Technical FAQs for "PrizmDoc"

Question

I’m receiving Uncaught ReferenceError: viewLabel is not defined when trying to embed the PrizmDoc Viewer in my web application. What could be the issue?

Answer

This error indicates that the language property in the viewer initialization has not been specified or is undefined.

To fix this, ensure you are loading viewerCustomizations.js.

If the version you are working with predates viewerCustomizations.js, you can get a copy of viewerCustomizations.js from the viewer assets hosted here and update your viewer initialization code.

Question

When using the PrizmDoc samples, the sample documents included are taking close to 1 minute to load in the viewer. The same also happens when uploading files into the sample.

The server processes are showing minimal impact on CPU and memory. However, the hard drive was spiking to 100% utilization sporadically.

Answer

We have found that Windows Defender with enabled Real-Time scanning can significantly impact performance. Once Real-Time scanning was disabled, we found this issue to be immediately resolved.

To disable Windows Defender, you can do the following:

  1. Right-click on the Windows Logo in the lower left-hand corner and select Control Panel.
  2. Select Windows Defender and then select Settings.
  3. Under the Real-Time protection section, slide the switch to Off.
Question

Why is the searchTasks endpoint returning an invalid JSON from very large requests?

Answer

Though no official size limit has been published, PAS will return a misleading invalid JSON error if you send in several thousand search terms at once. The exact maximum seems to vary across different installs. We have logged a story in our backlog about making a more explicit size limit possible, but there is no current plan to allow for PrizmDoc to handle search requests of unbounded size.

The best workaround for this behavior is to split your search terms between multiple requests, rather than packing them into one request.

Question

We are in the process of converting multiple Microsoft Office documents to PDF files and noticed a few PowerPoint files are returning the following:

“errorCode”: “CouldNotConvert”.

What could be causing this issue?

Answer

This issue can occur specifically with PowerPoint files when using PrizmDoc’s MSO feature or PrizmDoc Cloud. When a document is marked as final, it becomes non-editable and the MS Office API does not allow the document to be edited and returns “errorCode”: “CouldNotConvert”.

Currently the only work around is to open the PowerPoint file in its native application and remove the Mark as Final flag and save the file.

At the time of writing, there exists a pending feature request for the ability to remove this flag automatically. The feature request can be seen here.

Question

We are converting emails into PDFs using PrizmDoc. When the PDF is viewed in PrizmDoc, if you hover over the names in the email header, you see a mailto link that provides the email address.

Is there a way to remove those links during the conversion process? We wish to ensure there are no email addresses present in the PDFs.

Answer

To work around this issue, you can first convert the email (MSG) to a TIFF file. This will remove the links and just keep the name of the email recipient. Then convert the TIFF file to a searchable PDF.

This workaround requires that your PrizmDoc license has the OCR option enabled to create the searchable PDF. If you do not need to make the text searchable, then you can just convert the TIFF to a PDF.

Question

What causes Session Expired errors in PrizmDoc?

Answer

Session expired errors normally occur when a viewing session is open for longer than 20 minutes. 20 minutes is the default value of viewing.sessionLifetime in the PrizmDoc central configuration file, and you can increase it if you would like your Viewing Sessions to be active longer. On PrizmDoc Cloud this value is set to 5 hours.

You can find the relevant config file using the following file paths:

  • Linux: /usr/share/prizm/prizm-services-config.yml
  • Windows: C:\Prizm\prizm-services-config.yml
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

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

We entered our S3 bucket name in the customer portal, but used a capital letter for the first character; however, the S3 bucket name is all lowercase in AWS (Amazon Web Services).
Will this cause an issue with starting the service?

Answer

Yes, the bucket name is case-sensitive and must be entered exactly the same as the S3 bucket is named in AWS (Amazon Web Services).

AWS recommends you do not use uppercase letters in your bucket name.

If you made the first character of the name uppercase in the Accusoft Customer Portal, then the service will fail to start.

You will need to contact your Account Manager or Accusoft Technical Support to have the license re-created so that you can re-enter the S3 bucket name properly.

Question

How can I improve font fidelity?

Answer

We are working on providing you a way to provide us with your own licensed fonts to be used. Watch for this feature in an upcoming release.

Question

I’m receiving the error “Uncaught TypeError: Cannot read property ‘viewer’ of undefined” when trying to embed the PrizmDoc Viewer in my web application. What could be the issue?

Answer

This indicates that the template property in the viewer initialization has not been specified or is undefined.

To fix this, ensure you are loading viewerCustomizations.js.

If the version you are working with predates viewerCustomizations.js, you can get a copy of viewerCustomizations.js from the viewer assets, hosted here, and update your viewer initialization code.

Question

In PrizmDoc, my text annotation won’t fit the bounding box as if there is padding on the text. How can I fix this?

Answer

Check to see if there’s any custom styling to the body tags. If you have any sort of padding applied to the "body" element in the CSS, it may affect the text annotation, which is a foreign object with a body tag in it.