Office Integration
Office Integration
• Documents do not check
back in automatically
▪ Add-ins Disabled
▪ PRF left behind
▪ Virtual desktop

• Verbose Logging

6
Problem: Documents Don’t Check Back in
Reason #1 -> Add-in is Disabled

Symptoms: Cause:
• iManage Ribbon is missing • Application Crash
• Save and open default to local dialogs • Load Behavior:
• Document does not check in on close • 0 or 2 = Disabled
• History shows checkin was application • 3 = Enabled
DeskSite or Outlook vs. Word, Excel, PPT

7
Problem: Documents Don’t Check Back in
Reason #1 -> Add-in is Disabled
Solution 9.x
• Add iManage Add-ins to the
DoNotDisableAddinList for each
application
• (Only available for Office 2013 and later)
Solution 9.3.2 and later
• Installer now adds Work add-ins to
these registry keys automatically
• Known issue NT-64505 – User clicks Yes
to disable the Addin, it can still be
disabled.
8
Problem: Documents Don’t Check Back in
Reason #1 -> Add-in is Disabled
9.x Office Add-in Work 10 Office Add-in
- WorkSiteOffice2007Addins.Connect - Imanage.ApplicationVSTOAddin.15
- Com-integration - VSTO

9
Problem: Documents Don’t Check Back in
Reason #1 -> Add-in is Disabled
9.x Adobe Add-in Work 10 Adobe Add-in
- iManAcrobat10.api - iManageWorkPlugin.api
- iManAcrobatReader10.api - iManageWorkPluginRd.api
- iManAcrobatRes.dll - iManageWorkPluginRes.dll

10
Problem: Documents Don’t Check Back in
Reason #2 -> PRF is left behind

Work 9.X Work 10

• Checkout: File and PRF copied from File
Store to NrPorbl
• Checkin: File and PRF copied to NRTEcho
• PRF can be modified
• Software keeps handle on the PRF
• Checkout: Hidden PRF attached
• Checkin: Document and PRF stay
in folder

11
Known Checkin issue

NT-59986 - Closing Excel 2016 does not kill the process, causing next time it opens to not load the
integration. If the integration is missing, documents will not check back in. (Solution is also available
as CSAR-2325 in 9.3.1)

Solution:

9.3.1:
• NT-60478 resolved in CSAR-2325
9.3.2:
• Fixed
10:
• Not applicable

12
Changes in Checkout and Checkin Method
Work 9.X
Checkout:
• Copies to -> C:\NrPortbl by Default
• Directory Structure -> …Database\Userid
• File naming convention-> Docnum_Version
Checkin:
▪ Document is removed from NrPortbl
▪ If Echoing, copied to NrtEcho
▪ Uploaded to File Server
Work 10
Checkout:
• Copies to %appdata%\iManage\Work\Recent\%Workspace%
• Directory Structure is Matter Centric
• File naming convention DocName (Docnum_Version)
Checkin:
• Document copy remains in Folder
• Uploaded to File Server
13
Coming Later in Work 10

Enhancements to Manage the Recent folder

• NT-63637 Support encryption of Recent

folder
• NT-63636 support to purge old files from
Recent folder

14
Problem: Documents Don’t Check Back in
Reason #3 -> Virtual Desktop session is disconnected

Problem:
• User is working on a document in Citrix, goes to lunch and their session timesout
• Citrix kills the applications (not gracefully) and document is left in NrPortbl

Known Defect:
NT-62423 - Documents do not check back in if VDI or Citrix session is disconnected

Workaround in Work 10
• Work 10 -> Save and Sync button
▪ 9.3.2 and later -> Classic client

15
Verbose Logging
Work 9.X

• Middleware logging - Provides logging on the iManage.dll. Client talks to Server. Use for Login issues, Refiling,
displaying folder content

• Integration logging – Used for logging Office issues. Lost Edits, errors, 0 byte files

• iManext logging -> Extension library. Dialogs and all functions of WorkSite

• EM logging -> Toolbar not loading, performance issues, filing issues

• FileSite / BulkLoader -> FileSite provides logging for client side filing requests

• Suggested Filing -> Logging to understand why a specific suggestion is made to user or none at all

• WSMapi logging -> Filing operations using the Inbox filer, Sent Items filer, and filing suggestions or saving
attachments

• OffSite – Performance issues during syncing, errors, and why content is not synched.

