An issue that some users may encounter in the secure web viewer is the content does not load. This can be caused by a number of variables, as outlined in the table below.
| What's Happening Behind the Scenes | Message to End Users |
| The web viewer is loading. (0-20 seconds) | Your content and the web viewer are loading. We appreciate your patience. |
| The web viewer is still loading, but the connection may be slow. (21-60 seconds) | This is taking a little longer than usual. The web viewer is loading into your browser's cache. The next time will be faster. We appreciate your patience. |
| When the web viewer is loaded, but the document is still loading. | Almost there... Your content is now loading. |
| No progress or activity in a 30 second window after 60 seconds have elapsed. | We are not able to connect to download the web viewer. Check your internet connection and refresh your page. If the issue still persists, you may be behind a proxy server or firewall.* Ask your IT department to whitelist the domain [domain name here]. |
* If the web viewer is not able to load successfully, the proxy server message will appear like this:
This may occur for users who work in very strict IT environments such as financial services, government, and large multinational organizations.
The information in the User Activity Log will report a successful unlock but the content does not load on their screen. This is likely due to a proxy server or firewall blocking the authentication communication to the server.
Suggested action
Have the user ask their IT department to whitelist the domain protectedpdf.com on port 443 (https). If your account uses custom domains, you will need to provide them with that instead.
If you use your company domain or a custom domain for Vitrium-protected content (i.e., view.mycompanydomain.com), then have the user ask their IT department to whitelist that domain on the same port 443 (https).
Read more about proxy server and firewall configuration for Vitrium-protected content here: Proxy & Firewall access