Problems with viewing the proofs
If the proof content is not loading and you can only see an empty ProofHQ Viewer, it’s most likely because something is blocking this action locally. You may want to troubleshoot and see if one of the following is causing the problem:
- Ensure your browser and Flash Player versions are up-to-date
- Ensure your local Flash Storage is available
- Ensure the proofs are opening in the desired browser on the desired computer
Ensure your browser and Flash Player versions are up-to-date
All developers constantly work on their applications and they regularly release new features and fixes for their products. This is to improve user experience and maintain security level so it’s the best practice to use only the newest versions. This also helps avoiding conflicts between the applications.
Flash Player plugin version
To check your current Flash Player version visit the Adobe website.
If your version number differs from the one listed for your platform go to the Flash Player download page and get the latest version.
Please note: we do recommend using the original Adobe plugin, so if your browser uses a built-in solution deactivate it and install the Adobe solution.
You can read more about the Flash Player plugin on our System Requirements help page.
Nowadays most of the browsers update automatically, but if you’re experiencing any troubles it’s worth checking what version you’re using and perform update, if needed.
In your browser go to Menu and locate the About option (in some cases this may be visible under Help menu). In the About pop-up you’ll find information about the current browser version and also an option to update/check for updates.
Please see in Chrome:
Once your have the latest Flash Player plugin and browser version installed try to re-open your proof and see if the issue is resolved.
Ensure your Local Flash Storage is available
Our ProofHQ Viewer is based on Flash, and we store some data about the proofs (i.e., comments, proof tiles, ProofHQ Viewer settings) on your computer using Flash Player. If the ProofHQ Viewer opens, but there is no content inside you will want to make sure that the Flash Storage is available on your machine and that ProofHQ is allowed to use it.
If there is some storage allocated, but you’re working with the bigger proofs with multiple pages and comments try to increase the Flash Storage and re-load your proof.
Please see our Flash Storage help page for the detailed instructions.
Identify where the problem is
Are the proofs opening in a different browser?
If you’re using one browser on a daily basis and you’re having trouble with viewing the proofs there try to open the same proof in a different browser on your computer. To do this simply copy the proof link from the URL bar of your main browser and paste it into a different browser. If the proof opens ok there, review your main browser configuration, plugins and extensions as these may be interfering.
Please note: We do not have any preferable browser, but if you’re having any performance issues in your current browser we would advise switching to a different one.
Are the proofs opening on a different machine in your location?
If your proof is not opening in any browser on your machine try to open it on a different computer in your location and/or outside your location. This will allow you to determine if an issue is down to your particular machine or if it’s something in your local network.
If your security level is higher your connections to ProofHQ may be blocked by:
- your local AV software
- your network security solution
- DNS, firewall or proxy configuration
Please note: These are the settings that are beyond our control. There are various security solutions available and we are not able to tell which are implemented in your network and which may be blocking connections to ProofHQ. It is also not up to ProofHQ to decide on your internal security configuration. If you’re having problems with opening the proofs on the multiple machines in your location/network we would recommend you to get in touch with your IT team so they could check the network settings and authorize/whitelist ProofHQ, if needed.
Our test proof below may help to determine what exactly is being blocked.
Can you view our test proofs?
If you’re having troubles with viewing the proofs please try opening our test proofs by clicking on the links below:
See which of the above proofs load successfully (i.e. you can see the proof image in the Proof Viewer) and which do not. Then compare your results with the chart and discuss with your IT team.
Please also contact our Support team if you need any assistance from our end.
|Most probable cause||A||B||C||D|
|Calls from the ProofHQ Viewer to the ProofHQ server are being blocked, most likely by your proxy|
|Sub-domains are blocked most likely by your firewall or proxy|
|Calls to rackcdn.com (our cloud host) are blocked, most likely by your proxy|
|Calls to rackcdn.com (our cloud host) are blocked on the sub-domain, most likely by your proxy|
|Issue with the proof (contact our Support team with the proof details)|
If your browser and Flash Player plugin is up-to-date and your network is not blocking the connections to ProofHQ there may be something in your browser that is affecting viewing the proofs. Nowadays there are multiple plugins and extensions available in your browser and some of them interfere or are in conflict with the others.
Please visit the pages listed below for more detailed instructions from the developers on how to disable the browser add-ons:
If there is any particular add-on interfering with loading the proofs you can try checking the details in the browser’s console.
Troubleshoot with the browser’s console
In most of the newer browsers there are some additional Developers tools available and they can be used for more advanced troubleshooting.
If you’re having troubles with viewing the proofs:
- Open your browser’s console and re-load the proof.
- Check if there are any alerts or messages in the console - these details can help identifying what’s the root cause of the issues.
- Have your IT team to analyze the results - they should be able to advise and help resolving the local problem.
- Share the results with our Support team - we will be happy to assist.
If you don’t know how to open the console in your browser, please see the recorded steps:
You can also check your browser developer’s documentation for more detailed instructions.
Check Mixed content settings
Please note that all of the connections to ProofHQ are over HTTPS. However, in the ProofHQ Viewer we load the tiles over HTTP and the data is secured with the tokens. This creates Mixed Content that some of the browsers or security solutions may be blocking (by default or as per manual configuration).
If this is the reason why the proofs are not opening on your computer (you should be able to see the relevant alerts in the browser’s console) authorize such connections for ProofHQ or amend your settings to allow passive mixed content on your machine. The mixed content may be blocked by your browser, AV software, network configuration etc - to determine the exact cause please get in touch with your IT team/network administrators. They should also be able to help with enabling the mixed content on your machine.
Please do get in touch with our Support team if you need any assistance from our end.