Technical FAQs

In the PrizmDoc Viewer, what are the two different ways to load annotation layers?

PrizmDoc has two options for loading annotations, the “My Annotations” pane and the “Annotations for Review” pane.

The “My Annotations” pane is used to load a single annotation layer for editing. You can add, delete, or make changes to annotations and then save those changes using the “My Annotations” pane.

The “Annotations for Review” pane is used for viewing annotations. You can load as many annotation layers for viewing as you would like. You cannot interact with annotations loaded in this way, but you are able to make comments on them. You can toggle between any of these layers to hide them. You can also merge these annotations to the currently loaded annotation layer from “My Annotations”.

For more information see our documentation here: https://help.accusoft.com/PrizmDoc/latest/HTML/Annotation_Layers.html

When printing in PrizmDoc, the bottom of my document is being cut off. Why is this happening?

When I download the document as PDF, I do not lose parts of the document. However, if I print the document to PDF, I lose some data off the very bottom (maybe an inch or so).

In PrizmDoc, the page is to "fit to width" onto the paper by design. The bottom of the page will be cut off in cases where the length of the page extends further than the length of the paper. If you’re printing with Letter size paper (the default), it presumes a document that measures 8.50 by 11.00 inches. Suppose your document measures 8.50 x 13.00 inches. That additional 2 inches will be cut off during printing. This is why you may lose parts of the document while printing, but not if you download the document since it’s downloading the document as-is.  

To prevent this from happening, select a paper size large enough for your document (in the viewer print dialog and the system print dialog). Using the previous 8.50 x 13.00 inch example, you can select "Legal" size paper, which measures 8.50 x 14.00 inches, and would be long enough to support that document.

You could also modify your viewer to add a custom paper size if this fits your use case. Below is some sample code demonstrating this in our Viewer sample. You would need to enter your own custom paper sizes.

https://www.accusoft.com/code-examples/printing-custom-paper-sizes/

Changes to printTemplate.html:

    /*custom */
    .portrait .custom.page { width: 11in; height: 11in; margin: 0 auto !important; }
    .portrait .custom.pageIE { width: 9.5in; height: 9.5in; margin: 0 auto !important; }
    .portrait .custom.pageSafari { width: 8.9in; height: 8.9in; margin: 0 auto !important; }
    .portrait .custom.nomargins { width: 11in !important; height: 11in !important; }
    /* even without margins, Safari enforces the printer's non-printable area */
    .portrait .custom.nomargins.pageSafari { width: 9.32in !important; height: 9.32in !important; }
    
    .landscape .custom.page { height: 11in; width: 11in; margin: 0 auto !important; }
    .landscape .custom.pageIE { height: 9.05in; width: 9.05in; margin: 0 auto !important; }
    .landscape .custom.pageSafari { height: 8.4in; width: 8.4in; margin: 0 auto !important; }
    .landscape .custom.nomargins { height: 11in !important; width: 11in !important; }
    .landscape .custom.nomargins.pageSafari { height: 9.32in !important; width: 9.32in !important; }
    /*custom end*/

Changes to printOverlayTemplate.html (last line "Custom" is the only change):

    <select data-pcc-select="paperSize" class="pcc-print-select">
        <!-- US and International-->
        <option value="letter"><%= paperSizes.letter %></option>
        <option value="legal"><%= paperSizes.legal %></option>
        <option value="tabloid"><%= paperSizes.tabloid %></option>
        <option value="foolscap"><%= paperSizes.foolscap %></option>
        <!-- A formats-->
        <option value="a3"><%= paperSizes.a3 %></option>
        <option value="a4"><%= paperSizes.a4 %></option>
        <option value="a5"><%= paperSizes.a5 %></option>
        <!-- Architectural-->
        <option value="a6"><%= paperSizes.a6 %></option>
        <option value="a"><%= paperSizes.a %></option>
        <option value="b"><%= paperSizes.b %></option>
        <option value="c"><%= paperSizes.c %></option>
        <option value="d"><%= paperSizes.d %></option>
        <option value="e"><%= paperSizes.e %></option>
        <option value="e1"><%= paperSizes.e1 %></option>
            
        <option value="custom">Custom</option>
    </select>

Additionally, if you would like to change the default selected page size you can add selected to it as follows:

<option value=\"a4\" selected><%= paperSizes.a4 %></option>

PAS appears to be unable to retrieve my document. What could be the issue?

If PAS is trying to retrieve documents from a source with a bad SSL certificate or a self-signed certificate and it is not configured to allow bad SSL certificates, it will fail to retrieve the document and log a generic 580 error.

For more information about Viewing Session creation parameters, including acceptBadSslCertificate see here:

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

My PrizmDoc Cloud hosted server is reporting as unlicensed even though the license lease file is being written to the S3 bucket, what could be causing this?

This issue can occur when using a single S3 bucket for both licensing files as well as additional document storage. When our cloud licensing module attempts to search for the expected lease file inside of this S3 bucket, it requests the list of objects in that directory. However, whenever there are more than 1,000 objects in this bucket, this call only returns a list of the first 1,000 objects.

If there are over 1,000 objects in the bucket, then this could cause the Licensing Service to not see the license lease file when it gets the list of files. The result is that no lease file is found, which in turn causes the service to go unlicensed.

The solution for this issue is to make sure the bucket you are using for licensing is only used for that purpose. Should you encounter this issue, try moving all other files out of the bucket. If that is not possible, you may need to contact Accusoft Support to request changing the bucket your license uses for licensing.

When trying to create a viewing session directory to the PrizmDoc back end over port 18681:

(POST http://prizmserver:18681/PCCIS/V1/ViewingSession)

why am I receiving a 500 internal server error?

There are some troubleshooting steps below you can take to verify the health of the server as well as ensure the API call you are making is properly formatted.

1. Verify the Prizm service is healthy by opening a browser on the Prizm server and using the following service health check URL (http://localhost:18681/admin)
2. Verify your POST command has all the required elements which can be verified in detail on the following documentation page:

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

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:

https://help.accusoft.com/PrizmDoc/latest/HTML/webframe.html#pas-markup-burners.html