16
Verbose Logging
Work 10
• New Standardized Verbose Logging
…iManage\Work\LogConfig.xml
Change <level value="INFO" /> to
<level value="DEBUG" />

• New Standardized Log Location

%localappdata%\iManage\Work\Logs

17
EMM
Common EMM Problems

• EMM Add-in causing Outlook Slowness

▪ Caused by:
• Filers
• Suggested Filing
• EM Toolbar
• Painting Icons

• Graphical issues in Outlook

▪ VDMs
▪ Black Boxes

19
EMM
EMM Add-in causing Outlook Slowness

Symptoms: Cause: Solution:

• Hang on Receiving Emails • Inbox Filer • Fixed in 9.3.1 and later (NT-53826)
• Delay or Hang when • Process threads are now set with
typing a lower priority to improve
desktop client performance

20
EMM
EMM Add-in causing Outlook Slowness

Solution:

Pre 9.3.2:
• Disable Sent Filer on client
(Disable Sent Filer = TRUE)

Symptoms: Cause: 9.3.2:

• Hang on Sending emails
• Hang on launch of
Outlook
• Outlook not responding in
Outlook Title bar
Sent Filer • Sent Filer disabled by default
10:
• Removed Inbox and Sent Filers
• Install CSAR-2300v2 on WCSE 9.3.1

21
EMM
EMM Add-in causing Outlook Slowness

Symptoms: Cause: Solution:

• Hang on scrolling Inbox • Suggested Filing Pre 9.3 (iwovefsdb.sdf)

Database (SDF) • SDF > 2 MB = problems
• Delay when using arrows Control the size of the SDF
• Delay on Send • Location of SDF (local vs network drive)

• Delay when clicking inside 9.3 – 9.3.2 (imanefsdb.sdf)

EMM toolbar • DisableDefaultSuggestion: 2
Caveat: Manual Suggestions

10 (imanefsdb.sdf)
• Optimized suggested filing algorithm
• MAPI instead of OOM

22
EMM
Outlook performance issues due to EM Toolbar

Symptoms: Cause: Solution:

• Delay when opening or • IsMessageFiled Pre 9.3:

closing emails function • ShowEMToolbarOnReadEMail: 0
• Outlook Not Responding • Doesn’t load EM toolbar
• Blue circle appears

9.3.1- 9.3.2
• Optimized the IsMessageFiled
function

10
• Fast launch due to removing of
3rd party component

23
EMM
Outlook slow to Launch

Symptoms: Cause: Solution:

• Outlook slow to launch • Painting Linked Pre 9.3:

in Online mode Folder icons • MaxPaintRunCycle: 0
• Hangs on “Processing” Caveat: Icons not painted
message 9.3 and later
• Optimized Linked folder icon
painting algorithm

24
EMM
Graphical issues in Outlook

Symptoms: Cause: Solution:

• Missing captions in • Custom VDM file Pre 9.3.2

Outlook tree navigation created for each folder • Apply CSAR-2384
pane Highlighted in FileSite 9.3.2 and later
• Outlook Ribbon is missing NOTE: Only applicable to Outlook
• Fixed (no need for CSAR)
2013 and later
Buttons

25
EMM
Graphical issues in Outlook

Symptoms: Cause: Solution:

• Black boxes on the • GDI+ object leak in
EM Toolbar EM Toolbar Pre 9.3.2:
component • NT-60478 resolved in CSAR-2419v5
9.3.2:
• Fixed
10:
• Not applicable

26
EMM
Graphical issues in Outlook
Symptoms:
• Black boxes on Outlook buttons
• Sections of Outlook appear white
• Distorted Outlook tree pane
• Emails opening with blank
content
• Missing navigation panels
• Outlook crashing
Cause: Solution:
• Memory leak in • As diagnosed by Microsoft, the symptoms
Outlook 2016 manifests when Outlook uses more than
or 365 1.6 GB of virtual memory.
• The fix for this specific issue is planned to
be released in 3 patches.
• The first part was released in March via
update KB3178668, part two was released in
June with KB3191932 and a third patch TBD.
27
Compatibility
Work 10 NPE with Classic FileSite /
DeskSite Clients

28
Compatibility with Classic Clients

• Deployment
• Under the Hood
• Gotchas
• Requirements

29
Compatibility with Classic Clients
Deployment

To install the iManage Work New Professional 10.0.2 Clients with DeskSite
or FileSite 9.3.3 Compatibility:
1. Verify that FileSite or DeskSite and all other iManage Work add-ons are completely
uninstalled.
2. Install 9.3.3 Silently:
Setup.exe /s /v"/qn SERIALNUMBER=<serial number> EM_STATUS=OFF"/v"INT_3P=0"
or:
MsiExec.exe /i /qn SERIALNUMBER=<serial number> EM_STATUS=OFF INT_3P=0
3. Run iManage Work.exe to install 10.0.2 Work 10 Client
4. If you have installed FileSite, manually enable the FileSite Add-in in your Mail Setup-
Outlook\Data Files

