Frequently Asked Questions

EFC Desktop – Printer/Scanner Fix for eFileCabinet on Windows 10

Last Updated: Oct 14, 2016 11:56AM MDT

Windows 10 Users: If you’re not able to print to eFileCabinet (Desktop Version) or you get a “Startdoc Failed” error when trying to store a scan into eFileCabinet, this article should help you to correct the problem on your system.

  1. Download the correct ZIP file below for your system:
  2. Extract the files from the ZIP file (by default, right-click and “Extract All…”).
  3. The extracted folder will contain 2 files. Run them (by double-clicking) in the order indicated in the file names. (i.e. Double-click on the file with “Run 1st” in its name first.) Accept any prompts that pop up when running the files (Select “Yes” or “OK”). (Note: If any part of this step fails, you may need to log into the workstation as an administrator.)
  4. The second file will open a window with white text on a black background. The bottom line will read “Press enter to close…”. Just press Enter on your keyboard to close that window.
  5. Test storing something into eFileCabinet. If you’re still having issues, start a chat with us, and one of our technicians will help to resolve your issue.

EFC Desktop – How to Display All Drawers

Last Updated: Oct 14, 2016 11:56AM MDT

eFileCabinet version 5.0 (and later) defaults to show 1000 Drawers.

To change it, go to:

  1. Administration Tab>
  2. Server Settings>
  3. Advanced Tab>
  4. “Limit Drawers and Search results to:” >

Change the number in increments of 2500 until you surpass your current drawer count; this will give you a little buffer for future growth. Keep in mind that making this number higher than you need will slow down system performance and response time.

EFC Desktop – When Emailing a File, Nothing Happens

Last Updated: Oct 14, 2016 11:57AM MDT

When you right click on a file name, select email and then click OK, and no new email message opens, perform the following troubleshooting steps:

    1. Check to see if your computer has more than one mail profile.
      • To do so, Click on Start » Control Panel.
      • Click on the Mail icon.

      • Click the button that says Show profiles.

    • Select the Radio Button that says “Always use this profile” and ensure that the correct profile is listed in the drop down menu.
    • Select the Profile you want to use by default.
    • Click Ok.

Note: If you are still unable to get a new email message to open, then check the size of the file you are attempting to email. Most email programs have a limit or restriction on the size of attachments. As a general guideline, any file larger than 10MB is too large to send as an email attachment.

EFC Desktop – Error Communicating with Server

Last Updated: Oct 14, 2016 11:57AM MDT

When you try to log in to the eFileCabinet Client and get an error that says “Error Communicating with the Server. Please refresh your server list.” perform the following troubleshooting steps:

    1. Check to make certain your eFileCabinet server is running. This is done from the server machine. Go to the bottom right hand corner and right click on the eFileCabinet Icon. From the menu, select either Start or Restart, whichever is displaying in the space provided.

    1. Check to make certain you are logging in to the server using the correct IP address. (If your computer has more than one network adapter (ie. wireless card, ethernet), then it is possible that your server may show up multiple times with different IP addresses. If this is the case, trial and error is the best way to figure out which IP address is the correct one. Once you find the correct one, eFileCabinet software should remember it.)
      • This test requires that you know the IP address of your server, you can sometimes find this out by opening eFileCabinet and looking at the “Server:” field (the IP address is usually a number in the following format ###.###.###.###, for example 192.168.1.2 or 10.10.10.5).
      • Once you have the IP address go to Start>Run… and type “cmd’ or type into the search “cmd” (no quotation marks).
      • This should bring up the DOS prompt in the DOS prompt type “ping ” (no quotation marks, example “ping 192.168.1.2″) and hit the enter key.
      • This should “ping” the server 4 times, you should receive back a response all 4 times, and if it can’t communicate it will usually say “Destination host unreachable” or No Reply 4 times.
      • If there is no communication with the server from that machine, your company’s IT staff will need to look into the issue.
      • If you get 4 replies and it seems there is communication between the 2 devices, continue to the below Solution.
    2. Checking Windows Firewall:
      • Go to Start>Control Panel>Windows Firewall.
      • In the upper left hand corner, click on “Allow a program or feature through Windows Firewall” (or click on the Exceptions tab in XP).

      • Here check the list for efcClient.exe, if it is here ensure all the boxes for it are checked, hit Ok for this window and test connection from eFileCabinet. If it isn’t listed here continue to next step below.
      • Hit the Add Program button (you may have to hit the Change Settings button in Windows 7) and browse to C:\Program Files (x86)\eFileCabinet 5\Client and select efcClient.exe and hit Ok.



