When documents can't be viewed in ABS Document Manager, the issue is typically related to workstation setup, installation procedures, or outdated Adobe software - not the ABS software itself. Here's how to quickly diagnose and resolve these problems.
Quick Diagnosis Process
Answer these two key questions:
- Does the problem occur on one workstation or all workstations?
- Do you see a PDF viewer error message? (e.g., "Sorry, we were unable to display... in the default PDF viewer")
Solution 1: PDF Viewer Error Message
Problem
Outdated or discontinued Adobe Acrobat version
Symptoms: Error message mentioning PDF viewer or display issues
Most Common Cause: Adobe Acrobat XI (discontinued October 15, 2017)
Solution
- Download and install Adobe Acrobat Reader DC (free)
- Uninstall old Adobe versions if problems persist
- Restart ABS after installation
This upgrade provides enhanced functionality and current security updates.
Solution 2: No PDF Error Message
If ALL workstations affected:
Problem: Server/Host computer configuration issue
Check: ABS3 folder sharing permissions on the Host computer
- Folder must be shared with full permissions
- All workstations need access to the shared ABS3 folder
- Contact your IT professional for secure folder sharing setup
If ONE workstation affected:
Problem: Individual workstation permissions
Most Common Causes:
- Workstation lacks permission to access Host computer files
- Network connectivity issues between workstation and Host
- Local security settings blocking file access
Resolution Requirements
This typically requires assistance from your local IT professional or ABS support. For ABS support to help, you'll need:
- Host computer name
- Host computer Administrator username
- Host computer Administrator password
Important
Only provide this information to authorized ABS support personnel.
Prevention Tips
During Installation:
- Complete all ABS installation steps on the Host computer
- Verify folder sharing is properly configured
- Test document access from all workstations before going live
Ongoing Maintenance:
- Keep Adobe Acrobat Reader current (DC version)
- Monitor for security updates that might affect file permissions
- Test document viewing after Windows updates
When to Get Help
Contact your IT professional for:
- Network permissions and folder sharing setup
- Windows security configuration
- Multiple workstation connectivity issues
Contact ABS support for:
- Software-specific configuration questions
- Installation procedure verification
- Assistance with Host computer setup (with required credentials)
The Bottom Line
Document visibility issues are almost always environmental rather than software-related. Most problems resolve quickly with updated Adobe software or proper network permissions. When in doubt, start with the simple solutions before involving IT professionals.
Quick Checklist
- Current Adobe Reader DC installed?
- Proper folder sharing configured?
- Network permissions set correctly?
These three items resolve the majority of document visibility issues.