Technical FAQs

Question

We just installed the PrizmDoc client and noticed that when we run Prizm Application Services, the service states that it is started, but it is not listening on 3000, and there are no logs written to the Prizm\logs\pas folder. What might the issue be?

Answer

A possible reason for this issue can be due to the Windows system environment variable called PATHEXT. By default, .COM;.EXE;.BAT;.CMD;.VBS;.VBE;.JS;.JSE;.WSF;.WSH;.MSC are configured.

What this variable does is allow commands to be executed without needing to add the extension to them.

For example, PM2, which runs with PAS, has a file extension of .CMD, so when executing PM2 in a command line you just need to type PM2 instead of the full name PM2.CMD.

If .CMD is not in the PATHEXT environment variable, then just typing PM2 would return a command not found error, and you would need to use the full PM2.CMD for it to work.

To fix the issue, ensure the following:

  1. Open Control Panel > All Control Panel Items > System
  2. Select Advanced System Settings
  3. Select Environment Variables
  4. Under System Variables double-click PATHEXT
  5. Add to the end of the current string
  6. Restart Prizm Application Services
Where we came from

In July 2015, Accusoft’s SaaS Applications team was tasked with integrating the recently acquired edocr application with our existing Prizm Share community for publishing and sharing documents. While this integration offers numerous challenges with data migration, feature parity, and cohesive branding, we are going to focus on the architectural changes that resulted from the project.

Both projects were initially built as LAMP applications—edocr on Drupal 5 and Prizm Share being built in-house by a fledgling apps development team. Throughout their independent evolutions, they each had the expected increase in features and correlated increase in code base size and technical debt. The decision to merge the two products under a single brand and code base meant choosing a target platform.

Initially, we considered two options:

Migrate Prizm Share data to the existing edocr platform

With edocr being the dominant service for traffic between the two, it made more sense to merge on that base when looked at from a customer-centric perspective. However, edocr was running on a very dated Drupal 5 and in need of an approach that could be supported well into the future. Along these lines, we also considered adopting the Drupal platform and then going through the upgrade process from 5 to the current release, 8. Tests of these upgrades did not have good results, however, as numerous plugins and custom modules in edocr were not available or supported in the latest version.

Migrate edocr data to the existing Prizm Share platform 

With the edocr application being based on the very outdated Drupal 5 platform, the primary contender was to move the application to our existing PHP Prizm Share code base and extend the features that we didn’t currently support in order to serve the existing customers of both products. The problem with this was that the code for Prizm Share was already starting to show signs of rigidity based on a lack of foresight on the initial architecture decisions. New features were increasingly difficult to work in with the existing framework and the team had been looking to move to something more modular.

Our Decision

What the team eventually decided on, however, was a complete overhaul of the whole system, targeting the existing feature sets of both products along with a specific list of MVP requirements for our new consumer document platform.

To ensure flexibility in the future and to keep a positive connotation on the word legacy, we decided to adopt a microservice architecture built on a lightweight application framework we developed in Node. This would handle configuration and dependency management for each of our services. By separating out our functionality into independently managed components and updating our build and deployment system to deploy as docker containers, the team was able to reduce friction with code changes, improve code testability, and drastically reduce the time from commit to production.

Read on in the coming weeks for details on our migration, including failures, successes, and lessons learned.

Question

If you have a copy of ImagXpress, there are cases where calling certain functions will trigger the following message:

"This function is available in another edition of ImagXpress v13.00
control"

What could cause this error?

Answer

This error can occur if ImagXpress Standard Edition is licensed on a system, but you’re trying to call operations that are only available in ImagXpress Professional Edition. So, you will need to ensure you’re using the proper license.

This documentation page specifies the functions that are supported for each edition.

This can also occur if you own both Barcode Xpress and ImagXpress Professional. Barcode Xpress includes ImagXpress Standard Edition, so if you install the ImagXpress Professional license first, and then install Barcode Xpress, the included Standard license will overwrite the Professional license. The resolution in this case is to re-install the ImagXpress license to overwrite Standard with Professional.

Question

I have installed PrizmDoc based on the documentation against a clean CentOS 7/RedHat 7 system, and Prizm services starts and is showing healthy. However, one of two issues are occurring:

  1. I cannot view HTML or picture files but can view PDF files.
  2. I cannot view PDF, Excel, or Word documents but can view HTML and Picture files.
Answer

If you cannot view HTML or picture files but can view PDF files, it is often due to specific required libraries not being installed. The following procedure can be executed on CentOS/RedHat 7 to ensure all required PrizmDoc libraries are installed.

  1. Stop the Prizm service: sudo /usr/share/prizm/scripts/pccis.sh stop

  2. Copy and paste all of the library installers into a terminal and wait for them to finish:

    yum install -y libbz2* libc* libcairo* libcups* libdbus-glib-1* libdl* libexpat* libfontconfig* libfreetype* libgcc_s* libgif* libGL* libjpeg* libm* libnsl* libopenjpeg* libpixman-1* libpng12* libpthread* librt* libstdc++* libthread_db* libungif* libuuid* libX11* libXau* libxcb* libXdmcp* libXext* libXi* libXinerama* libxml2* libXrender* libXtst* libz* linux-vdso*
    
  3. Restart the server.

If you cannot view PDF, Excel, or Word documents but can view HTML and Picture files, this is often due to installing the Generic PrizmDoc installer, which ends in either client_x86_64.tar.gz or server_x86_64.tar.gz. To resolve this issue you will need to re-install using the links that end in client_x86_64.rpm.tar.gz and server_RHEL7.tar.gz.

