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Troubleshooting InfoPath to PDF Conversion / Document Converter Architecture
⌠pretty difficult it turned out. InfoPath is a complex product that is much more than a simple forms designer. It allows connectivity with external data sources such as SharePoint Lists and Web Services, and forms to be hosted and filled out inside SharePoint using Forms Services.
With the release of version 3.0 I believe we have delivered a great product that has already been implemented in Production environments by some of our keenest beta testers. Deployment, however, may require some planning depending on your environment and settings. This article provides an architectural overview of how we deal with InfoPath to PDF conversion and provides some helpful pointers to troubleshoot InfoPath conversion in your environment.
PDF Converter Architecture
The architecture behind the PDF converter is relatively straight forward. There are 2 main components:
SharePoint Front End: A SharePoint WSP solution that is deployed to all Web Front End Servers. This contains all SharePoint related logic including end user screens as well as Central Administration screens and Workflow Actions. The Front End doesnât carry out any conversion, instead it offloads all conversion to the Windows Service.Muhimbi Document Converter Windows Service (MDCS): A Windows service which can be hosted on the actual Web Front End server or on a completely separate (virtual) machine. This service accepts conversion requests via WCF Web Service calls from the SharePoint server and carries out the actual conversion.
Although the following is a simplification, when MDCS receives a request for conversion of an InfoPath form it carries out the following steps:
Load the XSN file that is associated with the InfoPath data file.Pass the InfoPath data and XSN files to InfoPath for conversion.
Depending on the complexity of the form, InfoPath may make requests to external data sources such as SharePoint Lists or Web Services.
Step #1 may fail for a number of reasons, most notably:
The XSN file is not in the expected location. This may happen when the InfoPath data file is copied from a completely different environment. Many users donât realise that without the XSN file an InfoPath data file does not know how to visually represent itself.The service account that MDCS is running under does not have the privileges to load the XSN file from SharePoint.
Step #2 may fail for different reasons, for example:
InfoPath is not installed on the machine that hosts MDCS.MDCS is running using an account that does not have local Administration rights.
InfoPath has never been launched by the MDCS Service account using an interactive session.
The XSN file and data sources are hosted at locations that are not âtrustedâ.
Troubleshooting steps
The Administration Guide that ships with the product contains a comprehensive troubleshooting section. The main points are repeated below.
Connectivity test: The first test to carry out is to verify connectivity and authentication between SharePoint and the Document Converter Service. Navigate to service to be started as well as a single (any) printer driver to be installed, it doesnât matter which driver. Windows Server 2003 R2 and Windows Server 2008 automatically install the XPS driver and the Muhimbi Service installer attempts to start the Spooler Service. Unless you have taken specific actions to disable the Spooler Service and removed all printer drivers, all should work as expected.Check Trust settings: When an InfoPath document containing external connections, e.g. a dropdown list with the contents of a SharePoint list, fails to convert then this may be caused by the location of the XSN file not being trusted or the setting not being enabled for the trusted site.
Full details about how to check these settings can be found in section 3.5.8 of the Administration Guide .
Verify access to XSN file: If the log files contain messages listing âAccess deniedâ, âUnauthorizedâ or â401â related errors then MDCS was unable to retrieve the XSN file. Make sure the MDCS Service account can access the XSN file using the following steps:
Open the InfoPath XML data file in notepad and retrieve the address of the XSN file from the first line. Log-in interactively using the MDCS Service Account. Try to open the XSN file in a web browser. If these steps donât make it clear what the problem is behind the messages then it is worth checking the following:
Check the privileges on the XSN file. The MDCS account requires Read Access. You may want to consider applying Web Application wide Read Access for this account using a SharePoint Policy (http://<your_central_admin/_admin/policy.aspx) Are there any proxy settings defined? You probably want MDCS to bypass any proxies. Are there any hints in the IIS log file about the reason why access to the XSN file is denied?
Windows Event Log: If all else fails, look in the Windows Application Event log for all messages with Event ID 41734.
MDCS Trace Log: MDCS uses the industry standard file in the MDCS root directory, search for the <root> element, change the log level to DEBUG and restart MDCS using the following commands:
Net stop "Muhimbi Document Converter Service"
Net start "Muhimbi Document Converter Service"
If none of the guidance provided in this posting or in the Administration Guide has resolved your particular problem then please contact us directly.
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For marketers, and their companies, moving satisfaction to loyalty is the challenge
Nortelâs Roberto Ricossa says research shows that 65-85 percent of all customers who leave suppliers are satisfied with them.
âSo whatâs wrong with the picture?,â asked the Field Marketing Vice President for the Canadian companyâs Americas operations during the discussion he led at WorldCityâs Marketing Connections event last week. âIs customer satisfaction the end game? You can be satisfied with the service, with the product, but itâs taking it to the next step, to customer loyalty.â
That statistic is made possible, and makes sense, because âthe cost of changing is very, very low,â said Olympus Latin America Marketing Director Tito Rodriguez.
