Introduction

To troubleshoot connection issues between the Viewer and the backend, choose the scenario below based upon your implementation for backend processing:

PrizmDoc Viewer (Self-Hosted) to PrizmDoc Cloud (Backend)

Troubleshooting Connection Issues

If there is an issue with your connection, there are a few steps you can take to troubleshoot:

1. Locate your PrizmDoc Application Services (PAS) config file. Assuming the standard install location, this would be C:\Prizm\pas\pcc.win.yml on Windows and /usr/share/prizm/pas/pcc.nix.yml on Linux.

2. Look at the values set for the pccServer.hostName, pccServer.port, and pccServer.scheme to ensure the following (the pccServer.apiKey should be set to your API key):

   • pccServer.hostName: "api.accusoft.com"
   • pccServer.port: 443
   • pccServer.scheme: "https"

3. If the values for these parameters are correct, try restarting PAS. Refer to Starting & Stopping PAS for instructions, and try again.

If you are still unable to verify your connection to the PrizmDoc Cloud, please contact Accusoft Support.

PrizmDoc Viewer (Self-Hosted) to PrizmDoc Server (Self-Hosted Backend)

Troubleshooting Connection Issues

If there is an issue with your connection, there are a few steps you can take to troubleshoot:

1. Locate your PrizmDoc Application Services (PAS) config file. Assuming the standard install location would be C:\Prizm\pas\pcc.win.yml on Windows and /usr/share/prizm/pas/pcc.nix.yml on Linux.

2. Look at the values set for the pccServer.hostName, pccServer.port, and pccServer.scheme to confirm they are correct:

   • pccServer.hostName should specify the machine where you installed PrizmDoc Server.
   • pccServer.port should specify the port that PrizmDoc Server is using, which is 18681 by default for both single-server mode and cluster mode. If the settings are not correct, update them and try again.

3. If the values for these parameters are correct, try restarting PAS. Refer to Starting & Stopping PAS for instructions, and try again.

If you are still unable to verify your connection to PrizmDoc Server, please contact Accusoft Support.