EasySIGN Archive or MasonART Archive shows customer data instead of previews

Audience

This article is for EasySIGN Archive and MasonART Archive users who expect to see file or worksheet previews, but instead see customer data or an input page.

Primary use cases

Use this article when:

• EasySIGN Archive shows customer data instead of worksheet previews.

• MasonART Archive shows customer data instead of worksheet previews.

• Folder names are visible, but the expected file previews are not shown.

• Archive appears to switch from previews to customer data.

• A search result opens customer data instead of a file or worksheet preview.

• The user wants to search for files or worksheets in Archive.

Customer scenario

EasySIGN Archive and MasonART Archive can store and show both customer information and file or worksheet previews.

Sometimes Archive appears to show the wrong information. For example, the user expects to see worksheet previews, but Archive shows customer data instead.

This can happen because the view is set to customer data, or because the search was performed using the wrong search option.

Summary

If Archive shows customer data instead of previews, first switch the view back to Previews.

Use:

• Menu → View → Previews

If the issue happens after searching, check the search option. When searching for files or worksheets, use Filename as the search option.

1. Purpose and scope

This article explains how to restore file and worksheet previews in EasySIGN Archive and MasonART Archive.

It covers:

• Switching Archive back to preview view.

• Choosing the correct search option when searching for files or worksheets.

• Understanding why customer data may appear instead of previews.

This article applies to both:

• EasySIGN Archive

• MasonART Archive

2. Symptoms or customer problem

You may see one or more of the following symptoms:

• Archive shows customer data instead of file previews.

• Archive shows an input page instead of worksheet previews.

• Folder names are visible, but no worksheet previews are shown.

• Archive seems to switch away from previews.

• After searching, clicking a result opens customer data.

• The user expects to find files, but Archive shows customer information instead.

3. Cause or background

Archive can display different types of information.

The most common causes are:

• The view is set to customer data instead of previews.

• The search was performed in a customer-data search mode.

• The search result is a customer data record instead of a file or worksheet.

When the user searches in the wrong field or search mode, Archive may show the matching customer data. This can make it look as if the preview function is not working, while Archive is actually showing the type of result that was searched for.

4. Solution

Use the correct view and search option in Archive.

If previews are not visible, switch the view to:

• Menu → View → Previews

If the issue happens after searching, search by file name:

• Customer → Search... → Filename

Then open the result again and confirm that the file or worksheet preview is shown.

5. Step-by-step procedure

Step 1: Switch Archive back to preview view

1. Open EasySIGN Archive or MasonART Archive.
2. Go to Menu → View.
3. Select Previews.
4. Check whether the file or worksheet previews are now visible.

Step 2: Use the correct search option

1. Open EasySIGN Archive or MasonART Archive.
2. Go to the menu Customer.
3. Choose Search....
4. Before running the search, check which search option is selected.
5. When searching for files or worksheets, select Filename.
6. Enter the search term.
7. Run the search.
8. Click the relevant result.
9. Confirm that the file or worksheet preview is shown.

Step 3: Check whether the selected result is a file result

1. If customer data is shown again, check whether the search result is a customer record instead of a file or worksheet.
2. Repeat the search using Filename.
3. Select a file or worksheet result.
4. Confirm that the preview is displayed.

6. Validation

The issue is solved when:

• Archive shows file or worksheet previews again.

• The user can browse folders and see previews.

• Searching with Filename returns file or worksheet results.

• Clicking a search result opens the expected file or worksheet preview.

• Customer data is only shown when the user intentionally opens customer information.

7. Important notes and limitations

• This applies to both EasySIGN Archive and MasonART Archive.

• The English menu wording is Menu → View → Previews.

• When searching for files or worksheets, use Filename.

• In Dutch Archive, the same search option is Bestandsnaam.

• In French Archive, the same search option is Nom de fichier.

• Seeing customer data does not always mean that files are missing.

• If the folders are visible, the issue is often a view or search setting.

• If files are still missing after using Previews and Filename, further troubleshooting may be required.

8. Support checklist

Before escalating the case, check:

• Is the customer using EasySIGN Archive or MasonART Archive?

• Are folder names still visible?

• Is the view set to Menu → View → Previews?

• Does the issue happen only after searching?

• Which search option is selected?

• Has the user searched with Filename?

• Does clicking the search result open customer data or a file preview?

• Are the expected files still present in the archive location?

• Is further file-location or installation troubleshooting required?

9. Conclusion

When EasySIGN Archive or MasonART Archive shows customer data instead of previews, the issue is usually caused by the active view or search option.

Switch the view to Menu → View → Previews.

When searching for files or worksheets, use Customer → Search... → Filename.

Appendix A - Related paths, settings, files, screenshots, examples, or references

Useful menu paths:

• Menu → View → Previews

• Customer → Search... → Filename

Search option names by language:

• English: Filename

• Dutch: Bestandsnaam

• French: Nom de fichier