uStore proof - uProduce error: Fatal generic system error: XMPieOnNewRecordsCommand. exception - The server threw an exception.

[markb]

Hello- we have a support case open on this and I wanted to check with the group for any insight.  Here are our app versions:

uStore - Version 8.6 Build 3860

uProduce - Version 8.2.3 Build 9418

A client has a uStore site setup with order approval permissions and we have two orders that have failed Proof PDF jobs and therefore, the client admin approving orders on the site cannot view the proofs for these order (the site lists the proofs as "proof error)

uStore order: 31645 -  ordered: 2/17/2017 10:11:55 am 

uProduce failed Proof PDF Job id: 105273 , 2/17/2017 10:10:48am 

uProduct error: Fatal generic system error: XMPieOnNewRecordsCommand. exception - The server threw an exception. 

uStore order: 79445 - ordered: 2/15/2017 5:02 pm 

uProduce failed proof PDF job id: 105181, 2/15/2017 4:58:30pm 

uProduce error: Fatal generic system error: XMPieOnNewRecordsCommand. exception - The server threw an exception. 

I've previewed the user accounts with above order and clicked "reorder" and I can generate a proof ok, so the products / text input to the dynamic products seem ok.

The site generates 10-15 orders a day lately and this is the first time we've had an error like this- it seems "random".

Couple questions:

1. Does uStore auto create a proof job of dynamic products upon checkout? We don't require the user to view / generate a proof.

2. That's a fairly generic error from uProduce. I've looked over the logs and not sure which log might have a bit more information.

3. Any "easy" way to prevent / fix proof errors? I was hoping when someone is reviewing an order, and clicked the thumbnail, the system would generate a new proof job on uProduce, but I think it references a previous proof job id

4. Anyone else experience this generic system error before? It seems a bit random to me at this point since I've had 10-15 new orders for these products placed over the weekend and they proof ok.

Thanks- Mark

[Tyrone]

Try processing files with Legacy PDf it happened to me with using PDF and PDFvt we found the issue was there was a font that did not have the correct Glyphs and therefore was erroring out on PDF and.

 

Regards,

 

Tyrone O’Brien

Director | DM Solutions Specialist

 

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[couch]

When a customer updates the preview in uStore, it does generate a new job based on the proof jobid, but replaces customization values.

Anyhow, you need to identify the error in the job center and figure out how to fix it - eg perhaps your plan is trying to use some logic on a value that the customer is not entering?

[markb]

Thanks Couch, I've had a remote session with support and it truly seems like an intermittent issue that is still unknown. I may change the user proof from PDF to JPG if the issue happens again, but as it stands now the issue has only happen twice this month with 5 to 15 orders a day flowing since 11/1/16. The only practical advise from support at this point was to reindex our database for good measure.

[eko...@gmail.com]

I've been seeing more of these errors lately and the failure is not necessarily the job that throws the error. Sometimes it is a missing glyph for a few jobs prior. I haven't been able to put my finger on the exact pattern yet, but I have seen it in multiple XMPie systems around the country. The legacy PDF that Tyrone suggested might work, but it will most likely drop the character that is missing from the font set which is good and bad (the job will process, but the missing character is a blank space).

The root cause has usually been foreign characters in a font that doesn't have a corresponding character.

[emendor]

Hi there,

I'd the same message, but the problem comes from our file name length, assigned by our own store system, hope this can help some one

Thanks,

Ernesto