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End User Receives a Server having problems Error After Certain Steps in Veeva Vault - Click Information Icon to Provide Details

/hc/en-us/articles/32082925542811-End-User-Receives-a-Server-having-problems-Error-After-Certain-Steps-in-Veeva-Vault-Click-Information-Icon-to-Provide-Details

2024-12-20 18:03:12 UTC
Question:

After performing certain tasks in Veeva Vault, the following error appears in the following variations, unexpectedly on the top of the Vault User Interface (UI):

These errors have their own underlying causes. The Timezone of the Date Times is in GMT.

Veeva Product Support can investigate the underlying causes of these errors.

This Knowledge Article aims to help determine what information is necessary for Veeva Product Support.

Answer:

Note: If there is a click anywhere in the Vault UI, the Server having problems window disappears.

In the event, there is an Information (I) icon next to the Server having problems error:
1. Be sure to click on it, and provide its content to Veeva Product Support, as this content is needed for further troubleshooting. In the event the error is reproducible and the content of the window is on hand be sure to provide the content into the Product Support Ticket.
  In the event the content is provided in a text format as well as as image that is the most helpful to help the investigation efficiently.
  
  An example how the content of the server having problems may look like:
  
  Raw format:
```
500
Error Console

Internal Error
Sorry, we encountered an internal error.
36d2c66b-e2be-42be-a750-ca931106cef5
```
  The content can differ for each Server having problems Error Window.
2. Ensure to provide a screenshot of the Server having problems red window, as the timestamp as to when the issue occurred are typically displayed there.
3. In the event, the User Name or the User ID of the end user getting the Server having problems error is known, provide this information as well to the Support Ticket.
In the event there is no Information (I) icon next to the Server having problems error:
1. Ensure to provide a screenshot of the Server having problems red window, as the timestamp as to when the issue occurred displayed there.
2. In the event, the User Name or the User ID of the end user getting the Server having problems error is known, provide this information as well to the Support Ticket.
Related Documentation:

Knowledge Base:
- How to Open a Ticket with Veeva Product Support?
Why Bring Forward Annotations is Not Visible for Video Annotations in Vault PromoMats and Medical?

/hc/en-us/articles/4402585274395-Why-Bring-Forward-Annotations-is-Not-Visible-for-Video-Annotations-in-Vault-PromoMats-and-Medical

2025-01-18 08:47:35 UTC
Question:

Why Bring Forward Annotations is not visible for video annotations in Vault PromoMats and Medical?

Answer:

When bringing forward video annotations (notes and links), Vault uses the same time signature and coordinates whenever possible.

By uploading a new version where the file type is different from the video files supported, Vault is not able to detect the timestamp of the annotations.

Therefore, the Bring Forward Annotation button is not visible even if the user has the permissions needed to do so:

The same situation happens when the new version uploaded is a video file and the previous file format is a different file format from the video.

The Bring Forward Annotation icon is not visible in this scenario neither:

Related Documentation:

Vault Help Documentation: How to Bring Forward Annotations on a Video in Vault PromoMats and Medical?
Knowledge Base:
How to View Annotations on a Video in Vault PromoMats and Medical?

/hc/en-us/articles/1260803304549-How-to-View-Annotations-on-a-Video-in-Vault-PromoMats-and-Medical

2025-01-18 07:44:11 UTC
Question:

How to view annotations on a video in Vault PromoMats and Medical?

Answer:

In order to view annotations on a video, follow the steps below:
1. The View Annotation icon will display a number if there are any annotations. Click on Annotate:
2. Vault displays the Annotations mode by default in annotations exist. the annotations and filter, by default, on the right-hand side, click on the arrows to move in between the annotations.
Related Documentation:

Vault Help Documentation: Annotating Videos
What is the Page Level Annotation Option in Vault PromoMats and Medical?

/hc/en-us/articles/360002750333-What-is-the-Page-Level-Annotation-Option-in-Vault-PromoMats-and-Medical

2025-01-18 08:23:16 UTC

Question:

What is the Page Level Annotation option in Vault PromoMats and Medical?

Answer:

Page Level Annotation is a reference not linked to the content.

Example: an Annotation is brought forward from a previous version and not linked to the text.

