ADOBE AND epadex SOFT PROOFING TOOLKIT TROUBLESHOOTING GUIDE May 1, 2015 V14

Transcription

1 ADOBE AND epadex SOFT PROOFING TOOLKIT TROUBLESHOOTING GUIDE May 1, 2015 V14 Errors occurring prior to epadex 815 (could still apply) Symptom/Error 1 could not find java 2 runtime Normal launch screen: Error screen: JRE corrupt, wrong version, or not available (SD ) Or machine has not been rebooted Repair OR Install Sun Java 2 Runtime Environment -- v1.6.0_24 from esupport Be sure to reboot after install. May need to remove other versions of Java in esupport and/or Control Panel, Add/Remove Programs non-p&g Remove and Re-Install Sun Java 2 Runtime Environment v1.6.0 from or other source as available for non- SEWP machines. Be sure to reboot after install. May need to remove other versions of Java in Control Panel, Add/Remove Programs

2 Symptom/Error 2 ToolAgent does not launch after normal launch screen. No error. Normal launch screen Normal launch screen 1) Java Plugin not enabled 1) Open Control Panel, Java Plugin, click Browser Tab and select (check mark) Microsoft Internet Explorer non-p&g 1) Same for NON-SEWP PC. For Mac, use Applications, Utilities, Java, Java Runtime Environment v1.6.0 Plugin Settings. Then nothing, no error 2) JRE corrupt, wrong version. Installs of Webpd and Adobe out of synch. 2) Repair Sun Java 2 Runtime Environment -- v1.6.0_24 from esupport May need to remove other versions of Java in esupport and/or Control Panel, Add/Remove Programs May need to remove webpd and Adobe, reboot, re-install and reboot. 2) Remove and Reinstall Sun Java 2 Runtime Environment v1.6.0 from or other source as available for non- SEWP machines. Be sure to reboot after install. May need to remove other versions of Java. May need to remove webpd and Adobe reboot, and re-install and reboot. 3 There is a newer version of WebPD available. Install of wrong version of Web PD, or possibly installed both versions available on esupport (SD ) 1)Uninstall in e-support all WebPD and/or epadex Soft Proofing Toolkit. 2. Reboot 3. Install Current (most recent version) of epadex Soft Proofing Toolkit. from esupport. 4. Reboot. 1. Uninstall WebPD 2. Reboot 3. Install WebPD from the original source 4. Reboot.

3 Symptom/Error 4 Dmmtoolagent when trying to launch reports not found or other errors (or something like that cannot be found) Normal launch screen: Followed by one or more of these possible errors WebPD incomplete/corrupt installation Perform Repair of epadex Soft Proofing Toolkitv from esupport. If not resolved, 1) Remove epadex Soft Proofing Toolkitv from esupport. 2) Reboot non-p&g 1. Uninstall WebPD 2. Reboot 3. Install WebPD from the original source 4. Reboot. 3) Insatll epadex Soft Proofing Toolkitv from esupport. 4) Reboot

4 Symptom/Error 5 The action you selected requires the installation of the WebPD client on your local host. Normal launch screen: WebPd is not installed ToolAgent cannot be launched (UC1 A1) 1. Install epadex Soft Proofing Toolkitv from esupport for SEWP 5 machines. 2. Reboot non-p&g 1. Install from specified source for non-sewp machines 2. Reboot Followed by:

5 Symptom/Error 6 Your System is not configured to view /markup any of the selected data items. Adobe is not installed pdf file cannot be opened (UC1 A2). Install Adobe Professional or Adobe Reader non-p&g Install Adobe Professional or Adobe Reader Normal launch screen: Followed by Toolkit launch: And errors when attempting to launch Acrobat

6 7 Symptom/Error Toolagent fails to launch with fatal exception This has been resolved by clearing java cache Close all Internet Explorer windows and Adobe. non-p&g Close all Internet Explorer windows and Adobe. Open Control Panel, Java Plugin. Click on the Cache tab and click the Clear button. Open Control Panel, Java Plugin. Click on the Cache tab and click the Clear button.

