In case you cannot find a solution to your problem from this document, you can contact the M-Files customer
support at [email protected].
In addition to a verbal description of the problem, please include as much of the following information as
possible to speed up the support process:
- Windows version and system type (64-bit or 32-bit).
- Complete M-Files version number (for instance, 11.2.4320.51).
- Number of affected users.
- Frequency and reproducibility of the problem/malfunction.
- Steps to reproduce the problem/malfunction.
- Application level error messages from the Windows Event Viewer.
- Event Viewer is accessed via .
- Include error messages for M-Files Server and M-Files Desktop separately.
- Name and complete version number of an installed antivirus software.
- Contents of a possible M-Files error message window (for instance, a screen capture including the error
stack via the Details >> button).
- If a file cannot be opened via M-Files, can it be dragged to desktop and accessed on the local
drive?
For Office products
- Microsoft Office version.
- The program (Word, Excel, Outlook, etc.) causing the problem/malfunction.
Status of the vault
- Is the vault Firebird or Microsoft SQL based?
- Is the file data included in the database or stored in a separate location?
- Has the vault been optimized recently?
- Optimization procedure sets the vault to offline state.
- Has the vault been verified and repaired recently?
- If M-Files Admin is used for verifying and repairing the vault, does it report any errors?
- Has the vault been indexed lately?
- Does the M-Files installation include integrations or other add-ons (Dynamics, SharePoint,
Salesforce, etc.)?
- Provide full version information of any integrations or add-ons.
Note: Any relevant screen captures of the situation and settings are always helpful.