Related Documentation:

Vault Help Documentation: Viewing Annotations
Why Suggest Links is Not Available in Vault PromoMats and Medical?

/hc/en-us/articles/4403919014555-Why-Suggest-Links-is-Not-Available-in-Vault-PromoMats-and-Medical

2025-01-18 09:02:39 UTC
Question:

Why Suggest Links is not available in Vault PromoMats and Medical?

Answer:

When all criteria are met, the Suggest Links option is available on the document.

There are several possible reasons Suggest Links is not available:
- Suggest Links is not enabled in the Document Type.
- The user is missing Annotate and/or Edit Relationships permission.
- There is no matching Claim.
- The Claim Match Text is not an exact match. This includes punctuation.
Related Documentation:

Knowledge Base: What is the Suggest Links function in Vault PromoMats and Medical?

Vault Help Documentation: Configuring Auto Claims Linking (PromoMats)
What is the Suggest Links Function in Vault PromoMats and Medical?

/hc/en-us/articles/4403164098843-What-is-the-Suggest-Links-Function-in-Vault-PromoMats-and-Medical

2025-01-18 09:03:17 UTC

Question:

What is the Suggest Links function in Vault PromoMats and Medical?

Answer:

PromoMats uses Match Text in Claims to automatically suggest and create a Link Annotation to the Claim using the Suggest Links action.

The Suggested Links feature needs to be enabled in the document type by an Admin user.

The user needs Annotate and Edit Relationships permission.

When enabled and when matching Claims exist, the feature is visible at the top of the document.

When it is run, a banner displays over the search bar:

The user receives a notification once the Suggested Links action is completed:

Within the filters section, it can be observed if there are any Suggested Links found:

Related Documentation:

Knowledge Base: Why Suggest Links is not available in Vault PromoMats and Medical?
Vault Help Documentation: Using Auto Claims Linking (PromoMats)

Send us your feedback: We are always looking for feedback to help improve our Knowledge Base! Please let us know if this article is helpful or provide feedback on how we can improve your experience by clicking here.
What Actions are Blocked When a Document is Archived in Vault PromoMats and Medical?

/hc/en-us/articles/14697362143003-What-Actions-are-Blocked-When-a-Document-is-Archived-in-Vault-PromoMats-and-Medical

2025-01-18 07:47:14 UTC
Question:

What actions are blocked when a document is archived in Vault PromoMats and Medical?

Answer:

When a document is archived, it is not possible to:
- Edit document fields (see note at the end of this article)
- Reclassify a document
- Check out the document
- Re-render the document
- Execute user actions
- See or execute SDK user action
- Start a workflow
- Move a document to a new lifecycle state
- Add or remove:
  - document relationships
  - attachments
  - renditions
- Add, remove, edit, or import annotations
- Add, remove, or edit document-level comments
- Import document links
- Run the Suggest Links action or accept pending links (allows users to reject pending links)s
- Delete:
  - document (allowed with Power Delete permission)
  - document versions (allowed with Power Delete permission)
There are also automatic changes that Vault makes to a document after a user archives it:
- Sets the document’s Merge Fields value to No to prevent changes
- Binds the current version for CrossLink documents to prevent changes
- Populates the Archive Date document field
Note: in certain situations, field values can be modified on archived documents even though users cannot modify them:
- Lookup fields continue to update to display the latest information from the source field.
- Labels for picklist values and object references continue to be dynamic and reflect changes made to those items.
Related Documentation:

Vault Help Documentation: Archiving Documents

Knowledge Base:
- How to Archive or Un-Archive a Document in Vault?
- What Permissions are Needed to Archive a Document?
How to Start a Multi-Document Workflow from the Reports Section in Vault PromoMats and Medical?

/hc/en-us/articles/4408711498651-How-to-Start-a-Multi-Document-Workflow-from-the-Reports-Section-in-Vault-PromoMats-and-Medical

2025-01-18 07:35:41 UTC
Question:

How to start a multi-document workflow from the Reports section in Vault PromoMats and Medical?

Answer:

Multi-Channel Actions and Create Report permission and the State Behavior of the workflow set as Execute is needed.

