A Troubleshooting Protocol for LiveCycle PDF Generator ES2

Because of the large number of moving parts involved in a functioning LiveCycle PDF Generator configuration, its setup can be challenging. If you do run into issues, the following protocol might help.

Is the operating system Windows?
PDF Generator is most functional in a Microsoft Windows environment. It is less so in Linux and Oracle Solaris and very limited on IBM AIX (due to the lack of a supported OpenOffice version on AIX). Both 32-bit and 64-bit versions of Windows Server 2003 and 2008 are supported.

Is the hardware sufficient?
Single-threaded performance matters. Therefore, there should be at least two CPU cores dedicated to the server instance with a clock speed of at least 2.5 GHz each. See here for more details.

Is memory sufficient?
The server instance should have at least 4 GB of RAM. Just because the server has 4 GB of RAM does not mean that the Java Virtual Machine (JVM) that LiveCycle’s J2EE appserver runs on has access to all of it. This has to be explicitly configured. See here for more details.

Is Microsoft Office installed (Windows only)?
On Windows, Microsoft Office 2003 and 2007 are supported although 2007 is preferred. In ES2.5 (ES2 SP2), Office 2010 is also supported if QF 2.102 is installed. You can get the QF from Adobe Enterprise Support.

Did you start Microsoft Office applications after the install and dismiss all dialogs?
Microsoft Word, Excel and PowerPoint put up dialogs to the user the first time he/she starts it. If PDF Generator is being configured for multi-threaded operation with multiple Windows users, you have to login as every one of these users, start the Microsoft Office applications, and dismiss the dialogs.

Is Adobe Acrobat Professional 9 installed (Windows only)?
This should be installed after you install Microsoft Office. This install sequence matters. For PDF Generator ES2, the minimum required Acrobat Professional patch level is 9.2 Acrobat X is supported by ES2.5 (ES2 with SP2) if you install QF 2.102 (LC_9.0.0.2_QF_2.102).

Is OpenOffice installed (Linux or Solaris only)?
Here are instructions on how to verify if OpenOffice is installed on Oracle Solaris.

Is the ‘Print Spooler’ service running?
If this service is not started, the Acrobat Professional installation will fail. Also, this service should be configured to automatically start on server re-start.

Is the ‘Adobe PDF’ printer set as the default printer?
If not, set it. Sometimes, multiple Acrobat installation attempts will end up creating PDF printers called “Adobe PDF (Copy 1)” etc. The LiveCycle Configuration Manager looks for a printer exactly called “Adobe PDF”. It will fail if the printer is called “Adobe PDF (Copy 1)”.

If this is the case for you, delete the printer. Then “repair” the Acrobat installation from Control Panel->Add/Remove Programs.

Did you start Acrobat Professional after the install and dismiss all dialogs?
Acrobat Professional puts up a multitude of dialog boxes to the user the first time he/she starts it. These include acceptance of the EULA, as well as your agreement to provide feedback on the application’s performance. If it is a trial version, dialogs related to this will also pop up.

LiveCycle PDF Generator ES2 is incapable of handling theses dialogs. A a result, native document to PDF conversions will fail.

If PDF Generator is being configured for multi-threaded operation with multiple Windows users, you have to login as every one of these users, start Acrobat Professional, and dismiss the dialogs.

Which Windows user’s credentials is PDF Generator running with?
Even though the J2EE application server that hosts PDF Generator could be running as the local Administrator or SYSTEM user, PDF Generator itself can be configured to run as other users. If that is the case, make sure those users are all members of the local Administrators Windows user group.

LiveCycle Configuration Manager (LCM) can provide you this information. The Windows Event Log (Administrative Tools->”Event Viewer”) will also have entries related to authentication problems in the ‘Application’ and ‘Security’ logs. See here for more.

Does the file PDFGen.api exist in the \Acrobat\plug_ins\ folder?
During configuration, LCM tries to copy the PDFGen.api to the \Acrobat\plug_ins\ folder. If Acrobat Professional is running at the time, it will fail. LCM will report this but people tend to miss this.

Is the System Readiness Tool happy?
Make sure that you run the PDF Generator System Readiness Tool (SRT) and that it reports no errors. Instructions are available here.

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7 Responses to A Troubleshooting Protocol for LiveCycle PDF Generator ES2

  1. Carl Young says:

    Is your comment about MS Office 2010 not being supported still current? And should customers install Acrobat 10.1 if they are running LC ES 2.5? Thanks.

  2. Ameeth Palla says:

    Support for MS Office 2010 is provided via QF 2.102 (LC_9.0.0.2_QF_2.102). If you install QF 2.102, then you do not need to install QF 2.45. QF 2.102 is a cumulative QF that contains the fix provided by QF 2.45 as well. Installing QF 2.102 will provide support for Acrobat 10/10.1 and MS Office 2010 for PDFG with LC ES2/2.5. This QF can be requested via Enterprise Support.

  3. Richard says:

    We have installed pdfg on our Linux environment and we only need to convert html page to pdf, each time we try to run “Html to PDf” from adminui, we get Error Code:52016
    Error Message: ALC-PDG-052-016-The conversion has timed out.

    do you know how to troubleshoot on this failure?

    Thanks, Richard

  4. Ameeth Palla says:

    Another important check when setting up users for PDF-G:
    ========================================
    Granting the Replace a process level token privilege (Windows only)
    User accounts that are used to start the application server from a command prompt and not as a Windows service requires the Replace a process level token privilege. This setting is required for PDF Generator.

    1) Click Start > Run, and then type gpedit.msc.
    2) On the Group Policy dialog box, select Computer Configuration > Windows Settings > Security Settings > Local Policies > User Rights Assignment, and double click Replace a process level token.
    3) Click Add User or Group, add the Windows user account that is used to open the command prompt from which the application server is started.
    4) Restart Windows, and then start the application server.

  5. Kendra says:

    the original error code was “1000”, after setting the JBoss service to “interact with desktop” the error code changed to “16004”. what is the issue?
    Windows XP 32 bit (virtual machine)