Smartview - Preview pane doesn't load and spins indefinitely for all documents.

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Problem:  When attempting to preview a document using SmartView, you see a spinning loading animation that doesn't ever load the document. (pictured)

2021-02-03_15_45_31-.png

Cause: A cookie for the Smartview previewer is being blocked. 

Resolution:
We need to allow the cookie in the browser. 
These steps are for Chrome and Edge. 

  1. Click on the lock in the URL bar for your NetDocuments service.
    2021-02-03_15_46_57-Window.png
  2. Click on the Cookies option
    2021-02-03_15_47_06-Window.png
  3. Select the Blocked tab
    2021-02-03_15_47_18-Window.png
  4. Select the preview-us.netdocuments.com
    2021-02-03_15_47_28-Window.png
  5. Then select Allow, then Done.
  6. Once that has been changed the following bar should display. Select the Reload or simply refresh your page.
  7. 2021-02-03_15_47_49-Window.png




Having difficulty?

Submit a request via our support site or call the closest customer support center:

  • US customers, call 801-226-6882 or 866-NET DOCS (638-3627)
  • UK/EU customers, call +44 2031 299324
  • AU customers, call +61 2 8310 4319

When reporting an issue, please provide as much information as possible including:

  • A fully detailed description of the issue, including exact error messages or screenshots. 
  • Detailed steps to reproduce the issue.
  • Error logs, if any.

We thank you for all of your input and feedback, and we appreciate you using NetDocuments and associated product features. We value you as a customer.