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Question

User cannot see electronic file in document but I can

Laserfiche
Updated two days ago
asked two days ago • Show version history

I have a user who cannot see an electronic file that is in a document. When I look at the document in Laserfiche Windows Client, it has a PDF icon on it - when I open it, I see the Forms part of the document under Images (and it contains only the three pages of the LF Form), and the PDF part of the document under Electronic File (which includes the entire combined file of the LF Form and the PDF that was uploaded separately to the repository).

When the user tries to view the Electronic File, that window says "Unable to display the electronic file type for this document".

Is this a permissions setting, or is something else going on with the user's computer?

Additional info: The form is saved as a PDF and later combined with a PDF that was stored in the repository from a separate process - the documents are combined in Workflow using the PDF Merge extension from QFiche.

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Answers

APPROVED ANSWER
replied two days ago

The embedded electronic document display looks for Adobe. You can change the options for opening electronic documents to user the associated application instead of the document viewer and then they'll open as a separate window of whatever application is associated with the PDF file type on that machine.

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SELECTED ANSWER
replied two days ago

Are you certain that the user has Adobe Reader installed?

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replied two days ago

Ah, that was it...I forwarded the issue to our Help Desk so they can install Acrobat Reader for her. It's there 99% of the time, as it's a standard software on our laptop images, but she didn't have it for some reason.

Replies

replied two days ago

I would recommend checking you and your user are on the same version of the client, and also compare your options for viewing PDFs versus the user's options (Options is in the Tools menu) to see if there are any differences.

Here's a screenshot from mine (version 11.0.2305.274).

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replied two days ago

Hi Matt,

I checked and the user and I are on the same version. Her options screen looks the same as yours, and mine is only slightly different. 

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View 2 previous replies
replied two days ago

The next thing I would suggest is to confirm that Adobe Reader and/or Acrobat is installed and up to date.

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replied two days ago

Just replied to James on that...it was missing from her computer for some reason.

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replied two days ago

Our help desk says they don't install Acrobat Reader anymore, as MS Edge has the ability to open PDF files. I changed the user's options to open Electronic Documents and PDFs with Laserfiche Document Viewer, but we're still seeing the error on her computer. Shouldn't the built-in viewer work without Acrobat Reader installed?

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replied two days ago

I believe if you are trying to use Edge as the default for PDFs instead of Adobe Acrobat/Reader - then using the the option to "Open PDF Files by default using: The Laserfiche Document Viewer" is not going to work.  If I remember correctly, the Laserfiche Document Viewer is actually using a component of Adobe Acrobat/Reader to display the PDFs in its viewer.
You likely need to switch the setting to "Open PDF Files by default using: The associated application" instead.
With that change, it won't be trying to display the PDF inside the Laserfiche Document Viewer, it will download it and try to use the default program (in this case Edge) to open it.

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replied two days ago

Thanks Matt...yeah, I was under the impression that the native document viewer supported PDFs without having Acrobat installed, but the info I got elsewhere on the web appears to be incorrect. Thanks for the further clarification.

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replied two days ago • Show version history

Spoke too soon...my help desk informs me that they no longer install Acrobat Reader because MS Edge has "built in parity". So, I guess my question now is "does the LF Windows Client have the ability to view PDF files using Edge?

More info: I switcher her settings to view PDF files in the built-in document viewer in the Windows Client and we're still getting the error. Can't open or preview the PDF file. Shouldn't the built-in viewer be able to open and/or preview PDF files natively, without Acrobat being installed? 

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APPROVED ANSWER
replied two days ago

The embedded electronic document display looks for Adobe. You can change the options for opening electronic documents to user the associated application instead of the document viewer and then they'll open as a separate window of whatever application is associated with the PDF file type on that machine.

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replied two days ago

Thanks for the clarification Miruna. I was under the impression that the document viewer worked on PDF files sans Acrobat Reader, but I guess I was looking at inaccurate information elsewhere on the web.

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replied two days ago

Might be a good time to take a look at migrating from Windows Client to Web Client.  Web Client can display pdf files within the viewer. 

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replied two days ago

The problem with web client is speed, or lack thereof. Our AP users often have to select a group of documents and print them for backup - web client is significantly slower for that.

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