Updated: 15/06/2021

Troubleshooting

Note: These steps are not interdependent and can be performed in any order.

General troubleshooting flow:

Issue	DB Config	PDF Engine	PDF Crawler
Any issues	Check the Microsoft Windows Event Viewer form. See The Event Viewer.
Installation fails	Run silent installation with logging enabled. See Install silently.
Database is not accessible	Check names for TSN and DNS.
PDF Engine web service is not accessible (error 500)		Verify the installation in IIS.
Database errors	Check the tables: WZPDF_UNRENDERABLE WZPDF_CONFIGURATION_INFO WZPDF_CONFIGURATION	Check the tables: REPORT REPORT_NAME REPORT_DESCRIPTION REPORT_RECORD REPORT_REPORT	Check the tables: Perform a select from the dvs_render_info table for the needed document. Check that the policy is valid and enabled (`enabled = "J"`) in the dvs_policy table for the needed document.
You get an unexpected result		Check the corresponding website's settings in the Administrator's Guide for WorkZone Configurator.	Check the corresponding Crawler settings in the Administrator's Guide for WorkZone Configurator.
Access errors	Check whether database configuration settings are correct. See Perform database configuration.	Verify the authentication settings in IIS. See Verify the installation.	Enable logging in WorkZone PDF Crawler. See WorkZone PDF Crawler logs. Analyze the logs. Check the rights of the user who runs the service.
A particular document cannot be converted		Open the file that failed to be converted and ensure that it's not damaged. Try to perform a manual PDF conversion for a different file, for example, convert .txt to .pdf.	Enable logging in WorkZone PDF Crawler. See WorkZone PDF Crawler logs. Analyze the logs.
Other issues	If troubleshooting does not solve the issue, please create a support case with KMD support and include error messages, log files, or document files depending on the issue.

See also:

Troubleshooting in the WorkZone PDF Administrator Guide.