Troubleshooting and Known Issues
Table of Contents:
Troubleshooting and Known Issues
This section will grow as more issues are reported. If you are having an issue with Scribe that does not appear in this section, please email support@360works.com
No occurrences of [placeholder string] were found in the document
If a string is modified in a document Word will sometimes break the string apart to store it internally. This causes an issue with the ScribeDocSubstitute function as the strings do not match. To solve this issue:
- Highlight the entire placeholder occurrence. Be sure to make sure that any "space" characters are picked up as well.
- Retype the entire placeholder at one time (special characters included)
- Repeat for each placeholder that is not found
This should replace the split string in the document with one complete string that can be found and replaced by Scribe.
Very small font in PDF
If a PDF is formatted to use the Times New Roman font, you may see very small font when writing to the PDF. This can be fixed by formatting the PDF to use the Times Roman font instead.
ScribeFileAsText doesn't return all the text from a PDF
Scribe sometimes can't read text on multiple layers. Try opening the PDF in a viewer and saving it as a flattened PDF.
Fillable PDF becomes unmodifiable after writing to it with Scribe
"This document enabled extended features in Adobe Acrobat Reader DC. The document has been changed since it was created and use of extended features is no longer available..." and the form becomes un-editable. This happens because the PDF is set up to not allow third part apps write to the PDF and thus break the extended features and lock the form. To work around this you can open the pdf in another reader besides Acrobat or save a copy of the file that disables the extended features.
ScribeOCRFetch returns "RESULTS_NOT_READY"
When processing large files or large quantities of files, AWS Textract can take significantly longer which often leads to users seeing the error message "RESULTS NOT READY". The solution is to utilize AWS' asynchronous operations and split 1 large Textract task into multiple smaller tasks, then continuously call ScribeOCRFetch until the results are ready.
ScribeOCRFetch returns "java.lang.OutOfMemoryError: Java heap space"
This error means that not enough memory is allocated to the plug-in, so it is having trouble performing more complex tasks. This can occur when fetching large Textract results. By default, plug-ins have 256 MB allocated, but you can manually increase how much memory you want to allocate to the plug-in.