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MarkView Mobile Viewer ( MarkView 8.0 and higher ) - What diagnostic steps should I follow and what information should I gather when there is an issue with the MarkView Mobile Viewer?

Summary

5287

Applies To

  • ERP System : Oracle, SAP
  • MarkView Versions: MarkView 8.0 and higher

Overview

The MarkView Mobile Viewer is a mobile-based viewer. It is a mobile browser-based application (rather than an "app") and is supported for use in a variety of popular browsers running on most mobile devices.

Troubleshooting Steps

If you encounter an issue with the MarkView Mobile Viewer, please perform the following steps:

General Troubleshooting Steps

Check pre-requisite software

To check the versions of pre-requisite software please review the following Articles:

Quick check to scope the extent of the problem

If you are also unable to view images in your PC based Viewer, the issue is more likely to be due to server components common to both Viewers. If you are able to view images from Process Monitor but not from your ERP system then the issue is likely with the MarkView integration with your ERP system.

Attempt to view the image directly in the mobile browser:

Using a URL of the following form will allow you to pull up an image directly using your browser, without clicking on a link from MarkView or your ERP system.

MOBILE_URL_PATHS/?eid=<DocumentID>

Where MOBILE_URL_PATHS is the value of the MOBILE_URL_PATHS preference, and <DocumentID> is the MarkView document_id that you would like to view.

Check/Troubleshoot file transport method

Review log files for errors

If the MarkView Mobile Viewer is not functioning correctly, review the log files for error messages. See the "Logging" section below for logging information.

Logging

Enable Debug Logging

For Markview version 8.0, restarting of the MarkView Viewer deployment is required:

  • Stop the MarkView Viewer deployment.
    • To enable debug logging for the MarkView Mobile Viewer, set the following preferences to DEBUG:
    • MOBILE_LOGGING_LEVEL
    • VIEWER_LOGGING_LEVEL
    • DOCSERVER_LOGGING_LEVEL
  • Start the MarkView Viewer deployment.

For Markview versions 8.1 and higher, no restart is required although it may take a few minutes before the new logging level is established.

To enable debug logging for the MarkView Mobile Viewer, set the following preferences to DEBUG:

  • MOBILE_LOGGING_LEVEL
  • VIEWER_LOGGING_LEVEL
  • DOCSERVER_LOGGING_LEVEL

Disable Debug Logging

For Markview version 8.0, restarting of the MarkView Viewer deployment is required:

  • Stop the MarkView Viewer deployment.
    • To disable debug logging for the MarkView Mobile Viewer, set the following preferences to WARN:
      • MOBILE_LOGGING_LEVEL
      • VIEWER_LOGGING_LEVEL
      • DOCSERVER_LOGGING_LEVEL
  • Start the MarkView Viewer deployment.

For Markview versions 8.1 and higher, no restart is required although it may take a few minutes before the new logging level is established:

To enable debug logging for the MarkView Mobile Viewer, set the following preferences to DEBUG:

  • MOBILE_LOGGING_LEVEL
  • VIEWER_LOGGING_LEVEL
  • DOCSERVER_LOGGING_LEVEL

Log File Location

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