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Kofax

MarkView Viewer ( MarkView 7.0 and higher ) - content of Green Text Annotation can prevent invoice image being displayed

Summary

13329

Applies To

ERP System: (Oracle, SAP)

MarkView Version: 7.0 and higher

Behavior

  • When trying to view an invoice image in the Viewer, the user encounters a uniform gray image above the Detail sections as illustrated in the screenshots below:

Screen Shot 2018-08-03 at 12.43.46 PM.png

Screen Shot 2018-08-03 at 12.44.23 PM.pngKnown Cause

  • Placing a Green Text annotation containing only non-displayable characters (e.g. Carriage Return) is known to cause this issue. A product defect report having the reference 579154 has been logged for this issue.

Resolution

  • To resolve the above situation, it will be necessary to first identify if a Green Text annotation is the cause.
    • Obtain a Workitem History report. This can be obtained using the DocumentID which is included in the Viewer URL for the affected invoice.
      The DocumentID typically appears after "eid=" in the Viewer URL. In the following partial URL example, the DocumentID is 12345:
      Obtain a workitem history for your DocumentID from the the navigation MarkView Home >> Support >> Document Search
      Once the workitem history is displayed, review the MarkupInfo section and ascertain whether a Green Text annotation having no text exists for this workitem.
      In the following screenshot, a Green Text annotation exists containing no Markup Text. The unique MarkUp_Object_ID for this annotation is 561
      Screen Shot 2018-08-03 at 12.49.18 PM.png
    • Having confirmed the Green Text annotation as the cause of the problem, the database record will need to be modified to resolve the issue. Create a MarkView Support case referencing defect #579154 and attach the workitem history report. The responding analyst will be able to provide the steps to modify the database record.
  • Once the database record has been modified, refresh the Viewer page and confirm that the invoice image is correctly displayed and the issue is now resolved.

If any issues are encountered when following the above steps, please feel free to create a Support case requesting help.

Keywords: Green Text, gray, grey, Viewer, image