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Support Tools: activePDF DocConverter
 
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Support Tools
 
The activePDF DocConverter portion of the Support Tools log provides information about the activePDF DocConverter COM object installed on your system, as well as operation test results. Refer to Services for information about the activePDF DocConverter Service. These results are possible.

Success - PDF Created (testdc.pdf)

During every use, activePDF Support Tools tests each installed activePDF Software by instructing the software to generate a test PDF using the component. activePDF DocConverter successfully generated the output file in the C:\Program Files\activePDF\SupportTools\Results folder. You can collect all of the output test files and current logs using the File menu (File > Save Log Files To) or press CTRL + S. Go back to the top.

CheckStatus Method - Failed (-99)

These are the possible causes:

CheckStatus patch required

Apply the patch from 10537'>KB #10537.

Cannot find output file

The test ran successfully, but the file check to ensure the output PDF exists failed.

  1. Click Start > Run, type C:\Program Files\activePDF\SupportTools, and then click OK.
  2. Right-click the Results folder and point to Properties.
  3. On the Security Tab, give the Everyone group Full Control, and then click Apply.
  4. Open the Results folder.
  5. Right-click the testdc.pdf file, point to Delete, and then confirm the deletion.

    6. NOTE: Proceed to the next step if the file does not exist.

  6. Refresh the Support Log (File > Refresh Support Log).
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CheckStatus Method - Failed (-2)

The output location lacks permissions for the DocConverter user.

  1. Click Start > Run, type C:\Program Files\activePDF\SupportTools, and then click OK.
  2. Right-click the Results folder and then point to Properties.
  3. On the Security Tab, give the Everyone group Full Control.

    4. NOTE: We recommend these permissions for testing purposes only.

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CheckStatus Method - Failed (0)

Submit an activePDF Technical Support Ticket. Submitting a ticket generates an auto response email. Gather your log files, then reply to the email and attach your log files. Go back to the top.

CheckStatus Method - Failed (Positive #)

The operating system passed a Windows® Systems Error to the activePDF Software for display as a return code. Refer to http://msdn.microsoft.com/library/default.asp?url=/library/en-us/debug/base/system_error_codes.asp for error information. Go back to the top.

Submit Method - Failed (-3)

These are the possible causes:

Evaluation period expired

Submit an extension request at http://www.activepdf.com/support/exteval/.

Document Per Hour limit exceeded

The Evaluation edition of DocConverter has a 10 document per hour limit, the full production edition starts at 120 to 240 documents per hour, which can be increased increments of 120. The number of conversions exceeded the limit prior to running the Support Tools. You must wait until the top of the next hour to retry the test.
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Object Instantiation, Failed

These are the possible causes:

activePDF keys in the registry are lacking permissions

A utility has been created to assign the necessary permissions for the activePDF keys in the registry.

  1. Download APRegSet from http://www.activepdf.com/altdownloads/Utilities/apregset.exe.
  2. Double-click APRegSet.exe to run APRegSet.
  3. Restart the Print Spooler service.

The activePDF object is lacking file permissions

You will need to ensure the following permissions are assigned.

  1. Click Start > Run, type System32, and then click OK.
  2. Locate and right-click APDocConv.ocx and then select Properties.
  3. On the Security tab, click Advanced.
  4. Click to remove Inherit from parent the permission entries that apply to child objects. Include these with entries explicitly defined here and then click Remove to confirm.
  5. Give the Everyone group Full Control and then click Apply.

    6. NOTE: Must be Apply. This setting is recommended for testing purposes only. If the issue is resolved, you can narrow the permissions to only those accounts involved in your implementation. Typically, this must include the IIS account, although it can include several others.

  6. Restart the Print Spooler service.

The activePDF object class is lacking registry permissions

You will need to ensure the following permissions are assigned by editing the registry.

CAUTION: We strongly recommend that you back up your registry before proceeding. Incorrect changes to the registry can result in permanent data loss or damaged files. For additional information on editing the registry, refer to your Microsoft Windows documentation.

  1. Click Start > Run, type regedt32, and then click OK.
  2. Locate and right-click the HKEY_CLASSES_ROOT\APDocConv.Object key, select Permissions, and then click Advanced.

    3. NOTE: If a duplicate key with the same name plus a numerical value exists, complete the following steps for this file as well.

