Body
Environment
M-Pathways: Student Administration (CSPROD), Human Resource Management System (HCMProd), Financials & Physical Resources System (FINProd)
Document Imaging
Issue
Attempting to open a document/PDF link in the M-Pathways system results in the error message: "An error occurred. An error was encountered while processing the file. Some features might not work"
Resolution
The "An error was encountered" message is a known issue caused by the the Adobe Acrobat extension for Google Chrome. There are two options for resolution:
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Disable or remove the Adobe Acrobat extension from Google Chrome.
- Click the 3 vertical dots in the upper-right corner.
- Select Extensions > Manage Extensions.
- Toggle the Adobe Acrobat: PDF edit, convert, sign tools extension off.
- The toggle switch will be on the right and highlighted blue to indicate the extension is ON.
- The toggle switch will be on the left and white/gray to indicate the extension is OFF.
- Alternatively, you can click Remove if the extension is not needed.
- Navigate back to the M-Pathways page and try viewing the document again.
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Use an alternate browser (Firefox, Microsoft Edge, Safari).
If this error occurs while you are running a process in one of the MPathways systems, you can manually retrieve the PDF using the Process Monitor:
- Within MPathways (CSProd, HCMProd, FINPROD), click the Compass icon in the upper right.
- Select Menu > PeopleTools > Process Scheduler > Process Monitor.
- Locate the row that corresponds to your report.
- You can adjust the filter information and click Refresh to refine your search.
- Click Details, on the far right.
- Click View Log/Trace to access the associated output files.
Additional Information
Computer or browser updates may automatically re-enable the Adobe Acrobat extension. As a result, you may need to disable the extension on more than one occasion.
Need additional information or assistance? Contact the ITS Service Center.