Equisys technical notes

Technical guidance, explanations and fixes for our products

PRB: PDF attachments fail to render in Zetafax Client when using Adobe Reader XI

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ZTN1961

ID: ZTN1961

This Zetafax technical note applies to:

  • Zetafax 2012
  • Adobe Reader XI

Symptom

After attaching a PDF document in the Zetafax Client fax wizard and submitting it for sending, the fax immediately fails with the system tray pop-up error showing “Failed to send”.

The server monitor displays the following:

Cannot convert PDF; Rendering Add-on not licensed
Error appending file …

File attachments which fail to convert on the client side will be sent to the server as part of the fall back mechanism.  Customers who have purchased the Rendering Add-on would not have this problem.

Resolution

There are two suggested methods to work around this issue, the options are as follows:

  1. Install an earlier version of Adobe Reader.  Version 9 and 10 will render PDF attachments successfully on the client side.
  2. Purchase the Rendering Add-on so PDFs are rendered server-side.  This add-on has the added benefit of supporting many more file formats over the standard types - http://www.equisys.com/technotes/ztn1261.htm

Status

This has been identified by Equisys as a problem with the software versions given above.

Last updated: 11th September 2013 (JW/MW)

Keywords: rendering file

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