Document conversion failed

Try one or more of the following:

Open the originally submitted document directly in the document conversion application, and then export it to type PDF-A

The supported document conversion applications do not convert some documents, or only partially convert some content of the original document into a PDF file. Documents with SmartArt, or external image or content references, may experience these issues. For mobile users who submit documents directly (not using e‑mail) to Lexmark Print Management, no prompt appears that the document did not convert. The document does not appear in the user’s mobile queue view or the Print Release Administrator Portal.

Adjust the number of documents that can be converted concurrently

By default, a document conversion server handles only three documents at a time because of a limitation in the third‑party software that is used for conversions. Using a higher number of concurrent conversions may make conversions unstable. From each of the document conversion servers, do the following:

1. Navigate to the %ProgramFiles%\Lexmark\Solutions\apps\wf-ldss\WEB-INF\classes\ folder.

   Note: The path may be different for your installation.

2. Using a text editor, open the OpenOfficeToPDFClass.properties file with administrator privileges.

3. Set the officeToPDF.maxInstances value.

   Note: We recommend setting this value up to 5. Specifying a higher number may cause errors when converting documents.

4. Save the file.

5. Restart Lexmark Solution Application Server in Windows Services.

Run Lexmark Solution Application Server as a user or as an interactive user

When you install a 32-bit version of Microsoft Office on a 64-bit version of Windows Server, the document conversion software may not respond. Do the following:

1. From your computer, run Component Services for 32‑bit (mmc comexp.msc /32).

2. From Console Root, click Component Services > Computers > My Computer > DCOM Config.

3. Select the appropriate applications.

4. Right‑click each of the applications, and then click Properties.

5. From the Identity tab, select The interactive user or This user.

6. Enter your credentials.

Submit a field escalation with the original document file and the log files

The files are saved on each of the document conversion servers except for the Email Watcher log file. The logging level is set to WARN by default. To change it to DEBUG, update the log4j-config.groovy file in the apps\lpm\WEB-INF\classes and apps\idm\WEB-INF\classes folders.

Log files from jobs submitted using AirPrint

• \Lexmark\Solutions\tomcat\logs\idm.log (Tomcat server)

• \Lexmark\Solutions\tomcat\logs\lpm.log (Tomcat server)

• \Lexmark\Solutions\ActiveMQ\data\activemq.log (Load balancer)

For jobs in pending status, navigate to the solutionInfo database, and then check the QUEUED_PRINT_JOB table for the Job_State_Reason column.

Tomcat server Lexmark solutions applications server service log file

The following log file contains processing information from the core Lexmark Print Management application and Tomcat service:

\Lexmark\Solutions\tomcat\logs\lsas.log

Load balancer Lexmark Email Watcher log file

The following log file contains processing information from the Lexmark Email Watcher service that runs in the Lexmark Print Management load balancer:

\Lexmark\Solutions\EmailWatcher\logs\*.log

Lexmark Management Console jobs and logs

1. From Lexmark Management Console, click the System tab.

2. From the System section, select Jobs or Log.

   Do any of the following:

   • To apply a filter, click Filters, and then configure the settings.

   • To remove a previously applied filter, click Reset Filter.

   • To filter the list view to only jobs in progress, in the Log State menu, select Running.

   • To view all log entries that apply to a specific job, from the jobs list, click the task ID of a job.

     Note: The log is automatically filtered for the selected task ID.

   • To stop a job, select the job, and then click Stop Task.

   • To refresh the jobs list or logs, click Refresh.

     Note: To set the jobs list to refresh on a timed interval automatically, select the Auto Refresh option, and then select a time interval.

   • To change the number of entries that appear, select a new value for the number of jobs or logs per page.

   • To export the jobs list or logs in comma‑separated values (CSV) format, click Export Report.

   • To export the audit logs, click Export Audit Log. The following information is shown when exporting audit logs:

     • All attempts to log in to and log out from Lexmark Management Console

     • All attempts to change the active user name or password

     • Creation, modification, and deletion of user accounts, groups, and privileges

     • All attempts to modify the privileges of a user account

     • All attempts to modify the LDAP settings from Lexmark Management Console