Technical FAQs


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?


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, 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.


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


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

When running 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?


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

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


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.


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


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.


How does the PrizmDoc print function work exactly?


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();

I am trying to deploy my ImageGear Pro ActiveX project and am receiving an error stating

The module igPDF18a.ocx failed to load

when registering the igPDF18a.ocx component. Why is this occurring, and how can I register the component correctly?


To Register your igPDF18a.ocx component you will need to run the following command:

regsvr32 igPDF18a.ocx

If you receive an error stating that the component failed to load, then that likely means that regsvr32 is not finding the necessary dependencies for the PDF component.

The first thing you will want to check is that you have the Microsoft Visual C++ 10.0 CRT (x86) installed on the machine. You can download this from Microsoft’s site here:

The next thing you will want to check for is the DL100*.dll files. These files should be included in the deployment package generated by the deployment packaging wizard if you included the PDF component when generating the dependencies. These files must be in the same folder as the igPDF18a.ocx component in order to register it.

With those dependencies, you should be able to register the PDF component with regsvr32 without issue.


In the past I have had some issues installing PrizmDoc Server and Client and I was curious if PrizmDoc create logs during the install? If so, where would they be located?


Yes, PrizmDoc does keep install logs to help troubleshoot failed installations. These logs can by found in the following folder:


All of the install logs names will start with PrizmDoc_Server or PrizmDoc_Client.

If you do not see any logs in that directory, it could mean your Windows Temp directory maybe mapped to another location. You can find that location by doing the following:

  1. Right-click on the Windows Icon in the lower left hand corner of the desktop.

  2. Select Run.

  3. In the Open: box, type %temp% and click OK.


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


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.


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


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:


Is it possible to make a call to an external API when annotation saving is complete?


In the Viewer, you can bind functions to the MarkupSaved event mentioned on the following documentation page in order to execute code when annotations are saved to the server:

A full list of events exposed by the Viewer can be found here:


When selecting download and including annotations, the resulting PDF does not include the comments. How can we obtain the file as a PDF with the annotation comments included?


By design, when using the download button, the comments to the annotations are not included in the download.


  1. Under the View tab, select Print.
  2. From the Print dialog, select the More options drop-down.
  3. Under the Comments section, select either After Each Page or At End of Document.
  4. When selecting a printer, use the Print to PDF option and it will create a PDF with the comments included.