CRE: Oops! Something went wrong with File Preview

Symptom: 

When selecting a document in the SSP to display with the Content Rendering Engine (CRE), a pop up comes up saying “Oops! Something went wrong with File Preview”. Running the CRE health check from the CRE server is successful but running the same health check from either the device accessing the SSP or the SSP server (typically the Device Services Server) fail. 

 

Resolution:   

This is a networking issue.  Both the user’s device accessing SSP and the SSP server (typically the Device Services server) need to be able to access the Content Rendering Engine server.  If the health check response from the CRE server is different than the health check response from the either the user’s device or the SSP server then networking needs to be updated. 

 

Below is health checks that can be run to show if this is a networking issue.  When running the healthcheck, the version of the CRE should be returned (e.g. Version: 1.0). If the check in step 1 is successful but the check in Steps 2 or 3 fail then this is networking issue.

 

1.     Verify health Checks Locally on the CRE Server:

On the CRE server run the following command:      curl –ak https://localhost/awhealth

 

2.     Verify the device can reach the RFS server. 

Note: You should not receive a cert error with check.  The  <CREURL> needs to be replaced with the appropriate url that was configured for the Content Viewer (e.g. https://cre.company.com).

 

On the device that is accessing the SSP open a browser and go to <CREURL>/awhealth    (e.g. https://cre.company.com/awhealth)

 

3.     Verify the SSP server can reach the RFS server.

Note: This is only applicable for OnPrem Customers and if the the DS server is using an outbound proxy then that needs to be taken into account.   Saas customers can simply run the below health checks from and outside network.  You should not receive a certificate error when running the check.  

 On the SSP server open a browser and go to <CREURL>/awhealth  

 

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