Viewer troubleshooting and FAQ

You can use the following information to learn about potential errors when attempting to access a document in the Viewer. Where possible, ideas for how to troubleshoot and resolve issues are also provided. If you have questions or need assistance after following the troubleshooting information provided below, please contact Relativity Customer Support.

General Viewer troubleshooting

What can you do if a document is not loading?

If a document does not load correctly, you can modify the user's permissions or try accessing a folder on the document list. If neither of those strategies work, we recommend clearing your internet browser's cache. The Settings menu has browsing data for most browsers. You can often find an option to remove cached images or files there. There is no need to clear cookies or your browser history.

When working in RelativityOne, we do not recommend having two tabs open on your browser while reviewing documents in the Viewer. Doing so can cause a Viewer error any time permissions are changed or a document has been replaced.

What browser settings can cause Viewer performance issues?

Your internet browser is responsible for requesting and downloading files and metadata associated with the Viewer and for rendering the document with all of the markups and annotations. There are several factors that can impact the performance of the Viewer such as the amount of data in a document including the number of markups and annotations, having extra browser tabs or windows open, and the amount of RAM or CPU available on your PC.

Hardware acceleration, such as Font smoothing, can negatively affect text performance. To verify that it is not affecting your browser performance, disable the Hardware acceleration option and reload the document in the Native Viewer.

What prevents a document from being downloaded?

There are several factors that could impact the download when you select the Download document native option in the Viewer:

User permissions—The user should have the Documents - Local Access (Download, Copy Text) permission granted.
Prevent Native Download setting for a native type—Navigate to the Native Types tab, filter the list for the specific file type of the document you're trying to download, and verify that the Prevent Native Download field set to No for that file type. If the field is to Yes, users cannot download that specific file type.
Document size—If a document exceeds 2 GB, it cannot be downloaded.
Repository workspace—The Download document native action is not available in a repository workspace.
Google Chrome browser settings—If you are using Chrome, check whether safe browsing is enabled because this option can block file downloads.

How can I disable Viewer extensions to troubleshoot performance issues?

Slowness in the Viewer when opening a document or moving from one document to another can be caused by a document having a large number of markups or other extensions. We recommend using the Review Interface Settings option in the Viewer to disable the extensions. To learn more, visit Viewer settings menu.

Troubleshooting Viewer errors

Viewer errors that can occur when loading a document as well as potential ways to resolve them are provided below:

Viewer error	Reason	Resolution
This file is identified as <File Type> and is not yet supported. Download the native or view the extracted text.	The file type is not supported.	To troubleshoot, download the native file to review it in its native application. Alternatively, if available, view the document in either the Image Viewer or the Extracted Text Viewer.
The file size <X> is too large for the Viewer to display. The maximum supported size is <Y> as determined by this instance. Download the native or view the extracted text.	The file is too large and it exceeds the limit value in the instance setting.	To troubleshoot, download the native file to review it in its native application, view the document in the Extracted Text Viewer if available. As the system admin, you can increase the MaximumNativeSizeForViewerInBytes instance setting value so that its greater than the document file size. To edit the instance setting value: Navigate to the Instance Settings tab. Optionally, filter the list as needed and select MaximumNativeSizeForViewerInBytes. Click Edit. Edit the Value field to the desired maximum file size. Click Save. Note: Increasing this instance setting value can impact Relativity's performance. If the Viewer crashes when opening larger documents after you increase this value, consider lowering the MaximumNativeSizeForViewerInBytes value to improve performance. For example, if the file size is 200 MB, but the MaximumNativeSizeForViewerInBytes setting is set to 100 MB, increase the instance setting value to 200 MB or larger to view the document.
The file contains <X> images and is too large for the viewer to display. The maximum supported size is <Y> images as determined by this instance. Use the file's native application or view the extracted text of the file.	The number of imaged pages exceeds the instance setting.	To troubleshoot, an administrator should increase the value for the MaximumImageCountForViewer instance setting before trying to open the documents again.
The document failed to convert.	There are too many images or their DPI is too high.	There are either too many images or the DPI for the included images is too high. We recommend reducing the number of images and their DPI before trying to open the documents again.
The file size <X> MB is too large for the Viewer to display. The maximum supported size is <Y> MB as determined by this instance. Download the native or view the extracted text.	The media file is too large and exceeds the value in the instance setting.	This file size cannot be displayed in the Viewer. Instead, download the native file to review it in its native application, view the document in the Extracted Text Viewer if available, or use the Review Interface Settings option in the Viewer settings menu to increase the MaximumNativeSizeForViewerForMediaFilesInMegaBytes setting value so that its greater than the file size. To learn more about the Review Interface Settings, visit Viewer settings menu.
The document failed to convert because it is password protected. Try adding correct password to the Password Bank and refresh the Viewer or contact your system administrator for assistance.	The Document is password protected and the password is not added to the password bank.	Click on the link in the error message to add the password to the password bank. To learn more, visit Password bank.
Unable to convert because the file is corrupted.	The file is corrupt.	A corrupted file cannot load in the Viewer. The only potential solution is to try and load the file in the native application though this is unlikely to resolve the problem because of the file corruption.
Text searching and highlighting are disabled for this document because your browser is unable to download the necessary files. This is usually due to the configuration of your workstation, browser, or network.	The file type is blocked by user or network configuration,	You can troubleshoot this error by doing the following: The file type may be blocked by zScaler. A system admin should check to see if an FTC, also known as File Type Control, is being used to block specific file types. If this is the case, then the administrator should update it so that .dat file types are no longer blocked. A network filewall is blocking .dat files. This occurs when a whitelist for specific file types has been created and .dat files are not included. Add .dat files to the whitelist to troubleshoot this error. The web.config file does not allow specific file types under the <fileExtension> tag.
This file has no content to display, it is a zero-byte file.	The file has zero-bytes.	A file with no data cannot load in the Viewer. This file is unlikely to load in the native application because of the zero-byte file size.
Document failed to load in time.	The document timed out.	The document did not load because it timed out. Use the Review Interface Settings option in the Viewer settings menu to increase the DocumentTimeout setting value. The value is in milliseconds. To learn more about the Review Interface Settings, visit Viewer settings menu.
OI EXRunExport failed - 13: not enough memory for allocation [13].	This error displays in the Image Viewer if the image is of DPI 600 or higher.	Image the document with the recommended DPI value of 300 and re-open it in the Image Viewer.
User cannot view images (Image tab not available to non-admin user).	The user does not have the View Hidden Images for QC Review permission.	The user needs the View Images Hidden for QC Review permission in the Other Settings section to be granted.
Image on the fly action is not available to non-admin user.	The user does not have the Document - Add Image permission granted or the file type is restricted from imaging on the Native Types tab.	Verify that the user has the Document – Add Image permission granted. If the user still cannot image on the fly: Navigate to the Native Types tab. Verify that the Restricted From Imaging By Default field is set to No for the document's file type.
The following errors are specific to Audio/Video files. The following error messages may display: Sorry, we're experiencing playback issues with this multimedia file. Ensure that you are connected to Relativity. Your browser may not fully support this multimedia format. The native file may be partially corrupted.	The browser is unable to play the media file.	This file is unlikely to work in the Viewer due to a browser limitation.
The following errors are specific to multimedia files. The following error messages may display: Unable to play audio/video/multimedia stream. Your browser may not support the audio/video/multimedia codec. The native file may not have a audio/video/multimedia stream. The native file may be partially corrupted.	The browser is able to play the media file, but part of the content is missing. Typically, this occurs when a video file is missing either audio or video.	The browser might be able to partially play the file.

