Prizm Issues Decision Tree
Prizm is the tool used at ShareDo to generate new documents from ShareDo templates and preview existing documents. It runs as a separate Accusoft process and, therefore, has its own Prizm server.
Identifying an issue as a Prizm issue
Your issue with documents might be a Prizm issue if:
- A document bundle is not generating.
- A document preview is not working.
- You get a red error with the words 'prizm' or ‘accusoft’.
- Prepare document functionality not working, and you get a red ‘prizm’ or ‘404’ error.
- You are unable to convert a document to PDF (including converting email attachments to PDF).
Use this decision tree to help you troubleshoot issues with your documents in ShareDo.
Is the issue you're having related to a single document, or are you noticing it in multiple documents?
What is the type of document?
Currently, Microsoft Excel sheets are not supported.
Can you open the document in Word (i.e. not using preview?)
Is the underlying document or document template actually there in the repository?
Does the document work if copied into another blank document of same type?
What is the source of the document? If it is based on a ShareDo document template, the issue is likely due to content blocks or document content.
Try copy the template and then strip content bocks one by one to see if there are any corrupt blocks.
Is there a corrupt content block?
Fix the content block and retry the document.
If there are more content block issues, keep correcting them until the issue is fixed.
If you still have an issue but all the content blocks are fine, go back a couple of steps and continue with the troubleshooting steps.
Assign to ShareDo third-line Document Support. If the issue is still not fixed, it will be assigned to a Product Manager for resolution.
This is the end of the troubleshooting process.
The document is probably corrupt and will need to be assigned to third-line document support to be fixed.
Add the document or template to the repository and you should also validate template was included in release.
This should fix the issue, if it does not, go back a step and continue troubleshooting.
Are you able to preview another document of the same type, e.g. .doc?
What is the source of the document? If it is based on a ShareDo document template, the issue is likely due to content blocks or document content.
Try copy the template and then strip content bocks one by one to see if there are any corrupt blocks.
Is there a corrupt content block?
Fix the content block and retry the document. If there are more content block issues, keep correcting them until the issue is fixed. If you still have an issue but all the content blocks are fine, go back a couple of steps and continue with the troubleshooting steps.
Assign to ShareDo third-line Document Support. If the issue is still not fixed, it will be assigned to a Product Manager for resolution.
This is the end of the troubleshooting process.
Please raise a ticket with ShareDo third-line support.
Is the underlying document or document template actually in the repository?
Does the document work if copied into another blank document of same type?
What is the source of the document? If it is based on a ShareDo document template, the issue is likely due to content blocks or document content.
Try copy the template and then strip content bocks one by one to see if there are any corrupt blocks.
Is there a corrupt content block?
Fix the content block and retry the document.
If there are more content block issues, keep correcting them until the issue is fixed.
If you still have an issue but all the content blocks are fine, go back a couple of steps and continue with the troubleshooting steps.
Assign to ShareDo third-line Document Support. If the issue is still not fixed, it will be assigned to a Product Manager for resolution.
This is the end of the troubleshooting process.
The document is most likely corrupt. Assign the issue to third-line document Support.
This is the end of troubleshooting.
Add in document or template or validate template was included in release.
If the issue is unresolved, go back a step and continue the troubleshooter.
The issue is likely to be with infrastructure - but you should validate if it really is all documents.
Has Prizm worked previously on the environment?
Have ShareDo Devops confirm the Prizm service is running and that no recent upgrades may have interrupted service.
Is it running?
Are any other users on the server impacted? You may need support to check in ShareDo hub.
Restart Prizm Server.
Is the server working now?
Log or investigate any root cause.
This is the end of troubleshooting.
Assign the issue to ShareDo Devops to resolve, and ask them to check for Prizm alerts in SEQ.
This is the end of troubleshooting.
Have support check the Prizm alerts in the SEQ dashboard. Double-check that the issue really is with all documents and get examples. If it isn't with all documents, restart this troubleshooter using the single document option.
If the issue is with all documents, schedule a maintenance window for a reboot, then reboot the Prizm server.
Is the server working now?
Log or investigate any root cause.
This is the end of troubleshooting.
Assign the issue to ShareDo Devops to resolve.
This is the end of troubleshooting.
Restart Prizm server. Is the server working now?
Log or investigate any root cause.
This is the end of troubleshooting.
Assign the issue to ShareDo Devops to resolve.
This is the end of troubleshooting.
Check your environments Prizm configuration in Modeller > Global Features.
Is the config empty or incorrect?
Configure Prizm.
You may need to send a request to ShareDo Devops for the required configuration.
The issue should be solved after Prizm is correctly configured, if not, start this troubleshooter again.
Have ShareDo Devops confirm the Prizm service is running and that no recent upgrades may have interrupted service.
Is it running?
Are any other users on the server impacted? You may need support to check in ShareDo hub.
Restart Prizm Server.
Is the server working now?
Log or investigate any root cause.
This is the end of troubleshooting.
Assign to DevOps. Close Issue.
Have support check the Prizm alerts in the SEQ dashboard. Double-check that the issue really is with all documents and get examples.
If the issue is with all documents, schedule a maintenance window for a reboot, then reboot the Prizm server.
Is the server working now?
Log or investigate any root cause.
This is the end of troubleshooting.
Assign the issue to ShareDo Devops to resolve.
This is the end of troubleshooting.
Restart Prizm server.
Is the server working now, is the issue resolved?
Log or investigate any root cause. This is the end of troubleshooting.
Assign the issue to ShareDo Devops to resolve. This is the end of troubleshooting.