Resolutions for Common DocConverter Error Codes

Resolutions for Common DocConverter Error Codes

Resolutions for more commonly encountered error codes.

Notes:

• See the DocConverter SDK manual for a list of of Doconverter result status codes.

-5 Cannot open the specified file.

Probable Cause

The file path is likely invalid.

Resolution

Make sure the path to the file is valid and accessible.

-11 There was a remote call or multi-threading issue. 

Probable Causes

• The wrong server IP address or wrong server port address may have been used.
• The server may have a firewall preventing inbound calls over TCP.

Resolutions

• Check the server IP address and port address used in the remote call.
• Ensure that your firewall allows inbound calls over TCP.

-12 The NDN Proxy is not running.

Probable Cause

The NDN Proxy service may have crashed or may have been stopped and not restarted. If not running, local and remote will both fail.

Resolution

Restart all ActivePDF services.

-19 Timout

Probable Cause

A port number other than 52525 is used with a COM application. 

Resolution

Use Port Number 62625.

-99 File-Specific Conversion Hangs

While converting documents from multiple sources, specific documents hang and do not convert completely. The system attempts to display dialog boxes on the main console which, in some cases, may not be readable.

The APConv.log indicates that the processor application could not be started:

WD23 3924 02/11/2008 11:23:46 Unable to launch application. Error code : -2146959355 ()

NOTE: While the error code -2146959355 is referenced in other articles, they do not apply to this particular situation.

The log file may also display following error message:

SRV 3708 02/08/2008 18:24:57 Process hung (). Killed and restarted. C:\Documents and Settings\Administrator\Desktop\DCInput\TestDoc1.doc moved to C:\Documents and Settings\Administrator\Desktop\DCError\TestDoc1.doc

Probable Cause

ActivePDF DocConverter's particular usage of Microsoft® Word does not allow for an interactive interchange with Word during the conversion process. Therefore, DocConverter may hang if Word is requesting a user response or intervention, as evident from the attempted display of dialog boxes.

Word provides additional capabilities for certain files that implement Microsoft online templates, requiring the Microsoft installation discs to be made available during conversion, so the associated .dll/.exe can be loaded. Once the files have been added, Word offers the user the option to make use of the added assistance or resources associated with using Microsoft online templates.

NOTE: While the activation of Intelligent PDF or incorrectly defined signatures may cause similar symptoms, changes to these did not resolve this issue.

Resolution

In order to resolve the conversion application (i.e., MS Word) issue, the default DocConverter user account needs to first be replaced with a new Local Administrator account. Under this account, you will be able to change the application settings necessary to prevent specific documents from experiencing hangs and/or failed conversions. Perform the following steps to resolve the issue:

To change the default DocConverter Local Administrative account

1. Click Start, then Run. Type mscand click OK.
2. Right-click ActivePDF DocConverter and select Properties.
3. Click Log On and replace the default DocConverter user account with an appropriate Local Administrator account (e.g., ".\Local_Admin") with password.
4. Click OK and then exit the Services window.

To resolve the requirements of Word by responding to input requests 

1. Logon using the newly created Local Administrator account and launch Microsoft Word.
2. Respond to all requested actions (e.g., provide requested installation discs).
3. Open a file that is causing a hang in conversion to confirm that it can be opened in Word without issue.
4. If a dialog box is displayed, perform the necessary action to prevent Word from displaying the dialog during conversion (typically, this means selecting No, Do not ask again, or something similar).
5. Close Word and run a DocConverter application to confirm reliable operation. The dialog boxes should no longer display during conversion.

-201 An exception occurred while processing an API request.

Probable Cause

This is usually a failure to upload the file to the processing server.

Resolution

Check permissions that might prevent the successful copying of the file.

-204 System.Security.SecurityException error

Probable Cause

A System.Security.SecurityException error was encountered while waiting for the Print to PDF conversion to complete. This error also occurs when the SDK is unable to create the OutputDirectory.

Resolution

Enable DebugMode in the DocConverter SDK by setting dcObj.DebugMode = true. Doing so creates the DocConverterUserObj.log, which contains more information.

-208 Exception error creating the OriginalsDirectory in .NET.