Short Message Viewer troubleshooting

Why are images not displayed in-line within the Native Short Message Viewer?

If a user has the Document - Local Access (Download, Copy Text) permission granted and the images are either a .jpg, .jpeg, .png, or .gif, they will display in-line. If a user does not have this permission, they can try opening the attached image as a separate file in the Native Short Message Viewer to view the image.

How do I resolve common error messages received from the RSMF Validator located in the Short Message Viewer?

To learn more about common RSMF errors and how to resolve them, visit Short Message Viewer.

PDF Viewer troubleshooting

What won’t a PDF load?

Since PDF is a ubiquitous file format, they can be generated by many different programs and sometimes this results in a corrupted file. Corrupt PDF files often display garbled characters that can render the underlying text unreadable. More specifically, corrupt PDF files are usually missing valuable information about the appropriate font character mapping because either the PDF generation software that lacks this feature or the text data is poorly OCR'd and is unable to be mapped to the appropriate font characters.

This causes users to think there is an error because they can read the image text, but the Viewer’s search queries cannot identify the file’s text. This is because the two texts are different.

If you can read the image text but not search in the Viewer, copy the text in question and paste it into Notepad to see if the text is corrupt. If the pasted text is garbled and unintelligible, the PDF font character mapping did not occur or the text data is poorly OCR'd.

If you only see a term or two that are corrupt, it could be because a search hit on a term that you can see and Relativity cannot, but usually the corrupt PDF is filled with improperly mapped character fonts.

To resolve these PDF issues, the two most common solutions are:

Draft Mode—turn Draft Mode on from the Viewer toolbar. It automatically contrasts text from the background, which helps you identify poorly drawn redactions, and identify corrupt OCR text. This option is only available in the Native Viewer and the PDF Viewer with rendered documents.
Re-generate the PDF—if possible, determine how the PDF was created and see if you can re-generate that PDF.

Persistent highlighting in the Viewer

Highlight terms are missing in either the Native or Extracted Text Viewer but the text exists on the Extracted Text or Native Viewer.

The text between the native file and the Extracted Text Viewer are not from the same source, and there could be differences between the text due to how the Extracted Text field is populated.

The Search Terms Report shows a hit within the document, but the Persistent Highlighting pane does not.

Usually this happens with Proximity dtSearch syntax terms. The Native Viewer can sometimes treat some characters differently than the dtSearch engine and the way to resolve this is to expand the search proximity. For example, if the search was dog w/3 cat, change it to dog w/4 cat.