When preview PDF getting "The document is pending security scan and cannot be viewed" error

[Estelle1]

Hi All,

I got this error when trying to preview the PDF file attached to the incident table in the Service Operation workspace. I tried to set the property "com.glide.snap.url" with the value "http://snap/snap", which did not work.

I also tried to use the "Exclude from antivirus scan " attribute to exclude the incident table but also got no luck.

Any solution regarding this?

[Community Alums]

Hi @Estelle1 ,

It can be due to system property , please refer to the solution: https://www.servicenow.com/community/developer-forum/quot-this-document-is-pending-security-scan-and...

[Estelle1]

Hi Sandeep,

thank you for your reply, I have already tried this method as I mentioned in the post. Unfortunately, it’s not working for me.

Best

[Ravi Gaurav]

Hi ,

The error you're encountering when trying to preview a PDF file attached to the incident table in the Service Operation workspace could be related to several factors, including ServiceNow properties, the configuration of attachments, or how the system handles file previews. Here are some steps to troubleshoot and resolve the issue:

--> Verify com.glide.snap.url Property:

• Ensure that the com.glide.snap.url property is correctly set up. The value "http://snap/snap" is a placeholder and may need to be adjusted to match your environment's specific configuration.
• You might need to contact your ServiceNow administrator or review documentation for the correct URL for the com.glide.snap.url property.

--> Check the Attachment Restrictions:

• Review any restrictions or security policies related to file types and sizes in your instance. Some instances might block or restrict previews for certain file types or sizes.
• If your instance has antivirus scanning enabled, consider whether this might be interfering with the preview functionality, even though you’ve tried excluding the incident table.

[Estelle1 · Accepted solution]

Hi all,

Thanks all for your support, I have raised a case in the HI portal and the problem is caused by one of our customized BRs which is used to prevent duplicate images from generating by the client's email signatures. When I excluded the PDF file type, the issue was solved. 

If someone encounters this issue again, besides checking the system property "com.glide.snap.url" and the attachment restriction, please also check any business rules based on the Attachment table including the 

setAbortAction() function excluding these certain file types.

Best,

Estelle