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Preview view does not work

Question asked by Salvador Lopez on Feb 19, 2018
Latest reply on Feb 23, 2018 by Salvador Lopez

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Hi everyone, Francesca Shiekh, Tevfik Tümer, Angel Magana, Alex Nassi

We recently made the update to 7.9.3 from version 7.5.2

From the list view in version 7.5, the preview is correctly observed.

When I click on the icon, the preview view shows all the fields that exist in the record view.

However, since we migrated to version 7.9.3, the preview view stopped working, because sometimes it shows only some fields that exists in the record view

and other times, when i click on the icon, it shows me an empty page

I tried to delete the custom preview view to take the out of the box functionality then applied a QRR,

but the problem persists.

Any suggestions?

Thanks in advance

Salvador L.

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Tevfik Tümer Feb 20, 2018 12:32 AM
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Hi,
There must be something went wrong in your upgrade process. I would check followings;
1. See if there are errors happening in the php_error logs.
2. See if there are errors happening in the sugarcrm.log
3. By checking the Chrome Developer tools I would see did API call returns everything expected?
So far I would start from this point. Besides that maybe if anyone else had a similar issue they would share their experiences here. But starting from these points I think you will find out what could be the problem.

Best Regards
Tevfik Tümer
Senior Developer Support Engineer
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- Salvador Lopez @ Tevfik Tümer on Feb 20, 2018 7:01 AM
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  Hi Tevfik Tümer!
  Before creating this post I have already made the recommendations that you suggest, but no error or warning is observed, that's why I decided to open this discussion.
  Anyway, I appreciate your valuable help and I hope that someone has experienced the same problem as me to be able to know their origin.
  Thank you vey much.
  
  Best Regards.
  Salvador L.
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  - Tevfik Tümer @ Salvador Lopez on Feb 20, 2018 7:12 AM
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    Hi,
    
    I follow essentials when it comes to debugging. I was wondering what is your php error level in your php configurations?
    
    Besides that in suggestion #3, It is more like checking what the API sends and returns. In some conditions, customers' customizations are changing the behaviour of Out of Box functionality after upgrades.
    
    If everything works fine, then I would recommend to slowly remove possible related customisation from your test instance until the problem resolves. It is a bit painful, unfortunately. When you don't know what causes the problem this is the best approach try to go back to initial states.
    
    Sorry that I cannot pinpoint the issue at this point.
    
    Best Regards
    Tevfik Tümer
    Senior Developer Support Engineer
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Ben Peterson Feb 22, 2018 9:14 AM

I also had a user report something very similar yesterday. Some fields in the preview were blank. However, when I checked, they were fine for me. When the user tried again today, all fields were shown. So there is some inconsistent behavior there. On 7.9

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Salvador Lopez @ Ben Peterson on Feb 22, 2018 10:53 AM

Thank you very much but I still have the same problem.
So I keep investigating and trying to solve this behavior.

Thanks.

Salvador L.

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Tevfik Tümer

@ Salvador Lopez on Feb 22, 2018 12:18 PM

Hi Salvador,

Did you try to create a case in Support Portal to ask help?

Best Regards

Tevfik Tümer
Senior Developer Support Engineer

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Salvador Lopez @ Tevfik Tümer on Feb 23, 2018 9:55 AM

Hi Tevfik,

Finally solved the problem.

The solution:

I overwrote out of the box preview.hbs file in ./custom/clients/base/views/preview/preview.hbs with the following content:

<div class="block preview-data">
    {{#each meta.panels}}
        {{#each fields}}
            <div class="record-cell field-row{{#if ../hide}}{{#if ../../../hidePanel}} hide{{/if}} panel_hidden{{/if}}">
                <div class="field-label ellipsis_inline" data-name="{{name}}">
            <span class="preview-lock-link-wrapper hide" data-name="{{name}}" rel="tooltip" data-original-title="{{str 'LBL_LOCKED_FIELD_RECORD_VIEW_TOOLTIP'}}" data-placement="left">
                <i class="fa fa-lock"></i>
            </span>
                    {{str  label ../../model.module}}</div>

                <div class="field-value" data-type="{{type}}" name="{{name}}" data-name="{{name}}">
                    <!-- {{field ../../this model=../../model template="preview"}} -->
                    {{field ../../this}}
                </div>
            </div>
        {{/each}}
    {{/each}}
    <div class="field-row">
        <div class="field-label{{#unless hiddenPanelExists}} hide{{/unless}} show-hide-toggle">
            <button class="btn btn-link btn-invisible more{{#if hideMoreButton}} hide{{/if}}"
                    data-moreless="more"
                    data-target=".panel_hidden">{{str "LBL_SHOW_MORE"}}...</button>
            <button class="btn btn-link btn-invisible less{{#if hideLessButton}} hide{{/if}}"
                    data-moreless="less"
                    data-target=".panel_hidden">{{str "LBL_SHOW_LESS"}}</button>
        </div>
    </div>

</div>

As you can see the line:

 was commented

After these modifications and apply a QRR, the preview view works correctly.

but I would like to know if someone knows what is the function of this line commented?

Thanks in advance.

Salvador L.

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