The user can start a multi-document workflow from the report results following the steps below:
1. From the Reports tab, create the Report and filter as needed. Run the report.
2. Select the affected Report.
3. From the All Actions menu, select Start Document Workflow.
4. Select the workflow from the drop-down menu and click Continue.
5. Select the tasks needed and any other required fields.
6. Click Start.
Related Documentation:

Knowledge Base:
What Version Document Populates the Based On Field in Vault PromoMats and Medical?

/hc/en-us/articles/1260804573849-What-Version-Document-Populates-the-Based-On-Field-in-Vault-PromoMats-and-Medical

2025-01-18 08:24:25 UTC

Question:

What version document populates the Based On field in Vault PromoMats and Medical?

Answer:

The field Based On populates always the version of the document from which the copy is made.

If the document the user made a copy from increases the version number, this is not reflected in the version indicated of the document under the field Based On.

By clicking on the document under the field Based On, Vault redirects the user to the version that the field indicates.

Related Documentation:

Knowledge Base: How Does Make a Copy Work in PromoMats?

Vault Help Documentation: Copying Documents
What are the Restricted Actions for CrossLinks in Vault PromoMats and Medical?

/hc/en-us/articles/360010927973-What-are-the-Restricted-Actions-for-CrossLinks-in-Vault-PromoMats-and-Medical

2025-01-18 08:09:27 UTC
Question:

What are the restricted actions for CrossLinks in Vault PromoMats and Medical?

Answer:

When a CrossLink document's content exists in another Vault, the are multiple actions that are now allowed. Users cannot:
- Upload New Version
- Check Out / Check In
- Make a Copy
- Manage Renditions
- Archive.
Related Documentation:

Vault Help Documentation: Restricted Actions for CrossLinks
How Can Admins Migrate an Email Template Created Using Bee Editor?

/hc/en-us/articles/30182463829915-How-Can-Admins-Migrate-an-Email-Template-Created-Using-Bee-Editor

2024-10-18 14:42:40 UTC
Question:

How can admins migrate an email template created using Bee Editor and still be able to edit the template in the target Vault?

Answer:

Creating BEE Content

A Content Admin that would like to migrate BEE content to a different Vault must have
access to a Veeva Vault with BEE embedded.
1. Enable BEE functionality in the source Vault using the configuration steps mentioned here.
2. In the source Vault, from the top-right corner of the screen, click Create -> Placeholder.
3. In the Choose document type field select the Email Template option.
4. Click Next. Complete all of the required fields for the Email Template and click
  Save.
5. In the top-right corner of the screen, click the ellipsis -> Edit Email.
6. The embedded BEE editor is launched.
  1. Edit the email using the right-hand pane to drag and drop elements into the email
    template.
  2. Keep track of any images that were placed within the Email Template. These
    image files must be sent to the target Vault and loaded into the Email
    Template in that Vault instance.
  3. Once editing is completed, click Save in the top right corner of the screen.
7. Click the Document Files icon on the right. Then, click Download on the Source Document in the dropdown menu to download the HTML document of the email template.
8. Next, click the ellipsis next to Email Editor to download the Email Editor rendition (JSON document) of the Email Template.
9. Download the Assets.
  1. In the right-hand pane click Document Information. Next, expand the Assets section by clicking on the Assets header.
  2. Click the download icon to download the images that were used in the email template.
As previously mentioned, the images used in the Email Template must be passed to the
target Vault. The zip that was downloaded from the Assets header contains all
images used within the Email Template.

The HTML document of the Email Template, JSON document of the Email Template, and all
image files that were included in the Email Template must be passed on to the target Vault.

