My document appears to be loading incorrectly. Are there any troubleshooting steps I can take?

Question

My document appears to be loading incorrectly. Are there any troubleshooting steps that I can take?

Answer

First, confirm that this is a document-specific issue by trying other documents of the same file type or documents of the same file type with similar size characteristics and content.

Second, if the document is a Microsoft Office document and you are using LibreOffice as your backend renderer, you can compare the way that the document displays in PrizmDoc against the way the document displays in the copy of LibreOffice shipped with PrizmDoc (C:\Prizm\libreoffice\program\soffice.exe on Windows, /usr/share/prizm/libreoffice/program/soffice on Linux). To inquire about the Microsoft Office renderer plugin, which may resolve office document rendering issues, send an email to sales@accusoft.com.

Third, reach out to a support technician at support@accusoft.com, as they will be able to quickly test how the document renders in the latest version of PrizmDoc, and consult the product engineers in the event that there is a rendering issue.

Have the following information handy, as it will help the support technician better assist you:

  • What version of PrizmDoc are you using?

  • What operating system are you using?

    • If Windows, are you using the LibreOffice or Microsoft Office backend renderer?

  • A PDF export or a screenshot of what you see in PrizmDoc, compared to a screenshot of how the document looks in its native file type viewer.

  • Log files that include the processing of the incorrectly loading document.

  • Any changes that you may have made to the PrizmDoc configuration files.