Doc Viewer Troubleshooting

Trouble Displaying Documents in Lexbe eDiscovery Platform?

This troubleshooting guide discusses a number of things to check if you are having trouble opening a document in Lexbe eDiscovery Platform. Problems here can arise from a number of different causes and may be associated with specific configuration issues in your browser, add-ins (e.g., Acrobat Reader) or computer.

These items below may very well solve your problem, and if they don't, our support team will be further down the road in identifying your particular problem if you try these first:

Try Rebooting Your Computer First

We know it's hard to believe, but it's not unusual for this to solve a problem. There are many ways for a computer to get out of state, or run low on memory, and this can cause many strange behaviors.  A reboot is a lot faster than an extended troubleshooting session!

Need for Current Browser Upgrade

We support the latest versions or Internet Explorer, Firefox and Chrome for the PC and Safari and Firefox for the Mac. It is important to upgrade to a recent version of your preferred browser regularly as the best security is usually in the most recent versions. Also, some of the most advanced functionality in Lexbe eDiscovery Platform will work only in the most recent versions of our supported browsers. Lastly, we can't specifically address support issues that involve non-supported browsers or versions.

Benefit of Trying Alternative Browsers

If you are having a problem in a particular browser, try installing and using a different supported browser for your operating system to see if the problem persists. For example, if you are using Internet Explorer on the PC, try installing Firefox or Chrome or vice-versa. If you are using Safari on the Mac, try installing Firefox or vice-versa. If the problem exists on only one of the browsers, it is likely due to some specific configuration of that browser, and not something involving your internet connection or the Lexbe servers.  Similarly, if you have access to another computer, try logging in and trying the same procedure there. If the issue does not repeat, then the problem can be localized to something computer or browser specific.

Large PDF Documents Will Not Open or Open Slowly

When opening a document from the Browse or Search pages, you are given the option of opening your document in 'pdf view' or 'page view'. Page view is much faster as only one page at a time is opened and you may only need to see s few pages. We also offer a 'Text Mode' in your viewer, in which text will lose formatting but will display much faster. For more details, please visit our help page 'Unusual & Large Files'.

No one ever thinks their internet connection is too fast, and if yours is slow it will make document review more difficult. If you think this could be an issue, you can check your connection speed with our broadband speed test that checks the speed from our server to your computer.

PDF Document will not Open or Opens Outside of the Document Viewer

These issues are often involved with configuration issues in Adobe Acrobat Reader installed on your computer. When viewing PDF documents, Lexbe eDiscovery Platform makes use of the PDF file viewer installed on your computer and associated with the PDF file extension. This is usually the free Acrobat Reader, but could be Acrobat Professional or another PDF viewer. When Reader or whatever viewer you use is installed it sets a preference on your computer to use it both the open a saved PDF documents, but also to open PDFs within a browser. This last setting by default is to open PDFs within the browser window. 

If PDFs instead pop out on a PC, then your setting needs to be changed.  While there are several ways to do this, if you are using Acrobat the simplest is usually to uninstall and re-install Acrobat.  This will usually fix the problem.  If it does not there will be a setting in Acrobat or your Browser that will control how PDFs open in the Browser. Its location can vary by system. It will usually be in 'Preferences', 'options' or 'categories' and may refer to PDFs displaying 'inline' or 'in-browser'.

Opening Documents From the Browse & Search Pages

Please note that if you click on a document from the Browse page, the document will be opened under the Tab you have left from your previous session. For example, if you were in the Document Viewer>Original tab and then ends that session, the next time you log into Lexbe eDiscovery Platform and click on a document from the Browse, the file will be displayed under the Original tab, unless you switch to a different one. If the tabs are not persisting during your sessions, please contact our Support services, so we can better assist you. 

If you click on a document from the Search page, the file will be opened in the Document Viewer under the Hits tab, and if you switch to a different one (e.g. PDF, Text) the current Tab should also persist for the next documents being reviewed in the Document Viewer. 

Data-Related Issues

Some files type might be partially or totally corrupted, resulting in failure to display the proper number of pages, redaction or contents under the Document Viewer tabs, represented by the 'Original', 'Html', 'Page', 'Pdf', 'Text' and 'Hits' tab (available only when clicking from search results). This is an issue with the original document, not
Lexbe eDiscovery Platform. Files can corrupt or partially corrupt for a number of reasons prior to the document going into your case. If corrupt or partially corrupt, our indexing may be partial or there may be no indexing. Partially corrupt files sometimes will display in viewers and sometimes not. The fact that a file can open and print locally does not mean that it is not partially corrupt unfortunately. The procedure to fix files like this is manual to have someone with experience in file manipulation to get a better copy.

Options are:
>Get a better original (if one exists) and replace in
Lexbe eDiscovery Platform.
>Download the original currently in
Lexbe eDiscovery Platform, manipulate and re-sample (save) using PDF editing software (e.g., Acrobat Pro) to re-sample and save. Possibly use multiple editors or methods if needed as different editors can give different results. This is a manual iterative process and the time to work with any document can vary a lot.
>Download the original and, if it opens OK in Acrobat or another PDF viewer, print and re-scan. Then re-upload the new version. This approach obviously works better for smaller documents. After this is done, re-upload to
Lexbe eDiscovery Platform and check that it is properly indexing and paginating.

To see if other documents have similar issues, we recommend the following for additional quality control, if needed:
>Go to Browse and filter on the documents in question.
>Show the Ext (extension), Pages, Words and Size fields.
>Sort on Pages and look for documents with 1 and a small number of pages, but a large 'Words' or 'Size' values.
>This can also be done from Excel if you download the log.

The above procedures can be done users in the case, or it can be addressed by performing some technical work as part of our eDiscovery services, for more information please contact our sales department (sales@lexbe.com) or Support.

Mac Specific Problems

Safari and Firefox may not show PDFs inline and instead require a download or open outside of the Lexbe eDiscovery Platform document window.  If this is the case, a Mac plug-in available here will allow PDFs to render inline.  Chrome has a built-in PDF inline viewer that is disabled by default but you can enable.  More help configuring Macs for Lexbe eDiscovery Platform here.

Document Viewer Opens in a new Window

When you click on a document link on the Browse or Search pages, the default behavior in most browsers is for the new window to open in a new tab.  If instead, the document opens in a new window, this is usually because a setting on your browser has been changed. For example, in Internet Explorer, the setting for whether a new document link opens in a new tab or a new window is under Tools>Internet Options>General>Tabs>Settings. For some systems, right clicking on a document link will give you the option to open the document in a new tab or new window.

If you have other questions or does this document not address your needs, please contact Customer Service.