PDF Merger troubleshooting

This page lists common problems with PDF Merger, the error messages it writes to your records, and what to do about them.

Start by checking the record

After a merge, PDF Merger updates the record it ran for. Look at these fields first (names are the ones the installation wizard creates):

What you see	What it means
PDF Merger Trigger Field starts with `PROCESS COMPLETED_`	The merge finished and the merged PDF was saved. If the result isn't what you expected, see The merge finished, but the PDF isn't right.
PDF Merger Trigger Field starts with `ERROR ENCOUNTERED_`	The merge started but stopped. Merger Error Details has the reason. See Error messages.
PDF Merger Trigger Field still says `Batch Execution Requested_`, and Merger Error Details is empty	The merge didn't start, or it stopped before it could write an error. See Nothing happens.

Merges run in the background, so give PDF Merger a moment and refresh the record before you decide something went wrong. In error messages, server file paths are replaced with [file], and some messages contain <br>, which is a line break.

Nothing happens

The trigger field stays at Batch Execution Requested_, the Execute PDF Merger button is gone, and no error is written. Check these, in order:

The email notification. It must be on the right table, use the Open permission type, be sent to the right address for your region, and its conditions must match (for the wizard's button: the trigger field changes and contains Requested). See PDF Merger email notification setup.
The custom message. It must contain only [PDF Merger Parameters] (plus type and configid for older installations). Extra text is read as parameters.
Only one merge option. If PDF Merger Parameters has both Configuration and msqry or msqid, or both msqry and msqid, PDF Merger doesn't merge and doesn't write an error. See PDF Merger merge options.
The merged file name in a query merge. A merge with msqry or msqid needs mrgfn (or fn). Without it, PDF Merger stops without writing an error.
A configuration with only one entry. Configuration needs at least one file and, as the last entry, where to save the result.
Authorization. If clientid or appid is wrong, the app isn't authorized for PDF Merger, or the app needs an application token and apptoken is missing or wrong, PDF Merger stops before it can update the record. Check the values in the formula, and that the app is listed for PDF Merger in the Extensions Portal.

To get the Execute PDF Merger button back after fixing the cause, clear the trigger field.

Error messages

These are the messages PDF Merger writes to Merger Error Details (and after ERROR ENCOUNTERED_ in the trigger field). Messages are shown as they appear, including their spelling.

Message starts with	What it means	What to do
Error occured merging documents -	The parameters don't match your app's PDF Merger batch configuration, or `configid` is missing or wrong.	Make sure `configid` is in the parameters, and update the batch configuration after you change the PDF Merger Parameters formula. See Batch Config Portal overview.
The file size exceeds the limit allowed and cannot be saved. Allowed file size is : … MB and Current File size is : … MB.	The merged PDF grew past your account's size limit.	Merge fewer or smaller files—for example, narrow the query—or ask about a higher limit.
Max file count reached	The merge has more files than your account allows (merge with a query).	Narrow the query or report so it returns fewer records or fields, or ask about a higher limit.
Max file size is exceed	Despite the wording, this is the file count limit, in a merge with a configuration.	Remove entries from the configuration, or ask about a higher limit.
An error occurred while processing the PDF.	One of the files couldn't be read as a PDF—usually a damaged or password-protected PDF (merge with a configuration).	Open each source file. Replace damaged files and remove password protection.
A file could not be read or written during the merge.	A file couldn't be downloaded or converted. Common causes: a file type PDF Merger doesn't convert (see the supported types in PDF Merger features and functionality), especially as the first file, or a field ID that isn't a file attachment field.	Check the file types and field IDs in the configuration.
Error occured while Opening a file . file details:	A file in a merge with a query couldn't be opened as a PDF. The message names the file.	Replace or remove that file.
Error occured in merging files. File details :	A file in a merge with a query couldn't be downloaded, converted, or merged. The message names the file and the cause.	Check that file's type and the field IDs in `clist`, `s3fid`, or `dbfid`.
Error occured . <br> Error descriptionThere are no records retrived for the query	The query or report returned no records.	Check `dbid` and the query. Remember the query can't contain spaces.
Error occured With AWS while downloading document from s3	Amazon S3 refused the download—for example, the bucket doesn't exist or your S3 credentials can't read it. The message includes the table, record, and field.	Check the bucket name and that your S3 credentials have access to it.
Error occured while downloading document from S3	Another problem downloading from S3. The message includes the bucket.	Check the bucket name and the S3 key field.
Error occured while downloading files from Dropbox -	A file couldn't be downloaded from Dropbox. The message names the file.	Check the file name and folder fields, and that the file is in that folder.
Error With quickbase While uploading the merged file.	Quickbase refused to save the merged PDF—for example, the token can't edit that table, the record doesn't exist, or the field ID is wrong.	Check the destination table, record, and field, and the token's permissions.
Error occurred while retrieving merged files.	There was nothing to save—usually every source field was empty.	Check that the source records have files in the fields you named.
Configuration Key format Is incorrect	The last entry of `Configuration` (where to save) is empty or malformed.	Check the last entry: `{dbid}:{Record ID#}-{field ID}`.
Error occured with quickbase . or Error occured .	Another Quickbase or general error. The rest of the message has the details.	Read the details. If they don't help, contact support (see below).

The merge finished, but the PDF isn't right

What you see	Likely cause
A file is missing from the merged PDF	The source field was empty, the S3 key didn't exist, or the file type isn't one PDF Merger converts—PDF Merger skips these and merges the rest. In a merge with a query, also check that `clist` starts with `3`; PDF Merger skips the first field ID in the list.
A page appears twice	In a merge with a configuration, a file type PDF Merger doesn't convert can cause the previous file to be merged again. Remove or convert that file.
Files are in the wrong order	With a configuration, files are merged in the order of the entries. With a query, by `slist` (Record ID# by default), then in `clist` order within each record.
The PDF was saved to a Quickbase field instead of Amazon S3	Parameter names are case-sensitive. Use `S3=Y`, not `s3=Y`.
An older error is still in Merger Error Details after a successful merge	When the merged PDF is saved to Amazon S3, the error field isn't cleared. Clear it by hand.
A merged file in Dropbox was replaced by another record's	Dropbox files are named `{fn}.pdf`. Use a different `fn` for each record, for example by adding the Record ID#.
The same record is merged again and again	The email notification fires on the fields PDF Merger updates when it finishes. Add a condition, as described in Choosing when to notify.
Merged Date changed, but there's no new file	Merged Date is also updated when a merge fails. Check Merger Error Details.

Contacting support

If you can't solve the problem, submit a technical support case. Include the app and table, the Record ID#, the date and time of the merge, and the values of the trigger field and Merger Error Details.