KB article preview is not working

[Puneet Hegde1]

Dear All,
We have a knowledge article with an attachment that needs to be previewed, but the preview isn’t working. We checked in the portal and in kb_view format. We can view the attachment from the attachment view options, but we cannot access the attachment directly; it just shows a black space. Does anyone know how to fix this?
screenshot: 

Steps we have taken:
I have checked all relevant ACLs using debugging and it has appropriate access.
i have updated glide.knowman.use_document_viewer  and sn_km_portal.glide.knowman.serviceportal.use_document_viewer system properties were changed to true as the Servicenow KB article suggested, but it did not help me resolve the issue.


Thank you,
Puneet

[GlideFather]

Hi @Puneet Hegde1,

perhaps a trivial advice but try to log out - clear cache - log in and retry.

Eventually another browser ofŕ incognito mode...

[Puneet Hegde1]

Hi Kamil,
i have tried and it did not work and it's a shame that servicenow says that will be a customisation which is wrong.

Thank you,
Puneet

[GlideFather]

Hi @Puneet Hegde1 

sorry to hear that. If you have customisation in your instance that is negatively impacting this, then nobody can help you :((

That is why the ServiceNow philosophy is "you touched it you own it"... and you should always go as close to OOTB as possible.

• Do you have any idea when it stopped working?
  • if you know, it could be reverted
• Or do you have any other instance where that works?
  • if so, it could be cloned (but plan it not to destroy other team's work)

[Puneet Hegde1]

Hi kamil,
We don't have customisation on that part, but Servicenow indicated that if I want to achieve it, I need to customise it. We have another instance in a different account, and with the same configuration, it is working fine in that instance. 

Thank you,
Puneet