MarkView Viewer ( MarkView 7.0 and higher ) - What diagnostic steps should I follow and what information should I gather when there is an issue with the MarkView Viewer?

General Troubleshooting Steps

Check pre-requisite software

• To check the versions of pre-requisite software please review the following Article:
  Article 4513
  Title: All MarkView Components - Supported versions of third party products Confirm the version of Adobe Flash you are using by going to the following URL: http://kb2.adobe.com/cps/155/tn_15507.html
• It will display the current version, something like 'Your Player Version: WIN 10,1,53,64'.

Check for ERP specific problems

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 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.

VIEWER_HTTP_BASE_URL/?eid=<DocumentID>

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

If the image quality is poor the following URL will use the JAVA side rendering engine to create a PNG file of the document to determine if the problem is with the JAVA side rendered image or the scaling of the image performed by the Viewer.

Using a URL of the following form access the document image:

http://<host>:<port>/docserver/ImageServlet?eid=<DocumentID>:1&f=PNG&side=2000

Where <host> and <port> match the environment you are using and <DocumentID> is the MarkView document_id you are attempting to view.

Check/Troubleshoot file transport method

• If you are receiving an error message when attempting to retrieve an image please review the following Article if you are using the Document Transport Module (DTM) to transfer images:
  • Article 3976
    Title: Document Transport Module (DTM) - What diagnostic steps should I follow and what information should I gather when there is an issue with Document Transport Module (DTM)?

Review log files for errors

If the MarkView Viewer is not functioning correctly then you will want to review the log files for any error messages. See the 'Logging' section below for logging information.

Troubleshooting Accounting Details issues

If you are encountering an issue adding Accounting Details to an invoice please review the following Article:

• Article 3970
  Title: Accounting Details Tool (DFM) - What diagnostic steps should I follow and what information should I gather when there is an issue with the Accounting Details Tool (DFM)?

Logging

Enable Debug Logging

• Server
• 7.x and 8.0
  • Stop the MarkView Viewer and Document Server OC4Js/Deployments ( viewer / docserver ).
  • To enable debug logging for the MarkView Viewer set the VIEWER_LOGGING_LEVEL and DOCSERVER_LOGGING_LEVEL preferences to DEBUG.
  • Start the MarkView Viewer and Document Server OC4Js/Deployments ( viewer / docserver ).
• 8.1 and Higher
  • Set the VIEWER_LOGGING_LEVEL and DOCSERVER_LOGGING_LEVEL preferences to DEBUG. Please note that with MarkView 8.1 and above the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed
• Client
  • There is no way to explicitly enable debug logging in the client. The client will ALWAYS remember the last 1000 log entries in its buffer (until you close out the browser).

Disable Debug Logging

• Server
• 7.x and 8.0
  • Stop the MarkView Viewer and Document Server OC4Js/Deployments ( viewer / docserver ).
  • To disable debug logging for the MarkView Viewer set the VIEWER_LOGGING_LEVEL and DOCSERVER_LOGGING_LEVEL preferences to WARN (default).
  • Start the MarkView Viewer and Document Server OC4Js/Deployments ( viewer / docserver ).
• 8.1 And Higher
  • Set the VIEWER_LOGGING_LEVEL and DOCSERVER_LOGGING_LEVEL preferences to WARN (default). Please note that with MarkView 8.1 and above the logging changes will take place automatically within a few minutes, there is no restart of the Application Server needed
• Client
  • N/A - Logging is always on

Log File Location

• Log File Location:
  • Article 4844 -Title: All MarkView Components - Log File Locations
• Log File Name (Server): viewer.log, docserver.log
• Log File Name (Client):
  • Right click on the Viewer
  • Choose 'Show Log...'
  • Ensure that all five logging level buttons (Debug, Info, Warn, Error, Fatal) are highlighted and all log messages are displayed.
  • Click Copy to Clipboard button (to choose all messages)
  • Copy clipboard contents to a text file
  • Save the file

Impact of Debug Logging

Both the Viewer and DocServer log files will grow to 5000KB and will keep 3 backup copies of the log file before automatically overwriting them. In this case the maximum hard drive space taken up by the Viewer is 15000KB and the DocServer is 15000KB for a total of 30000KB. If the log file exceeds the maximum size it will automatically overwrite the oldest information.