Overview

You are seeing an issue where the text in file/document previews, including Excel, .docx, and .pdf files, displays as blocks, rendering the content unreadable. This issue affects all users and all previously uploaded files.

Solution

This issue was caused due to a new PDF preview feature that was introduced in the latest release. To resolve this issue, kindly contact us and provide the below information:

• Mention your Jive instance's URL.
• Grant permissions to make modifications to your instance.
• There is a Rolling Restart required for the changes to be in effect. Provide a couple of time ranges (along with the timezone) on when this activity can be performed. It is best suited to do this activity during your off business hours.

Once the above activity is completed, you will receive a confirmation indicating that this is resolved.

<supportagent>

1. Run the below query on the customer's Jive instance

SELECT * FROM jiveproperty WHERE name ILIKE 'locale.%';

The output should be something like that

name | propvalue
--------------------------+---------------------
locale.characterEncoding | UTF-8
locale.country |
locale.language | en
locale.timeZone | America/Los_Angeles

2. Make sure locale.characterEncoding is UTF-8 and locale.language is en . If it’s not, then set them from Admin Console > System > Management > System Properties.

3. Go to Admin Console > System > Management > System Properties.

4. Find and delete locale.language system property.

5. Perform a Rolling Restart of the instance as per the customer's time preferences.

</supportagent>