Troubleshoot Automated Forms Conversion Service

The document provides basic troubleshooting steps for common errors.

Common errors

Error Example
Error Message
The access token header is not available.

Reason
An administrator has created multiple IMS configurations or IMS configuration is not able to reach AFCS service on Adobe Cloud.

Resolution
If there are multiple configurations, delete all the configurations and create a new configuration.
If there is a single configuration, use Health Check to check connectivity.
The access token header is not available
Error Message
Unable to connect to the service.

Reason
Incorrect service URL or no service URL is mentioned in Automated Forms Conversion Service cloud services.

Resolution
Correct Service URL in Automated Forms Conversion Service Cloud services.
Unable to connect to the service.
Error Message
The service failed to convert the form.

Reason
Network connectivity issues at your end, the service is down due to scheduled maintenance, or outage on Adobe Cloud.

Resolution
Resolve network connectivity issues at your end and check the status of the service on https://status.adobe.com/ for a planned or unplanned outage.
Unable to connect to the service.
Error Message
The number of pages is more than 15.

Reason
The source form is more than 15 pages long.

Resolution
Use Adobe Acrobat to split forms with more than 15 pages. Bring the number of pages in a form to less than 15.
Unable to connect to the service.
Error Message
The number of files is more than 15.

Reason
The folder contains more than 15 forms.

Resolution
Bring the number of forms in a folder to less than or equal to 15. Bring the total number of pages in a folder less than 50. Bring the size of the folder to less than 10 MB. Do not keep forms in a sub-folder. Organize source forms into a batch of 8-15 forms.
Unable to connect to the service.
Error Message
The source file format is not supported.

Reason
The folder containing source forms have some unsupported files.

Resolution
The service supports only .xdp and .pdf files. Remove files with any other extension from the folder and run the conversion.
Unable to connect to the service.
Error Message
Scanned forms are not supported.

Reason
The PDF form contains only scanned images of the form and contains no content structure.

Resolution
The service does not support converting scanned forms or an image of a form to an adaptive out-of-the-box. However, you use Adobe Acrobat to convert the image of a form to a PDF Form. Then, use the service to convert the PDF Form to an adaptive form. Always use a high-quality image of the form for conversion in Acrobat. It improves the quality of the conversion.
Unable to connect to the service.
Error Message
Encrypted PDF form is not supported.

Reason
The folder contains encrypted PDF forms.

Resolution
The service does not support converting an encrypted PDF form to an adaptive form. Remove the encryption, upload the non-encrypted form, and run the conversion.
Unable to connect to the service.
Error Message
Unable to parse meta-model JSON schema.

Reason
The JSON schema supplied to the service is not properly formatted, contains invalid characters, or uses invalid syntax to map components.

Resolution
Check the formatting of the JSON file. You can use any online JSON validator to check the formatting and structure of the schema. See, Extend the default meta-model article for information on meta-model syntax.
Unable to connect to the service.

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