Loading BEE Content Into the Target Vault

To load BEE content into the target Vault, a Content Admin will require the following:
1. The HTML of the Email Template. In Vault, this is referred to as the Source Document (downloaded in step 7 above).
2. The Email Editor rendition (JSON file) of the Email Template (downloaded in step 8 above).
3. Any images that exist in the Email Template (downloaded in step 9 above).
Once a Content Admin has these files, the following steps should be followed to upload BEE
content to the target Vault:
1. In the target Vault, from the top-right corner of the screen, click Create -> Upload.
2. Upload the HTML of the Email Template. In the Choose document type field select the Email Template option.
3. Click Next. Complete all of the required fields for the Email Template and click
  Save.
4. On the right-hand pane click Document Files.
  1. Click the + icon next to the Renditions section.
  2. Choose Email Editor for the rendition type.
  3. Select Choose a File and navigate to the JSON document of the Email Template and
    select it.
  4. Click Upload.
5. Click the ellipsis in the top-right corner of the screen then Edit Email.
6. The following steps must be repeated for every image that exists in the Email Template.
  1. Select the image element in the left-hand pane, choose Change Image.
  2. From the BEE File Manager, click Upload and upload the image that is being
    changed to the BEE image library. Once the image is uploaded, it will be
    available in the BEE File Manager. Select the newly uploaded image and click Insert.
7. Once all images have been updated, click Save.
8. If the document does not re-render, choose the ellipsis and choose Re-render Document.
Note: If the document is being duplicated in the same Vault, disregard step 6 through 8 of the Loading BEE Content Into the Target Vault section.

Related Documentation:

Vault Help Documentation:
- Enabling Edit Email
- Using the BEE Email Template Editor
How to Show Overprinting in PDF Source Files in Vault PromoMats and Medical?

/hc/en-us/articles/16145162092187-How-to-Show-Overprinting-in-PDF-Source-Files-in-Vault-PromoMats-and-Medical

2025-01-18 07:23:55 UTC
Question:

How to show overprinting in PDF Source Files in Vault PromoMats and Medical?

Answer:

Flattening files before uploading them into Vault can avoid potential issues as flattening removes transparency information and converts images and text to a format that Vault can interpret and render.

At times, when a user attempts to flatten a document, the Print Preview window may not display any images or text, and Vault does not render the PDF Source File properly:

To solve this, users can enable the Simulate Overprinting option as follows:
1. Open the PDF Source File in Acrobat
2. Select File > Print
3. Select Microsoft Print To PDF as the printer
4. Open Advanced options.
5. In the Output section, select Simulate Overprinting, and click OK.
6. Print and save as a PDF copy to replace the Viewable Rendition in Vault.
Related Documentation:

Vault Help Documentation: About PDF Source Files
Why Custom Icons Do Not Display in Vault PromoMats When Using BEE Editor?

/hc/en-us/articles/5197275594523-Why-Custom-Icons-Do-Not-Display-in-Vault-PromoMats-When-Using-BEE-Editor

2025-01-18 08:58:24 UTC
Question:

Why custom icons do not display in Vault PromoMats when using BEE Editor?

Answer:

When users add custom icons to an email template, these icons do not appear, appear as a blank square, or as a broken image icon:

When the custom icon is added to the email template as a URL, or if the user uses social icons, this issue does not happen as the HTML source for these icons includes URLs stored on a website.

However, any images uploaded to BEE Editor and used as customs icons are not automatically added to the Assets folder that Vault creates when the user saves an email template in BEE Editor.

To resolve this, the user needs to do the following:
1. Download the Assets folder.
2. Modify the folder manually to include any relevant icons.
3. Upload the folder to Vault again.
Related Documentation:

Vault Help Documentation: Using the BEE Email Template Editor

Send us your feedback: We're always looking for feedback to help improve our Knowledge Base! Please let us know if this article was helpful or provide feedback on how we can improve your experience here.
How to Upload a Composite Source Rendition in Vault PromoMats and Vault Medical?

/hc/en-us/articles/4593222798875-How-to-Upload-a-Composite-Source-Rendition-in-Vault-PromoMats-and-Vault-Medical

2025-01-18 07:38:00 UTC
Question:

How to upload a Composite Source Rendition in Vault PromoMats and Vault Medical?

Answer:

Edit Fields permission is needed.
1. Click the Document Files tab to see All Files.
2. Find the Renditions section, and click on the plus symbol to add a file:
3. From the dropdown, select Composite Source Rendition, and upload the file by clicking Choose a File.
4. Then, click Upload.
Related Documentation:

Vault Help Documentation: N/A
Why Advanced Logic Syntax is Not Working in a Report in Vault PromoMats and Medical?

/hc/en-us/articles/360057906233-Why-Advanced-Logic-Syntax-is-Not-Working-in-a-Report-in-Vault-PromoMats-and-Medical

2025-01-18 08:39:09 UTC
Question:

Why Advanced Logic Syntax is not Valid in a Report in Vault PromoMats and Medical?