(Note: If running version 4, make sure that e4search.exe, e4serverservice.exe, e4utility.exe, and efc4systray.exe are all added. These can be found in C:\Program Files\eFileCabinet 4\Client)

    • This should add efcClient.exe to the Exceptions list, ensure all the boxes available for that item on the list are checked and hit Ok.
    • At this point test the connection to eFileCabinet again.
    • If when you get to the Windows Firewall panel it states another program is handling the Firewall function, you may have to consult with your IT or the software’s manufacturer to find out how to add a program to the exception list for that firewall. Steps for third-party Firewalls vary widely, eFileCabinet does not perform support for third party software.

EFC Desktop – Network Canon Scanners: Using the ScanGear TWAIN Interface

Last Updated: Oct 14, 2016 11:57AM MDT

ScanGear driver interfaces differently than other TWAIN Drivers. You can work around the issue by:

    1. Open eFileScanner utility (usually an orange ‘e’ on the desktop).
    2. Go to Edit>Preferences…

    1. Under the Settings tab check the boxes for “Open scanner interface at startup” and “Scan button shows the scanner user Interface”.

This will open the ScanGear interface when you hit the Scan button in the utility or open the utility, allowing you to scan using that interface and send files to eFileCabinet.

EFC Online Classic – ALERT: Google Chrome and Mozilla Firefox No Longer Supports Silverlight

Last Updated: Mar 09, 2017 07:33AM MST

ALERT:
Starting in the newest release of Chrome (version 42) and the newest version of Firefox (version 52), NPAPI plugins are no longer supported. These plugins include several, most especially Silverlight. When users on this version of Chrome or Firefox attempt to access https://online.efilecabinet.com/ or https://application.securedrawer.com/ they will receive a message indicating that they need to install Silverlight, despite Silverlight already being installed on their machines.

The development team is hard at work to provide a solution to the problem that will make the programs available without the utilization of Silverlight. Until the solution is presented, eFileCabinet recommends that customers utilize Internet Explorer to access both programs.

EFC Online Classic – Why does install Silverlight keep coming up when going to eFileCabinet Log-in through a Mac?

Last Updated: Mar 09, 2017 07:35AM MST

eFileCabinet and SecureDrawer only support Silverlight on Mozilla Firefox verseion 4 through 51 and Safari on ANY Apple OS. If you are having issues with recurring installation prompts after installing Silverlight on a Mac, please try the following to resolve the issue:

    1. 1 – Confirm that the plugin is enabled. For Mozilla, the add-ons can be accessed through the settings button in the upper right corner (it looks like three little horizontal bars stacked on top of each other).

For Safari, you can check to make sure the plugin is enabled by following these steps:

    • Click Safari at the top left corner, next to the apple.
    • Click preferences
    • Click the security tab
    • Click website settings next to “allow plugins”
    • Choose Microsoft Silverlight and ensure it’s enabled or checked.
  1. If the add-on is enabled and the issue persists, please try a different browser.
  2. If both the previous steps failed, please uninstall Silverlight and then reinstall Silverlight.
  3. As a final step, please attempt clearing your cache and cookies, then refresh the page

EFC Online Classic – How To: Remove Silverlight from Macs

Last Updated: Oct 14, 2016 04:33PM MDT

See the following MicroSoft Silverlight article: http://www.microsoft.com/getsilverlight/get-started/install/removing-silverlight-mac.aspx

Removing Silverlight plugins on Macintosh:

  1. Access your hard drive: Double-click the hard drive icon on your desktop
  2. Find the plugin: Navigate to your Internet Plug-Ins directory: /Library/Internet Plug-Ins/
  3. Remove the plugin: Drag any of the following into your trash bin: ?Silverlight.plugin ?WPFe.plugin

EFC Online Classic – Installing the “out of browser” application

Last Updated: Oct 14, 2016 04:36PM MDT

To install a shortcut to eFileCabinet Online, you would first need to log into the eFileCabinet online site.

Once you have done this, right mouse-click on the blue header bar across the top of the page. This should give you two options: “Silverlight” and “Install eFileCabinet Online to this machine”.

You will want to select the ‘Install’ option, which will walk you through a few steps to complete this operation.

Once you have finished this installation, there will be a new icon created on your desktop for eFileCabinet Online.

For additional problems or questions, please contact us via our Live-Chat Support option or call 877-574-5505.