Question

What file types are supported by Accusoft PDF Viewer?

Answer

The viewer currently supports only PDF file formats based on the PDF32000 specification. If you need more wide ranging document support our PrizmDoc Server platform can help!

Question

Some of our users using Google Chrome have been reporting that PDF document loading and page rendering is extraordinarily slow. This is making the workflow unusable. What could have caused this issue to start occurring?

Answer

An issue was discovered in Google Chrome 71 that was causing this issue. The issue was resolved in Google Chrome 72 (released in Jan 2019).

If you are experiencing this PDF loading issue with PrizmDoc, and you are using the Google Chrome browser, please verify that you are using the latest stable version here:
https://www.google.com/chrome/

Question

When licensing my PrizmDoc server, I get the error “Unable to write licensing information to the properties file.” Why is this happening?

enter image description here

Answer

To resolve this issue, please try the following:

  1. Re-run the Prizm Licensing Utility as an administrator.

  2. The Prizm Licensing Utility is writing to Prizm/prizm-services-config.yml. See whether you have permissions to edit this file.

  3. Check whether Prizm/prizm-services-config.yml is locked by another process. If you have it open in some text editing software, PrizmDoc may not be able to write to it.

Additionally, if you have an OEM key, you can just manually enter this key into the file by placing the following at the top:

license.solutionName: ENTER_YOUR_SOLUTION_NAME_HERE

license.key: 2.0…rest_of_the_key_goes_here

Question

We have just applied the solution name and key for our cloud license, however, when trying to start the Prizm service, it fails to start.
What could be causing this issue?

Answer

There are a few reasons why this would occur:

  1. The server does not have internet access. Internet access is required for cloud licensing to connect to an S3 bucket.
  2. The server does not have proper rights to access the S3 bucket configured. Please verify the rights to the S3 bucket. Information can be found here: https://help.accusoft.com/PrizmDoc/latest/HTML/prizmdoc-cloud-license-and-aws.html
  3. Verify the solution name is spelled properly. The solution name is case-sensitive.
  4. Verify that the name of the S3 bucket entered in the customer portal matches your actual S3 bucket name. The S3 bucket name is case-sensitive.
Question

Currently we are using PAS for viewing packages and it is pointed to our Accusoft Cloud subscription API key. PAS is installed locally and we store the viewing package artifacts in our S3 bucket. We are using 600 GB of storage on S3 for the viewing package artifacts we already have converted.

We would like to start using Accusoft’s Cloud PAS API to create viewing packages and no longer wish to host our own PAS and have the following questions:

  1. Is there a way we can migrate our current artifacts from our S3 bucket to Accusoft’s S3 bucket?

  2. Is there an additional charge for storing the artifacts at Accusoft?

  3. Is there a way to point the Cloud PAS to our existing S3 bucket?

Answer

Q: Is there a way we can migrate our current artifacts from our S3 bucket to Accusoft’s S3 bucket?

A: We do not currently offer an API for directly importing your existing viewing packages. However, you can re-create your viewing packages in PrizmDoc Cloud using the original source document.

Q: Is there an additional charge for storing the artifacts at Accusoft?

A: At this time there is no additional charge. However, this is
subject to change.

Q: Is there a way to point the Cloud PAS to our existing S3 bucket?

A: There is currently no setting available to configure your PrizmDoc Cloud account to use an S3 bucket which you own. If you use PrizmDoc Cloud, the storage is managed by Accusoft. If you need to own and manage the storage yourself, you’ll want to use your own Self-Hosted PAS.

Question

Currently we are using PAS for viewing packages and it is pointed to our Accusoft Cloud subscription API key. PAS is installed locally and we store the viewing package artifacts in our S3 bucket. We are using 600 GB of storage on S3 for the viewing package artifacts we already have converted.

We would like to start using Accusoft’s Cloud PAS API to create viewing packages and no longer wish to host our own PAS and have the following questions:

  1. Is there a way we can migrate our current artifacts from our S3 bucket to Accusoft’s S3 bucket?
  2. Is there an additional charge for storing the artifacts at Accusoft?
  3. Is there a way to point the Cloud PAS to our existing S3 bucket?
Answer

Q: Is there a way we can migrate our current artifacts from our S3 bucket to Accusoft’s S3 bucket?

A: We do not currently offer an API for directly importing your existing viewing packages. However, you can re-create your viewing packages in PrizmDoc Cloud using the original source document.

Q: Is there an additional charge for storing the artifacts at Accusoft?

A: At this time there is no additional charge. However, this is
subject to change.

Q: Is there a way to point the Cloud PAS to our existing S3 bucket?

A: There is currently no setting available to configure your PrizmDoc Cloud account to use an S3 bucket which you own. If you use PrizmDoc Cloud, the storage is managed by Accusoft. If you need to own and manage the storage yourself, you’ll want to use your own Self-Hosted PAS.