Answer:

Advanced Logic is a feature which allows the users to get a wider selection of records within a report. The connectors OR and AND must be used in the proper way.

There are many reasons why the syntax of the connecter is not valid:
- The filters used in the report do not have a corresponding number. These filters include roles, formula fields, and relationship concerns.
  
  The applied filter is not counted and the syntax fails to validate.
- The selected report type does not support the Advanced Logic feature. If the report type is one of the report types listed below, the Advanced Logic feature does not appear in the Filters:
  
  Workflow
  Multi-pass
  Document relationship
  Binder
  Read and Understood
- The connector AND is used in different field objects. By running the report with fields used in different objects, there are no records found in the report.
Related Documentation:

Vault Help Documentation: Advanced Logic

Knowledge Base: How Does Advanced Logic Work in PromoMats Reports?
What is the Glossary Feature in Vault PromoMats and Medical?

/hc/en-us/articles/11140894767899-What-is-the-Glossary-Feature-in-Vault-PromoMats-and-Medical

2025-01-18 08:11:43 UTC
Question:

What is the Glossary feature in Vault PromoMats and Medical?

Answer:

A glossary is a set of terms and their definitions. When this feature is enabled in Vault, users can select words and short phrases, or enter a word or phrase in the search bar, and look for approved Glossary Definitions within Vault, or in approved external search engines.

Related Documentation:

Vault Help Documentation: About the Glossary & Definitions

Knowledge Base:
- How to Configure the Glossary Feature in PromoMats?
- How to Use the Glossary Feature in PromoMats?
How to Use the Glossary Feature in Vault PromoMats and Medical?

/hc/en-us/articles/11140852241435-How-to-Use-the-Glossary-Feature-in-Vault-PromoMats-and-Medical

2025-01-18 07:40:42 UTC
Question:

How to use the Glossary feature in PromoMats and Medical?

Answer:

Users must have View Content permission on the document to search the glossary and copy Glossary Definitions.

The glossary opens to the left of the document by clicking the Glossary () button, or by pressing CTRL+G on Windows™ or CMD+G on Mac.

Users can perform a search by manually entering and editing text in the Search Glossary field, or by holding down the G key and selecting text in View or Annotate mode.

Apart from the approved glossary definitions, Vault also displays search results from an external search engine if one has been configured. By clicking the external search link, users can view the search results in a pop-up window.

Clicking on the Copy Definition () button allows users to copy a Glossary Definition.

To close the glossary, click the Glossary button, or press CTRL+G on Windows™ or CMD+G on Mac.

The glossary is not accessible in the Notes and Thumbnail views, on video documents, and on token-based or public viewers.

Related Documentation:

Vault Help Documentation: Searching the Glossary

Knowledge Base:
- What is the Glossary Feature in PromoMats?
- How to Configure the Glossary Feature in PromoMats?
How to Edit the Library View in Vault PromoMats and Medical?

/hc/en-us/articles/1260803082189-How-to-Edit-the-Library-View-in-Vault-PromoMats-and-Medical

2025-01-18 08:15:16 UTC
Question:

How to edit the Library View in Vault PromoMats and Medical?

Answer:

Users can add or remove customized Views from their Library.

To add or remove a view from the Library, follow the steps below:
1. Open the Library tab.
2. Click on the pencil to edit the view.
3. A pop-up window opens. Click on the red minus symbol to remove a view or on the green plus symbol to add a view.
Related Documentation:

Vault Help Documentation: Using Custom Views

Knowledge Base: How to Create a Custom View in PromoMats?
What is the Library Detail View in Vault PromoMats and Medical?

/hc/en-us/articles/360009532553-What-is-the-Library-Detail-View-in-Vault-PromoMats-and-Medical

2025-01-18 08:13:50 UTC
Question:

What is the Library Detail view in Vault PromoMats and Medical?

Answer:

The Detail View lists documents in rows. This view shows a thumbnail of the document and document fields.

Compare with the following views:
Related Documentation:

Vault Help Documentation: Using Library & Document Tab Layouts
What is the Bulk Update Limit for Document Changes in Vault PromoMats and Medical?

