SAP 3D Visual Enterprise Side Panel not displaying JT file

We are trying to use the SAP 3D Visual Enterprise Side Panel from transaction CV03N. The Side Panel display. However, all of the various sections of the Side Panel are empty. Any suggestions of how to resolve this problem would be appreciated.
We traced the interaction between the browser and the server using Fiddler. We can see a web service call going out to sap/bc/nwbc/nwbc_ext2int. When we look at the calling parameters (see below), only the Document Number (DOKNR) field is being passed. Shouldn't the Document Type, Document Part, and Document Version be part of the call?

Hi Steven,
I don't know what version of SAP 3D Visual Enterprise Viewer being used, however please can you make sure you are using the most up to date version and patch level available via the SAP Service Marketplace and reassess the issue above again thanks. If this does not resolve I would advise you to create an Incident in the SAP Support Portal under component CA-VE-VWR (Embedded Viewer)
Kind regards,
VE Support Team

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2.     Is it possible that my problem cause by missing/wrong portal role setup or wrong mapping between CRM role to Portal Role? If yes, can guide me how to check authorization of customer ID in portal, which is related to product, FAQ, problem, and solution?
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