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

Estelle1 · ‎08-18-2024

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?

Estelle1 · ‎09-05-2024

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

View solution in original post

YoeriS · 3 weeks ago

For the people for who this doesnt work: navigate to sys_attachment table and look up your attachment. Change the state to 'available'. This worked for me.