Use this troubleshooting guide to resolve issues with the Smokeball desktop app.
Important Note
This guide is intended for Windows administrator users. Please forward it to your IT team if applicable.
System environment troubleshooting
Check system performance
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Open the Performance tab in Task Manager.
- If CPU uptime > 4 days, check for Windows Updates.
- If CPU uptime < 4 days, restart the Smokeball Windows Service from the Processes tab in Task Manager.
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Open the Processes tab in Task Manager. If CPU, Memory Allocation or Hard-disk Read/Write Capacity are > 90%:
- Close all open applications, including Smokeball.
- Restart Smokeball.
- Monitor hardware activity for at least a minute after Smokeball opens.
Check Windows updates
- Open the Start menu.
-  Search "Check for updates" and open the Check for updates window.
- Download and install any available updates to Windows.
Smokeball's interface and performance may be affected by an outdated .NET Framework. Please indicate in your support ticket if .NET Framework updates are triggered when checked.
.NET Framework updates may be impeded by other Windows updates, such as Cumulative Updates. You may need to check for these updates multiple times, even after restarting your workstation, to see if they become available.
Check Power Status and Options
General workstation performance may vary depending on power connectivity. Ensure that portable workstations are plugged into AC power.
Ensure that a high-performance power plan is selected in Windows Power Options:
- Open the Windows Control Panel and select Hardware and Sound.
- Select Power Options.Â
- Choose High-performance as the Selected plan.Â
Antivirus and security software troubleshooting
Open the utility application of any installed antivirus on the workstation, and add the following Smokeball program folders, files, and websites to the list of exceptions:
Folder path:
- C:\Program Files\Smokeball
File paths:
- C:\Program Files\Smokeball\binaries\Smokeball.ServiceRestart.exe
- C:\Program Files\Smokeball\binaries\Smokeball.WindowsService.Host.exe
- C:\Program Files\Smokeball\binaries\UriHandler.exe
- C:\Program Files\Smokeball\binaries\Chrome Bridge.exe
- C:\Program Files\Smokeball\binaries\Chrome Saver.exe
- C:\Program Files\Smokeball\binaries\DatabaseValidation.exe
- C:\Program Files\Smokeball\binaries\Logout.exe
- C:\Program Files\Smokeball\binaries\PrintToSmokeball.exe
- C:\Program Files\Smokeball\binaries\Smokeball Scan.exe
- C:\Program Files\Smokeball\binaries\Smokeball TrayIcon.exe
- C:\Program Files\Smokeball\binaries\Smokeball Universal Scanner.exe
- C:\Program Files\Smokeball\binaries\netfw\SmokeballToolbarAddIn.dll
- C:\Program Files\Smokeball\binaries\netfw\Smokeball.OutlookAddIn.dll
- C:\Users\<user>\AppData\Local\Temp\Smokeball
Websites
Additionally, you can check this AWS page to make sure Smokeball isn't getting blocked by a firewall.
Account authentication troubleshooting
Before reauthenticating a user's account:Â
- Ensure that all Office documents or emails have been saved and closed.
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Check the Smokeball file upload queue on the top-right corner of Smokeball for failed imported files. Review and confirm any files first, then clear the queue.
 - Perform a backup of C:\Program Files\Smokeball\dataAu.
To reauthenticate a user:
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Log the user out of Smokeball by selecting File and Log Out from the top-left corner of Smokeball.Â
- If Smokeball is closed, log the user out by launching C:\Program Files\Smokeball\binaries\Logout.exe.
- Log the user back in.
Clear local cache
The Smokeball Desktop app allows a firm to clear their local document cache from inside the Smokeball app. This can be especially helpful for firms handling high document volumes which could affect storage/disk space capacity on individual devices. Clearing the cache will help free up disk space by removing temporary document files Smokeball has already uploaded and synced to the server.Â
How to clear local cache for Smokeball documents
- Navigate to Smokeball Settings
- Select the Cache tab.
- Click the Clear Cache button.
- Will I lose any of my documents? No. Clearing the cache only removes local copies of documents that are already uploaded and synced to Smokeball. They re-download when you next open them.
- Will it remove files I'm still working on? No. Files that are unsaved, still syncing, or open/locked (for example, open in Word) are skipped and kept.
- Do I need to be online afterwards? Yes — cleared documents re-download from Smokeball the next time you open them, so you'll need an internet connection for them to re-download.
- How often should I do this? Only when you need to free up space on your device. It's a manual, opt-in action you choose to run.
- Does this affect existing matters or data? No. It only clears local temporary and cached files on your device — your matter data in Smokeball is unaffected.
Uninstalling and reinstalling Smokeball
An IT administrator should uninstall and reinstall Smokeball because User Access Control and antivirus programs require administrator permissions to override.
Before uninstalling Smokeball:
- Perform a DB file backup and save it to a stable location.
- Open Task Manager and suspend the Smokeball Update Service and Windows Service.
- Open the Windows Task Tray and close the Smokeball Tray Icon from there. Otherwise, exit the Smokeball process from the Task Manager.
- Clear all DB files from C:\Program Files\Smokeball\dataAu.
- Uninstall Smokeball from the Windows Apps & features window.
To reinstall Smokeball:
- Download the Smokeball client from https://www.smokeball.com.au/download.Â
- Reinstall Smokeball and log the user back into their account once the installation is complete. Ensure they can access their account.
Note:Â Reinstallation may take a while (> 30 minutes), depending on the system environment. Confirmation of successful login may also take some time to ensure that reinstallation has not locked the user out of their account.
If the steps above still don't work, try deleting the C:\Program Files\Smokeball folder before uninstalling and reinstalling.