Resolving PDF viewer problems in Document Management System

This article will assist you with resolving PDF viewer issues in Document Management System. Select the applicable issue below for instructions.

Table of contents:

If the computer freezes when trying to open a PDF within DMS:

This sections suggests ways to resolve a computer freeze when attempting to open a PDF file within the Document Management System (DMS) program. These options also work if the DMS PDF viewer doesn't display the PDF.

The problem may be either a damaged PDF file or a bad installation of the DMS program.

First, make sure that the PDF file is viewable:

Use your default PDF viewer application (such as Adobe Reader) to open the PDF file.

1. Right-click on the PDF file in DMS and click Launch Outside DMS.
   • If the PDF doesn't open or you get an error trying to view it with your default PDF viewer, the file may be damaged.
2. Re-print the document to DMS or re-scan it back into DMS.

If you can view the PDF and it's readable outside of DMS, continue to the following steps to correct the issue.

• Try to view the PDF file after performing each step below.

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Reinstall DMS:

For Windows 10 and newer:

1. In the system search bar, type control panel.
2. Select Programs, then Uninstall a program.
3. Double-click the Lacerte DMS or ProSeries DMS.
4. Select Repair and follow the on-screen instructions.

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Delete temporary files:

For Windows 10 and newer:

1. Close all applications.
2. On your keyboard, press Windows key and R. Type %temp% and click OK.
3. Press Ctrl + A on the keyboard to select all the files and folders.
   • This may take some time if there are several thousand files/folders housed in the Temp folder.
4. Once all files are highlighted, simultaneously press Shift + Delete.
5. Click Yes to confirm the deletion of the multiple files/folders.
6. If prompted with a message about deleting read-only files, choose Yes to all.
7. If a message appears stating that a particular file can't be deleted, click OK.
   1. Hold down the Ctrl key and click the referenced file to exclude it from the deletion process.
   2. Repeat this process if it occurs with more than one file.

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To configure DMS exclusion in an anti-virus application:

An anti-virus program with real-time file scanning may affect the performance of a DMS program.

• Contact your anti-virus program's support site for information on how to exclude the folders listed below from real-time scanning.

For the folders are:

• C:\Program Files (x86)\IntuitDMS
• C:\ProgramData\Intuit\DMS

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To exclude the DMS database folder on a network share:

If the DMS database is located on a network share, then the shared DMS database folder needs to be excluded. 

1. To find the location of the DMS database, open the DMS program.
   • The Current Database Path will display the database location at the bottom of the program window.
2. To exclude the DMSTEMP folder:
   • The DMSTEMP folder, which resides in the %TEMP% folder, may need to be excluded from real-time anti-virus scanning. 
   • Refer to the Delete Temporary Files steps above for the location of the %TEMP% folder.

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If the PDF viewer window opens off-screen:

You open a PDF file in Document Management System (DMS), and although the DMS PDF Viewer window shows on the Windows task bar, it doesn't appear on-screen.

Why is this happening?

This often happens because the DMS PDF Viewer is loading on a location off-screen. Using the Move function for the DMS PDF Viewer window should resolve this issue:

1. Click the DMS PDF Viewer frame on the task bar. 
   • The button on taskbar will show indented when clicked.
2. Press Alt key and the Spacebar at the same time.
3. Click Move in the menu.
4. Press the Up arrow key on keyboard and then move mouse to the middle of the screen.
5. When the window appears on the screen, click the mouse again.

If this doesn't resolve the issue, or if you don't see the option to move the window, a Windows registry edit should reset the position at which the window is loading.  

This requires modification of the Windows Registry. Serious problems may occur if the registry is modified incorrectly. Intuit strongly recommends having an IT professional make these changes if you are not comfortable with editing the registry. It's also strongly recommended to make a backup of the registry before proceeding. See here for further instruction.

To reset the DMS PDF Viewer's load position in the registry:

1. Close Document Management System.
2. On the keyboard, press the Windows key + R to open the Run prompt.
3. Type regedit and click OK.
4. Using the folder tree in the left pane, browse to HKEY_CURRENT_USER\Software\Lacerte\DMS\Forms\Sizing.
5. Right-click the Sizing folder and select Delete. 
6. Click Yes on the Confirm Key Delete window.
7. Close the Registry Editor. 
8. Open Document Management System.
9. Try to open a PDF.

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Troubleshooting DMS error - "System error code 8: Not enough storage is available to process this command."

When trying to open documents in DMS, it fails with the following error:

"System error code 8: Not enough storage is available to process this command."

This error can be temporarily fixed by restarting the workstation.

This isn't an error in the application, but a Win32 kernel exception error. This error is usually caused by the lack of pagefile or inadequate size so we strongly recommend to increase the pagefile size and/or memory capacity.

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Troubleshooting DMS error - "The program is unable to load document file."

When attempting to open a PDF in the DMS PDF Viewer, the following message may appear:

"The program is unable to load document file."

Why is this message generating?

This message is generated due to a corrupt installation of the DMS program. Follow the steps in the link below to perform a Repair installation of the DMS program.

How to repair a Document Management System (DMS) installation

If this doesn't resolve the issue, the file you're trying to open is likely damaged. You can check this by trying to open any corresponding .000 file in the Detail folder of the database with Adobe Reader that's around the same date/time as the document you were trying to open in DMS. If it doesn't open with Adobe Reader, the document is damaged and you must restore it from a backup.

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What to when printing a PDF from the PDF viewer produces a blank or partial page

In most cases you can choose Fit to page or Fit to paper in the printing process to resolve this situation.  If this solution does not resolve the issue, choose to launch the PDF outside of DMS and then print the PDF.

To launch a PDF outside of DMS, right-click on the PDF file and click Launch Outside DMS.  The file will then open in your default PDF viewer where you can print the document from there.

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What to do when tax return PDFs in DMS are missing the tax data information

This issue is most likely caused by the fonts used for the input tax data not reading properly.  There are two potential solutions to this: 

Reinstalling fonts:

1. Close DMS and the Lacerte program if open.
2. Navigate to C:\Lacerte\??ax\, where ?? is the last two digits of the current year of the Lacerte program. If you do not have the current year, an older year should still work. 
3. Click on the drop down arrow on the column header Type.
   • This requires the display type to be set as Details. To put a folder into Detail view:
     1. Right-click on the background of the folder.
     2. Go to View and select Details.
4. Scroll down and highlight TrueType (.ttf) font files.  There should be about 18 in total.
5. Right-click on any of the selected files and choose Install.
   • If you receive a pop-up window stating that the font is already installed, click Yes.
6. Restart the computer.
7. Open DMS and view the PDF.

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What to do when the PDF viewer is not working and your using Intuit Hosting

Option 1: Changing your view settings in Intuit Hosting

1. Open file explorer on your Intuit Hosting computer.
2. Select the View menu.
3. Unselect Preview pane by clicking on it.

Option 2: Having PDF's open outside of DMS.

1. Open DMS.
2. From the Tools menu, select Options.
3. Uncheck the View PDF Files checkbox.
4. Try to open a PDF, this should open outside of DMS.

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