Troubleshooting - Managing content

1. PDF preview grayed out

PDF previews of files would be grayed out in some articles. This issue can be observed in the Chrome browser when the width of the PDF is higher than 700.

Solution

Change the width of the PDF to less than or equal to 700

• Markdown - In the editor, change the width of the respective PDF file in the Markdown syntax

• WYSIWYG

  • In the editor, click Code view and find the width of the respective PDF file
  • Update the width. Press 'Ctrl/Cmd + S'

2. Discussion icon is disabled

When you don't have permission to view Discussion, it will be grayed out and cannot be accessed. To confirm this:

1. Click Profile image at the bottom left → View access permissions → Content role. Expand the Categories & Articles section
2. Under Article, check whether Post comments in discussion permission is available
3. If you don't have this permission, contact your project owner

Solution

For project owner:
To update the content role of a team account:

1. Go to Settings → Users & Security → Team accounts & groups → Team account
2. Hover the mouse pointer over the desired team account, and the Edit (pencil) icon appears on the right
3. Click Edit → Manage content roles & permissions, and the Content access blade appears
4. Update the content access
5. Click Save

3. 404 error appears for folder category redirection

The redirect rule will be added with no errors when you add a redirect rule with a folder category slug as the destination path. But when you try to hit the article URL, it results in a 404 page. This error is because the folder type category does not have a valid slug to preview.

Solution

Change the category type to Index.

1. Hover your mouse pointer over the desired category in the category manager
2. You can find the ••• (More) option adjacent to the category name
3. Click ••• (More) → Change category type
4. Select the Index category type and click Update

4. Error: The given source is already part of an existing destination

The source URL of a redirect rule cannot be the destination URL of any redirect rule. Cyclic redirection is currently not applicable in Document360.

Solution

To overcome this error, update the current destination URL with a new destination URL.
For example, the current redirect rule has the source path as slug-A and the destination path as slug-B. You want to redirect slug-B to slug-C.

1. Replace the current destination URL as slug-C. So the current redirect rule would have the source path as slug-A and the destination path as slug-C
2. Create a new direct rule with the source path as slug-B and the destination path as slug-C
3. Now, both slug-A and slug-B are redirected to slug-C

5. Error: Your browser does not support PDF

In the Knowledge base site, the PDF document embedded in an article is not rendered, and the following message appears instead of the PDF document: "Your browser does not support PDF.click here to download"
This error is a browser-specific one that occurs in Chrome due to the PDF documents setting.

Solution

1. Open Chrome on your device
2. Click the '⋮' icon at the top right next to your avatar icon
3. Click Settings in the menu
4. Click Privacy and security in the left menu bar
5. Click Site settings
6. Scroll down to Additional content settings and select PDF documents
7. Select the Open PDFs in Chrome checkbox
8. Refresh the article in the Knowledge base site. The PDF document should now be visible