KB170051588: WebCenter - The HTML5 Viewer cannot be loaded / shows a blank screen due to access issues

Summary

This article explains what to do if the HTML5 Viewer cannot be loaded and you see a blank screen instead. This issue can occur if WebCenter does not have access to wcr-static or web-viewer folders on the Web Server.

Symptoms

One or more of the following symptoms may occur:

• The HTML5 Viewer cannot be loaded.
• The HTML5 Viewer just shows a blank page.
• The browser's JavaScript console shows errors:
  
  • Files in webcenterurl/web-viewer cannot be found or could not be accessed (e.g. require.js or config.js).
  • Files in webcenterurl/wcr-static cannot be found or could not be accessed (e.g. require.js or config.js).
• In WebCenter 14.1 and newer: The Troubleshooting Tool test Web Server Static Content [WCR141_TST_040] fails. 

Solution

WebCenter 14.1 and newer

Configure IIS and firewalls to allow access to files located in the wcr-static folder on the Web Server (webcenterurl/wcr-static). The Troubleshooting Tool test Web Server Static Content [WCR141_TST_040] indicates if that directory is accessible or not.

WebCenter 14.0.x

Configure IIS and firewalls to allow access to files located in the web-viewer folder on the Web Server (webcenterurl/web-viewer).

Workaround

A workaround is to use the Java Viewer. You can update your choice via My Preferences. Remark that support for Java applets in browsers is diminishing. The HTML5 Viewer also has a much better user experience.