From Cover article 000023874

Details:

Below errors are received when Press, Previewing, Retrieving or Uploading files in the eFolder with Adobe:

1) There is a problem with Adobe Acrobat/Reader. If it is running, please go out and try again. (10:ten)
User-added imageii) The following error occurred when trying to upload the file: Page half-dozen failed to convert. Please check the page size and (if needed) reduce to letter or legal size and reattach for conversion.
User-added image3) An error occurred. Please contact the ambassador with the following information: Image cannot be added to the ImageList.
User-added image

Solution Details:

Possible Reasons for the errors:

  • Page size is greater than 17x17
  • SystemOutOfMemory exception found in the logs and machine is nether specification
  • Adobe Protected Fashion and Enhanced Security is enabled

Solution:

i) Users Receiving Organisation.OutOfMemoryException Errors in Comprehend (Prissy-16227)

An issue occurred where users performing various actions in Encompass were receiving
'System.OutofMemoryException" errors like these:

The post-obit error occurred when trying to upload the file: Exception of type
'System.OutOfMemoryException' was thrown.
or
An unexpected error has occurred while performing this performance. The mistake is described as: Exception of type 'System.OutOfMemoryException' was thrown.
To attempt to continue despite this error, press the OK button. To go out the application, press Leave.

These errors were triggered intermittently during a user session, but typically when a user attempted to generate documents, save changes to loans, admission a service, order underwriting with DU or LPA, upload a file to the eFolder, or retrieve eSigned documents. One time this error was triggered, the user would exist forced to exit their Cover instance. The source of this memory error was identified and addressed. Users tin at present perform these deportment again as expected without triggering these 'Arrangement.OutOfMemoryException' errors.

Fix for the above noted 'System.OutOfMemoryException' errors were addressed in Cover xviii.four November Service Pack Disquisitional Patch 1 (version xviii.4.0.4) released on 12/8/2018. The Embrace 18.4 Nov Service Pack Critical Patch one contains updates to users' Embrace client machines only (xviii.iv.0.4) and can be controlled manually via the Encompass Version Manager tool.

See the Release Notes for additional details on this Critical Patch.

This patch volition as well accost the error: "There is a problem with Adobe Acrobat/Reader.  If it is running, please exit and try again. (ten:10)" that appears prior to the System.OutOfMemoryException Errors in Comprehend.

2) Users Receiving Folio X failed to convert errors in Embrace (EDM-21663). Fix deployed in December 18.four Service Pack, released 12/15/18.

Alternative Solution and information to get together for Customer Support if problem persists subsequently upgrade to Encompass xviii.iv Nov Service Pack Critical Patch 1 (version 18.4.0.4) or after :

1) Utilize GDPicture xiv vs. Adobe Reader as the default PDF viewer

To Implement GDPicture 14, delight add the beneath registry and restart the Embrace Client:

For 32bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Ellie Mae\Encompass\GDPicturePreview - set value to ane

For 64bit:
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Ellie Mae\Encompass\ GDPicturePreview - set value to 1

Information to get together:

  • Exact error message. Steps to reproduce or activeness performed earlier the mistake(due south) occurred?  Attach whatsoever screenshots of the error with the Encompass screen in the groundwork where the error occurred.
  • Cover version
  • When was the problem first noticed?
  • Frequency? (Intermittent, consistent)
  • Total number of users Impacted?
  • Users Role (Closers?)
  • Virtual environment (Citrix?)
  • Is Document conversion enabled or disabled?
    • Settings > eFolder Setup > Document Conversion
  • Is Document queuing enabled or disabled?
    • Settings > eFolder Setup > Documents > Options box at the bottom contains a checkbox for Queue Documents for Upload/Conversion
  • Windows OS version and is it 32 or 64 bit version
    • Open Windows Explorer and right click on Reckoner then Properties
  • Adobe version and when was it last updated
    • Control Panel > Add or Remove Programs > Notice version of Adobe gear up as default and view Installed On and Version Column
  • Installed Retention (RAM) on the workstation
    • Open Windows Explorer and right click on Computer then Properties
  • .NET version
    • W10: Open up CMD Prompt, type winver and hit enter, note down downwardly Microsoft Windows Version and Build
    • W7: Control Panel > Add or Remove Programs > Microsoft .NET Framework ten.x.x
  • Adobe Process Dump file
    • To capture the Adobe Process dump, please see instructions in the post-obit Adobe forum: https://forums.adobe.com/thread/2542639
  • Adobe Print Logs: AcrobatPrintLogs and AGMPrintLogs
  • To enable AcrobatPrintLogs, follow the below steps:
    • Open Registry
    • Go to
      a. 32 bit machine: HKLM\SOFTWARE\Adobe\Acrobat Reader\DC\FeatureState
      b. 64 bit machine: HKLM\SOFTWARE\Wow6432Node\Adobe\AcrobatReader\DC\FeatureState
    • If FeatureState is not already present there, create it as a New key
    • Inside FeatureState, create a new DWORD and rename information technology every bit – 'EnablePrintLogging'
    • Assign the value 'ane' to EnablePrintLogging key
    • Run the respective Print workflow
    • The user should now open his System Temporary folder (%Temp% in cmd)
    • A new file called 'AcrobatPrintingLogs.txt' should be present there. This file contains the relevant logs.
    • If Protected Fashion is Enable, logs are created at: %temp%/acrord32_sbx
  • To enable AGMPrintLogs, follow the below steps:
    • Open Registry
    • Get to "HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\FeatureState"
    • Add together a new "DWORD 32-scrap" to "Feature State". Name it equally "EnablePrintLogging" and ready its value to 1.
    • Restart awarding and print the pdf.
    • Open up the temp folder (%temp%), you will observe "AGMPrintLogs.txt" there.

Delight consult with your It Arrangement Ambassador for whatsoever organisation or registry edits.

Disclaimer

This data is intended for general data purposes just and to assist customers in understanding system functionality. It should not exist construed as legal advice or opinion on any specific facts or circumstances. You lot are advised to consult your own compliance staff or attorney regarding your specific residential mortgage lending questions or state of affairs to ensure your compliance with applicable laws and regulations.