deisler Absent Member.
Absent Member.
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38444 Unable to connect to the document conversion agent

We are experiencing a problem viewing .pdf files in Groupwise 2014R2 Web Access. I can view Word documents, LibreOffice documents, and images without a problem. However, when I try to view a .pdf file, I receive the following error message:
Unable to view 'test.pdf'
[38444] Unable to connect to the document conversion agent. The document cannot be viewed at this time.


This seems to occur no matter what browser or OS is used.
I enabled diagnostic logging on the GWDVA. The log files seem to show that the file is being created:

02-05-16 10:04:41 DVA: Received Conversion Request from WebAccess for File testcalc-1.pdf Size = 9879
02-05-16 10:04:41 Worker 5 handles Conversion request from <Webacc_IP> (Webacc) for testcalc-1.pdf
02-05-16 10:04:42 DVA: Returned from Worker 5 Output file = /var/opt/novell/groupwise/gwdva/temp/5/out/152b29b8618.html Elapsed Time = 0
02-05-16 10:04:42 DVA: Converted File 152b29b8618.html Size = 11451

I used the watch command to view the output path and see the file appear briefly. So it seems to be generated successfully and is pushed to the "Out" directory.
Are there any other troubleshooting steps that I could take to track this down? I am not sure why the Webaccess client would be "unable to connect to the conversion agent" with this particular type of file when the .html is being generated.


Thank you for any help that you can provide.
Dennis
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Anonymous_User Absent Member.
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Re: 38444 Unable to connect to the document conversion agent

deisler,

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Micro Focus Expert
Micro Focus Expert

Re: 38444 Unable to connect to the document conversion agent

Hi Dennis,

Sorry for the slow response. I have seen this issue reported before. I am running a newer build of R2 and am unable to duplicate the issue. I recommend that you open a Service Request with Novell Technical Support and get a newer build to address this issue.

Cheers,
Laura Buckley

Views/comments expressed here are entirely my own.
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deisler Absent Member.
Absent Member.

Re: 38444 Unable to connect to the document conversion agent

OK.
Thank you very much!
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Jesus Honored Contributor.
Honored Contributor.

Re: 38444 Unable to connect to the document conversion agent

Similar to the issue in the OP, I've installed the gw14.2.0-123853 build, and webaccess is now unable to View attachments.

For example, here is the error message displayed in the Webacc client browser:

-------
Unable to view 'doc2.pdf'
[38444] Unable to connect to the document conversion agent. The document cannot be viewed at this time.

Download file
-------

The GWDVA log on the dedicated SLES 12 SP1 GWDVA server shows:
06-12-16 20:24:55 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc517.tmp Type: Acrobat Time Elapsed: 0

--

In addition to trying to view a PDF attachment I tried a number of different attachment types: such as .txt, .odt, .docx, .ods, .xlsx and they all failed with the same 38444 error, as shown here:

06-12-16 20:10:42 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc1c1.tmp Type: Time Elapsed: 0
06-12-16 20:12:51 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc243.tmp Type: Time Elapsed: 0
06-12-16 20:15:32 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc2e3.tmp Type: Time Elapsed: 0
06-12-16 20:15:42 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc2ee.tmp Type: MS Office 12 (2007) Word XML format Time Elapsed: 0
06-12-16 20:15:50 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc2f6.tmp Type: Time Elapsed: 0
06-12-16 20:16:00 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc300.tmp Type: Excel 2007 Time Elapsed: 0
06-12-16 20:22:14 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc476.tmp Type: Time Elapsed: 0
06-12-16 20:23:05 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc4a9.tmp Type: Time Elapsed: 0
06-12-16 20:23:34 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc4c6.tmp Type: MS Office 12 (2007) Word XML format Time Elapsed: 0
06-12-16 20:24:18 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc4f2.tmp Type: Time Elapsed: 0
06-12-16 20:24:34 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc502.tmp Type: Excel 2007 Time Elapsed: 0
06-12-16 20:24:48 Viewer: Finished Converting document /var/opt/novell/groupwise/gwdva/temp/1/in/575dc50f.tmp Type: Acrobat Time Elapsed: 1


This GWDVA is turning out to be a major headache. I've had a GWDVA defect open with NTS for a few months now, but in the meantime if anyone has any suggestions on where to go with this particular error please let me know.

--
Gordon
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Jesus Honored Contributor.
Honored Contributor.

Re: 38444 Unable to connect to the document conversion agent

We've since updated to GW 2014 R2 SP1 HP2 and this issue persists when trying to view any attachments in webacc.

For example:
Unable to view 'gwcheck.log'
[38444] Unable to connect to the document conversion agent. The document cannot be viewed at this time.

