Some Word and Excel documents contain images, color highlights, or other multi-layered areas that the system is sometimes unable to convert to PDF format for rendering in the Viewer (or Printing). This is an intermittent issue whenever the server is under heavy load usage because this conversion process requires substantial system resources. The document can be downloaded and opened with Microsoft Office if it won’t display in the Viewer panel.
Excel and Word documents can be imported into Identifi and these documents will be stored ‘as is’ in their native format. However, there is a known issue with some documents not rendering correctly within the Identifi Viewer panel upon retrieval or during indexing, and the red “Unexpected server response” message is displayed. If you encounter this situation, please refer to the following explanation/workaround:
Documents are saved into Identifi in their ‘native’ format and our third-party document viewer tool attempts to convert them to PDF format for rendering within the Identifi viewer panel. This conversion is not always successful with multi-layered documents such as fillable PDF forms, and some Microsoft Office documents/spreadsheets. The content exists within the document that has been stored in Identifi, it’s just that the file is not always viewable using the current Identifi viewer tool.
We have attempted to correct this issue in each of the last few upgrade cycles, but unfortunately those changes were not compatible throughout our product line and subsequently had to be removed. Our Products team continues to work on a suitable resolution that has compatibility across our product line.
Until this issue has been resolved in a future release, the workaround is to download the document to the local workstation and then open it outside of Identifi with MS Office in order to see the contents. This downloaded copy on the workstation can then be deleted after viewing, and it’s not necessary to upload another version of the document unless it will be accessed frequently before a fix for the Identifi viewer can be applied. In that case, perform a “Save as” from Office to a PDF file, and then upload that PDF as a new version of the document for viewing within Identifi. (See this article for additional information.)
If you feel that the temporary workaround outlined above is not acceptable, please use this link to submit a Feature Request to our Products team.
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