2n1 Tech Solutions, Inc

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)

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

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
  • To capture the Adobe Process dump, please see instructions in the following 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 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.