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Question

Question

Not able to view the image of the documents

Records Management
Updated July 25
asked on July 25

One of the user is not able to view any imported document image(neither Image nor electronic doc) while the other user is able to view them without an issue. 

Checked the permissions and it looked similar to the other user. What else can be the issue?

 

Thanks in advance!

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Replies

replied on July 25

When the user clicks on the document to view. It says" The document contains no pages" and the other user can view them all.

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View 5 previous replies
replied on July 25

Can you confirm that the documents in question have pages generated?

Typically, when our users get this message, it is because they are looking at a document that only has an electronic file, like a PDF, with no pages.

In those instances, it would depend on their display settings since electronic files and pages are shown in different panes.

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replied on July 25

Thanks for replying, Jason.

I tried to generate the pages by selecting the document and then going to TOOL--OPTIONS--Generate Pages and HIT OK.

However, nothing happens and when I tried to open the document it is still showing the same messages like earlier.

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replied on July 25

Can you confirm the client settings? A screenshot of the same menu I included would help verify which panes you're seeing.

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replied on July 25

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replied on July 25

That is very odd. Can you right-click that entry and open the Properties window, specifically the Document pane.

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replied on July 25

Yes, I can right click on the entry 

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replied on July 25

Are you certain that the two users are looking at the exact same entry ID, and not something with the same name but that isn't actually the same entry. I wonder if they are looking at two different entries and with one the pages didn't get imported correctly. In that dialog you opened above, you should be able to see the exact unique EntryID in the General tab. Please confirm they are the same for the entries both users are looking at? 

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replied on July 25

Adding to what Pava has already mentioned,

The screenshot confirms there are no pages in that particular document, so the "no images" message is to be expected, but it does have an electronic file.

The next things I might try for troubleshooting are:

  • Try opening it from a different device or the web client to rule out issues with client install
  • Have another user open that same document (compare the entry ids as mentioned above) to rule out issues with the PDF itself
  • Download the electronic document (PDF) and see if it opens correctly in another application
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