PDF Preview Failing? It May Be Because the PDF Is Locked or Password Protected

Version 2



    Jive provides a built in feature where uploaded PDF documents will show an in-page preview of the contents directly in he browser.


    This is achieved through a document conversion process where Jive will take the PDF and process it through a conversion tool that makes it embeddable in your browser.


    You can read more about setting up and managing document conversion in the product documentation.


    If you are seeing that only some specific PDFs are failing to convert and are not showing up in Jive then it is likely caused by the PDF file being locked.


    Jive cannot generate in-page previews of PDF documents that are locked. Only unlocked PDFs can be previewed inside of Jive.


    Identifying the Problem

    When uploading a new PDF document into Jive, you may see that the conversion process fails with the following message:


    We're sorry! We were unable to convert this document for viewing.

    Click to try converting the document again.

    Screen Shot 2015-03-20 at 4.03.28 PM.png


    If you see this, the next step should be to check the status of the PDF file on your computer to see if it is locked.


    Open the PDF file in Adobe Acrobat Reader and inspect the document's properties. You will see a security tab where you can see what type of security is allowed.

    In this example we have a locked PDF that previews content copying. This will prevent Jive's document conversion process from converting the document into an embeddable preview document.


    Screen Shot 2015-03-20 at 4.06.06 PM.png


    If you have an On-Premise installation of Jive and you manage your own document conversion service then you will likely see the following error in your doc conversion logs:


    14:41:09,857 [Thread-58] INFO PDF2SWF - Executor PDF2SWF with jobID 98543424-6b51-4f14-bfc0-236870d254f0: FATAL   PDF disallows copying




    The recommended resolution and workaround is to upload an unlocked version of the PDF into Jive. You will likely need to either regenerate the PDF without password protection, or you can use third party tools to remove PDF passwords and restrictions.


    After this is done, you should then see the document's properties as such:


    Screen Shot 2015-03-20 at 4.11.32 PM.png


    Next Steps


    If you are continuing to see document conversion errors and you have confirmed that your PDF is not locked then there may be an issue with the document conversion service. Please contact Jive Support by filing a new support case if this happens.