Media disappears from record

After editing a Microsoft Word file from the Media tab of a Constituent record, when re-opening the media object, the icon is missing and the format of the document is bad. 

We have evaluated this issue as a bug and we have determined it will not be addressed in the program in its current state.  In this case, we believe the risks and challenges outweigh the potential benefit of resolving this issue. We strive to select the most impactful changes and issues to address with each release to accelerate the rate at which we deliver new features while sustaining the highest level of quality for our customers.


We recommend adding any program suggestions to our Ideas Community page. Our developers check here first when building program enhancements to see what our users are most interested in seeing implemented.

Alternate workarounds

  • Open Microsoft Word document from the database view of the constituent record and change the paper size to 8.5" x 11"
  • Open up the Constituent record in web view (RE NXT) and open the attachment from there
  • When uploading to database view do not mark the Display as Icon button

Steps to Duplicate

  1. Log into the database view
  2. Open a constituent record
  3. Navigate to the Media tab
  4. Add a Microsoft Word document by embedding and choosing to display as icon
  5. Save and close
  6. Re-open the same media file and edit the Word document
  7. Save and close the Microsoft Word document
  8. Save and close the media item
  9. Re-open the same media file and the icon is no longer in the window.
    1. Also, when you right click on the window and choose to open the file a Microsoft Word document with all the text appears but the paper size is set to 2"x8.5"
  10. When the attachment is opened in RE NXT from the constituent record, even after the update, the file is OK

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