Source Document Viewer Not Loading

Last updated: February 23, 2026

What to Do When the Source Document Viewer Isn't Loading

Quick answer: The side-by-side source document viewer can occasionally fail to load. This is a known intermittent issue. In most cases, refreshing the page resolves it. If it does not, try viewing a different entry's source first, then return to the original entry.

Tip: If you're trying to find specific information in your documents, Fact Explorer may be the fastest route. Ask Mary a direct question and she'll find the answer with full source references -- no scrolling required. Look for the Fact Explorer tab on your matter.

What You Are Seeing

When you click on a source reference in a chronology entry, the source document viewer should open in a side panel, showing the relevant page of the original document. When this issue occurs, you may see:

  • A blank panel where the document should appear

  • The panel opens but does not load any content

  • The viewer loads briefly then crashes or goes blank

  • The document loads but scrolls to the wrong position, not showing the referenced page

This is typically a result of a lost connection. Refreshing your browser should resolve it. It is not caused by anything you have done and it does not affect your data or chronology.

Steps to Resolve

Try these steps in order:

  1. Refresh the page. Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) for a hard refresh. Then click the source reference again.

  2. Try a different entry's source. Click on the source reference of a different chronology entry. If that one loads, go back and try the original entry again. This can reset the viewer state.

  3. Clear your browser cache. Clear cached data for app.marytechnology.com specifically, then reload the page. Instructions vary by browser:

    • Chrome: Settings > Privacy and security > Delete browsing data > select "Cached images and files"

    • Edge: Settings > Privacy, search, and services > Delete browsing data

    • Safari: Develop menu > Empty Caches (enable Develop menu in Preferences > Advanced first)

  4. Try a different browser. If you are using Safari, try Chrome or Edge. This helps determine whether the issue is browser-specific.

Note on Large Chronologies

If your chronology has a very large number of entries (several thousand or more), the source viewer may be slower to load or more prone to this issue. In institutional abuse or commercial litigation matters with extensive document sets, consider using relevance filters to narrow the visible entries before clicking source references. This reduces the load on the viewer.

Known Limitations

Known issue: The source document viewer can occasionally fail to load due to a lost connection. Refreshing the page resolves the issue in most cases.

If This Doesn't Resolve Your Issue

If the source viewer consistently fails to load after trying all the steps above:

  1. Copy the full URL of the matter from your browser's address bar (it will look like app.marytechnology.com/matters/fms/...)

  2. Note which specific entries are failing to show their source documents (if it is only certain entries rather than all of them)

  3. Note your browser type and version

  4. Email these details to support@marytechnology.com

Providing the matter URL allows our team to investigate the specific matter and identify the root cause. We will follow up with you directly once we have more information.

In the meantime, you can still view your source documents by downloading them from the Documents section of your matter and opening them locally. The chronology entry will reference the document name and page number, which you can look up in the downloaded file.