When PDFG ES2 converts Word documents, it extracts the metadata and compiles it as an XMP for the PDF.
There is a known problem however, when a file contains custom metadata: PDFG cannot compile the XMP properly for such files.
To check the metadata in the DOC, open Word.
Use the MS Office menu (the big round one, top left) : Prepare : Properties
A small yellow info bar will appear above the editing area.
In that area, Click “DIP Properties – …” and select “Advanced properties …”
Go to the “Custom” tab
If there are items in the space at the bottom labelled “Properties”, then your DOCX is likely to fail to convert.
There are two solutions to this:
1/ Log on to the LiveCycle Admin UI
2/ Go to Services : PDF generator : File type Settings : [your file type settings]
3/ Open Word file type settings
4/ Uncheck “Convert document info”
This will prevent PDFG from trying to extract and convert the Word metadata – thus excluding the problematic custom information
2) Obtain the patch
If you have an Adobe Platinum support agreement, you can contact technical support and request the patch.