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

Published: March 18, 2021

Affected version(s): CaseView (Working Papers) 2020 Update 2 and earlier

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.