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.

Microsoft Excel crashes on Microsoft Office 2016 if opened from WorkZone Client

This issue is only relevant for customers with extended Office 2016 support.

Excel crashes on Office 2016 when it is opened from WorkZone Client. This is not a WorkZone issue. To solve the issue, install all Microsoft Office updates. For information about updating Office, see the Microsoft article Update Office with Microsoft Update.

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.

Some AI entities for redaction might provide incorrect suggestions

For AI suggested redactions (available under Advanced PDF > Redaction pane > Search using AI), the following entities might work incorrectly: 

  •   Legal code section: The resulting suggestions are not exact. We recommend not to use this entity in the 2023.3 version.
  • Dates: Sometimes not all digits within the dates are found and/or suggested for redaction.
  • Phone numbers: Sometimes the resulting suggestions include other numbers than the phone numbers.

Reports are saved as regular PDF files after PDF/UA validation

PDF/UA validation often fails for standard and custom reports, as well as case documents selected for print to a PDF file. These reports are still available as regular PDF files.

WorkZone 365

When DateTime or Date custom fields are set to be mandatory, 'Date/Time is required' warning is displayed immediately after configuring the custom field

Workaround: If you enter an invalid date format, the last valid date from this field will be automatically inserted instead. If you enter an invalid time format, the last inserted valid time will be automatically inserted instead.

Add-in warning after trying to add new fields during case creation in WorkZone 365 (only for Office 2019 with Internet Explorer 11)

On Office 2019 with Internet Explorer 11, when configuring a new case dialog from WorkZone 365, a warning that "This add-in is not responding" is shown after you add a few fields.

Workaround: Close the warning and continue to add the needed fields.

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.

Searching for contacts fails in the Submission (Extended) process

When users try to forward a submission task by using the Forward button, the search for the contact to forward to fails when the there is a large number of contacts. The issue occurs when opening the Approve Submission task from Outlook when there is a large number of contacts on the list. The search works when opening the Approve Submission task from WorkZone Client.

Case activities: MergeDocument activity effect does not support remerge of a document

If the MergeDocument activity effect refers to a document with merge fields that have already been merged, the activity will be shown as successfully completed despite that the remerge of the document was unsuccessful.

New NgDP dispatchers have the same names as old e-Boks dispatchers

After upgrade, new NgDP dispatchers are created instead of the new versions e-Boks dispatchers. The names of the old e-Boks dispatcher and the new NgDP dispatchers are identical, which makes it difficult to see which dispatcher is used by the e-Boks message handler service workflow.

To work around this issue, you can set an end date on the dispatcher that you don’t want to use and make sure that the e-Boks message handler service workflow points to the dispatcher without end date.

SmartPost messages are not sent to copy recipient (same as recipient)

After upgrade, messages are not sent to the copy recipient if the copy recipient is the same as the recipient.

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 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.

Mass dispatch processes fail if a contact that exists in the recipient list is deleted

Mass dispatch processes fail if a contact that exists in the recipient list is deleted while the process is running.