This topic covers troubleshooting tips for PrizmDoc. Note that this topic does not cover issues related to custom web tier implementations.

The PrizmDoc Viewer isn’t Working (PrizmDoc Server Checks)

The following section contains basic troubleshooting steps limited to the PrizmDoc Server itself.

1. Verify that the PrizmDoc Server is running:

2. Verify that the PrizmDoc Application Service (PAS) is running (if your application is using PAS):

3. Verify that the "Log On As" user for the PrizmDoc Server has not recently had a password change. Right-click Properties and re-enter the user password:

4. Navigate to C:\ProgramData\Accusoft and make sure that the user from Step 2 above has full permissions to the folders under Prizm:  
   1. Right-click the Prizm folder and select Properties.
   2. Navigate to the Security Tab.
   3. Select Advanced.
   4. Select Change permissions if required.
   5. Make sure that the user from Step 2 above has Full Control.            
   6. Be sure to select Replace all child object permission entries with inheritable permission entries from this object to avoid discrepancy.
   7. Apply any changes that were made.

5. Open the Internet Information Services (IIS) Manager.
6. Check that the PrizmDoc Service Web Site is running with its application pool.
   1. The actions menu on the right-hand side will show if it is running.            
   2. Click on Basic Settings in the action menu to see the application pool set.
   3. After verifying the pool name, go to Application Pools.
   4. Verify that the application pool is started.
   5. If the Application pool identity is a user, and that user is different from the one checked for the Windows PrizmDoc Service, verify that the password and permissions are set in the same way as Step 3 above.
7. Open the Windows Features and check that .NET Framework 4.5 Advanced Series is currently installed.

Also, check that the ASP.NET4.5 Application development features are also enabled under Internet Information Services:

  

8. Test a file outside of the Samples. Open a browser and navigate to: http://localhost:18681/PCCIS/V1/Static/Viewer/Test
   Where localhost is a hostname that points to the PrizmDoc Server. Attempt to open a known good file using the Viewer. If the file works, then PrizmDoc is currently functioning. If not, continue troubleshooting.

9. Check the health of the PrizmDoc Server:
   1. If you are using PCC v10.x or later, this can be found at: http://localhost:18681/admin
      Your license status will be displayed at the top:
           
      If you are using PCC v9.x, this can be found at: http://localhost:18681/PCCIS/V1/Service/Current/Info (which will display the same data in JSON format).    

The health of the services will be displayed.

10. If you find that some of the services are unhealthy (and you have checked permissions, login password of the service user, and are using a known valid license), there are two primary reasons for this:

System Has Limited Resources:
The system resources for a machine running PrizmDoc are described in Sizing Servers > PrizmDoc Server. Please note that PrizmDoc will require at least a few gigabytes free while running and no conversions are taking place. If your system has PrizmDoc installed and idles with 1-2GB free RAM, then the services will run into stability issues.

The cache is corrupted or inaccessible: 
Step 3 above is the most common issue for this, however clearing the cache is good practice. To clear the cache manually, use the following steps:

11. If Steps 1 through 9 above have been checked and the Admin page shows that PrizmDoc is unlicensed, then the license key will need to be verified by Accusoft Support at support@accusoft.com. You can find the current license key in C:/Prizm/prizm-services-config.yml:

Your key will be everything after the equal sign on Line 6. Copy and send your full key to Accusoft Support.

12. Check that PAS is able to connect to the PrizmDoc Server:

Example	Copy Code
GET http://localhost:3000/servicesConnection

Returns the status of PAS connectivity to the PrizmDoc Server, whether local or configured through Accusoft Services.

Successful Response:

Example	Copy Code
200 OK OK

This response represents that the connection to PrizmDoc Server is successful, but does not take into account whether or not those services are healthy. If you need to check the health of those services, please make a call to them directly.

Error Response:

Example	Copy Code
580

The response represents that PAS is not properly configured to communicate with PrizmDoc Server.

13. If everything seems to be functioning, however a file still cannot be shown in the Viewer, there may be an issue with the conversion of the specific file. If this is the case, send the file to support@accusoft.com for evaluation and submission to our engineering team.