Empower Browser in LMS shows "Getting PDF report for preview...", but report does not appear - WKB53815

SYMPTOMS

• When loading a PDF report in the Empower Browser in LMS, a progress bar appears with the message "Getting PDF report for preview...", but the PDF report does not appear

ENVIRONMENT

• NuGenesis 9 LMS
• NuGenesis 8 LMS
• NuGenesis 8 ELN
• Empower 3
• Empower 2

CAUSE

The Empower project has reached its quota for database tablespace; or, the "Waters Internal Queue -- Do Not Use" printer is incorrectly installed.

FIX or WORKAROUND

1. Increase the tablespace quota for the relevant projects (not applicable to Empower 3 FR5 and later versions):
   1. Log in to the Empower client and open the Configuration Manager.
   2. Right-click on the project and click Properties.
   3. Select the General tab.
   4. Increase the Database Tablespace number quota.
2. Reinstall the Empower PDF print driver.
   • Empower 3 FR4 and later: WKB30545
   • Empower 3 FR3 and earlier:  WKB13633
3. Check the Adobe PDF Library registry keys for invalid paths (WKB62061).
4. Restart the client machine or Citrix server.

ADDITIONAL INFORMATION