NOTE: To view the error message details, enable DebugMode in the DocConverter instance to create the user object log in c:\\Progamdata\ActivePDF\Logs

Probable Causes

• Invalid path in .NET
• Blank or null path in .NET

Resolution

Ensure that the path to the Originals directory is valid and that it is not blank.

-209 Generic exception, usually in the DocConverter SDK.

Probable Causes

• The wrong IP Address or Port have been provided.
• The server has a firewall.
• Services are not running.
• Authentication issues in .NET (No credentials are used in COM.)

Resolutions

• Ensure that the correct IP Address and Port are provided.
• Change permissions for the firewall.
• Ensure that all services have been started. Restart all ActivePDF services and make sure they are all running.
• Ensure authentication is set up appropriately.

-215 Exception/Error in the SDK while attempting to move the input file to the errors directory.

Probable Cause

This error occurs when a temporary copy of the input file is locked in the converter and cannot be moved by the SDK.

Resolution

Call MoveToErrors, specifying a maximun timeout (in seconds) to move the file to the Errors folder. The function waits, then attempts to move the file until successful, or until the maximum timeout is exceeded. To handle the move asynchronously, use BeginMoveToErrors and EndMoveToErrors in the .NET SDK. 

-244 Failed PDF Conversion.

NOTE: This is a general error that handles all failures directly related to the conversion to PDF, not the opening of the PDF.

Probable Causes

• Microsoft®Office failed during a call to Export to PDF due to:
  • permissions issues
  • missing desktop folder
  • memory exceptions
• The converter failed to process a Print to PDF conversion due to:
  • incorrect settings
  • job data not found during print job
  • timeout

Before proceeding, check the DCHOST.LOG for more information about the error.

Resolutions

• If the conversion fails on the same file type again and again, Microsoft® Office may be unable to use the location C:\Windows\System32\config\systemprofile\Desktop because the folder does not exist. Manually create the folder path C:\Windows\System32\config\systemprofile\Desktop, and then retry the conversion.  
• Otherwise, review the DCHost for exception data caught during the error -244.  Search the Knowledgebase for additional information, depending on the exception found.

-299 General timeout occurred.

Probable Causes

Incorrect DCOM settings. This can also be caused by the DocConverter printer not being set as the default printer.

Resolution I

See Setting DCOM Permissions for step by step instructions.

Resolution II

Set the DocConverter printer as the default printer.

-10099 Timeout when attempting a conversion.

Problable Cause

This error typically occurs when attempting to convert a large file and there is not enough time alotted for the conversion to complete. Either the timeout value set in the ActivePDF Configuration Manager for Watch Folders is not lengthy enough, or the Status timeout set in the SDK with the StatusTimeout property has expired.

Resolutions

To increase the timeout in the Configuration Manager

1. From the Start menu, select All Programs > ActivePDF> ActivePDF User Interface.
2. Click the DocConverter
3. Click DocConverter Watch Folders.
4. Double-click a watched folder in the list of folders. 
5. Click Input Agent Settings
6. Increase the Timeout.
7. Click Save and Close. 

To increase the timeout with the SDK:

Change the value in seconds of the StatusTimeout property.

Syntax: object.StatusTimeout = setValue

-10147 Requested job has failed to find an agent (after submitting a PDF generation request)

Probable Cause

The requested job failed to find an available application to perform the operation. This error typically occurs if the ports used by the ActivePDF software are blocked by the system's firewall.

Resolution

ActivePDF products require that certain assigned ports remain open and available to the software services in order to generate PDF output. On some systems, a firewall can prevent these ports from being accessed and cause requested operations to fail. In order to correct this issue, the firewall should be modified to permit the necessary ports.

NOTE: The process for adding permissions/exceptions may vary if using a firewall other than Windows Firewall.