Marketing Connections, sponsored by HP and hosted at the Hyatt Regency Coral Gables, is one of six event series WorldCity hosts for South Floridaâs multinational and international business community. The others are Global Connections, the CEO Club, HR Connections, Trade Connections and Government Affairs Connections.
Every other month, Marketing Connections brings together the top marketing officials from the 1,100 multinationals in WorldCityâs Whoâs Here database. The topic discussed last week was customer loyalty.
Not only is the cost to change vendors low; it is also expensive for companies. âEvery time we lose an agent,â said Western Unionâs Juan Pablo Valdes, âwe lose 80 percent of their business, no matter what we do.â
âItâs all about creating a positive emotional experience,â said Alejandro Perez, vice president of Business Development at Wilson Learning, Latin America.
Particularly in challenging economic times like now, when there are employee and service cutbacks, keeping customers loyal is challenging. In this crowd of frequent fliers, one area where the attendees said they had noticed cutbacks is at airlines, whether it is charging for luggage, cutting back on snacks or charging for preferred seating.
âItâs not only affecting usâ as customers, said Adriana Toledo, who is in charge of loyalty programs for Sol Meliaâs Latin America operations. âItâs affecting their employees and that affects their service to us.â
A number of companies spoke about the specific programs they use to keep close to their customers because, as Black & Deckerâs Renata Panzarini, said, âproblems are happening every single day in every single place.â
Panzarini, whose Latin America operations are in 16 countries, said he is copied on emails of complaint, compliment or question from throughout the region, and receives up to 150 per day. âI read every single email,â he said. âI reply to them, sometimes I call them.â
At Nokia Latin America, marketing people work in a call center once a quarter, listening to the same thing from customers â complaints, compliments and questions. Matt Rothschild, the head of Go To Market for Latin America, believes its effective. âYou can hear it in their decisions,â he says of marketing people who have spoken with customers. â âI am doing this because of what a customer told me â or yelled at me.â âToledo, representing Sol Melia, the Spanish hotel operator, recalled the customer obsession of a former employer, the Four Seasons. A particular customer had made it known she liked a specific type of Greek yogurt, and was accustomed to having it while in New York. Turns out, in Palm Beach, it was only available 30 miles from the Four Seasons property there. âI know,â she said. âI had to get it every day.â
At Wendyâs Latin America, the company asks for customer feedback on the back of receipts and on table-top displays with cards, said Guillermo del Solar, marketing manager. The idea is to take them to the internet, where they can make commments â and get rewarded with a free Frosty.
Nortelâs Ricossa explained a program he created at the company, one that tries to move beyond being simply a reward program to be a true loyalty program. Nortel sells largely through distributors in the region, and many of them can sell competing products from Avaya, Siemens and Cisco.
Nortel offers points not only for sales but also for attending sessions to learn about its products, for viewing webinars and otherwise educating themselves on Nortel products and services. The âClick and Winâ program started four years ago with 400 members and now has 1,700. The participants are individual sales people.
In an effort to grown the program, Nortel offers the latest in technology in the United States, before it is readily available in Latin America, whether itâs an iPhone or Play Station 3 game console. âAnd I donât just mail it to you,â he said. At the next sales meeting, âI ask the manager to hand it to you. I want to make the others jealous.â
For the top 20 producers, there is an all-expenses-paid trip for the employee and spouse to a Latin American destination that the person might not normally visit, whether a Caribbean island or Machu Picchu in Peru.
Technology can be a friend in the endeavor to stay close to customers. Nokiaâs Rothschild said he is far less likely to be interested in an airline email that is clearly sent to a massive database but would find it useful to receive one that says, âHi, Matt. We noticed you fly to Mexico every other week. Could we help by offering a good rate on a rental car?â
When Nokia phone contracts near expiration, a series of emails alert customers to the expiration and offer information about the newest and latest technology that might be suggested by the customerâs current equipment and usage. âThe conversion rate is very high,â he said. âThe key is understanding who we are talking to.â
Like Nortel, Medtronic and to a lesser extent Chevron market to a distributor or agent, and the end user might be unaware or minimally concerned he is using the product or service. âThink about gas,â Damon Echevarria, an area sales manager for Central America and the Caribbean. âItâs stinky, dirty and you never see it. What it comes down to is location and price. I have end users and I have station owners, which is where I build my relationships.â
âIf we donât talk about service, if we donât tell them we provide it, they never know it,â said Urs Brunner, director of Operations and Strategic Management with Medtronic Latin America.
In the end, said Nortelâs Ricossa, âItâs not about having a loyalty program. Itâs about attitude. Itâs about getting it done. The loyalty program is only a vehicle.â
Source: World City Web www.worldcityweb.com
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