Why a Call Document Is Read-Only or Will Not Load
The Details and Resolution documents on the call screen arrive separately from the rest of the call, so each card can show a message while it waits, and a different one if its document cannot be shown. This page explains each message and what it means for saving the call.
What do the loading messages on a call document mean?
A message on a document card of the call screen tells you what the card is waiting for. A short wait shows nothing at all; after a little over half a second, the card says which of these it is:
- Loading the Details document… (or Loading the Resolution document…): the document is on its way to your screen.
- Waiting for the Details document…: shown on the Resolution card. The Resolution document opens only after Details has finished, because opening both at once made the Details document, the one the engineer reads first, take much longer.
- Loading the editor…: the document has arrived and the editor that shows it is starting.
- Opening the Details document…: the editor is drawing the document. On a call with long documents and many pictures you can watch the text and then the pictures appear.
While any of these messages is showing, the document cannot be typed into, so nothing you type can be replaced by the document arriving underneath it. Save at the top of the call screen stays off until both documents are in, with the reason "Loading the documents…". The call's fields can still be changed meanwhile.
Why is a call's document shown as plain, read-only text?
The call screen shows a document as plain, read-only text when its formatted version could not be loaded, or when the editor could not open it. A warning at the top of the card says which, for example "The formatted Details document could not be loaded" or "The formatted Details document could not be opened by the editor", followed by: "Its text is shown here read-only, and saving the call will leave both documents exactly as they are."
The text underneath is the document's words without their formatting, so you are not left with a blank card; while it is on its way the card says "Loading the text…". If even that cannot be fetched, the card says "The text could not be loaded either:" with the reason; if the document has no words at all, it says "This document has no text."
To try again:
- Select Try again in the warning on the card. The call screen fetches and opens the formatted document again.
- Check the card. If the document opens this time, the editor takes over and the documents can be edited again.
If the plain text itself failed, the Try again beside "The text could not be loaded either" fetches the text again.
Why can't I type in the Resolution document when only Details failed?
When either document of a call cannot be shown, the call screen makes both documents read-only, not just the one that failed. The other card says so: "Read-only: the Details document could not be opened. Saving the call will leave both documents exactly as they are." (or the same about the Resolution document). The toolbar of the document that did open is greyed out, except the zoom buttons, so you can still read it comfortably.
Both are locked because the two documents are saved together, in one step. If the one that opened could still be edited, the changes typed into it would be silently dropped by a save that has to leave the failed one alone. Being told up front that neither can be edited is better than finding out later that your notes were not kept.
You can still change and save the call's fields. The Unsaved changes bar says "The documents will be left as they are.", and the save writes the fields only, leaving both documents exactly as they are in ABM. Anything you typed into a document before the lock stays on the screen, and ABM Service still counts it as unsaved work if you try to leave the call.