Introduction

When attempting to view PDFs of archived documents in Spindle Self Serve, the below error may appear:

Warning! Failed to download document, please contact administrator

The most common cause for this issue is the credentials for the user used to access the documents via Spindle Document Capture needing to be re-entered.

Resolution

When logged into the Spindle Self Serve portal as an Administrator user, navigate to Settings >Documents.

In the Spindle Document Capture section, click Test Connection and Save:

If an error message appears, re-enter the password for the user, then click Test Connection and Save again.

If the issue persists, please contact Draycir Support.