---
title: "Troubleshoot issues"
canonical: "https://support.appfire.com/space/CVP/69173654/Troubleshoot%20issues"
format: markdown
---
> Macro (aura-html)

<span style="color: #000000">This page lists some of the common problems found in viewing Visio files using the </span><span style="color: #000000">*Visio for Confluence*</span><span style="color: #000000"> app.</span>

| <span style="color: #000000">**Issue**</span> | <span style="color: #000000">**Possible reason**</span> | <span style="color: #000000">**Solution**</span> |
| --- | --- | --- |
| <span style="color: #000000">Diagrams are not being displayed</span> | <span style="color: #000000">Microsoft Visio Viewer ActiveX control</span> | <span style="color: #000000">The control provides almost all the functionality and problems for this support. The app provides the control with the various parameters the user specifies. Issues related to the diagram not displaying are usually resolved locally and are caused by browser security or installation configuration issues. See the other tips and warnings on this page and refer to various issues and discussions to resolve problems for your users.</span><br>> ✅ ### Test if Visio files are displayed correctly!
> ✅ 
> ✅ [Visio viewer test](/wiki/download/attachments/69173253/visio-test.html?version=2&modificationDate=1402672925749&cacheVersion=1&api=v2) <span style="color: #000000">is a simple HTML document using the viewer activeX control only. Use this for testing in your system and browser environment.</span> |
| <span style="color: #000000">Get an error: </span>  
<span style="color: #000000">**This page is accessing information that is not under its control. This poses a security risk. Do you want to continue?**</span> | <span style="color: #000000">Internet Explorer (IE) security settings</span> | <span style="color: #000000">Specifically, enable </span><span style="color: #000000">**Access data sources across domains**</span><span style="color: #000000">. It is recommended to do this only for trusted sites where your Confluence URL is listed as a trusted site. In IE, go to </span><span style="color: #000000">**Internet options**</span><span style="color: #000000"> > </span><span style="color: #000000">**Security**</span><span style="color: #000000"> ></span><span style="color: #000000">** Custom level**</span><span style="color: #000000">.</span> |
| <span style="color: #000000">Get an error: </span>  
<span style="color: #000000">**The Microsoft Office Visio Viewer cannot load the specified URL or file**</span> | <span style="color: #000000">Configuration settings</span> | <span style="color: #000000">It is possible that the </span><span style="color: #000000">**Server Base Url**</span><span style="color: #000000"> under </span><span style="color: #000000">**Administration**</span><span style="color: #000000"> > </span><span style="color: #000000">**Site Configuration**</span><span style="color: #000000"> is not set correctly. Contact an administrator to fix this. You can see the URL that the viewer is attempting to load by looking at the source for the rendered Confluence page.</span> |

> ❌ ### Visio Viewer 2003 users - upgrade required to 2007
> ❌ 
> ❌ [After installing KB973525 on Windows XP SP3 Visio Viewer 2003 stops functioning](http://social.answers.microsoft.com/Forums/en/vistawu/thread/a3a53101-ed31-4b59-9102-df7848143bcd)
> ❌ 
> ❌ - [Upgrade instruction summary](https://studio.plugins.atlassian.com/browse/CVP-9?focusedCommentId=28970&page=com.atlassian.jira.plugin.system.issuetabpanels%3Acomment-tabpanel#action_28970)

## <span style="color: #000000">General recommendations</span>

- <span style="color: #000000">Get the base Internet Explorer (IE) part working first. Most companies that use Visio have significant IE usage and this is the best alternative for that. Follow the tips and information available on this page and other resources elsewhere on how to configure your IE and Microsoft ActiveX client environment to work correctly. Problems with this must be resolved locally.</span>
- <span style="color: #000000">If you want to use the Chrome or Firefox browser from a Windows client, we recommend using an IE tab browser extension for Firefox or Chrome to get IE rendering in those browsers - that is basically the same as the first recommendation above. </span>
- <span style="color: #000000">If you want to use the Chrome, Firefox, or Safari browser for non-Windows clients, you must provide the required conversion path as well as use the IE tab browser extension. A Confluence administrator must follow the instructions in the</span> [How to install SVG conversion support](https://appfire.atlassian.net/wiki/x/PYIfB) <span style="color: #000000">article to do so.</span>