30
Compatibility with Classic Clients
Under the hood

Add-in Checkout method SDF

01 Old Com-Add-in is
Removed
03 NrPortbl and NrtEcho code
removed
05 Backup is made of old
suggested filing DB

Add-in Checkout method SDF

02 New VSTO add-in is

installed
04 Code added to checkout to
User’s Profile
06 SDF is converted to new
format

31
Compatibility with Classic Clients
Gotchas

• All documents should be checked-in prior to upgrade

▪ Documents in NrPortbl are not moved to the new checkout location
• NrPortbl and NrtEcho not deleted
• History now shows “Release” activity on Checkin if no changes are made

32
Compatibility with Classic Clients
Prerequisites and Requirements

• Supported Platforms:
• Microsoft Windows 7 (64-bit only)
• Microsoft Windows 8.1 and 10 (64-bit only)
• Microsoft Office 2013 (x86 andx64)
• Microsoft Office 2016 (x86 and x64)
• Adobe Acrobat DC 10 or 11, (Adobe Reader support added in 10.0.1)

• Requirements
• Microsoft Office 2013/2016 only (x86 or x64)
• Works with 9.3.2 and 9.3.3.DeskSite/FileSite, English versions only
• iManage Work Communications Server 9.4 or later
• iManage Work Server 10.0.1 and higher
• Microsoft Framework .NET 4.5.2

Note: Not compatible with Co-Authoring, OffSite, DealBinder, iManage Share, Workflow Manager, Visio

33
Summary

• Actions we’ve taken in our product to mitigate check-in problems due to

commonly reported problems
• Reasons to enable certain verbose logging in the client and how we
improved the logging process in Work 10
• EMM problem related to performance and configuration changes to resolve
• Graphical issues with EM in Outlook and solutions
• How to run Work 10 and classic Clients together

34
Technical Resources
EMM: Logging:
• 9.X • 9.x
• Settings that Impact Performance • Middleware logging
• Show / Hide Email Toolbar • Integration logging
• SearchInterval • iManext logging
• MaxPaintRunCycle • EM logging
• VDM Fix • FileSite / BulkLoader
• Disable Sent Filer • Suggested Filing
• Control Size of SDF • WSMapi logging
• Disable Default Suggestions • OffSite
• GDI+ leak fix

• Work 10
• Work 10
• WSMapi logging in Work 10
• How to Turn off Send and File dialog in Work 10
• Verbose Logging in Work 10
• How to reset the icons in Work 10
• Where is the “Default Email Folder” and “CC vs. BCC”
in Work 10? Office:
• Where is the background email filing folder • How to view the PRF (profile) content of a
for Work 10? document in Work 10?
• Suggested Filing in Work 10

35
Known Issues Why Documents Remained Checked Out
• Resolved in 9.3.2
▪ NT-53683 - Certain documents do not check ▪ NT-40241 - Opening an NRL attached to an
back in. Error: One or more documents could Outlook message opens Word document in
not be checked in Protected View. The result is that documents
opened by NRL links when Word and
▪ NT-59112 - With UseAutomationOverDDE DeskSite are not open do not check back in
registry key set to 1, Excel does not quit from when the application is closed.
task manager on exit. Because the process does
not end, the iManage integration is missing on ▪ NT-52645 - Documents Remain Checked-Out
next launch. Because the integration is missing, after Using the Office "Convert" utility
the documents do not check back in when
closed from Excel
▪ NT-59986 - Closing Excel 2016 does not kill the
process, causing next time it opens to not load
the integration. If the integration is missing,
documents will not check back in. (Solution is
also available as CSAR-2325 in 9.3.1)

Continued on next slide

36
Known Issues Why Documents Remained Checked Out
Continued
• Resolved in Work 10
▪ NT-52645 - Documents Remain Checked-Out
after Using the Office "Convert" utility
▪ NT-47634 - Word 2013 Signature files aren't
auto checking back in
▪ NT-56727 - "Close All Windows" sometimes
leaves documents checked out.
▪ NT-54775 - Documents with Read permissions in
Active Directory Rights Managment services
(RMS) remain check out after closing
▪ NT-56469 – Sometimes documents do not check
back in after Save as New Version if NrPortbl is
on a network drive
• 3rd Party Issues
▪ If a protected document is open in the
background, then a newly saved document does
not checkin automatically upon File | Close
unless Word is exited.
▪ Apply Microsoft Updates for Office 2013 resolve
▪ Excel Documents remain checked out due to
intApp Time Builder
• Resolved in 9.3.3
▪ NT-31225 - Read-only password protected Word
and Excel documents stay checked out when
closed
37
Q&A

38
Thank You
Lindsey Bainter, Manager – Customer Care
Lindsey.Bainter@imanage.com
Asna Khan, Team Lead – Customer Care
Asna.Khan@imanage.com

39
The Way Professionals Work

40