  3. Click to remove Inherit from parent the permission entries that apply to child objects. Include these with entries explicitly defined here, click Remove to confirm, and then click to select Replace permission entries on all child objects with entries shown here that apply to child objects.
  4. Give the Everyone group Full Control and then click Apply.

    5. NOTE: Must be Apply. This setting is recommended for testing purposes only. If the issue is resolved, you can narrow the permissions to only those accounts involved in your implementation. Typically, this must include the IIS account, although it can include several others.

  5. Locate the CLSID subkey, right-click the (Default) string value and select Modify.
  6. Copy the Value data and then click Cancel.
  7. Click Edit > Find, enter the copied Value data, and then click Find Next to locate a key with the same name as the Value data.
  8. Right-click the key with the same name as the copied Value data, select Permissions, and then click Advanced.
  9. Click to remove Inherit from parent the permission entries that apply to child objects. Include these with entries explicitly defined here, click Remove to confirm, and then click to select Replace permission entries on all child objects with entries shown here that apply to child objects.
  10. Give the Everyone group Full Control and then click Apply.

    11. NOTE: Must be Apply. This setting is recommended for testing purposes only. If the issue is resolved, you can narrow the permissions to only those accounts involved in your implementation. Typically, this must include the IIS account, although it can include several others.

  11. Restart the Print Spooler service.
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Delete Previous Test PDF Failed

During every use, activePDF Support Tools tests each installed activePDF Software by instructing the software to generate a test PDF using the component. Support Tools deletes any previously generated test PDF before running the test for each subsequent use or Refresh. This operation failed because the PDF is currently open by another application or process, such as a PDF viewer. Close all open files. Go back to the top.

Test Ignored - Remote software conflict

The current remote environment is conflicting with the test completion. Refer to Remote Environments. Go back to the top.

Test Ignored - DocConverter Service not running

The service is not currently running. You must start the service using the Services tab or services console. Go back to the top.

Test Ignored - No Default Processor found

The file controlling the Default Processor is missing or lacks permissions.

  1. Log in as the Local Administrator.
  2. Click Start > Run, type System32, and then click OK.
  3. Locate the APDCDFLT.exe file and do one of the following:


    4. If the file does not exist:

    1. On the Services tab, restart the Print Spooler.

    2. Click Start>Run, type Control Panel, and then click OK.

    3. Locate activePDF DocConverter, and then click Remove.

    4. Restart the machine to clear all files pending deletion.

    5. Install activePDF DocConverter as the Local Administrator.

    If the file does exist:

    1. Right-click the file and then point to Properties.

    2. On the Security Tab, give the Everyone group Full Control.

      3. NOTE: We recommend these permissions for testing purposes only.

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Test Ignored - activePDF Server not installed

DocConverter requires activePDF Server for the PostScript to PDF conversion process. You must install activePDF Server while logged in as the Local Administrator. activePDF Server is available for download from http://www.activepdf.com/downloads/serverproducts/index.cfm. Go back to the top.

Test Ignored - Server service not running

DocConverter requires activePDF Server for the PostScript to PDF conversion process. The activePDF Server service is not currently running. You must start the service using the Services tab or services console. Go back to the top.

Test Ignored - Server service user not 'Local System'

DocConverter requires activePDF Server for the PostScript to PDF conversion process. The activePDF Server Service must run under the LocalSystem account. This is an operating system printing requirement and the service uses to this account by default. Allow service to interact with desktop must be checked.

NOTE: This is the ONLY supported user.

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Number of Threads Higher than One

DocConverter enables you to set the number of simultaneous threads used for specific processor conversions. Most processors can only use a single thread. For testing, we recommend that you reduce the number of threads to 1. Refer to 10726'>KB #10726 for information on changing the number of threads. Go back to the top.

activePDF Server version mismatch

DocConverter requires a matching version of activePDF Server for the PostScript to PDF conversion process. We recommend installing the latest version of both softwares while logged in as the Local Administrator. activePDF Server and DocConverter are available for download from http://www.activepdf.com/downloads/serverproducts/index.cfm. Go back to the top.

Received Return Not Listed

Submit an activePDF Technical Support Ticket. Submitting a ticket generates an auto response email. Gather your log files, then reply to the email and attach your log files. Go back to the top.