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How to resolve issues loading PDF documents

If you encounter issues loading PDF documents, it's usually due to your network and you'll need to speak to your IT team for help

The following information will help your IT team or network administrator resolve PDF Viewer connectivity issues.

The PDF Viewer displays the message: Failed to fetch

What happens

The PDF Viewer displays an error message "Failed to fetch"

Screenshot 2021-12-09 at 23.07.17

Why this has happened

Your computer or network has blocked connections to https://assets.ctfassets.net.  This is the Content Delivery Network used to host our PDF documents.

How to resolve the issue

Contact your IT team or network administrator and ask them to allowlist https://assets.ctfassets.net so that your computer or network can connect to it.

The PDF Viewer displays a loading symbol

What happens

The PDF Viewer shows an indefinite loading spinner, and the PDF document never loads.

Screenshot 2021-12-09 at 23.11.55

Why this has happened

Your computer or network has blocked connections to https://auth.pdfjs.express.  This is the domain that validates our license key for displaying PDF documents.

How to resolve the issue

Contact your IT team or network administrator and ask them to allowlist https://auth.pdfjs.express so that your computer or network can connect to it.

See also

To prevent future issues, ask your IT team or network administrator to allowlist all the domains listed on the What domains do I need to permit? page.