Technical FAQs for "PrizmDoc"

Question

In PrizmDoc, why do I fail to load/convert Excel documents with the error “Exception from HRESULT: 0x800AC472”?

Answer

The error message Exception from HRESULT: 0x800AC472 is usually associated with a failure involving an Excel document, found in the MsOfficeConverter.log. Below are some known triggers of it:

If the user is logged in as "SYSTEM", "LocalSystem", or any other non-user-account variant, this will cause PrizmDoc to fail when using MSO services. This is expected behavior when working with Microsoft Office documents in PrizmDoc. Please see step 6 of the Windows Installation documentation regarding this:

http://help.accusoft.com/PrizmDoc/latest/HTML/webframe.html#windows-installation.html

"Specify the login account (account name and password) that PrizmDoc Server will run under. If you are using the Microsoft Office (MSO) Conversion add-on, please make sure that the "login account" is a real user account with Administrator rights. Running PrizmDoc under the LocalSystem user or another Microsoft Windows integrated service account is not supported for this option."

It’s also crucial that the copy of Microsoft Office on the system has been activated. A not-licensed, not-activated, expired, or trial license will all cause Microsoft Office to not work with PrizmDoc.

More information: https://help.accusoft.com/PrizmDoc/latest/HTML/windows-requirements.html

"The installed copy of Microsoft Office must be activated in order for PrizmDoc’s Microsoft Office Conversion Service to work properly. Not licensed, not activated, an expired or trial version of Microsoft Office will not work with PrizmDoc."

Your default printer must be the Microsoft XPS Document Writer when working with Excel documents in PrizmDoc. Specifying another printer could possibly lead to this exception.

More information: http://help.accusoft.com/PrizmDoc/latest/HTML/natively-render-mso-documents.html

"The Microsoft Office Conversion Service requires the Microsoft XPS Document Writer printer driver to be installed for the best conversion performance and rendering fidelity of MS Excel documents"

Ensure the Print Spooler service is started and the Microsoft XPS Document Writer is the default printer.

There is a known issue with version 13.3 of PrizmDoc where completely blank Excel files are not loadable in the Viewer. They will fail to load and throw the aforementioned HRESULT exception. This has been fixed in PrizmDoc version 13.6.

In short, please set up the PrizmDoc service correctly to run with a real user account, ensure the copy of Microsoft Office has been activated, and make sure the default printer is set to "Microsoft XPS Document Writer", then restart the service. This should fix this particular issue in most cases.


For more reading on considerations that Microsoft recommends when running their client-side MSO applications on the server, see this article:

Considerations for server-side Automation of Office

Question

In PrizmDoc, why can’t I delete a full page redaction? The menu pops up for a rectangle redaction, so why not for a full page?

Answer

First, some terminology for PrizmDoc Viewer menus:

Traditionally, when you right click on a page, application, etc. the menu that pops up is called the “context menu”. However, in PrizmDoc, we refer to that menu as the Immediate Actions Menu, and there is a larger box that appears off to the side that we call the Context Menu

This functionality is viewable in the demo linked below. When you create a full page redaction and right-click on it, you get the Immediate Actions Menu. When you create a rectangle redaction and left- or right-click on it, off to the side you’ll see the Context Menu, and can delete it using either that menu or the “delete” key.

https://www.accusoft.com/demos/redaction-demo/

When you make a full page redaction, the only way to delete it is by using the delete button in the Immediate Actions Menu. You cannot click on it and press “delete”, and you cannot delete it via our Context Menu. This is currently a design feature being discussed below at the time of writing:

https://ideas.accusoft.com/ideas/PDEN-I-512

By default, the parameter immediateActionMenuMode is set to off, which disables the menu. If you are having trouble getting this menu to open in your application, you may need to set it to be on when you have a redaction on the page. You can read more about enabling and disabling this feature here.

Question

If I upload an HTML document to PrizmDoc that has image tags in it, will those images be rendered in the Viewer or will only the text be displayed?

What if the image tags are referencing local images?

Answer

When loading an HTML file, PrizmDoc will render image tags that are sourced from publicly accessible URLs. The relative links may not render though, as it’s likely that the source will not be found.

