Technical FAQs

Question

We are using PrizmDoc and may be adding more end users, so we wanted to verify whether there is a limit to the number of viewing sessions that can be active at one time.

Answer

PrizmDoc does not specifically limit the number of viewing sessions that can be active at any given time. However, when opening a viewing session with a document, a conversion does take place. The number of conversions that can be handled simultaneously is based on the hardware constraints of your server.

Various factors, such as the size of documents, the number of conversions, and the hardware being utilized may impact the performance of your PrizmDoc server.

We provide server sizing and performance documentation that is designed to provide guidance and approximate server size based on the number of conversions you plan to do per minute.

Please refer to our documentation page:

https://help.accusoft.com/PrizmDoc/latest/HTML/webframe.html#prizmdoc-server-sizing-servers.html

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

I am a PrizmDoc Cloud customer and need to do content conversion with PrizmDoc. Do I have to do anything special to make it work?

Answer

Yes, in order to do content conversion as a PrizmDoc Cloud customer, there are a few things you need to do:

  1. Most of the information regarding how to use our content conversion service can be found here, including the requests that can be made to it.
  2. The URL the requests need to go to is api.accusoft.com, so you will need to make sure the requests for content conversion are going there.
  3. You also need to add a header to the requests as follows: acs-api-key: yourapikey.

Doing these three things will allow you to use content conversion as a PrizmDoc Cloud customer.

Question

I am seeing a ‘TimeoutWaitingForPage’ error in my PccErr log. How can I extend the timeout window so larger files will not cause PrizmDoc to time out?

Answer

You can increase the timeout values for document loading by going to “C:\Prizm\PCCIS\ServiceHost\pcc.config” and increasing the values for the last four timeouts.

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

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

What ports need to be open on my server in order for PrizmDoc to function correctly?

Answer

PrizmDoc Server needs to be able to communicate internally over the following ports:

  • 18000
  • 18001
  • 19000-19199

And externally over 18681 (18682 if clustered).

Prizm Application Services (PAS) needs to be able to communicate externally over the following ports:

  • 3000
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

Why am I receiving a 500 error when making a Viewing Session PUT request?

Answer

This issue can occur if you forget to prefix the {viewingSessionId} portion of the URL with u, or if you simply request an invalid {viewingSessionId} in the call.

For example, the PUT call should look like the following:

PUT /ViewingSession/u{viewingSessionId}/SourceFile

For more information on syntax and other API calls related to Viewing sessions, please see:

https://help.accusoft.com/PrizmDoc/latest/HTML/webframe.html#pas-viewing-sessions.html

Question

Users want the ability to have all the documents that they view initially open with the same Zoom Percentage. How can I accomplish this?

Answer

Setting the zoom percentage is possible in PrizmDoc. You can listen in on the ScaleChanged event, which is triggered whenever your user changes the zoom level of the Viewer. For more information, refer to the EventType section of the PCCViewer help topic.

Then you could take that value, store it however you want, and use it to set the initial zoom factor of the page upon loading the Viewer using setScaleFactor. For more information and a code sample, refer to the Setting the Initial Zoom Factor help topic.

Question

Why do the fonts in my document look different when rendered in PrizmDoc?

Answer

There are times when a document was created on a machine where a user installed a non-standard font (e.g., Maestro-Regular). When the document is viewed on another system, without that font installed, the text will look different.

PrizmDoc uses the fonts installed on the server where it is running when converting the document. If the document has a non-standard font, and the font is not installed on the server where PrizmDoc is running, then it will render the document with a default font.

To fix the issue, you need to install the font onto the PrizmDoc server that converted the document. The procedure below outlines how to install the font on a Windows server. You will need to ensure that you are logged in as the same UserId that the Prizm Service is using.

  1. Identify the name of the font that needs to be installed and download the font file associated with that font. The font file name will typically be in the format of fontname.ttf.
  2. Copy the .ttf file to the server running PrizmDoc.
  3. On the server, right-click the .ttf file and select Install from the menu.
  4. Stop all of the Prizm services.
  5. Clear all folders under \Prizm\Cache – this will clear the previously rendered files that had the wrong font rendered.
  6. Reboot the server and attempt to open the document again.