Technical FAQs

Question

When running setup.sh and entering the information for a node-locked license, such as configuration file, solution name, and solution key, the following error occurs:

The licensing configuration file you provided is invalid. Please retry
your request or break the licensing process:

What would cause this issue?

Answer

This issue may be caused by a trailing space on the configuration file copied to the Linux server.

To remove the space, run the following command, making sure to replace
configurationfilename with the name of your configuration file.

truncate -s -1 **configurationfilename**

For example:

truncate -s -1 /usr/share/prizm/licenseconfiguration.txt
Question

What’s the difference between a Viewing Session and a Viewing Package?

Answer

Viewing sessions require source information for the document that you want to view. There are 3 types of sources to choose from: File, URL, and viewing package.

A viewing package is a file you want to view that is stored in its already “converted state”, which we call “pre-conversion”. This is different than a file or URL because these sources are converted and set in a temporary cache folder for use until the cache is cleared out.

Viewing package information can be set to never expire which is useful if you have documents that will be viewed over and over again by many clients. This allows the server not to have to convert the file every time and increases performance.

Question

My service is crashing in IIS, and I see an error saying w3wp.exe has crashed in my Event Viewer. Why is my service crashing?

Answer

Normally, when there is an error in the Event Viewer saying that w3wp.exe has crashed, this means that your application pool has crashed. So, by extension, anything running on IIS will stop working. There are many reasons why this could happen, so to find out the root cause, there are a few things that you can do:

  1. Look at the dump file generated by the Event Viewer
    that is tied to this specific error.
  2. Run this file through WinDbg to get a stack trace of the
    error.

These two things should give you the information you need to determine the root cause of the problem. Below is an online article explaining in more detail how to get these two things and possible causes of the crash.

http://blog.whitesites.com/Debugging-Faulting-Application-w3wp-exe-Crashes__634424707278896484_blog.htm

Question

In PrizmDoc Viewer, when viewing Excel documents that have pictures on certain spreadsheets within that document, the pictures are not displayed.

This appears to happen only if PrizmDoc has the Microsoft Office Conversion (MSO) feature enabled. This issue does not occur if PrizmDoc is using LibreOffice.

Why is this happening?

Answer

The issue is related to an Excel “Page Setup” option called “Black and white”. The option is located in Excel under File, Print, Page Setup and is only respected when PrizmDoc has the MSO feature enabled.

When using LibreOffice, this setting does not exist and is ignored, which is why you can see the pictures.

By default, this option is disabled in Excel, so that specific option would have to be manually set by the creator of the document.

As a workaround, ensure that the “Page Setup” option for “Black and white” is not checked on any spreadsheets in an Excel document that has pictures.

Question

Can I run PrizmDoc Viewer in a Windows Docker container?

Answer

No, you cannot run PrizmDoc Viewer in a Windows Docker container. This is because Windows Docker containers do not provide the full environment that a Virtual Machine or regular Windows system install provides.

However, this is not the same thing as using a Windows system as a Docker Host, which actually can run PrizmDoc Viewer in a Linux Docker container.

Question

Does viewing HTML in PrizmDoc Viewer allow JavaScript execution or local file access? Can PrizmDoc Viewer block externally-referenced content from being rendered?

Answer

When viewing HTML in PrizmDoc, JavaScript and local file access are disabled.

Additionally, you may configure the security.htmlRendering.blockExternalContent setting found in PrizmDoc’s Central Configuration file. When rendering any source document which uses HTML content, this setting controls whether or not externally-referenced content, such as images and iframes, will be blocked. This option affects any source document file type which uses HTML, including HTML, EML, and MSG.

Question

We want to use one PAS instance for multiple customers while ensuring their calls and data are separated so that other customers cannot access them. Is there a way PrizmDoc can accomplish this?

Answer

How To:

Use the following steps to set up the multi-tenancy feature:

  1. Add a new line inside of /usr/share/prizm/pas/pcc.nix.yml (Linux) or C:\Prizm\pas\pcc.win.yml (Windows) in the following format:

undocumentedFeature.multiTenancy: “enabled”

  1. After enabling this feature, all requests to PAS must include the header accusoft-tenant-id. The following shows an example request for creating a new viewing session:
POST /ViewingSession HTTP/1.1
Host: localhost:3000
Content-Type: application/json
accusoft-tenant-id: myUniqueTenantId
cache-control: no-cache
Postman-Token: 5edd698a-5e4f-46d2-b93a-42cc57371dce
  {
  "source": {
  "type": "document",
  "fileName": "1040ez.pdf"
   }
  }

NOTE: All Tenant Ids are converted to lowercase and must be unique between tenants. This means that in terms of the application both “MyTenant” and “mytenant” are equivalent and would be able to see the same files. Tenant Ids are not generated for the application and must be generated and handled by the integration components. Tenant Ids are also strictly alphanumeric at this time.

File storage including Documents, markupXml, formDefinitions and markupLayerRecords will now be appended with the
{tenantId} as shown in the above example with a Documents configuration of /usr/share/prizm/Samples/Documents. The request would attempt to create a viewing session from the following file: /usr/share/prizm/Samples/Documents/myuniquetenantid/1040ez.pdf

Viewing Package data stored in the database will have the tenantId included in the composite index as well as include an accusoftTenantId column.

Question

Does PrizmDoc have a limit to the size of file that can be viewed and edited?

Answer

PrizmDoc does not have a limit to the sizes of files that can be displayed and edited. However, do keep in mind that the web server on which PrizmDoc is being hosted may have a limit to the maximum size of files that can be uploaded to it.

The webserver max upload file size would therefore serve as PrizmDoc’s max supported file size when it is hosted on that server.

Question

How does the PrizmDoc print function work exactly?

Answer

Every page of the specified print range is being loaded and sent to the printer. This occurs in an iframe separate from what is shown in the Viewer so the user does not actually see this happening.

The actual method being used is one of the following, depending on the browser:

  • _iframe.contentWindow.document.execCommand('print', false, null);
  • _iframe.contentWindow.print();
Question

Why is touch input for PrizmDoc not working in Chrome version 70+?

Answer

PrizmDoc uses the Chrome Touch API to process touch input. This API was deprecated after Chrome version 70 and must be manually re-enabled in order for touch input to work in PrizmDoc.

Paste the following link into Chrome and enable the Touch API:

chrome://flags/#touch-events

This issue will also occur in the Chromium version of Microsoft Edge.

Paste the following link into Edge and enable the Touch API:

edge://flags/#touch-events

Question

What are the different ways to iterate through and select redactions in PrizmDoc Viewer?

Answer

Method 1:
Use the mouse to manually select the redactions you want to work with.

Method 2:
With the advancedSearch feature enabled, perform a search of your document. The search will return a list of marks on the document that you can use to select redactions without having to manually locate where they are in the document.

Question

Why does my markupBurner call with XML data get an InvalidJson error?

Answer

The MarkupBurner accepts two types of payloads, XML and JSON.

When making a call to the markup burner with either type, you have to specify what kind of payload you are sending by specifying a Content-Type header.

For more information on MarkupBurners, see here:

https://help.accusoft.com/PrizmDoc/latest/HTML/webframe.html#pas-markup-burners.html