In PrizmDoc 13.2, a server-side configuration option called:

security.htmlRendering.blockExternalContent

was introduced to control whether or not externally-referenced HTML content will be blocked.

See the release notes for more information.

Question

With PrizmDoc Viewer, can I have more than a single viewer on the same page?

Answer

Yes, just initialize a second viewer on another <div> in the page. You can use the initialization code here more than once within the same page.

Question

By default, in the PrizmDoc Viewer, links are highlighted and underlined in blue. To follow links within a document, the user needs to click the link, wait for the floating popup to appear showing the link’s target URL, and then click that to actually follow the link. Is there a way to make this a single-click process and skip the floating popup?

Answer

The desired one-click functionality can be achieved by modifying the viewer.js source file:

Inspect around line ~9457; you’ll find the following else if block:

    } else if (ev.targetType === "documentHyperlink") {
        hyperlinkMenuHandler(ev, "view");
    }

This line of code executes when the user clicks on a link displayed within the Viewer. The call to hyperlinkMenuHandler is responsible for displaying the floating popup. If you’d like to immediately open the link in a new window/tab instead, replace the contents of the “if else” block with a call to window.open:

    } else if (ev.targetType === "documentHyperlink") {
        window.open(ev.hyperlink.href, '_blank');
    }

This will allow hyperlinks that appear in the Viewer to be followed in a new window/tab with a single-click.

Question

Why am I seeing requests sent through pcc.ashx when they shouldn’t be?

Answer

The default option for the imageHandlerUrl is pcc.ashx so if, for instance, you misspelled imageHandlerUrl or in some other way do not have the setting properly implemented, you will see requests sent through pcc.ashx.

This has been seen when trying to set up the pas-service reverse proxy redirect for Prizm Application Services (PAS).

A sample implementation of this setting can be found in the viewer.js around line 288.

options.imageHandlerUrl = options.imageHandlerUrl || "../pcc.ashx";
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

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.

Question

What is the absolute bare minimum I need to use PrizmDoc Cloud?

Answer

This will allow you to load a document via a URL using PrizmDoc Cloud. Just include your PrizmDoc Cloud API key in the POST request headers.

Please note: This is purely intended as a proof-of-concept. You should never include your API key in your client-side Javascript.

<!DOCTYPE html>

<html lang="en">
<head>
    <!-- Metadata -->
    <meta charset="utf-8" />
    <meta name="viewport" content="width=device-width, initial-scale=1" />
    <meta name="description" content="" />

    <!-- Title -->
    <title>AccuSample</title>

    <!-- Libraries -->
    <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/normalize/8.0.0/normalize.min.css">

    <!-- PrizmDoc CSS -->
    <link rel="stylesheet" href="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/css/viewercontrol.css">
    <link rel="stylesheet" href="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/css/viewer.css">

    <!-- Inline Stylesheet -->
    <style></style>

</head>
<body>

    <!-- #viewer -->
    <div id="viewer" class="pccv pcc-full-screen"></div>

    <!-- Libraries -->
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/jquery-3.4.1.min.js"></script>
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/jquery.hotkeys.min.js"></script>
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/underscore.min.js"></script>

    <!-- PrizmDoc JS -->
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/viewercontrol.js"></script>
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/viewer.js"></script>
    <script src="https://raw.githack.com/Accusoft/hello-prizmdoc-viewer-with-nodejs-and-html/master/public/viewer-assets/js/viewerCustomizations.js"></script>

    <!-- Inline Script -->
    <script>

        let viewingSessionId;
        let viewerControl;

        $(document).ready(function() {
            $.ajax({
                "type": "POST",
                "url": "https://api.accusoft.com/prizmdoc/ViewingSession",
                "headers": {
                    "acs-api-key": "4lTamQVZmrkqZhH8cZhdu7L0xyhUa3gorcaCFQpA_zmuowZs4zoF39V4IckpnVW_"
                },
                "data": JSON.stringify({
                    "source": {
                        "type": "url",
                        "url": "https://www.usability.gov/sites/default/files/creating-wireframes.pdf"
                    }
                })
            }).done(function(response) {
                PCCViewer.Ajax.setHeaders({
                    "acs-api-key": "4lTamQVZmrkqZhH8cZhdu7L0xyhUa3gorcaCFQpA_zmuowZs4zoF39V4IckpnVW_"
                });

                viewingSessionId = response["viewingSessionId"];

