Troubleshooting

Document Viewer

  1. PDF Documents are not able to be viewed when using the Original viewer in Google Chrome.

    Answer: We recommend enabling both the TI Viewer and the Original Viewer in all rooms. Make the TI Viewer your default viewer and keep the Original Viewer on as an optional viewer.

  2. I am unable to view files in native Acrobat in order to verify an Adobe Sign signature or to view a PDF Portfolio.

    Answer: We recommend downloading the original document and opening it using on your machine in order to view documents in Acrobat or to open a PDF Portfolio.

  3. I am attempting to open a document which was sent in a Query Response but it keeps opening in the Original Viewer even though the TI Viewer is my default option. As a result, some documents are not being rendered fully.Answer: This is a known issue which will be addressed in our TI10.1 upgrade. For those who have a dedicated instance and who have not yet upgraded to TI10.1, the current workaround is to open the attachments in a separate window when it is necessary to compare them to the original document.

  4. I uploaded several files to TI in a zipped format. TI Viewer is rendering them into one document rather than into individual documents. I am also having difficulty downloading the zip file.

    Answer: There is a known issue regarding this and we are currently addressing it as quickly as possible. In the meantime, please use the Original Viewer to download the zip files so that the file can be opened locally and all documents can be accessed individually.

Editing Documents Offline

  1. When attempting to edit a document using the Edit Content Offline option, the file does not download.

    Answer: This function uses what is called an invisible popup to initiate the download. If you have a popup blocker enabled, please adjust your settings to allow popups from Trial Interactive. This should allow the file to download.