From Encompass article 000023874

Details:

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

1) There is a problem with Adobe Acrobat/Reader. If it is running, please exit and try again. (10:10)
User-added image2) The following error occurred when trying to upload the file: Page 6 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 administrator 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 under specification 
  • Adobe Protected Mode and Enhanced Security is enabled
Solution:

1) Users Receiving System.OutOfMemoryException Errors in Encompass (NICE-16227)
An issue occurred where users performing various actions in Encompass were receiving
'System.OutofMemoryException" errors like these:

The following error occurred when trying to upload the file: Exception of type
'System.OutOfMemoryException' was thrown.
or
An unexpected error has occurred while performing this operation. The error is described as: Exception of type 'System.OutOfMemoryException' was thrown.
To attempt to continue despite this error, press the OK button. To exit the application, press Exit.

These errors were triggered intermittently during a user session, but typically when a user attempted to generate documents, save changes to loans, access a service, order underwriting with DU or LPA, upload a file to the eFolder, or retrieve eSigned documents. Once this error was triggered, the user would be forced to exit their Encompass instance. The source of this memory error was identified and addressed. Users can now perform these actions again as expected without triggering these 'System.OutOfMemoryException' errors.

Fix for the above noted 'System.OutOfMemoryException' errors were addressed in Encompass 18.4 November Service Pack Critical Patch 1 (version 18.4.0.4) released on 12/8/2018. The Encompass 18.4 November Service Pack Critical Patch 1 contains updates to users' Encompass client machines only (18.4.0.4) and can be controlled manually via the Encompass Version Manager tool.

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

This patch will also address the error: "There is a problem with Adobe Acrobat/Reader.  If it is running, please exit and try again. (10:10)" that appears prior to the System.OutOfMemoryException Errors in Encompass.
2) Users Receiving Page X failed to convert errors in Encompass (EDM-21663). Fix deployed in December 18.4 Service Pack, released 12/15/18.

Alternative Solution and information to gather for Customer Support if problem persists after upgrade to Encompass 18.4 November Service Pack Critical Patch 1 (version 18.4.0.4) or later : 

1) Utilize GDPicture 14 vs. Adobe Reader as the default PDF viewer

To Implement GDPicture 14, please add the below registry and restart the Encompass Client:

For 32bit:
HKEY_LOCAL_MACHINE\SOFTWARE\Ellie Mae\Encompass\GDPicturePreview - set value to 1

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

Information to gather:

  • Exact error message. Steps to reproduce or action performed before the error(s) occurred?  Attach any screenshots of the error with the Encompass screen in the background where the error occurred.
  • Encompass 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 Computer then Properties
  • Adobe version and when was it last updated
    • Control Panel > Add or Remove Programs > Find version of Adobe set as default and view Installed On and Version Column
  • Installed Memory (RAM) on the workstation
    • Open Windows Explorer and right click on Computer then Properties
  • .NET version
    • W10: Open CMD Prompt, type winver and hit enter, note down down Microsoft Windows Version and Build
    • W7: Control Panel > Add or Remove Programs > Microsoft .NET Framework x.x.x
  • Adobe Process Dump file
  • 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 it as – ‘EnablePrintLogging’ 
    • Assign the value ‘1’ 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 Mode is Enable, logs are created at: %temp%/acrord32_sbx   
  • To enable AGMPrintLogs, follow the below steps:
    • Open Registry
    • Go to “HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe Acrobat\DC\FeatureState”
    • Add a new “DWORD 32-bit” to “Feature State”. Name it as “EnablePrintLogging” and set its value to 1.
    • Restart application and print the pdf.
    • Open the temp folder (%temp%), you will find “AGMPrintLogs.txt” there.
Please consult with your IT System Administrator for any system or registry edits.