PDF Export page failing to load

  • 7020600
  • 30-Sep-2014
  • 07-Aug-2017


Retain 3.x


The Retain Server fails to open the Exported items page when exporting items to PDF. The error looks like this:


This issue results from non ascii characters being used for a summary in the PDF. To resolve this error temporarily, follow this steps:

1) Browse to exports directory

PDF exports are saved per user. To find the corrupt message, browse to the exports directory for that user. The exports directory is located where Retain stores its archives.

2) Edit xml file

The error is in the XML file for a given export. Since the character was not properly encoded into XML, Retain fails to parse the XML document. The bad data is typically in the Title or Summary section of the XML file. Remove any non-ascii characters and save the file

Repeat for each xml file in the directory that has bad data.

Once the file is saved, the Exported Items Page can be opened and the error will no longer be present. If the issue remains then please contact support.

Additional Information

This article was originally published in the GWAVA knowledgebase as article ID 2374.