Troubleshooting Tips

Problem Description Solution
The following error message appears in the Status Monitor: 

"First page timeout (60) expired. Failed to convert file to PDF"

This may happen when the printing application tries to interact with the user and the user doesn't respond or printing takes so much time that the timeout expires.

  1. Configure the printing application properly. Set options that respond to the printing application.
  2. If printing of some documents requires more time than what is specified in the timeout options, try to increase the conversion timeouts.
Service hangs or appears to stop running after the first job, and images stack in the work folder. The Status Monitor shows the following message:

"Error: native application could not be found. Failed to convert file to PDF"


The service cannot detect the correct program responsible for handling the print operation for the specified file in the work folder.

To fix this problem you need to make sure you have at least one program managing the file-printing operation for that file type. You can simply check this by right clicking on one of the file types and check if the default action for "PRINT” exists. Change the settings under your Windows Explorer > Tools > Folder options> File types.

Status Monitor shows one of the following warning messages:

"PDF Converter: Bookmarks depth (#value#) is invalid and have been set to 1",

"PDF Converter: Bookmarks start page (#value#) is invalid and have been set to 1",

where#value# is some non-numeric value.

These messages mean that you have entered a non-numeric value in the Start from page number field or in the Bookmarks tree depth field. In this case the component automatically changes the entered value to 1.
Bookmarks are not generated for the specified fonts. Please make sure that generated PDF contains fonts of exactly same sizes. Since font sizes in the output document are aligned to the specified resolution it is recommended to set resolution to a multiple of 72 (144, 288, etc). Also, please make sure that the page size of the output document is the same as you've specified. Some applications (like MS Word) may scale document's fonts in some combinations of document's layout and paper size. In this case you should set page size to be equal to the document's page size and do not print additional document elements (like comments and changes). Also, for correct generation of bookmarks, it is recommended to turn OFF the Font embedding option.
PDF/A validation of the generated PDF document fails and the Preflight profile contains the following error message:

"%Property% mismatch between DocumentInfo and XMP metadata"

, where %Property% is one of the Document Property field names, for example, Author.
To avoid this problem, use empty fields of the Document Properties and do not use bookmarks.
PDF/A validation of the generated PDF document fails and the Preflight profile contains the following error message:

"Type 2CID font: CIDToGIDMap invalid or missing".

To avoid this problem, do not select the Multilanguage support option.
The generated PDF document is not validated as PDF/A compatible.
  1. If you use the Adobe Acrobat 7 Preflight for validation, select the Acrobat 7 compatible option.
  2. If you use some other tool for validation, for example, Adobe Acrobat 8 Preflight, select the Acrobat 8 compatible option.
HTML and HTM files always fail during conversion. The Default configuration for the PRINT operation on any Microsoft system with Internet Explorer is the following:

"C:\Program Files\Microsoft Office\Office10\msohtmed.exe" /p %1

located at Folder Options> File Types > HTM from Windows Explorer. You need to have an application managing such operations like MS Word for example. Another workaround is to use the VBscript to modify the HTM file to be Word-friendly and print through MS Word. Refer to knowledge base for script information.
Local RRTs cannot be drag-and-droped into some controls of the component's GUI. Try entering the desired RRTs manually.
The orientation and paper size settings are ignored when printing TIFF or JPG images. When creating a PDF document from TIFF or JPG images, some print application (for example, MS Print Pictures, MS Paint, IrfanView) ignore orientation and paper size settings specified in the component and use their own default settings. The solution is to allow the service to interact with the desktop and set these settings manually in a print pop-up window.