Technical FAQs for "PrizmDoc Viewer"


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


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:


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


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.


Can I run PrizmDoc Viewer in a Windows Docker container?


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.


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.


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?


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.


For reporting purposes, we want to rename the markup layer JSON files to help identify which tenant made the markup. For example:


rename to:


Is this possible?


The actual filename for an annotation .json file contains an encrypted value of the file path and document name. This is what is used to associate the JSON markup layer file with the document.

If you make changes to the first part of the file, PrizmDoc will no longer be able to associate those markups to the actual file.

As a alternative, you can set up a separate PAS instance for each tenant, which will provide a different markup layer for each tenant.

Or you can programmatically handle the markups and store them specifically for each tenant. The following articles outline our Markup JSON specifications:


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.

When converting & merging documents, if you come across timeouts as you try to convert or merge a file, what might be some possible causes?


Here are some possible causes that could hinder Content Conversion Services (CCS):

  • One of the documents may be password protected.
  • The content may be very complex. So, you may want to increase some of PrizmDoc’s timeout parameters in the ServiceHosts’ pcc.config (Windows: C:\Prizm\PCCIS\ServiceHost\pcc.config – Linux: /usr/share/prizm/pccis/ServiceHost/pcc.config):

    • PageInteractiveTimeout
    • DocumentInteractiveTimeout
    • DocumentAcquisitionTimeout
    • InternalOperationTimeout
  • One of the documents may be corrupt.


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


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.


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?


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.


How can I change the PrizmDoc Viewer so that the TextSelection tool is selected by default instead of the Pan tool?


In order to select the TextSelection tool by default in PrizmDoc Viewer there are a few things you need to take into account. First, you have to click the button inside the embedViewer() function found in the index page of the sample. Second, the button for the text selection tool is actually disabled initially, so in order to be able to click it, the button has to be enabled first by removing the pcc-disabled class.

Use the following code to do this:

function embedViewer(options) {
    var viewer = $('#viewer1').pccViewer(options);
    viewer.viewerControl.on(PCCViewer.EventType.ViewerReady, function(viewer) {

We are currently using the latest version of PrizmDoc and noticed it is using JDK 8. Do we need to license the Java version that comes with PrizmDoc with Oracle? Also are you switching to Open JDK in the future?


We are in the process of planning the update to Open JDK.

Regarding the current version we are using, the main restriction from Oracle regarding JRE is that we cannot use new versions of Java SE8 without commercial license starting from January 2019. Our build process for Java service still uses Oracle JDK8  from versions older than January 2019.