PDF output failure (2.7 rc333)

ygulla · May 3, 2012 11:41AM

We have recently upgraded our server to Omniscope 2.7 rc333 from 2.6 and have encountered a problem.

The pdf output simply doesn't work on the server. I have created a new file and only attached a single PDF output in the data manager.
After pressing the publish button it stays in the following stage for a minute:

Then goes back to data manager screen without throwing any errors or outputting the file.

PDF output worked fine when server had 2.6 installed on it, and it works ok on our personal machines in both versions. I assume this has to do with the server configuration as well as Omniscope itself. Could you please help us troubleshoot the problem? What has changed between the versions in regards to PDF output?

michael · May 3, 2012 1:41PM

Hi Yuri,

I couldn't reproduce the issue with export to PDF from DM in 2.7b333 in my environment.
Could you attach here or email me your example file?

Could you also provide some more information so we could try to diagnose the issue:

1) Does it hang all the time or occasionally?
2) Which OS do you use (e.g. Windows 7 64bit?)
3) Did you try to export to other formats from DM?
4) Does it hang if you try to export from File->Export->Export PDF?

ygulla · May 4, 2012 5:24AM

Hi Michael,

I'm attaching the file, it is simply a new file with a couple of outputs.

1) It hangs all the time
2) The server has Windows Server 2008 R2 64bit
3) Other format exports (I tried PowerPoint and screenshots) work fine
4) I'm surprised to say that File->Export->Export PDF worked fine too

chris · May 4, 2012 6:00AM

Hi,

We are unable to reproduce this problem, would it be possible to do a join.me screensharing session? I've sent you a private email to arrange this.

michael · May 4, 2012 6:00AM

Something can be wrong with the file access.
As I understood you are using C:\ location.
Can you try to save your IOK file to some folder with write access e.g. to your Documents.. we need this because during the export we can create some temporary files there, and then try to export PDF to that directory as well (with write access).

ygulla · May 4, 2012 10:51AM

It was a bad screenshot in that respect. I tried (just now again) to have both the file and pdf saved in the same accessible location and encountered the same problem.

I believe the key is that the same files work on the same server in 2.6 but not in 2.7.

chris · May 4, 2012 12:41PM

Ok, so can you confirm that this problem still occurs when you write to a folder with write access? Can you also check that the PowerPoint publisher does work.

When it starts generating the new screenshots it opens a new Omniscope window. Can you confirm that this application version is the same.

In the next week or so we will be implementing much better error reporting, so this will help us identify what error is occurring.

ygulla · May 8, 2012 4:56AM

Yes, I can confirm all 3 points: the problem still occurs when writing to a folder with write access, PowerPoint output to the same location works and the application version for the new Omniscope window is the same - "build 333 (RC) x64".

chris · May 9, 2012 5:02AM

Hi,

I'm sorry that your still having problems with this. We have tested it on the same version (333 (RC) x64) and are able to export to PDF successfully, so it's a bit puzzling as to what's going on.

Your initial post indicated that it was stuck on the screenshot generation process. Can you try creating a new Omniscope file, add a "Demo data" block and connect it to a PDF publisher, select the default settings and then click the publish button. Does this work?

ygulla · May 9, 2012 9:30AM

I did that just now and I get the same problem. The output process hangs up at the same 25% mark.

I appreciate it's a peculiar issue, as it doesn't occur on our desktops but only on the server.

chris · May 9, 2012 9:48AM

Hi,

This is very strange, your screenshot indicates that Omniscope is hanging BEFORE it exports to a PDF. Up to this point the process for generating the images should be the same whether you are exporting as PDF or PowerPoint, so I'm a bit confused why it is not working for PDF.

Unfortunately because we cannot reproduce this issue you may have to wait until we put in better error reporting, however this will only be implemented in Omniscope 2.8 so you may have to wait a few weeks. I apologise for this delay, please contact us directly if this is urgent.

bfromson1 · May 16, 2012 4:22AM

Chris,

This is now urgent as we need PDF outputs as part of regular processing. Is there a debug version we can use to get more info?

Otherwise can you mail myself or Yuri directly and we can try to sort this out

chris · May 16, 2012 4:39AM

Unfortunately we cannot make Omniscope 2.8 available yet as it is not stable. I've sent you a private email to try and get to the bottom of this issue.

Welcome!

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