Technical FAQs

Question

What does it mean when I see “Email Address is not Registered” when entering in an email in the Evaluation Dialog?

Answer

You will see this error if you have not registered on the Accusoft website.

To register your email address, please visit the following link below:

https://my.accusoft.com/Account/FirstTimeUser?Length=7

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PrizmDoc uses advanced AI to conquer the challenges of managing massive documents in your Enterprise Content Management (ECM) system. Our AI eliminates manual work in tagging, sorting, and reviewing documents, saving you time and money while ensuring accuracy. Let PrizmDoc streamline your ECM experience!

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TOTVS Fluig, a leading business management systems provider, improved document viewing by integrating Accusoft’s PrizmDoc solution, addressing challenges with Microsoft Office files. PrizmDoc offered advanced features like text search and annotation. Transitioning to an Accusoft cloud environment ensured scalability and compliance. With PrizmDoc, TOTVS Fluig efficiently handles millions of viewing requests, focusing on core products while relying on Accusoft. Their partnership promises future growth and innovation.

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PrizmDoc’s Hybrid Viewing offloads document viewing to the end user’s device to save server resources and improve viewing performance. Utilizing server resources to render and deliver documents for viewing can increase your operational costs, hinder performance, and make it difficult to scale your viewing solution for multiple users.

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ArkCase was looking for a viewing technology that would allow for in-application viewing and reduce dependencies on external applications.  Learn why PrizmDoc® for Java, formerly VirtualViewer®, was the right fit.

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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).
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Question

Can I move a license from one machine to another?

Answer

Currently there is no way to move a license key from one machine to another. Once a license key is tied to a machine, you can remove it from the machine (using the License Manager or manually deleting it from the registry), but that will not credit a license to your account. That said, if you run into an issue where you have licensed a machine by mistake, please contact info@accusoft.com as they will work with you. We understand this is a current limitation of our licensing system and don’t want you to be adversely affected. Also, typically a development license comes with three “keys”, so if you want to license an additional machine you most likely can. Run and log in to the License Manager and you can see the number of license keys remaining.

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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.

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Question

I am integrating PrizmDoc using just the API to convert documents, and I am noticing an initial delay of about 10 seconds before the conversion starts.

Why is this happening?

Answer

One of the likely reasons this could happen is if your PrizmDoc Server is not licensed properly or if you are running in the Evaluation mode. In such cases, there are restrictions in place.

Among those restrictions is an artificial delay of 10 seconds imposed before viewing or conversion operations begin. A dialog window normally indicates this in the Viewer interface, but if you are just making API calls to the server, it will not be apparent.

A valid product license is required to eliminate these restrictions, which can be done as follows: https://help.accusoft.com/PrizmDoc/latest/HTML/prizmdoc-server-docker.html#2-configure-your-license.

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