Technical FAQs for "PrizmDoc"

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.

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.

We are interested to know how well the cloud offering
scales. For example, can we process thousands of transactions per second? Is there a limit to the number of transactions that we can use
concurrently?

The limitation will vary depending on the size of the documents and the type of work being performed on them.

PrizmDoc Cloud utilizes AWS servers to scale our services as demand increases, and we do currently rate limit total requests which should not exceed 100 requests within an eight second window. The window is rechecked every four seconds to determine if the rate limit is still in excess.

Where is your PrizmDoc Cloud environment hosted? Is your cloud solution running on AWS?

Our PrizmDoc Cloud environment is hosted on Amazon Web Services (AWS) running in us-east-1 (Virginia).

I know the coordinates and dimensions of the content I would like to highlight, but the highlight annotation only works on text. Is there a way to create an annotation that highlights a specific area of a document?

The best way to do this would be to create a yellow rectangle annotation with 50% opacity (these are the same default values used by the text highlight annotation). The code below demonstrates how to do this in the viewer:

//Create a new rectangle annotation
var rectangleMark = viewer.viewerControl.addMark(1,  PCCViewer.Mark.Type.RectangleAnnotation);
//Set the coordinates and dimensions of the annotation
rectangleMark.setRectangle({x: 100, y:  100,  width : 200, height: 200});
//Set fillcolor to yellow
rectangleMark.setFillColor("#FFFF00");
//Remove the border
rectangleMark.setBorderColor("transparent");
//Set opacity to 50%
rectangleMark.setOpacity(127);

PrizmDoc logs have timestamps, what timezone are they in?

PrizmDoc logs are timestamped in GMT, in the ISO 8601 standard.

When I try to install PrizmDoc Server on Windows, my username/password are rejected as incorrect. How can I troubleshoot this?

It’s possible that there is some problem with the account you’re trying to log in under.

First, make sure the server is in the same domain as the username you login with. For example, if you are logging in under abc.com\flastname, ensure that your server is also a part of the abc.com domain.

Second, do a “whoami” from the command prompt – verify the id that comes up is in the local admins group (Control Panel -> All Control Panel Items -> Administrative Tools -> Computer Management -> Local Users and Groups -> Groups -> Administrators). You need to be a local admin in order to install the product.

Third, if none of the above work, you can type the password into Notepad and copy from Notepad into the installer. Sometimes the installer has difficulties with text copied directly from web browsers. Copying from Notepad resolves this issue.

If none of the above work, then as a workaround, try creating a new local account: (Settings App -> Accounts -> Other People -> “Add someone else…” -> “I don’t have this person’s sign-in information” -> “Add a user without a Microsoft account”) You can then enter the new credentials you just created into the PrizmDoc installer. Once the services are running, you can change the login information back to the desired administrator account (Services -> Prizm (Double click) -> Log on -> This account). You’ll want to repeat this for all three services (Prizm, Prizm Application Services, and PrizmDemo).

I have an evaluation license for PrizmDoc. Can I evaluate MSO features with this evaluation license?

No, regular PrizmDoc evaluation licenses do not have MSO functionality. They will instead use LibreOffice to convert documents. Contact an Accusoft Support Technician or your Account Representative to discuss evaluating PrizmDoc with MSO enabled.

Is it possible to automatically annotate a document, similar to the Auto-Redaction feature, using PrizmDoc?

An auto-annotation feature isn’t an out-of-the-box feature but with some work, it can be done. This would involve creating a searchTask and using the information from it to programmatically create XML markup that can be used in the MarkupBurner.

To do this you would need to create a searchTask for the pattern you would like to annotate. You can then get the results of the searchTask as JSON which will contain all occurrences of that pattern/search. Each search result will include the selected text, the page on which it occurs, the starting index of the result, and the dimensions and coordinates of the bounding rectangles for that search result.

All this information can be used to construct the markup XML to add the annotations with the markup burner.

Once you have constructed the XML you would post to the MarkupBurner with the XML as the body to burn the document.

When licensing my PrizmDoc server, I get the error “Unable to write licensing information to the properties file.” Why is this happening?

To resolve this issue, please try the following:

1. Re-run the Prizm Licensing Utility as an administrator.

2. The Prizm Licensing Utility is writing to Prizm/prizm-services-config.yml. See whether you have permissions to edit this file.

3. Check whether Prizm/prizm-services-config.yml is locked by another process. If you have it open in some text editing software, PrizmDoc may not be able to write to it.

Additionally, if you have an OEM key, you can just manually enter this key into the file by placing the following at the top:

license.solutionName: ENTER_YOUR_SOLUTION_NAME_HERE

license.key: 2.0…rest_of_the_key_goes_here

I am creating a viewing session from a local document on my server and providing an absolute path “C:\Users\Public\Documents\Accusoft\Common\Images\PdfDemoSample.pdf” as the fileName but I receive a 404 error. What could be the reason for this and how can I fix it?

For security reasons, PAS disallows providing absolute paths for documents that are outside of the directory specified in the documents.path in the pcc.win.yml config file. So trying to provide a path to any file outside of that directory will cause a 404 error.

We recommend that you set documents.path to the directory in which you store your documents. When you create a create a viewing session using a local document, you should set fileName to the relative path to the document from the documents directory.

You can also set fileName to the absolute path to the document if it is contained in the documents directory (specified in pcc.win.yml) if you prefer to use absolute paths.

After applying a new license/evaluation license through the license utility on Linux, the following error appears in the logs:

{"gid":"","name":"OCS","time":"2019-01-3T18:26:39.368Z","pid":36875,"level":50,"tid":36875,"taskid":8,"FATAL ERROR":"MSO feature is active, but 'fidelity.msOfficeCluster.host' and 'fidelity.msOfficeCluster.port' are not configured, going to 'Unhealthy' state"}

What could cause this issue to occur, and how can it be fixed?

As you are running on Linux, the MSO switch on the license assumes that there are additional settings configured:

fidelity.msOfficeCluster.host and fidelity.msOfficeCluster.port

These settings are meant to point to a Windows server which has Microsoft Office 2013 or 2016 installed alongside PrizmDoc with MSO enabled. This is required for MSO functionality to be enabled.

If you wish to use the license with MSO enabled but do not have a separate Windows server, you can do the following to set the PrizmDoc service to run using LibreOffice:

1. Make a backup of /usr/share/prizm/prizm-services-config.yml file.
2. Edit the file in the text editor of your choice and find the following line, fidelity.msOfficeDocumentsRenderer: auto
3. Be sure to remove the hash and leading space in front of the line and then change from auto to libreoffice.
   fidelity.msOfficeDocumentsRenderer: libreoffice
4. Restart the service by running /usr/share/prizm/scripts/pccis.sh restart

Some of our users using Google Chrome have been reporting that PDF document loading and page rendering is extraordinarily slow. This is making the workflow unusable. What could have caused this issue to start occurring?

An issue was discovered in Google Chrome 71 that was causing this issue. The issue was resolved in Google Chrome 72 (released in Jan 2019).

If you are experiencing this PDF loading issue with PrizmDoc, and you are using the Google Chrome browser, please verify that you are using the latest stable version here:
https://www.google.com/chrome/