7/12/2019 Knowledge Article

How to perform a Problem Submission

in AdlibPDF 5.x or Adlib Enterprise 6.x
Information

Article Author Tod O'Dwyer

Article Number 000013075

Title How to perform a Problem Submission in AdlibPDF 5.x or Adlib Enterprise 6.x

Summary

Internal Comments

Product Area QUMAS

Product Name or
Component
Third Party Tools

Product Version DocCompliance 4.6; 4.7; Adlib 5.x; 6.x

Description

How to perform a Problem Submission in AdlibPDF 5.x or

Adlib Enterprise 6.x
BIOVIA Support will normally request an Adlib 'Problem Submission' when inves ga ng
issues where documents do not render to pdf, generate an error or in some cases when
a document does not render to pdf correctly. An Adlib Problem submission allows the
support team to gather useful informa on about the submi ed job.
When the issue is reproducible, the support team will request that you enable verbose
logging and resubmit the job. The verbose logging will output a lot more detail about
how the document is processed inside the Adlib rendering engine and will help the
BIOVIA or Adlib Support teams inves gate the cause of the issue.
A problem submission with verbose logging is a pre-requisite for any engagement with
the third party vendor. A copy of job files used during the job submission will also be
required.
The aim of this solu on is to guide you to enable the verbose logging, obtain the job
files and disable the verbose logging. The solu on will provide instruc on applicable to
the QUMAS DocCompliance product.

Error Messages

Resolution

QUMAS DocCompliance

https://na32.salesforce.com/knowledge/articlePrintableView.apexp?id=kA038000000LUcC&kavVersion=1 1/3
7/12/2019 Knowledge Article

1. Enable Verbose/Trace logging in Adlib

1. Connect to the Adlib Rendering Server
2. Login to the Adlib UI http://<adlib_server>:51050/Adlib/UI/Adlib.UI.html
3. On the menu bar click on the 'Monitoring' button.
4. On the sub menu bar click on 'System Status'
5. Scroll to the right of the each row and change the log level from 'error' to 'debug'.
6. Click on the 'Home' button

2. Enable the PrinterCache Lock file (used to retain the job files)
<To be completed on all render servers unless diver ng all jobs to one render server via
the webserver(s) bin\printermanager.exe>
1. Navigate to the PrinterCache directory (Usually C:\PrinterCache$)
2. Right click and select new text file
3. Rename to donotdelete.lck
4. Restart the QUMAS Render Manager service

3. Replicate the issue

1. Replicate the issue (force render/print)
2. Review the QUMAS Load Balancing log file to determine which server the job was distributed to.
3. Review the QUMAS Render Manager log and wait for the job status to move to ‘Task –
Completed’

4. Steps to create an Adlib Problem Submission

1. Connect to the Adlib Rendering Server
2. Login to the Adlib UI http://<adlib_server>:51050/Adlib/UI/Adlib.UI.html
3. On the menu bar click on the 'Monitoring' button.
4. Click on 'Job Status'
5. Search for the Job and click once to highlight
6. Click the 'Problem Submission' button
7. Select location to save and type in a name for the ZIP file

5. Submit Files to BIOVIA Support

1. Send the Problem Submission zip file created in section 4 to BIOVIA Support
2. Zip the QUMAS Printercache directory send this to BIOVIA Support.
3. Send the QUMAS Render Manager log file to BIOVIA Support.
4. Zip the C:\Adlib\System\Error on the Render Server and send this to BIOVIA Support

6. Disable Verbose logging in Adlib

1. Login to the Adlib UI http://<adlib_server>:51050/Adlib/UI/Adlib.UI.html

2. On the menu bar click on the 'Monitoring' button.
3. On the sub menu bar click on 'System Status'
4. Scroll to the right of the each row and change the log level from 'debug' to 'error'.
5. Click on the 'Home' button

7. Disable the PrinterCache Lock file & Perform cleanup.

1. Navigate to the Printercache directory (Usually C:\PrinterCache$)
2. Delete the lock file 'C:\PrinterCache$\donotdelete.lck'
3. Restart the QUMAS Render Manager service
4. Confirm that the Printercache\input and Printercache\output directories have been purged
5. If the directories at step 4 have not been purged please complete the following steps

1. Navigate to the Printercache directory (Usually C:\PrinterCache$)

2. Right click and select Security tab

https://na32.salesforce.com/knowledge/articlePrintableView.apexp?id=kA038000000LUcC&kavVersion=1 2/3
7/12/2019 Knowledge Article
3. Ensure both the Service account user and NETWORK SERVICE has 'full control' on
the directory
4. Click apply > ok.
5. Restart the QUMAS Render Manager Service.
6. Confirm that the Printercache\input and Printercache\output directories have been
purged.

Migration
Batchname

Review notes

Solution How to perform a Problem Submission in AdlibPDF 5.x or Adlib Enterprise 6.x

Solution Number 00014906

Article Stats

Article Type Knowledge Articles

Article Subtype Support Articles

Last Published
20/03/2018 11:32
Date

Version Number 1

Is Latest Version

KB Level No Approval

Master Article

Master Solution

Article Attachments

Attach File

Attach File1

Attach File2

Attach File3

Attach File4

https://na32.salesforce.com/knowledge/articlePrintableView.apexp?id=kA038000000LUcC&kavVersion=1 3/3