Proofs not loading issues (new and legacy viewers)

Forum|Forum|7 years ago
August 21, 2018
15 replies
2760 views

Is anyone else experiencing issues with proofs not loading in the integrated system? For about 2 months, we have users report that when they attempt to open a proof using the new proofing viewer they get an error "Proof not loaded try again." When using the legacy viewer, the screens opens up to solid gray. If we close the window and reopen, the proof opens fine. I've been working with our Workfront Support person, but he and the development team have been unable to replicate it on their side. I was leaning towards the possibility that it was our network, however I've encountered the same issue at home on my personal computer and network. Workfront suggested it's our network, so I have opened a ticket with our internal IT, however I am curious if anyone else has had the same problem. Side note: this was happening prior to the 2018.2 release. Wendy White AmeriCredit Financial Services, Inc. dba GM Financial

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DenverLe

Level 3

Was there any update on this issue? One of our user's today is experiencing this issue. Whenever she opens any proof (any project, any version, any doc, new or existing) she is getting the error message "Proof not loaded. Try Again". She is on a Mac and using Chrome. She has been a user for around three years and this has never been an issue. She's restart her computer, logged out of Workfront, we've removed her proof licenses and then reapplied it. Any thoughts? Denver Lemont Cardinal Health

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ChadLe

We are having this same issue in Chrome since Friday, 11/16. However, it is working correctly when using Firefox and IE. A ticket has been opened with Workfront if you would like to reference when you contact Workfront - Support Request #1172788. Chad LeVake Securian Financial Group, Inc

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DenverLe

Level 3

We were able to figure out the issue. In the browser settings, somehow cardinalhealth.com/proofhq was blocked. We were able to unblock the site and everything started working again. We believe this was caused from a browser update. Denver Lemont Cardinal Health

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JillAc

Level 10

For me, when they turned on the new proofing tool the defaults about which tool would open changed, and then the ability to update the defaults was removed from my instance. I called support and they put the default setting options back in and by experimenting with the variations I was able to get everyone (almost) happy. Nobody is happy that it takes 2 clicks to see an email – because I didn't make the desktop proofer a default as that was causing other issues when viewing a PDF.

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