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ADOBE AND ePADEx SOFT PROOFING TOOLKIT TROUBLESHOOTING GUIDE 13 Dec 2011 V12

!! IMPORTANT: For ePADEx and SEWP 5 machines, all references to WebPD means “ePADEx Soft Proofing Toolkitv …”. Do not install any other WebPD which may be available in eSupport

Symptom/Error
1 “could not find java 2 runtime” Normal launch screen:

Technical Issue
JRE corrupt, wrong version, or not available (SD10386680) Or machine has not been rebooted

Action – Open&Go/SEWP 5
Repair OR Install “Sun

Action – non-P&G
Remove and Re-Install Sun Java 2 Runtime Environment v1.6.0 from http://java.sun.com/ or other source as available for nonSEWP machines. Be sure to reboot after install. May need to remove other versions of Java in “Control Panel, Add/Remove Programs”

Java 2 Runtime Environment-v1.6.0_24” from
eSupport Be sure to reboot after install. May need to remove other versions of Java in eSupport and/or “Control Panel, Add/Remove Programs”

Error screen:

Symptom/Error
2 ToolAgent does not launch after normal launch screen. No error. Normal launch screen Normal launch screen

Technical Issue
1) Java Plugin not enabled

Action – Open&Go/SEWP 5
1) Open Control Panel,Java Plugin, click Browser Tab and select (check mark) Microsoft Internet Explorer

Action – non-P&G
1) Same for NON-SEWP PC. For Mac, use Applications, Utilities, Java, Java Runtime Environment v1.6.0 Plugin Settings.

2) JRE corrupt, wrong version. Installs of Webpd and Adobe out of synch.

Then nothing, no error

2) Repair “Sun Java 2 Runtime Environment -v1.6.0_24” from eSupport Mayneed to remove other versions of Java in eSupport and/or “Control Panel, Add/Remove Programs” May need to remove webpd and Adobe, reboot, re-install and reboot.

2) Remove and Reinstall Sun Java 2 Runtime Environment v1.6.0 from http://java.sun.com/ or other source as available for nonSEWP machines. Be sure to reboot after install. May need to remove other versions of Java. May need to remove webpdand Adobe reboot, and re-install and reboot.

3

“There is a newer version of WebPD available. …”

Install of wrong version of Web PD, or possibly installed both versions available on eSupport (SD 10387838)

1)Uninstall in e-support all WebPD and/or “ePADEx Soft Proofing Toolkit …. ” 2. Reboot 3. Install Current (most recent version) of “ePADEx Soft Proofing Toolkit …. ” from eSupport. 4.Reboot.

1. Uninstall WebPD 2. Reboot 3. Install WebPD from the original source 4. Reboot.

Symptom/Error
4 Dmmtoolagent when trying to launch reports not found or other errors (or something like that cannot be found) Normal launch screen:

Technical Issue
WebPD incomplete/corrupt installation

Action – Open&Go/SEWP 5
Perform Repair of “ePADEx Soft Proofing Toolkitv …” from eSupport.If not resolved, 1) Remove “ePADEx Soft Proofing Toolkitv …” from eSupport. 2) Reboot 3) Insatll “ePADEx Soft Proofing Toolkitv …” from eSupport. 4) Reboot

Action – non-P&G
1. Uninstall WebPD 2. Reboot 3. Install WebPD from the original source 4. Reboot.

Followed by one or more of these possible errors

Symptom/Error
5 “The action you selected requires the installation of the WebPDclient on your local host.” Normal launch screen:

Technical Issue
WebPd is not installed – ToolAgent cannot be launched (UC1 A1)

Action – Open&Go/SEWP 5
1. Install “ePADEx Soft Proofing Toolkitv …” from eSupport for SEWP 5 machines. 2. Reboot

Action – non-P&G
1. Install from specified source for non-SEWP machines 2. Reboot

Followed by:

Symptom/Error
6 “Your System is not configuredto view /markup any of the selected data items.” Normal launch screen:

Technical Issue
Adobe is not installed – pdf file cannot be opened (UC1 A2).

Action – Open&Go/SEWP 5
Install Adobe Professional or Adobe Reader

Action – non-P&G
Install Adobe Professional or Adobe Reader

Followed by Toolkit launch:

And errors when attempting to launch Acrobat

Symptom/Error
7 Toolagent...
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