The DVA log appears to be show it's working fine and processing the request:
2-15-17 20:36:23 DVA: Received Conversion Request from WebAccess for File gwcheck.log Size = 3481
02-15-17 20:36:23 Worker 4 handles Conversion request from 192.168.0.1 (Webacc) for gwcheck.log
02-15-17 20:36:23 DVA: Converted File 58a4bccd.htm Size = 62942


I think I've found a clue to where the problem lies, but the error is quite cryptic...
Two entries from the /var/opt/novell/groupwise/webaccess/logs/exceptions.txt log file at the same time as the DVA completes it's work:


gordonm - 02/15/2017, 20:36:23,
javax.net.ssl.SSLException: Unrecognized SSL message, plaintext connection? <----- I think here is the issue. But what does it mean?
at com.ibm.jsse2.c.c(c.java:179)
at com.ibm.jsse2.c.a(c.java:193)
at com.ibm.jsse2.SSLSocketImpl.a(SSLSocketImpl.java:411)
at com.ibm.jsse2.SSLSocketImpl.h(SSLSocketImpl.java:155)
at com.ibm.jsse2.SSLSocketImpl.a(SSLSocketImpl.java:421)
at com.ibm.jsse2.SSLSocketImpl.startHandshake(SSLSocketImpl.java:829)
at com.ibm.net.ssl.www2.protocol.https.c.afterConnect(c.java:6)
at com.ibm.net.ssl.www2.protocol.https.d.connect(d.java:28)
at sun.net.www.protocol.http.HttpURLConnection.getOutputStream(HttpURLConnection.java:1045)
at com.ibm.net.ssl.www2.protocol.https.b.getOutputStream(b.java:18)
at com.novell.webaccess.providers.soap.GWDocConverter.convertDocument(GWDocConverter.java:115)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandlerAttachments.convertAttachment(SOAPPreActionHandlerAttachments.java:1467)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandlerAttachments.attachmentView(SOAPPreActionHandlerAttachments.java:209)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:60)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)
at java.lang.reflect.Method.invoke(Method.java:611)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandler.invoke(SOAPPreActionHandler.java:117)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandler.preService(SOAPPreActionHandler.java:83)
at com.novell.webaccess.providers.soap.SOAP.preService(SOAP.java:600)
at com.novell.webaccess.common.BaseServlet.callProvider(BaseServlet.java:1313)
at com.novell.webaccess.common.BaseServlet.service(BaseServlet.java:1064)
at com.novell.webaccess.WebAccessServlet.service(WebAccessServlet.java:247)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:723)
at com.novell.webaccess.common.BaseServlet.service(BaseServlet.java:797)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191)
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:470)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)
at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190)
at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:311)
at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776)
at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705)
at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898)
at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690)
at java.lang.Thread.run(Thread.java:767)

gordonm - 02/15/2017, 20:36:23,
com.novell.webaccess.providers.soap.GWDocConverterException: /var/opt/novell/groupwise/webaccess/temp/cache/./PaxHeaders.3283/15a41c60d90.html (No such file or directory)
at com.novell.webaccess.providers.soap.GWDocConverter.convertDocument(GWDocConverter.java:173)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandlerAttachments.convertAttachment(SOAPPreActionHandlerAttachments.java:1467)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandlerAttachments.attachmentView(SOAPPreActionHandlerAttachments.java:209)
at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:60)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:37)
at java.lang.reflect.Method.invoke(Method.java:611)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandler.invoke(SOAPPreActionHandler.java:117)
at com.novell.webaccess.providers.soap.actions.SOAPPreActionHandler.preService(SOAPPreActionHandler.java:83)
at com.novell.webaccess.providers.soap.SOAP.preService(SOAP.java:600)
at com.novell.webaccess.common.BaseServlet.callProvider(BaseServlet.java:1313)
at com.novell.webaccess.common.BaseServlet.service(BaseServlet.java:1064)
at com.novell.webaccess.WebAccessServlet.service(WebAccessServlet.java:247)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:723)
at com.novell.webaccess.common.BaseServlet.service(BaseServlet.java:797)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290)
at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233)
at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191)
at org.apache.catalina.authenticator.AuthenticatorBase.invoke(AuthenticatorBase.java:470)
at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:103)
at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)
at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:190)
at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:311)
at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:776)
at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:705)
at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:898)
at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:690)
at java.lang.Thread.run(Thread.java:767)

I have an SR open, and the first attempts to fix were to reinstall Webacc, but this didn't help.
Has anyone seen such an issue or can interpret the java errors.

TIA
Gordon
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Jesus Honored Contributor.
Honored Contributor.

Re: 38444 Unable to connect to the document conversion agent

Found a workaround to this issue. Just enabled the DVA on the the GWIA/WebAccess (SLES 11 SP3) server and pointed WebAccess to it, and the attachments were immediately visible.
I am tempted to leave this as is, being two DVAs on the network one for the POA and one for the WebAccess, but the original DVA is having issues with indexing as well. So the plan now is to wipe the standalone DVA SLES 12 server which had a GW 2014 R2 FTF build on it from May last 2016, and install SLES 11 SP3 with R2 SP1 HP2.
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