Snippets are not appearing in the editor menu
This issue typically occurs when a snippet is created in one language but used in an article written in a different language. In Document360, snippets are language-specific unless created under the Global language setting.
Steps to resolve:
- Ensure the snippet is created in the same language as the article you are working on.
- If the snippet was created in a different language, use the Translate to other languages option in the Content reuse section.
- Once translated, switch to the desired language in the article editor. The snippet should now appear when you try to insert it.
NOTE
Snippets created under a specific language will only appear in articles written in that same language.
If snippets are still not appearing after following the above steps, contact support@document360.com with the following details:
A screenshot of the snippet in the Content reuse section.
A screenshot showing the snippet not appearing in the article editor.
Glossary term not rendering on the knowledge base site
If a glossary term is not appearing or rendering on the knowledge base site, one of the possible causes could be that the glossary term might have been deleted or is no longer available in the Content reuse page in the Knowledge base portal, where you manage the glossary terms.
Steps to resolve:
In the Glossary page in the Content reuse section, confirm whether the glossary term exists. If it’s missing, the article that references the term won’t be able to render the term on the site.
If the term was deleted, recreate the glossary term using the same name as the deleted one. Document360 will recognize the term again and properly render it on the article page.
If the issue persists after following these steps, please contact the Document360 support team for further assistance: Contact Document360 Support
Glossary CSV upload error
If you encounter an error message like "Please make sure the CSV follows the sample template" when uploading a glossary CSV file, it may be due to the language settings in your Excel application.
Cause: The headers in the template file may have been altered if your Excel language is set to anything other than English. The system cannot detect modified headers, leading to upload failure.
Resolution: Follow these simple steps to fix the problem:
Check and change Excel regional settings (Office 365 Web Application)
Open the glossary CSV template in Excel.
If you are using Excel in Office 365 (Web Application):
Go to File > Options > Regional Settings in Excel.
In the Change Regional Format Settings panel, select English (United Kingdom) from the dropdown in the Select your preferred regional format for Excel for the web field.
Change regional format in Windows:
Open Settings in Windows.
Navigate to Time & Language > Language & Region.
Change the regional format to English (United Kingdom).
Once done,
Close and reopen the glossary CSV template in Excel.
Ensure the headers match the sample template exactly.
Save the file again to ensure the correct headers remain intact.
Retry uploading the CSV file.
FAQ
Why are my existing articles not being marked as Stale after enabling or updating the Auto-schedule review reminder setting?
Project-level review reminders are applied only to articles published after the Auto-schedule review reminder setting is enabled or updated. Existing articles are not evaluated retroactively and will not be marked as Stale based on the newly configured review period. To apply review reminders to previously published articles, configure review reminders at the article level or use the Article Review Reminders feature under Content Resources > Content Management.
Why do I not see the "Allow multiple articles download" and "Allow users to choose PDF template while exporting" options under PDF export settings?
These options are available only for Mixed and Private knowledge base projects. If your knowledge base is configured as Public, only the standard PDF download option is displayed, and the settings for multiple article download and PDF template selection will not appear. To access these features, the knowledge base must be configured as Mixed or Private.
Can I export WYSIWYG articles in Markdown format?
No, it is not possible to export articles created with the WYSIWYG or Advanced WYSIWYG editor in Markdown format. Since the content is stored in HTML, it will always be exported in .html (single language) or .json (multiple languages) format. Converting the exported HTML to Markdown would need to be handled externally using an HTML-to-Markdown conversion tool in your own processing pipeline. If Markdown output is a requirement, consider authoring content using the Markdown editor, which exports as .md format.
Why do internal links inside the exported PDF redirect to the Knowledge Base site?
Internal links in exported PDFs may redirect to the live Knowledge Base (KB) instead of navigating within the PDF. This occurs when the original article slug have been updated or redirected in the KB. Kindly check the slug redirection in the article redirect rules.
Why am I receiving an error when saving a PDF template?
This can occur if the PDF template is configured to use a font that is no longer supported in Document360. To resolve the issue, replace the unsupported font with one of the recommended alternatives available in the PDF template settings, and then save the template again.
Can I use the export/import feature to translate content through a third-party translation service?
Yes. You can export articles from Document360 as a ZIP file, share the content with your translation provider, and then re-import the translated content back into Document360 without manually copying or pasting HTML.
When re-importing the translated content, ensure the following:
The original folder and file structure remains unchanged.
The language code in the metadata JSON file is updated to match the target language (for example,
esfor Spanish orfrfor French).The target language has already been added under Settings > Workspace & Localization.
The workspace slug and folder names remain unchanged.
Following these guidelines ensures a successful import of the translated content into the target language workspace.
Can I retain custom fonts and styling in exported HTML projects from Document360?
Currently, Document360 HTML exports do not automatically retain all custom fonts, themes, or styling configured within the knowledge base. Additionally, there is no built-in option to apply custom CSS directly during the export process.
As a workaround, you can manually modify the CSS files within the exported HTML package after downloading the export. This allows you to customize fonts, colors, branding, and overall styling based on your application requirements.
What actions will update this timestamp of the workflow of the article?
The timestamp updates only when:
Changes are made to the article content
The article is saved after modification
The timestamp will not change when:
Simply opening or viewing an article
Clicking into the editor without making changes
Navigating through workflow stages without saving content changes
Why does the Table of Contents (TOC) in exported PDFs show increased spacing between headings compared to PDFs generated previously?
As part of a recent update, the PDF generation library used by the system was changed. The current library automatically adds spacing between headings in the Table of Contents to improve readability and make section levels easier to distinguish visually.
As a result, PDFs generated with the current library may have a different TOC appearance compared to PDFs generated before the library change.
Why does the PDF template selection option appear only for authenticated users in a Mixed project?
In a Mixed project, the availability of PDF download options depends on whether the user is authenticated.
For users accessing public content without signing in:
Multiple PDF download is not available.
PDF template selection is not available.
For authenticated users who have signed in and can access both public and private content:
Multiple PDF download is available.
PDF template selection is available.
The same functionality can be used for content in both public and private workspaces, subject to the user's access permissions.
Why is this behavior implemented?
The PDF template selection and multiple PDF download features require user-specific information during the export process. In particular, the system needs access to the authenticated user's details, such as their email address, which are available only after login.
For anonymous users accessing public content, this information is not available. As a result, the template selection and multiple PDF download options are intentionally restricted to authenticated users.
Summary
Anonymous users can access public content but cannot use PDF template selection or multiple PDF download.
User authentication is required because the export process relies on user information that is available only after login.