EFC Online – SalesForce Integration

Last Updated: Aug 03, 2017 11:16AM MDT

The EFCO/SalesForce integration allows you to view your EFCO drawers and files through the SalesForce website. Once set up, this tool will create drawers in an EFCO cabinet of your choosing that match your contacts in SalesForce. After the initial sync, it will update files in both locations, helping to streamline your SalesForce processes by providing the necessary supporting documentation from EFCO.

The integration app can be installed into your SalesForce account by clicking on the link below:
https://login.salesforce.com/packaging/installPackage.apexp?p0=04tF0000000Wkqx

Setup and user instructions can be found in the attachment to this article.

Example of the EFCO/SalesForce Integration

SecureDrawer Classic – ALERT: Google Chrome and Mozilla Firefox No Longer Supports Silverlight

Last Updated: Mar 09, 2017 07:32AM MST

ALERT:
Starting in the newest release of Chrome (version 42) and the newest version of Firefox (version 52), NPAPI plugins are no longer supported. These plugins include several, most especially Silverlight. When users on this version of Chrome or Firefox attempt to access https://online.efilecabinet.com/ or https://application.securedrawer.com/ they will receive a message indicating that they need to install Silverlight, despite Silverlight already being installed on their machines.

The development team is hard at work to provide a solution to the problem that will make the programs available without the utilization of Silverlight. Until the solution is presented, eFileCabinet recommends that customers utilize Internet Explorer to access both programs.

SecureDrawer – Files have been uploaded to me, but I can’t see them. What should I do?

Last Updated: Oct 28, 2016 04:02PM MDT

You are able to log into SecureDrawer but cannot see files listed in a notification you received. The following are a list of reasons as to why this may occur:

  1. Sometimes a user neglects to highlight/select their drawer after logging into SecureDrawer also there can be folders that are not readily apparent, there should be a way to expand the Drawer to the left of it.
  2. Multiple Guest User accounts and Drawers were created under the same email address, an Admin user on the account should delete any extra accounts and make sure that files are uploaded to the account that the Guest User can access.
  3. The file was uploaded, triggering a notification, but then deleted or moved somewhere else.

SecureDrawer Classic – Blank White Page Instead of Login Screen

Last Updated: Mar 09, 2017 07:38AM MST

There are 3 possible solutions for this issue:

  1. Refreshing the page can sometimes resolve the issue.
  2. Go to C:\Program Files\Microsoft Silverlight\5.1.30514.0\, open Silverlight.Configuration.exe, go to the Application Storage tab and ensure “Enable application storage” is checked.
  3. You can reset your browser (Warning: this will reset your cookies and internet files for that browser as well as any personal settings you may have setup for the browser), instructions for the popular browsers can be found at:
    http://support.microsoft.com/kb/923737 (Internet Explorer),
    https://support.mozilla.org/en-US/kb/reset-firefox-easily-fix-most-problems (Firefox (versions 4 through 51)) and
  4. You can try reinstalling Silverlight by going to Start button>Control Panel>Programs and Features, uninstalling Microsoft Silverlight and going to http://www.microsoft.com/getsilverlight/ and download/install the newest version of Silverlight.

On a Mac the same solutions can apply but with the below changes.

  1. Same as above.
  2. Silverlight should be in Macintosh HD>Applications, it could also be in Macintosh HD>Applications>Utilities. You still ensure that “Enable Application Storage” is checked.
  3. There is no longer an Internet Explorer for Mac, Firefox (versions 4 through 51) is recommended and is reset as stated above but Safari can be used as well.
    https://discussions.apple.com/thread/855556 (Safari)
  4. Instructions for removing Silverlight are at http://www.microsoft.com/getsilverlight/ and the newest version can be downloaded from that site as well.

SecureDrawer Classic – Requirements

Last Updated: Mar 09, 2017 07:37AM MST

For proper operation of SecureDrawer, you must meet the following qualifications:
– Latest version of Microsoft Silverlight (which can be downloaded here: http://www.microsoft.com/getsilverlight/)
– Microsoft Windows Vista or later with Internet Explorer, Firefox (version 4 through 51)
– Macintosh systems running Mac OS 10.5.7 or higher with Firefox (version 4 through 51)

SecureDrawer Classic – How do I change the email address for my account?

Last Updated: Oct 28, 2016 04:06PM MDT

To change the email address of the primary account, log in to SecureDrawer. There should be a ‘Settings’ button located in the upper right hand corner of your SecureDrawer, between ‘Logout’ and ‘My Account’.

Alternatively, an Admin can go to the Admin Tab > Admin Users (Or Guest Users) and edit the desired user in that list.