Who is this article for?

Administrators troubleshooting Document Properties issues.

Document module access is required.

If the History tab under Document Properties fails to load for one specific document while loading correctly for all other documents, the cause is likely hidden control characters in the revision history data.

Understanding what causes this issue

Hidden control characters can be introduced into document revision notes during copy/paste from external sources such as Word documents or PDFs, or during document import. These characters are invisible in the interface but cause the system to fail when attempting to retrieve and render the history data for that revision.

Because the issue is tied to the data stored for a specific document revision, it affects only that document — all other documents load their history correctly, and the problem is not related to user permissions or browser settings.

Example: A user can open the History tab for every document in the system except one. For that specific document, the tab displays "The data could not be loaded." Restarting services and clearing the browser cache make no difference. The issue is isolated to revision history data for that document containing hidden characters introduced when revision notes were pasted in from a Word document.

Note: This issue cannot be resolved by restarting the application pool or services. The hidden characters exist in stored data and require a backend data correction to remove them.

Resolving the issue

There is no in-application setting or configuration change that resolves this issue. The correction requires Ideagen Support to identify the affected revision and remove the hidden characters from the stored data at the backend level.

To contact Ideagen Support, provide:

• The Document ID of the affected document
• Confirmation that the History tab loads correctly for other documents using the same account, to rule out permissions as a cause
• Approximately when the issue started, and whether any recent edits or imports were made to that document around that time

Tip: To reduce the risk of this occurring on future document revisions, avoid pasting revision notes or "Changes Made" content directly from Word or PDF files. Instead, paste into a plain text editor first (such as Notepad) to strip hidden formatting and control characters, then copy from there into the system.

Important: The document itself and its published content are not affected by this issue — only the History tab for that document fails to load. The document remains fully accessible and functional while the backend correction is being arranged.