Troubleshooting

We're doing our best to create eWizard with a user-friendly interface and easy-to-follow processes. However, due to eWizard's functionality richness, it can be a little puzzling. So we've created the Troubleshooting section to cover all your questions that may occur in your work.

New content item

? The converted e-Detailer is very slow.

Make sure the images in your source PDF file or media in your source PPT/PPTX file meet the requirements for conversion.

? e-Detailer conversion fails.

Make sure your PDF meets the requirements.

? The images of the converted PPT/PPTX presentation are low-quality

Make sure your PPT/PPTX file meets the requirements.

? Text font weight displays incorrectly after the PPT/PPTX file conversion into e-Detailer.

When converting a PPT/PPTX file into an e-Detailer, each font is automatically registered with a default font weight of 400 (regular). To ensure proper registration of semi-bold or bolder fonts—such as Arial Black (900), Britannic Bold (700), or Bahnschrift SemiBold (500)—activate the bold style in Microsoft PowerPoint with the B button. This allows the system to correctly detect and apply the intended font weight.

If the issue remains, contact eWizard Support.

? I can't convert PDF files into emails and email fragments.

Since eWizard Converter doesn't support PDF transformation into emails and email fragments, we recommend the following solution:

1. Convert your PDF file into the PNG format with any suitable conversion service.

2. Create an email or email fragment in My library.

3. Open your content item in eWizard Editor and add the image component to the content item layout.

4. On the Properties tab, click BROWSE to upload the converted PNG file from your device.

5. Save changes.

After the file upload, you can modify it only as an image.

Editor

? I can't add video on the content item layout.

• Make sure the file size doesn't exceed the recommended 250 MB.

• Check if your video file format is supported by eWizard.

? I can't find the component I've just added.

In e-Detailers, new components are placed on the bottom slide layer. Access it with Tree and move the desired component higher.

? I need to position my text vertically.

To change the text direction:

• In eWizard Editor, press the Enter key after each typed letter in text-based components.

• In the third-party text editor, position your text vertically and take a screenshot of it. In eWizard Editor, use the image component and add the screenshot to the content item layout.

? When I duplicate table elements, the border width between the original and duplicated elements might double

If borders are doubled, you can change the required border value on the Styling tab.

? Essential shortcuts don't work in Editor.

Make sure the shortcuts are properly configured in your OS. The default shortcuts currently supported by Editor are as follows:

Action	macOS shortcuts	Windows shortcuts
Undo	Command+Z	Ctrl+Z
Redo	Shift+Command+Z	Ctrl+Y
Copy	Command+C	Ctrl+C
Paste	Command+V	Ctrl+V
Paste without formatting	Shift+Command+V	Ctrl+Shift+V

? I can't delete a component in Editor with the delete key on my MacBook.

Make sure you're simultaneously holding the fn and delete keys (this works for the default settings of your MacBook only).

? I need the link in emails, email fragments, or email briefs to remain plain and avoid being automatically transformed into a hyperlink in email clients

In eWizard Editor, select the required text and click on the Properties tab to prevent transforming text to hyperlinks in email clients. The button is available on demand. Contact the administrator for details.

? My email, email fragment, or email brief displays incorrectly in email clients.

For blocks, placeholders, and components with corner radius settings, or when content is organized in rows and columns across several placeholders, select the Desktop view image and Mobile view image checkboxes on the Styling tab. This setting helps your design display consistently across email clients.

? GIF displays as static screenshot in test email.

The issue occurred because a GIF is added as a video poster, which appears as a static image in test emails. To resolve this, replace the video component with an image component, and insert the GIF file directly. This ensures the GIF displays and animates correctly in the email preview and when sent.

Slide reuse

? When I reuse a slide with the Open slide action assigned, the action is discarded in the target e-Detailer.

To restore this functionality, manually add the Open slide action to this slide in the target e-Detailer.

? After reusing a slide, I see the Review links added to this reused slide notification.

Please check and verify all links on the reused slide components to ensure they function correctly in the new context of the target e-Detailer.

? After reusing a slide, I see the Removed eWizard tokens from the reused slide: this e-Detailer is built with the outdated eWizard.js framework and doesn't support this feature notification.

In this case, the eWizard token was automatically removed during the reuse process due to framework incompatibility. To resolve this issue, please submit a request to DCF to update the eWizard.js version in your template. You can check the current eWizard.js framework version of your e-Detailer on its Details page.

? On my reused slide, I see the text containing references broken into several lines.

Manually adjust the text component width to accommodate the full text and prevent unwanted line breaks.

Font support

? What font types can I use in eWizard Editor?

You can use web safe and custom fonts.

? I want to use a specific font that's missing in eWizard Editor.

Address your Server license on this font to eWizard Support.

? My email appears in a different font on the target devices and in email clients.

Your email is displayed on the target device using a fallback font.

? I want to check my email display on different target devices and in email clients.

You can run Send test email or Device simulator for these purposes.

? After the e-Detailer localization process is complete, the texts of the resulting e-Detailer are displayed in a different font.

The font applied to the original e-Detailer doesn't support the language used for localization. You can select any other suitable font available in the WYSIWYG editor. Or address your request to eWizard Support.

? The resulting AI-avatar video contains text fonts different from those in the source PPT/PPTX file.

To ensure proper display of text fonts after the PPT/PPTX conversion into AI-avatar video, use fonts supported by the video editor in your source PPT/PPTX.

? I've exported my email as PDF. The resulting file contains inappropriate text styles.

eWizard doesn't support the font applied. You can select any other suitable font available in the WYSIWYG editor. Or address your request to eWizard Support.

? I need to use a font that displays the Japanese language correctly.

Select Noto Sans JP from the font list in Editor. To check the font applied to your email, use the Send test email or Device simulator options in Editor.

Publisher

? I can't select some field values during publishing.

• Make sure the field dependencies are kept during publishing. When in doubt, ask the administrator for field dependencies information.

• Check with your administrator if there's no status conflict or if your content item hasn't been previously published to Veeva Vault. Please note that content item update through publication can be performed not in all statuses.

? When publishing the email to Veeva Vault as interactive, I see the warning about its exceeding length

For correct synchronization with Veeva CRM, remove the extra characters specified in the warning or contact the email developer to optimize the build. Republish your email after changes.

? Images of the email published to SFMC don't render correctly in Chrome.

To set the image rendering in Chrome:

1. Go to your SFMC account.

2. In the browser address bar, click the icon to the left of the web address.

3. Select Site settings.

The Settings page opens in a new tab.

4. In the Permissions list, find Insecure content and select Allow for it.

Your changes are saved automatically.

5. Reload the SFMC page to apply your settings.

? When publishing or exporting my email, the padding in the resulting email package differs from the values I applied in Editor.

You can go back to Editor, modify any email property or styling option, save your changes, and publish/export your email again. The padding in the new resulting email package will match your setup.

Localization

? A translator can't access the e-Detailer sent for localization.

Check whether you protected the link with a password. If so, send the password to the translator. Read more on localization here.

NaviGate Converter

? The conversion of a Veeva Vault document fails.

Check your inbox for the email with the conversion failure reasons. One of them can be the unsupported merge tags in the Veeva Vault document. You can replace these merge tags with valid values or remove them from the document. For any assistance, address your request to eWizard Support.

Pulse

? The e-Detailer shows blank page in Pulse mobile.

Synchronization or caching issues in Pulse mobile can prevent e-Detailer from loading. To solve the problem:

• [Reinstall]((/docs/pulse/mobile/index) the app on your device.

• Resync all e-Detailers to ensure proper loading.

If the issue remains, republish the e-Detailer and then resync it within Pulse mobile.