Cannot preview pdf documents in Timeline in Cases

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Posted on by FM-22040757-0

Hello,

it has been a few days now but users cannot preview pdf documents anymore in the Case timeline. They now need to download the document and then see it.

Any idea why this is happening and what a fix/workaround would be?

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FM-22040757-0 66 on at

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Cannot preview pdf documents in Timeline in Cases

Thank you Amit for your help.

In the end for some emails it works and for some it does not. For those that do not work, we are automatically sending them out so most probably there is a setting in our code that creates the issue(probably these are sent as inline attachments).

I have flagged your first reply as the fix,

Best regards

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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Cannot preview pdf documents in Timeline in Cases

May be but can you download the files which are not opening and try to use as attachment for new email and then check.

Ideally this should not be the case.

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FM-22040757-0 66 on at

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Cannot preview pdf documents in Timeline in Cases

Actually in the same timeline there are multiple emails. I noticed that for some the preview works.

For the ones that work I can see then like this

for the ones that do not work in preview and have to be downloaded it looks like this

could it be something related to how the attachments are added to the email?

Thanks

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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Cannot preview pdf documents in Timeline in Cases

Have you tried for some other entity timeline?is it same behaviour ?

and also have you tried with some other PDFs ?

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FM-22040757-0 66 on at

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Cannot preview pdf documents in Timeline in Cases

Hi Amit.

The setting was already on on my Forms. I have a few Apps and I checked in all of them and they were On.

I also unchecked the option and published the App. Then checked it again and published and I still download instead of preview.

I have done this for a timeline that has both pdfs and png files and same result.

For pdfs no matter how the checkbos is I download the file all the times.

For the png, if the setting is on, the preview window pops up (but without showing me the preview) and gives me the option to download the file.

When the checbox is off I download directly the png.

Could it be a setting at the environment level?

Thanks

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Amit Katariya007 10,409 Super User 2025 Season 2 on at

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Cannot preview pdf documents in Timeline in Cases

Hello User,

Check out this setting on timeline control.

Timeline control.

Thank you,

Amit Katariya

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