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AMS - Unable to open document

AMS - Unable to open document

Problem

This document provides step-by-step instructions for troubleshooting and resolving issues when a user is unable to open documents within AMS.

Solution

  1. Launch the AMS application.

  2. Navigate to System Settings within AMS.

  3. Check the default email application settings:

    1. If the default is set to New Outlook, switch it to Classic Outlook or the version previously known to be compatible.

      • This step addresses known compatibility issues where AMS’ document viewer may not integrate properly with the New Outlook interface.

  4. Restart the computer to apply changes fully.

  5. After reboot, verify that the user can now open documents within AMS.

  6. Confirm that there are no further issues related to document access or other AMS functionalities.

AMS integrates tightly with Microsoft Outlook for document handling and email generation. Compatibility issues can arise with newer Outlook versions or updates.

Always ensure AMS and all integrated software (including Microsoft Office/Outlook) are updated to the latest supported versions recommended by Vertafore (the AMS vendor).

If switching the default email client does not resolve the issue, check for other causes such as file corruption, insufficient permissions, or AMS software patch updates.

Users should have the appropriate permissions to open documents and access network drives where documents are stored.