Question

Process Suspended, but Why?

Forms Version 9

Updated May 12, 2014

asked on March 20, 2014 • Show version history

We have a form that was submitted and processed through Forms. It is at the Save to Repository step and says that it is suspended. I have tried to Retry, but no luck. On the Forms server it has the following error:

Log Name:      Application
Source:        Laserfiche Forms Routing Service
Date:          3/20/2014 11:06:37 AM
Event ID:      0
Task Category: None
Level:         Error
Keywords:      Classic
User:          N/A
Computer:      xxxx.xxx.xxx.xx.xx
Description:
3/20/2014 5:06:37 PM
Message: Timeout expired for exiting call to wkhtmltopdf.exe
Stack trace:    at Laserfiche.Forms.CommonUtils.HtmlToPdfConverter.CallWkHtmlToPdfViaCommandLine()
   at Laserfiche.Forms.CommonUtils.HtmlToPdfConverter.GeneratePrint(String& pdfFileLoc, String& tifFileLoc)
   at Laserfiche.Forms.Routing.SaveToLaserficheService.Execute(Int32 instanceId, IRoutingContext routingContext)
   at Laserfiche.Forms.Routing.ServiceTask.Execute(Int32 instanceId, IRoutingContext routingContext)

Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Laserfiche Forms Routing Service" />
    <EventID Qualifiers="0">0</EventID>
    <Level>2</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2014-03-20T17:06:37.000000000Z" />
    <EventRecordID>40607</EventRecordID>
    <Channel>Application</Channel>
    <Computer>xxxx.xxx.xxx.xx.xx</Computer>
    <Security />
  </System>
  <EventData>
    <Data>3/20/2014 5:06:37 PM
Message: Timeout expired for exiting call to wkhtmltopdf.exe
Stack trace:    at Laserfiche.Forms.CommonUtils.HtmlToPdfConverter.CallWkHtmlToPdfViaCommandLine()
   at Laserfiche.Forms.CommonUtils.HtmlToPdfConverter.GeneratePrint(String&amp; pdfFileLoc, String&amp; tifFileLoc)
   at Laserfiche.Forms.Routing.SaveToLaserficheService.Execute(Int32 instanceId, IRoutingContext routingContext)
   at Laserfiche.Forms.Routing.ServiceTask.Execute(Int32 instanceId, IRoutingContext routingContext)
</Data>
  </EventData>
</Event>

Any ideas what is causing the problem? We are on Forms 9.1.1.1517.

0 0

Answers

APPROVED ANSWER

replied on March 21, 2014

We use a 3rd party application wkhtmltopdf to convert your html page to a pdf. It appears that you are running into a 60 second timeout we created to come back from the application call. In our testing we thought 60 would be sufficient and actually didn't add a way to modify the timeout value by changing a setting.

How wkhtmltopdf works is to run all the html/javascript on the page before it starts the pdf process. I looked to see if there were any timeout or javascript libraries on your form that would cause it but you don't use timeout and js libraries should be retrieved quickly. The process of actually creating a pdf can be slow and require a lot of RAM. Is it possible your machine needs better resources to do it in the allotted time?

0 0

SELECTED ANSWER

replied on May 12, 2014 • Show version history

Yes, it had to do with the process that Robert referred to. There was recently a hotfix released that addresses the issue by letting you set a timeout limit.

1 0

Replies

replied on May 12, 2014

Blake,

did you ever figure out what the problem was? I am having the same problem.

0 0

SELECTED ANSWER

replied on May 12, 2014 • Show version history

Yes, it had to do with the process that Robert referred to. There was recently a hotfix released that addresses the issue by letting you set a timeout limit.

1 0

replied on March 20, 2014

Looks like trouble converting the TIF to PDF before bringing the file into the repository. Have you tried saving as a TIFF and seeing if that works versus the PDF format?

0 2

View 7 previous replies

replied on March 20, 2014 • Show version history

It is actually set to save as a TIFF, so I'm not sure why it would be trying to save as a PDF, it's not supposed to.

0 0

replied on March 20, 2014

This error does not happen with all forms submitted for this process. I just submitted a test form and it went through fine. Since the form that is having an issue was submitted by a public user and captures their signature, I need to know how to fix that submission though.

1 0

replied on March 20, 2014

Sounds like a issue with a special way PDF's are handled and trying to convert it to TIFF (since apparently its going in that direction to make the TIF). That signature capture is likely at fault.

0 2

replied on March 20, 2014

Let's not jump to conclusions Ken.

Blake, can you upload the business process XML?

2 0

replied on March 20, 2014

It's attached. Just rename it with a .xml extension.

Business Process Transcript or Immigration Request.txt (200.7 KB)

| Download

0 0

APPROVED ANSWER

replied on March 21, 2014

0 0

replied on March 21, 2014

I'm assuming this is being done on the Forms server itself correct? Our Forms server currently has a Xeon 2.9GHz processor (single processor, single core), x64, 4GB RAM. I'm not seeing any spikes in memory usage though.

0 0

replied on March 21, 2014

Hi Blake,

Can you open a Support Case? We'll able to do further troubleshooting with more details.

Best wishes,

Abby

0 0

replied on March 21, 2014

Just opened one with our VAR.

0 0

replied on March 21, 2014

Thanks!

0 0

You are not allowed to follow up in this post.

Question

Question

Process Suspended, but Why?

Answers

Replies

Sign in to reply to this post.