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An attachment or the mail doesn't show in the source pane

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The source pane does not show a file or part of the e-mail. First download the file and open it on your computer, to compare the order with it.

Showing a file and Hyperfox reading it are separate. Hyperfox can have read a file that the pane cannot show.

"Preview not available"​

The pane shows the file name and "Preview not available" for a Word, Excel or OpenDocument file.

Cause: Render Office Documents is off in your environment. The pane shows these files only through Microsoft's online viewer. That viewer receives a link to the file, so your data leaves the Hyperfox network. With the setting off, the pane does not show these files.

Fix:

  1. Click Download (arrow) on the file's chip.
  2. Open the file on your computer.

To see these files in the pane, ask your admin to have support switch on Render Office Documents. The setting is listed under Documents.

"Preview could not be loaded"​

The pane shows the file name and "Preview could not be loaded" for a JSON, XML, CSV or RTF file.

Cause: To show these files, Hyperfox fetches the file and converts it. The message means that fetching the file failed, or that its content is not valid JSON, XML or RTF. An example is a file named .rtf that holds something else.

Fix:

  1. Reload the page. Hyperfox fetches each file again when the page opens.
  2. If the message stays, click Download (arrow) on the file's chip.
  3. Open the file on your computer.

If the download fails too, contact support at [email protected] and mention the inquiry id and the file name. How to report a problem with an order to support lists what else to send.

A grey pane where a PDF should be​

The chip of a PDF opens an empty grey pane. The browser can also report that it blocked the page.

Cause: The file reached Hyperfox labelled as a web page, or labelled as plain text with a name that does not end in .pdf. The pane then shows the file as a web page with scripts switched off, and the browser does not open a PDF there. A file named .pdf that is labelled as plain text, or that has no type, opens in the PDF viewer.

Fix:

  1. Click Download (arrow) on the file's chip.
  2. Open the PDF on your computer.
  3. Contact support at [email protected] and mention the inquiry id and the file name. The label comes from the channel that the e-mail arrived on.

Also send the other details that support needs.

A Word or Excel file shows an error from Microsoft​

Instead of the file, the pane shows an error page from Microsoft. Cropped, that page can look like an empty white pane.

Cause: Hyperfox does not draw Word and Excel files itself. Microsoft's online viewer fetches the file from Hyperfox through a link and shows it in the pane. When Microsoft cannot fetch or open the file at that moment, Microsoft shows its own error page. Hyperfox cannot see that error, so Hyperfox cannot show a message of its own.

Fix:

  1. Reload the page. Hyperfox gives Microsoft a new link to the file.
  2. If the error stays, click Download (arrow) on the file's chip.
  3. Open the file on your computer.
  4. Contact support at [email protected] and mention the inquiry id, the file name and the time you saw the error.

Add a screenshot of the whole pane to your e-mail, with the other details that support needs.

The PDF viewer shows an error in red​

The pane shows a technical message in red instead of the PDF.

Cause: The PDF viewer could not fetch or draw the file, and shows the error text it received.

Fix:

  1. Reload the page.
  2. If the error stays, click Download (arrow) on the file's chip.

If the download fails too, contact support at [email protected] and mention the inquiry id, the file name and the error text. How to report a problem with an order to support lists what else to send.

The PDF is blurry when you zoom in, or you cannot select its text​

The PDF looks soft or blurry when you zoom in, or you cannot select and copy its text.

Cause: The PDF viewer draws each page at twice the resolution of your screen or more. After you zoom, the viewer draws the page again at the new size, up to 200%. Text you can select comes from the text inside the PDF. A scanned page, or a photo saved as a PDF, holds a picture of the text and no text. Such a page is only as sharp as the scan, and it has no text to select. Such a page also gets no AI highlights. The viewer draws a very large page at a lower resolution, because the browser limits how large a drawing can be.

Fix:

  1. Stop zooming for a moment. The viewer draws the page again at the new size, and the page becomes sharper.
  2. If you need a sharper page, a larger zoom or the text, click Download (arrow) on the file's chip.
  3. Open the PDF in your PDF reader.
  4. If your PDF reader shows the PDF sharp and with selectable text, but the pane does not, contact support. Write to [email protected] and mention the inquiry id, the file name, your browser and the zoom level.

Also send the other details that support needs.

To get a sharper document, ask the customer to send the PDF their own system makes, not a scan or a photo.

The highlights of an order are on another order's page​

The PDF holds several orders, and AI highlights marks rows on a page that belongs to another order.

Cause: On a PDF that holds several orders, Hyperfox puts the highlights of each order on the pages that list most of its items. When orders share items, a highlight can appear on the page of a different order.

Fix:

  • Compare the lines of the order with its own pages of the PDF, not with the highlighted rows.

If the problem persists, contact support at [email protected] and mention the inquiry id and the page numbers. How to report a problem with an order to support lists what else to send.

You cannot zoom in on a picture​

A picture is too small to read, or the browser zoom only makes the whole screen larger. The picture can be a JPG or PNG file, or a photo of an order.

Cause: The image viewer has its own zoom, from 100% to 400%, separate from the zoom of your browser. At 100%, the picture fits the pane, and the viewer never shows it larger than its own size. Zooming further enlarges the pixels of the picture itself, so a small or low-resolution picture becomes blurry.

Fix:

  1. Point to the picture and turn the mouse wheel, or click Zoom in (plus) on the toolbar above the picture. After you click the picture, + and - zoom too, and 0 returns to 100%.
  2. To move to the part you want to read, drag the zoomed picture.
  3. To use more of the screen, click Fit to width or Open fullscreen. Rotate clockwise and Rotate counter-clockwise turn a photo that arrived sideways.
  4. To see the whole picture again, click the percentage between the zoom buttons (Reset zoom to fit).
  5. If the picture stays too small or blurry, click Download (arrow) on its chip.
  6. Open the picture on your computer.

To get a readable picture next time, ask the customer to send the original photo or file, not a screenshot of it.

A picture in the mail body is missing​

The Message chip shows the text of the e-mail, with an empty spot or a broken image where the sender pasted a picture.

Cause: An e-mail stores a pasted picture as an attachment of its own. The pane shows the body as it was received and does not put those pictures back in place.

Fix: Click the picture's chip, next to Message.

An attached e-mail or another file has no chip​

The e-mail has an attachment, but the source pane shows no chip for it.

Cause: The pane gives a chip only to files that it can show. An attached e-mail (.eml or .msg) has no chip of its own. A file in another format has no chip either, such as a .zip archive, a PowerPoint file or a file without an extension. Whether Hyperfox reads such a file is a separate question, answered in Which attachments Hyperfox reads.

Fix:

  • For an attached e-mail, open the original e-mail in your mailbox. When the Message chip shows Download (arrow), you can also download the e-mail with it.
  • For another file, open the original e-mail in your mailbox.

If the problem persists, contact support at [email protected] and mention the inquiry id, the file name and what the pane shows. How to report a problem with an order to support lists what else to send.

See also​

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