7 Symptom/Error 8 ToolAgent is unable to download the data item from the server Adobe could not open PDF File bad or not correct format Adobe could not open pdf File is not available pdf file cannot be opened (UC1 A3) Submit a Service Desk Ticket. Ask Operations to verify if pdf file is in vault. Alternatively, download pdf using the Export button and test in Adobe. Probably needs to be replaced with good pdf file. non-p&g Submit a Service Desk Ticket. Ask Operations to verify if pdf file is in vault. Alternatively, download pdf using the Export button and test in Adobe. Probably needs to be replaced with good pdf file. PDF File bad or not correct format

8 Symptom/Error 9 Adobe hangs when saving. Any epadex button or link takes you to the login page. epadex gets disconnected during view activity due to time limit being exceeded (UC1 A5) Log into epadex. Attempt to save your markups in Adobe. If Adobe still hangs, close it or shut it down. You may have to redo your work. non-p&g Log into epadex. Attempt to save your markups in Adobe. If Adobe still hangs, close it or shut it down. You may have to redo your work. 10 Teamcenter Enterprise server was unable to save the markup in the database. Access to epadex server is lost or PGI network access is lost (e.g. VPN connection is lost) Possible network problems, loss network connections. Retry. Report if problem persist. Possible network problems, loss network connections. Retry. Report if problem persist 11 Symptom/Error Artwork pdf file missing in vault This means that the artwork pdf file is physically missing in the vault. The user will not be able View/Markup/Delete/Revise in this case The artwork will have to be deleted and revised. A service desk ticket will need to be submitted. non-p&g The artwork will have to be deleted and revised. A service desk ticket will need to be submitted.

9 Symptom/Error non-p&g

10 12 Cannot open 8temp.arf ; seen after what appears to be normal launch of Tool Agent Launch of Acrobat Possible errors: Launch of Acrobat 1) Adobe Preferences set to USE ONLY CERTIFIED PLUG-INS" 1) Open Adobe. Go to Edit, Preferences, Startup: Uncheck box "USE ONLY CERTIFIED PLUG-INS" Hit OK. 1) Open Adobe. Go to Edit, Preferences, Startup: Uncheck box USE ONLY CERTIFIED PLUG-INS" Hit OK. 2) Not rebooted yet. 3) This was also seen when the wrong version of WebPD had been previously installed 2) Reboot. 3) May need to remove Adobe and epadex Soft Proofing Toolkit, reboot, reinstall. Reboot. 2) Reboot. 3) May need to remove Adobe and epadex Soft Proofing Toolkit (Webpd), reboot, re-install. Reboot Possible errors: Symptom/Error non-p&g

11 13 Toolagent launches Adobe reader normally. When Reader starts to open PDF you get 1) The PDF is in an unusable state. 2) Adobe reader may be having a problem. 1) The PDF will have to be revised or a new one submitted. 2) Re-install Adobe Reader in esupport. 1) The PDF will have to be revised or a new one submitted. 2) Re-install Adobe Reader. 14 Symptom/Error Toolagent launches Adobe reader normally. When Reader starts to open PDF you get Normal operation when opening a PDF that is not Reader-Enabled in Adobe Reader. Click OK and continue. If you want the PDF to be Reader-Enabled, then revise the POA. non-p&g Click OK and continue. If you want the PDF to be Reader-Enabled, then revise the POA.

12 15 Symptom/Error Markups are not showing up in Markup Summary but are saved on the pdf. Problem is caused by checking Lock on Note Properties (Right Mouse Button click a closed note and select Properties or on an open note, click Options then click Properties.) Uncheck Lock on Note Properties. Re-save the pdf and the Markup should now be seen in Markup Summary. non- P&G Uncheck Lock on Note Properties. Re-save the pdf and the Markup should now be seen in Markup Summary.

