Document Viewer Displaying Blank Document

[Mitch Moran]

We have enabled the Document Viewer plugin on our Incident and Demand tables and when clicking the "View" button next to the attachment the preview of the document is blank with no information visible. We have also enabled Document viewer on our Problem table and we can see the record without any issues when clicking "View". For some, reason the document is just appearing blank on the Incident and Demand table. Are there any other config changes that can be made on the Demand and Incident table?

[Sandeep Rajput · Accepted solution]

@Mitch Moran Please refer to the following link to know steps to enable document viewer on different tables https://docs.servicenow.com/bundle/tokyo-platform-user-interface/page/administer/form-administration...

In case if the viewer doesn't work despite doing the correct configuration, this page https://docs.servicenow.com/bundle/vancouver-platform-user-interface/page/use/using-forms/task/view-... contains the possible reasons why document viewer is not rendering the document.

[pradeep reddy]

Hey @Mitch Moran,

We came across the same issue when we were implementing Document Viewer, It happens because of the encryption we have at the client instance level over the attachments.

The image files will appear as normal, but not Word, ppt, excel, etc.

Also, please ensure that the system property com.snc.documentviewer.enable_document_viewer is set to true or create it if it does not already exist.
To deactivate Document Viewer, create the system property com.snc.documentviewer.enable_document_viewer manually and set it to false.

Thanks and Regards,
Pradeep.