                // Initialize viewer
                viewerControl = $("#viewer").pccViewer({ 
                    "documentID": viewingSessionId,
                    "imageHandlerUrl": "https://api.accusoft.com/prizmdoc",
                    "language": viewerCustomizations.languages["en-US"],
                    "template": viewerCustomizations.template,
                    "icons": viewerCustomizations.icons,
                    "annotationsMode": "LayeredAnnotations"
                }).viewerControl;

                viewerControl.on("ViewerReady", function() {
                    console.log("Ready!");
                });
            });
        });

    </script>

</body>
</html>
Question

Can I host multiple PrizmDoc viewers on a single page?

Answer

It is possible to host multiple viewers on a single page. The following example leverages Bootstrap’s tab implementation:

<!DOCTYPE html>

<html lang="en">
<head>
    <!-- Metadata -->
    <meta charset="utf-8" />
    <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1, user-scalable=no" />
    <meta name="description" content="" />

    <!-- Title -->
    <title>AccuSample</title>

    <!-- Libraries -->
    <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/normalize/7.0.0/normalize.min.css">
    <link rel="stylesheet" href="https://cdnjs.cloudflare.com/ajax/libs/twitter-bootstrap/4.0.0/css/bootstrap.min.css">

    <!-- PrizmCSS -->
    <link rel="stylesheet" href="https://pcc-demos.accusoft.com/static/viewer-latest/css/viewercontrol.css">
    <link rel="stylesheet" href="https://pcc-demos.accusoft.com/static/viewer-latest/css/viewer.css">

    <!-- Inline Stylesheet -->
    <style>
        body {
            overflow-y: hidden;
        }
        #viewer1, #viewer2 {
            height: calc(100vh - 3em);
            width: 100%;
        }
    </style>

</head>
<body>
    <!-- #main -->
    <main class="container">
        <ul class="nav nav-tabs" role="tablist">
            <li class="nav-item">
                <a class="nav-link active" id="viewer1-tab" data-toggle="tab" href="#viewer1">Viewer 1</a>
            </li>
            <li class="nav-item">
                <a class="nav-link" id="viewer2-tab" data-toggle="tab" href="#viewer2">Viewer 2</a>
            </li>
        </ul>

        <div class="tab-content">
            <div class="tab-pane fade show active" id="viewer1" role="tabpanel">
                <div id="viewer1">
                </div>
            </div>
            <div class="tab-pane fade" id="viewer2" role="tabpanel">
                <div id="viewer2">
                </div>
            </div>
        </div>
    </main>

    <!-- Libraries -->
    <script src="https://cdnjs.cloudflare.com/ajax/libs/jquery/3.2.1/jquery.min.js"></script>
    <script src="https://cdnjs.cloudflare.com/ajax/libs/popper.js/1.14.1/umd/popper.min.js"></script>
    <script src="https://cdnjs.cloudflare.com/ajax/libs/twitter-bootstrap/4.0.0/js/bootstrap.min.js"></script>
    <script src="https://cdnjs.cloudflare.com/ajax/libs/underscore.js/1.8.3/underscore-min.js"></script>

    <!-- PrizmJS -->
    <script src="https://api.accusoft.com/v1/docstore/viewer/assets/classic/bundle.js"></script>
    <script src="https://pcc-demos.accusoft.com/static/viewer-latest/js/jquery.hotkeys.min.js"></script>
    <script src="https://pcc-demos.accusoft.com/static/viewer-latest/js/viewercontrol.js"></script>
    <script src="https://pcc-demos.accusoft.com/static/viewer-latest/js/viewer.js"></script>

    <!-- Inline Script -->
    <script>
        var viewingSessionId1;
        var viewerControl1;
        var viewingSessionId2;
        var viewerControl2;

        $(document).ready(function() {
            $.ajax({
                "type": "post",
                "url": "https://api.accusoft.com/PAS/V1/ViewingSession",
                "headers": {
                    "acs-api-key": ""
                },
                "data": JSON.stringify({
                    "source": {
                        "type": "url",
                        "url": ""
                    }
                })
            }).done(function(response) {
                viewingSessionId1 = response["viewingSessionId"];

