(Resolved) Odd issue in Hyland OnBase

[JLogan3o13]

We have recently begun rolling out an upgrade to version 2.5.312.1 for our enterprise. Through initial testing I have identified an issue with one of our core applications, and am hoping someone has either seen something similar, or can provide some suggestions on troubleshooting.

The product in question is Hyland's OnBase, which is our enterprise content management suite. Insurance claim files are scanned into the system, doing away with paper copies. Since the upgrade, when an adjuster attempts to open a pdf file from within OnBase, the normal pop up window opens but it remains blank. It is not until the user resizes the pop up window that the pdf becomes visible. As some of the workflow is through batch jobs, this workaround isn't feasible. I did confirm the following:

• This process works fine with the previous version (2.5.210).
  OnBase does not use any hard-coding, it is set to use whatever the system default for PDF files is.
  OnBase uses the IE AddIn to display the pdf file.
  I have tried moving from our corporate version of IE (9) to 10 and 11, with no change in behavior.
  I have attempted the process as a local administrator (our users are not), with no change in behavior.
  I have downloaded and installed the latest version of PDF-XChange Viewer from the website on a test machine, but it exhibits the same behavior.
  Embedded pdf files work well in actual web pages such as our company intranet where users can view their pay stubs. It seems only to be in this application.
  There have been no recent updates/changes to the OnBase application.

Again, any thoughts or suggestions would be greatly appreciated. I have a similar post going in the OnBase forum, but the company's typical response it "nothing has changed on our end, it must be your viewer".

[Patrick-Tracker Supp]

Hello JLogan3o13,

Thanks for the post. This is the first "new" issue we have seen with the viewer in quite some time. Have you tested builds 214.2 and 313.2?

The only changes made between 214 and 313 is the licensing method so that the viewer will accept the new serial key format of the Editor.

Please do note that the Viewer has been effectively discontinued and replaced by the more advanced PDF-XChange Editor. Please install the latest version here for testing: https://www.pdf-xchange.com/PDFXVE5.zip

If the issue is still present in the Editor, we are likely to address it. However it is not likely that we will address the issue in the Viewer as all development therein has stopped in favor of the Editor.

I do apologize if this causes some inconveniences for you and I hope the above will help you come to a resolution.

Cheers!

[JLogan3o13]

Thank you for the information. I missed the change notification on the webpage completely regarding the Viewer EOL. I downloaded the Editor, and have confirmed that works in our document management application. I will continue to test the other applications, but it appears at this point this thread is resolved. Thanks again.

[Patrick-Tracker Supp]

Always happy to be of assistance