Known issues

This release of WorkZone contains the following known issues at the time of release, as well as any known mitigation or work-around.

WorkZone Client

The Share > In mail menu for cases and document is not visible, although WorkZone for Office client is installed

This might happen, if you have manually removed the custom font installed by WorkZone for Office.

Workaround: Reinstall the WorkZone for Office client on your local machine and do not remove the custom font.

The Share > In mail > Attach as PDF option is unavailable for PDF/UA documents

For PDF/UA documents, the Share > In mail > Attach as PDF option is unavailable (displayed as greyed out).

Trying to download a PDF/UA document from the Preview pane generates a regular PDF file instead

Currently, PDF/UA documents can only be downloaded from the Preview pane as regular PDF files.

Workaround: Download a PDF/UA document directly or send it by email.

PDF/UA validation in WorkZone fails for PDF documents that contain hyperlinks

Currently, WorkZone validation cannot auto-tag hyperlinks in the PDF documents. We are working on a solution for future versions. See possible errors and their workarounds below:

This means that there are hyperlinks in the PDF document that are not tagged with a link structure. You can fix this by converting the hyperlinks to plain text in the original Word document.

Workaround:

  1. Right-click the hyperlink.
  2. From the action menu, select Remove hyperlink. The link will become plain text.

This means that PDF documents has links that are not tagged with an alternative text. You can fix this by converting the hyperlinks to plain text in the original Word document.

Workaround:

  1. Right-click the hyperlink.
  2. From the action menu, select Remove hyperlink. The link will become plain text.

WorkZone 365

OAuth authorization for Outlook Online fails in Safari browser

For purposes of security and privacy, Safari 12 includes the Intelligent Tracking Prevention (ITP) 2.0, which does not allow the browser to set any 3rd party cookies and treats the cookies set by Identity Providers as 3rd party cookies.

Workaround: Disable the ITP setting (go to Preferences > Privacy tab, and deselect the Prevent cross-site tracking option under Website tracking).

Mail categories for emails saved to WorkZone are not supported for Microsoft Exchange 2019

Mail categories for emails saved to WorkZone are only supported with Microsoft Exchange Server Online. This functionality is not supported with Exchange Server 2019.

The WorkZone Meeting pane for a new meeting loads forever (macOS only)

On macOS machines, if the Outlook meeting does not contain any text in the email body, the WorkZone Meeting pane will be stuck on loading.

Workaround: When creating a new meeting event, add some text to the email body before opening the WorkZone Meeting pane.

WorkZone Teams

On macOS machines, you do not see the documents or cannot add new cases in WorkZone Teams

This could happen, if you have changed your password, but MicrosoftTeams has stored your previous sign-in information, causing an improper sign-in to WorkZone. In this scenario, no error message will be displayed in Teams, only an empty window with the spinning circle.

Workaround: Delete your old sign-in information from Teams by following these instructions from Microsoft: How to completely remove Teams from Mac. This will not remove the Teams application itself, only delete all saved information. After following the instructions, restart the Teams app, and you will be able to sign in with your new password.

WorkZone Process

SmartPost: The PDF/UA validation of the merged documents does not always work if the attachments have different file formats

If the SmartPost message contains attachments with different file formats, for example Word and PDF documents, the first PDF/UA validation of the original documents is successful, but the second PDF/UA validation that validates the merged document sometimes fails due to an Aspose issue. The merged document is generated but it is not PDF/UA compliant. A correction is pending Aspose at the time of this release.

You can click Approve in the task/smartmail to send the message with a non-PDF/UA compliant document or cancel the process and disable PDF/UA before you start a SmartPost process with attachments of mixed file formats.

WorkZone Mass Dispatch

Messages are not sent if their recipient cases are deleted during an ongoing Mass dispatch process

If a user deletes the case template, the default case, or any of the recipient cases that are specified in the Cases sheet, while the Mass dispatch process is running, the messages that had these cases as recipient cases will not be sent. The Mass dispatch process completes successfully but no error message is shown to the user or in the history document.

To avoid this issue, do not delete recipient cases that are mapped to contacts in the Case sheet, the case template, or the default recipient case.

WorkZone Mobile

PDF/UA documents and validation reports cannot be opened from the PDF/UA validation failed task 

It is not possible to open the documents and the PDF/UA validation report from the first PDF/UA validation failed task (before documents are merged) in the WorkZone app. In the second PDF/UA validation failed task (when the documents have been merged), you can open the documents but not the PDF/UA validation report. 

To work around this issue, you can open the documents on the Browse tab in WorkZone Mobile. Tap Browse in the navigation pane, and select the documents that have failed the PDF/UA validation to open them in the WorkZone app. 

For information about sending PDF/UA compliant documents with SmartPost, see Send PDF/UA compliant documents.