can not upload the document
Wednesday, August 12, 2020 at 07:52amHi,
I tried to upload a document (attached) in the sender UI, it has error message as 'this document failed to upload and maybe locked'. but I tried it in the sandbox, and it's working fine.
could you please take a look to see what's the issue? our on-prem version is 11.25
Reply to: can not upload the document
Wednesday, August 12, 2020 at 10:14amHi Cindy,
Thanks for the information! It seems the issue is caused by the PDF version - "Pdf version 1.7, Adobe Extension Level 11". And as we upgraded the PDF library used in document engine, this version get supported at one point between 11.25 and 11.35.
If you re-saved the PDF to a lower version (for example PDF 1.7, Acrobat 8.x), you should be able to upload it.
Duo
Duo Liang OneSpan Evangelism and Partner Integrations Developer
Reply to: can not upload the document
Wednesday, August 12, 2020 at 10:36amHi Duo,
thanks for the information, do you know how to re-save PDF to the lower version?
thanks,
Reply to: can not upload the document
Wednesday, August 12, 2020 at 11:15amHi Cindy,
Take Adobe Acrobat DC for example:
To change the version of a PDF you can go to menu File -> Save As Other -> Optimized PDF. On the dialog box disable all optimizations in the list on the left side, then select the PDF level by setting "Make compatible with" to the version of Acrobat your PDF version is compatible with.
Duo
Duo Liang OneSpan Evangelism and Partner Integrations Developer
Reply to: can not upload the document
Monday, August 31, 2020 at 02:52amHey Duo,
Thanks for this information!
James