Question

user getting blank screen when trying to open up document

Updated June 23, 2017

asked on September 30, 2015

I have a LF user who is trying to open a document in LF and all she gets is a white blank screen. This is on documents that are a pink (.TIF?) icon. PDFs, Excel & Word files come up with no issues. This just started today. Customer did get a new computer several weeks ago & has had various issues since receiving new computer.

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replied on September 30, 2015

To confirm, other users can open the same documents just fine? If this issue only affects one user, then you may want to confirm that the image pane is properly displayed in the Client document viewer and that the page is at a typical zoom level.

After opening the document in the document viewer and encountering the issue, have the user press Ctrl+1 to toggle the image pane and make sure it's being displayed. Then press Ctrl+W to set the zoom to the page width. If there's still an issue, can you provide a screenshot of what the document viewer looks like for the user?

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replied on October 1, 2015 • Show version history

Have they turned off all view panes? Once they open the document, in the document viewer, go up to the toolbar and select "View - Panes - Image"

or try "View - Panes - Restore Default Layout"

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replied on October 1, 2015

She can view other documents (.PDF, Word, Excel) but cannot open documents that the icon is pink. It just basically opens up a blank window. We tried a document she scanned yesterday & one scanned over a year ago - both did not open up where they could be seen. This issue JUST started yesterday (9/30/15). This is a partial screen shot of the document type she can't open.

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replied on October 1, 2015

Those are image documents that would be opened in the document viewer. Double click on one of those documents and recreate the issue where it opens up a blank document viewer window. From there, did you check the panes or try restoring the default layout?

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replied on June 23, 2017

We just had this very same thing occur with 10.2.1 and the Restore Default Layout was the solution for us.

Thanks.

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user getting blank screen when trying to open up document

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