Document Viewer not working for docx or xlsx

[florianvoel]

Hello,

I use the Document Viewer for .txt or .pdf files, and it works well. However, there are issues with .docx or .xlsx files. In the sys_document_viewer_status table, the entries show a ConversionStatus of "Conversion failed." I have noticed that ServiceNow attempts to convert these files to PDF in the background. Are there any configurations missing that would allow Word or Excel files to be displayed?

Thank you!

[priyanshukh]

Hi, were you able to resolve this issue. We are also facing the same issue

[Tanushree Maiti]

Hi @priyanshukh 

• com.snc.documentviewer.max_size: OOB, the size limit is restricted to 50MB. If your Excel files or Word documents exceed this, the conversion worker will automatically time out or fail

• Any password-protected or heavily encrypted document will fail.
• If any macro is enabled in xlsx file, that will not work
• Lastly review KB on it: KB2695136 Cannot preview Attachment with .xlsx and .docx type 

KB Resolution

Steps to resolution

1. As that is a customization, your team needs to disable the custom before query business rule or check the custom code to avoid any standard feature to fail

[abirakundu23]

Hi @priyanshukh ,

If it's work for PDF then it should work for other types as well. Please check any error message appearing in system log table for document_viewer_conversational error for .xlxs or .docx and file size should not cross 50MB.

Could you please repair the Document Viewers plugins & check ?

Plugins • Australia ServiceNow AI Platform user interface • Docs | ServiceNow

Enable Document Viewer • Australia ServiceNow AI Platform user interface • Docs | ServiceNow

Document Viewer • Australia ServiceNow AI Platform user interface • Docs | ServiceNow

Please mark helpful & correct answer if it's worthy for you.

[priyanshukh]

Hi, @abirakundu23 tried repairing the plugins, but the issue still persist