Viewer Tips & Troubleshooting

This topic collects the questions that come up most often about the document list and viewer. Most describe normal, by-design behavior rather than a problem.

"I don't see any columns" or "I can't sort the documents"

The sortable column headers only exist when no document is open, because the viewer takes that space when a document is showing. Close the open document with the X at the top of the viewer, and the Document Name, Changed, Created, and Size columns reappear so you can click them to sort. Note as well that Size, Created, and Changed drop off automatically on narrower windows, so on a small screen some columns are hidden regardless.

"I can't find the Clear Sort button"

The Clear Sort icon (a circled X) sits at the far right of the column header row, and it is hidden until a sort is actually applied. If it is not visible, either a document is open (so there is no header row) or the list is not currently sorted.

"Drag-and-drop stopped working"

You cannot drag documents to reorder them, or drop a file onto an existing document, while a sort is active. This is the most common cause of drag-and-drop appearing to break. Click Clear Sort and both behaviors return.

"I reordered documents but the change didn't stick"

Reordering is not saved until you click the Save button that appears in the list header after you drag. If you leave the record before clicking Save, the new order is discarded.

"All my categories disappeared"

An in-record document search replaces the Category tree with a green Search Results list while results are showing. Click the X on the Search Results panel to bring the normal Category list back.

"The document list is missing"

On phones and small screens the viewer opens in full screen automatically, which hides the list — tap the expand icon at the top-left of the document header to exit full screen. The list is also hidden while the record is in inline Edit mode, and whenever you have a document open in full screen.

"My thumbnails moved to a different spot"

The thumbnails button cycles through four positions with each click — off, bottom, left, right — so an extra click moves them rather than turning them off. Keep clicking to cycle back to the position you want, or to off.

"There are no thumbnails on this big PDF"

Very large documents are given a page number box and no thumbnails on purpose, to keep the viewer responsive. This is expected on large files.

"I can't annotate this PDF"

If a large PDF is being shown inline through the browser's built-in PDF viewer, annotations are not available in that mode. Turn off inline viewing for that document to annotate it.

"My sort and column choices are gone" (or different on another computer)

The document list settings — sort, visible columns, pane width, thumbnails — are saved in your browser for about a month. They are specific to the browser and computer you are using, they do not follow you to another machine, and clearing your cookies resets them.