                // Initialize viewer
                viewerControl1 = $("#viewer1").pccViewer({ 
                    documentID: viewingSessionId1,
                    imageHandlerUrl: "https://api.accusoft.com/v2/viewers/proxy",
                    language: languageItems,
                    template: htmlTemplates
                }).viewerControl;
            });

            $.ajax({
                "type": "post",
                "url": "https://api.accusoft.com/PAS/V1/ViewingSession",
                "headers": {
                    "acs-api-key": ""
                },
                "data": JSON.stringify({
                    "source": {
                        "type": "url",
                        "url": ""
                    }
                })
            }).done(function(response) {
                viewingSessionId2 = response["viewingSessionId"];

                // Initialize viewer
                viewerControl2 = $("#viewer2").pccViewer({ 
                    documentID: viewingSessionId2,
                    imageHandlerUrl: "https://api.accusoft.com/v2/viewers/proxy",
                    language: languageItems,
                    template: htmlTemplates
                }).viewerControl;
            });
        });
    </script>
</body>
</html>
Question

When viewing documents within the PrizmDoc Viewer using a particular browser, we are seeing garbage text. Viewing the same document with other browsers shows the text properly. What could be causing this to occur?

Answer

There are two possible causes for this in Internet Explorer 11 and you can check the settings below to potentially fix the issue:

In Internet Explorer 11 settings, ensure the Font Download option is enabled:

  1. Click on Internet Options.
  2. Select the Security Tab.
  3. Under Local Intranet zone, select Custom Level.
  4. Under Downloads, set Font download to Enabled.

Disable the “Turn off Data URI” support setting:

  1. Click Start, type gpedit.msc in the Start Search box, and then press Enter.
  2. In the navigation pane of the Local Group Policy Editor window, expand Computer Configuration > Administrative Templates > Windows Components > Internet Explorer > Security Features.
  3. In the right pane, double-click Turn Off Data URI support.
  4. Select Disable, click Apply, and then click OK.
  5. Go back to the navigation pane of the Local Group Policy Editor window, expand User Configuration > Administrative Templates > Windows Components > Internet Explorer > Security Features.
  6. Repeat steps 3 and step 4 above.

In Internet Explorer 11 settings, ensure Ignore font styles specified in webpages is not checked.

  1. Click on Internet Options.
  2. Select the General Tab.
  3. Click on Accessibility button.
  4. Un-check Ignore font styles specified in webpages.

In Chrome this is a bug that was found about 3 years ago and fixed in Chrome Canary, but not in Chrome Stable at the time:

https://productforums.google.com/forum/#!msg/chrome/rpmz56gnFKc/nPLtsbYZBwAJ

This may be why Chrome is having problems. Consider either updating Chrome Stable to the latest version or testing in Chrome Canary to see if that fixes the garbage character issues with that browser.


In Mozilla Firefox there is a setting you can enable which could resolve this problem in that browser:

  1. Go to Options/Preferences > General: Fonts & Colors > Advanced and select Allow pages to choose their own fonts (instead of My selections above).
Question

When running PrizmDoc on multiple servers using self-hosted cloud licensing, why is the service randomly stopping on one server but not another?

Answer

When using cloud licenses, we require that the server running PrizmDoc has internet access. The server needs to communicate with the Amazon S3 bucket used for the license, and also to verify you are within the CPU core count you are licensed for.

If you are seeing the Prizm service stop on certain systems with this type of
license, you can verify the following:

  1. For all servers using this license, verify the core count on each server and then add them up. If the total number of cores exceeds what you are licensed for, then the Prizm service will shut down on the server where the service was started first after it checks the S3 bucket and determines the core count has been exceeded.
  2. If the server’s DNS resolution becomes unstable and the server is unable to resolve URLs, the Prizm service on that server will be unable to verify the license on the S3 bucket, which will cause the Prizm service to stop.
  3. Verify that the server has the appropriate rights to the S3 bucket outlined in the following FAQ: What specific rights are required on an AWS S3 bucket for PrizmDoc Cloud licensing to work?