/hc/en-us/articles/360006078393-What-is-the-Bulk-Update-Limit-for-Document-Changes-in-Vault-PromoMats-and-Medical

2025-01-18 08:10:41 UTC

Question:

How many documents can be changed during a single bulk update in Vault PromoMats and Medical?

Answer:

Bulk Update functionality allows users to make changes on up to 1,000 documents at once.

Related Documentation:

Vault Help Documentation: Using Bulk Document Actions
Who Receives Delegation Notifications in Vault PromoMats and Medical?

/hc/en-us/articles/360010991294-Who-Receives-Delegation-Notifications-in-Vault-PromoMats-and-Medical

2025-01-18 08:34:03 UTC
Question:

Who receives delegation notifications in Vault PromoMats and Medical?

Answer:

While an account is delegated, Vault sends notifications to both users:
- The person who set up the delegation
- The delegated user
These notifications do not include the links to Vault content. The delegated user must sign into the Vault to access the content.

These notifications cannot be turned off.

Related Documentation:

Vault Help Documentation: Delegation Scope

Knowledge Base:
How to Log in with Delegate Access in Vault?

How to Delegate Access in Vault PromoMats and Medical?
How to Open a Ticket with Veeva Product Support?

/hc/en-us/articles/360001873433-How-to-Open-a-Ticket-with-Veeva-Product-Support

2024-11-12 14:24:14 UTC
Announcement:

Beginning 11/15/24, the process for submitting tickets to Veeva Support and Services groups will be updated on the Veeva Product Support Portal. The new process will help us better support you.

Submit tickets to Veeva Support and Services using one of these articles:
References:
- Veeva Global Support Policy
- How to Contact Veeva Support (for End-Users)?
How Does Following an Article or Section Work on the Veeva Support Portal?

/hc/en-us/articles/28887684787099-How-Does-Following-an-Article-or-Section-Work-on-the-Veeva-Support-Portal

2024-09-04 15:00:50 UTC

Question:

How Does Following an Article or Section Work on the Veeva Support Portal?

Answer:

Users may follow an article or section on the Veeva Support Portal. However, they should be aware of the Zendesk functionality that occurs.

When a section is followed, any time a new article is added to that section causes an email notification to be sent to all followers of that section. However, when an article is followed, it will not cause a notification email to be sent when the article is updated or changed.

Related Documentation:

Vault Help Documentation: N/A
New Search Engine - How to find Knowledge Articles that you need?

/hc/en-us/articles/19977448817051-New-Search-Engine-How-to-find-Knowledge-Articles-that-you-need

2024-09-04 18:57:32 UTC
Overview:

We have implemented a native federated search engine to help our customers find the information they need more easily. In addition, when they search for knowledge articles, it will show them the source of the content:
- Articles - written by Support Agents
- Product Help - broken down by product pages that contain that exact word or phrase
- Community posts
The following example shows a search on Vault id. The search engine tries to find all articles that contain the word Vault or the word Id anywhere within the article. On the right-hand side of the screenshot, the Search Results display brief previews of content matching the search criteria. Based on the Source that is selected on the left, the right side list of results changes.

This search shows that numerous results matched that criteria. Notice that 3209 Articles are returned due to a wide search range.

To refine the search, enter "Vault id" as the search criteria. The double quotes are used in the search criteria to allow the search engine to find any content that contains that phrase. The sources of the resulting content appear on the left side of the search results. Notice that 36 Articles are returned due to a narrow search range based on that exact phrase.
How to Submit a Product Enhancement Request for Veeva Products?

/hc/en-us/articles/17930772893211-How-to-Submit-a-Product-Enhancement-Request-for-Veeva-Products

2024-09-04 18:58:17 UTC
Question:

How do users submit an enhancement or feature request for Veeva products?

Answer:

As of November 5th, 2022, all product suggestions should be made through Veeva Connect.

To submit a Product Enhancement Request:
1. Log in to Veeva Connect.
2. Navigate to the Communities tab.
3. Locate the community dedicated to the product the Enhancement Request is for. (For example, Approved Email, Vault QualityDocs, etc.)
4. Select Add A Post to create a new posting. (Users will need to be subscribed to the community before they are allowed to post.)
5. Fill out the post with all necessary information such as the title, message, any relevant images, etc.
6. Click Post.
Users will receive an email notification when there is a response to the posting.

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