Some Viewer sections are blank or missing or display a blank page

Applies To

• ERP System: All
• MarkView Version: 7.0 and later

Behavior

• Some browser display the image; but some missing sections (Firefox)
• Some browser versions display a blank page (IE 9 or later)
• The most commonly affected sections are those related to the document details from the ERP (i.e. top-left corner with the document details and the details sections displayed below the image).
• The issue may be affecting images from some Organizations but not others.
• The issue may be affecting only some users. The Admin user is NOT affected.
• The viewer log contains the following message:
  The requested document was not found due to an ERP system error and therefore details are unavailable.

Known Causes

This can be caused by a misconfiguration of the Accounting Detail Mappings

Resolution

• Re-map the Accounting Detail Mappings to the correct Responsibility
  • The following query will display the current mappings:
    select t.tool_name_unq, o.org_name, r.responsibility_name
    from mverp_dfm_tool_org dto,
    mvt_org o, mv_tool_tab t, fnd_responsibility_tl r
    where dto.org_id = o.org_id and dto.tool_id = t.tool_id
    and dto.responsibility_id = r.responsibility_id
  • Re-map the Accounting details:
    On MarkView Home -> Administration -> Module Admin -> Organizations -> Configuration (next to the corresponding Organization) -> Accounting Detail Mappings

See also: https://knowledge.kofax.com/MarkView/New_Articles/ERP_System_Error_Opening_Document_with_Multiple_Invoices_where_One_is_Cancelled