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Exported or printed CaseView graphs and cell-based images appear blank or blacked out

Updated:
Jun 16th, 2021

Issue

After a recent Windows Update, exported or printed CaseView graphs and cell-based images appear blank or blacked out in the output file. Images that are inserted directly into a paragraph (Insert | Picture) are unaffected.

Solution (Working Papers 2020)

Perform a Windows Update, then contact CaseWare Support to request the hotfix.

Workaround (Working Papers 2019 or earlier)

Roll back the Windows Update based on your version of Windows 10. This workaround is not recommended and should only be completed at your own risk.

To determine your Windows 10 version:

  1. Open the Windows Start menu and click Settings.
  2. Click System | About.
  3. Under Windows Specifications, check the Version.

To roll back the Windows Update:

  1. Open the Windows Start menu and click Settings.
  2. Click Update & Security | View update history | Uninstall updates.
  3. Search for the update based on your Windows 10 version. Note that your version may have one of two different updates.
    Windows 10 Version Update
    20H2 KB5000802 or KB5001649
    2004 KB5000802 or KB5001649
    1909 KB5000808 or KB5001648
    1903 KB5000808
    1809 KB5000822 or KB5001638
    1803 KB5000809 or KB5001634
    1703 KB5000812
    1607 KB5000803 or KB5001633
    1507 KB5000807 or KB5001631
  4. Select the update and click Uninstall.
  5. Complete the uninstallation prompt.

If you continue to experience the issue after rolling back one of the two updates for your Windows 10 version, check your system for the other update and uninstall it as well.

Alternative workaround (Graphs only)

If you do not want to roll back the Windows Update, you can enable the New Look function in the graph’s properties. Note that this workaround may change the appearance of your graph and require further customizations.

To enable New Look:

  1. In CaseView, right-click the graph and select Edit Graph.
  2. In the Graph Properties dialog, click Format (1/2).
  3. Select New Look. Click OK.

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