ASR Print Preview Problem. Embedded Adobe Acrobat/Reader Forms are NOT Displayed. Dark Grey Area Displayed Instead. (Doc ID 2228896.1)

Last updated on AUGUST 22, 2023

Applies to:

Symptoms

MetaSolv Solution version 6.2.1 running on Windows 7

The ASR Print Preview forms do NOT display after configuring the MetaSolv Solution client application's tbs.exe to "Run this program in compatibility mode for" Windows XP (Service Pack X) per Doc ID 1639575.1. The application only displays a grey area where the forms should be displayed.

Also, selecting View > Refresh throws an Adobe Acrobat/Reader error (see below).

Error Text and Image

Recreation Steps

The issue can be reproduced at will with the following steps:

1. Configure the MetaSolv Solution client application's tbs.exe to "Run this program in compatibility mode for" Windows XP (Service Pack X) per Doc ID 1639575.1

2. Start the MetaSolv Solution application

3. Order Management

4. Query for an ASR order

5. Select Options > Preview... from the menu or right-click on the ASR order in the Service Request Search window and select the same option

Note that the ASR forms are NOT displayed and only a grey screen is visible where the forms are expected. Also, selecting View > Refresh throws the Adobe Acrobat/Reader error previously described.


Business Impact

Due to this issue, users cannot view the ASR order using this feature.

Changes

Customers may experience this behavior after configuring the MetaSolv Solution client application's tbs.exe to "Run this program in compatibility mode for" Windows XP (Service Pack X) per Doc ID 1639575.1 to avoid the application freezing/locking up in various areas.

Cause

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