13 16 Symptom/Error After clicking View/Markup, the pdf opens but markups do not show and/or you get a popup with this error Acrobat JavaScript Debugger Functions Version 7.0 Acrobat Database Connectivity Built-in Functions Version 7.0 Acrobat EScript Built-in Functions Version 7.0 Acrobat Annotations / Collaboration Built-in Functions Version 7.0 Acrobat Annotations / Collaboration Built-in Wizard Functions Version 7.0 Acrobat Multimedia Version 7.0 Acrobat SOAP 7.0 Missing the webpd UGS_TC_Acrobat.js file in Adobe. Repair or re-install epadex Soft Proofing Toolkit. non-p&g Re-install epadex Soft Proofing Toolkit (webpd). ReferenceError: tcchangeallannotsreadonly is not defined 1:External:Exec ReferenceError: tcchangeallannotsreadonly is not defined 1:External:Exec 17 Symptom/Error After clicking View/Markup, you get this Or it says unable to parse Technical Issue 1) There could be access problems with %DMA_TEMP% Open&Go/SEWP 5 1) Check in Windows Explorer that you can open each directory that is in the %DMA_TMP% path and that you can create a file in %DMA_TEMP% non-p&g 1) Verify that you can open each directory that is in the $DMA_TMP path and that you can create a file in $DMA_TEMP. 2) Possible problems with browser Temporary Internet files, especially cookies 2) Clear IE Temporary Internet files and cookies. In IE8 (Windows7), you may have manually delete 2) Clear Safari Temporary Internet files and cookies. Verify that files/cookies

14 these. Clicking the Delete in Interent Options, may not delete all cookies/files. are actually removed. 3) Possible problem with java cache 3) Clear java cache 3) Clear java cache

15 Errors occurring after epadex Symptom/Error Open&Go After clicking View/Markup, you get this 1) Java 1.6 is still installed 1) Go to esupport, verify Java 1.6 is removed. If not, remove from esupport. 2) Go to Start Control Panel Programs and Features, Java 1.6 is removed. If not, remove from there. 3)Reinstall WebPD. 4)Close all browser, restart. non-p&g 1) Go to Start Control Panel Programs and Features, Java 1.6 is removed. If not, remove from there. 2)Reinstall WebPD. 3)Close all browser, restart. r java cache 19 Symptom/Error Open&Go After clicking View/Markup, you get this 1) Upgrade Java Ruleset to Version 13 or greater 1) Go to esupport, install Java Deployment Rule Set -- v1.0 SCV13 (BETA) non-p&g 1) Message should not be applicable to external users. 2) Close all browser, restart.

16 20 Symptom/Error Open&Go Misaligned Rows 1) Compatibility mode is no longer supported. In IE 11, the compatibility issues can be found with the following steps. 1. Click the Gear on the Right hand side of the screen. non-p&g 1) Same as P&G users. 2. Click Compatibility View Settings 3. In the dialog box, uncheck Display intranet sites in Compatibility View

17 4. Click close. 5. Navigate to one of the trouble screens and see if it improves the row misalignment.

18 Possible Installation Errors Symptom/Error 1 Support installation says failed Not enough space 1. Clean-up space to 650 MB 2. Repair Adobe in esupport non-p&g 1. Uninstall Adobe and WebPD 2. Clean-up space to 650 MB 3. Reboot 4. Install Adobe and WebPD 5. Reboot 2 Cannot install plugin, possibly directory does not exist? (Mac only). Cannot install plugin if Acrobat Profession 8/9 is not installed. 3 Error 1311.Source file not found Program other than winzip was used to extract/unzip webpd.zip Stuffit was one such program. Check the version of Acrobat installed. For PC users it must be Adobe Acrobat Professional 7 or Adobe Reader 7. MAC users can only use Adobe Acrobat Professional 7. Use winzip to unzip/extract webpd.zip

19 4 Warning Message 1)Click Later 2)Upgrade Java Ruleset to Version 13 or greater 1)Click Later 2)Upgrade Java Ruleset to Version 13 or greater