To change permissions for Windows® Firewall

1. Click Start, then select Control Panel. Double-click Windows Firewall.
2. Select the Exceptionstab, and then click Add Port.
3. Enter the Name and Port number for the port to be allowed through the firewall. The ports to be added will depend on your installed product(s):
   • All Products
     • 53536 (ActivePDF Agent Service Port)*:Used to receive Agent registration messages (UDP) and status verification messages (TCP).
     • 11100 (First Aid Service Port)**:Used by First Aid agent to perform job requests.
     • 11101 (First Aid Message Port)**:Used by First Aid to process UDP/TCP communications.
     • 54545 (ActivePDF Core Service Port)*:Used for Remote .NET calls to the Core Services (both from SDK and intra-job processing).
     • 58585 (ActivePDF NotDotNet Proxy Port)*:Used for Remote non-.NET calls to the Core Services (from SDK).
   • ActivePDF Server
     • 10800 (ActivePDF Server Agent Service Port):Used by the Server Agent to perform job requests (PSToPDF, ImageToPDF, etc…).
     • 10801 (ActivePDF Server Agent Message Port):Used by the Server Agent to process UDP/TCP communications.
   • ActivePDF WebGrabber (Enterprise/Cluster Editions)
     • 11000 (ActivePDF WebGrabber Agent Service Port)**:Used by the WebGrabber Agent to perform job requests (DoPrint, ConvertHTML, etc…).
     • 11001 (ActivePDF WebGrabber Agent Message Port)**:Used by the WebGrabber Agent to process UDP/TCP communications.
   • ActivePDF DocConverter
     • 10900 (ActivePDF DocConverter Agent Service Port)**:Used by the DocConverter Agent to perform job requests (Submit, Hot Folder conversion, etc…).
     • 10901 (ActivePDF DocConverter Agent Message Port)**:Used by the DocConverter Agent to process UDP/TCP communications.

4. Select TCPas the protocol and click OK.

* Denotes ports which, in a clustered environment, only require access on the Cluster Controller machine.

** Denotes ports which, in a clustered environment, only require access on the Node machine(s).

Note: Once you have added the necessary ports, you may need to restart the corresponding Agent Services for the changes to take effect.

-10241 Submit Failed.

Probable Cause

If you opted out of installing LibreOffice during a clean DocConverter installation, the Support Tools test of DocConverter will return the following error: "Submit Failed. Return code (-10241)."

The DocConverter Test in Support Tools attempts to convert a text document. On a clean installation of DocConverter, the ".TXT" extension signature is associated with the Default converter. If the ".TXT" signature is associated with Default, and LibreOffice is not installed, the DocConverter Test fails with an error in Support Tools.  NOTE: This is an issue because DocConverter is unable to find an appropriate converter to perform the text conversion in Support Tools. However, this does not mean that other conversions in DocConverter are not working properly.

Resolution

If Microsoft Office is installed on your system, remove ".TXT" from the Default converter signature, then add it to the Word converter signature using the following procedure:

1. From the Start Menu, select ActivePDF > ActivePDF User Interface. The Common User Interface opens.
2. Click ActivePDF DocConverterin the navigation pane.
3. Click DocConverter Signatures.
4. Double-click Defaultin the list of signatures. The Default - DocConverter Signature window opens.
5. Remove .TXT; from the Signature Data 
6. Close the Default - DocConverter Signature window.
7. Click Yes when prompted to save changes.
8. Double-click Word in the list of signatures. The Word - DocConverter Signature window opens.
9. Add ;.TXTto the end of the Signature Data 
10. Close the Word - DocConverter Signature window.
11. Click Yes when prompted to save changes.
12. Close the Common User Interface window.
13. Restart the DocConverter services.

 The Support Tools DocConverter Test should run without incident.

0x8001010A RPC_E_SERVERCALL_RETRYLATER

Probable Cause

This error indicates that the application is busy, most likely this is due to a dialog box being displayed in the application.

Resolution

Ensure that no system messages or messages from applications (Microsoft Word, Microsoft PowerPoint, etc.) are open.

80070005

Probable Cause

This error is likely found on a 64-bit server when the DCOM permissions are not set up properly in the 32-bit dcomcnfg.

Resolution

Use the command "mmc comexp.msc /32" to force dcomcnfg to open in 32-bit mode. Review the DocConverter log files to determine the CLSID of the application that must be configured. Note that the settings may look correct, but all must be changed and saved to correct the issue. Even if the information is already present, enter it again and save. For additional information, see Setting DCOM Permissions.