Triaging Production Problems

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Triaging Production Problems

When the production process encounters a file that causes issues during image conversion, endorsement, or OCR, you will need to resolve the problem and then start the production processing again.

Triage Steps:

1.Use the production state filter in Drafts to return just the documents in your production that are in an error state.


2.Use the ERROR column in the Document List to determine the nature of the error. Common errors include:

a.No application associated with extension "xxx" – This indicates that you do not have an application on your system configured as the print handler for the specified file extension. You can either install an application that knows how to print the specified extension or configure a custom print application to handle that extension. (See Custom Print Settings for more details.)

b.Document conversion timed out – The document took too long to convert to image. You will need to adjust the timeout settings for the document’s file extension in the Custom Print Settings interface, flag the document for re-conversion, and start the production again.

c.0 page count – This indicates that for some reason, the document was not converted or endorsed correctly which resulted in an error. Try flagging the 0 page count files for re-conversion and then start the production again.

d.Endorsement Canceled – This indicates that the document was in the middle of being endorsed when the production was stopped/canceled. You will need to flag this document for re-endorsement and start the production again.

e.Conversion Error: Page count not set. Try flagging for reconversion. - This usually indicates that conversion was canceled while documents were in process of printing. Flagging for reconversion and restarting the production usually fixes the problem.

3.If you are unable to resolve a particular error, you can either:

a.Manually print the document to an image file outside of the DWR system.

i.Export the file out of DWR.

ii.Open the file in an application that knows how to print it.

iii.Print to the “Digital WarRoom Printer” which will save the “printed” document as a TIF image.

iv.Then use the Replace document feature to replace the pre-production image in the Draft production.

b.Remove the file from the production. Be aware that this may create Bates gaps so you may need to re-sequence the production after removing files.

Clear the errors on individual documents by right-clicking the document in the Document List and selecting Clear errors.


This will reset the error-state documents to the last successful phase and continue from there. For example, if a document encountered an error during the Endorsement phase, it will be reset to the Converted state so that endorsement can be re-attempted.