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Images in header/footer of PDF output no longer show since 2019.0.11

Participant ,
Feb 14, 2020

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Our company logo was in the top right of the PDF output, but it no longer shows there since the update.

 

Furthermore, the appearance and disappearance of the header and footer text is quite erratic. Some pages show no header/footer at all, some only show a header, others only a footer, and some show both, but still without the images.

 

The images *are* visible in the master page itself.

 

I have not changed a single thing on my master page for PDF. It was working perfectly before the update. It took me quite some time to get this working correctly. In about 3 weeks we will need to release the pdf output for this project. 

 

Please Adobe, help. I can't keep spending hours and hours again on things that suddenly break when I need to release actual documents with this software. 

If you are using resources directly from the web like CSS file, image, fonts etc then their download time creates impact on some of the dynamic stuff in PDF and you can see inconsistent behaviour. Their is an internal timeout set to 1500ms but on a slower network this might not be sufficient. In update 11 a setting has been provided to control this. In the preset if you go to the PDF tab you will find "Download Timeout" field at the bottom. Try putting higher value like 15000 and regenerate the PDF.

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Images in header/footer of PDF output no longer show since 2019.0.11

Participant ,
Feb 14, 2020

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Our company logo was in the top right of the PDF output, but it no longer shows there since the update.

 

Furthermore, the appearance and disappearance of the header and footer text is quite erratic. Some pages show no header/footer at all, some only show a header, others only a footer, and some show both, but still without the images.

 

The images *are* visible in the master page itself.

 

I have not changed a single thing on my master page for PDF. It was working perfectly before the update. It took me quite some time to get this working correctly. In about 3 weeks we will need to release the pdf output for this project. 

 

Please Adobe, help. I can't keep spending hours and hours again on things that suddenly break when I need to release actual documents with this software. 

If you are using resources directly from the web like CSS file, image, fonts etc then their download time creates impact on some of the dynamic stuff in PDF and you can see inconsistent behaviour. Their is an internal timeout set to 1500ms but on a slower network this might not be sufficient. In update 11 a setting has been provided to control this. In the preset if you go to the PDF tab you will find "Download Timeout" field at the bottom. Try putting higher value like 15000 and regenerate the PDF.

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Adobe Community Professional ,
Feb 14, 2020

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This is a user to user forum although some staff will step in occasionally. If you want Adobe support you need to telephone them or mail techcomm@adobe.com.

 

Meantime your post has followed another on the subject. https://community.adobe.com/t5/robohelp/master-page-for-pdf-no-longer-takes-effect-for-existing-proj...

 

I will contact Adobe to see if they have had more reports.


www.grainge.org

www.grainge.org for free RoboHelp & Authoring info. Use the blue Reply button at the top to help me help you.
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Adobe Employee ,
Feb 14, 2020

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If you are using resources directly from the web like CSS file, image, fonts etc then their download time creates impact on some of the dynamic stuff in PDF and you can see inconsistent behaviour. Their is an internal timeout set to 1500ms but on a slower network this might not be sufficient. In update 11 a setting has been provided to control this. In the preset if you go to the PDF tab you will find "Download Timeout" field at the bottom. Try putting higher value like 15000 and regenerate the PDF.

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Participant ,
Feb 17, 2020

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That solved it, thanks!

 

It didn't have to do with the network, however, because I've got everything locally on my SSD disk. But for some reason the timeout was set to 200 instead of 1500, and that apparently was sometimes too small for the variables to compute and all the time too small for the images to load.

 

With 1500 it works perfectly from my local disk. The text as well as the images are present on every page.

 

Adobe had me scared for a while though. You can understand how I kind of panicked when something that took quite some time of trial and error to perfect (the CSS sizing of the logo and other images worked a bit erratic and the docs didn't describe where the header and foorter distances originate) was bound for another round of trialling and erroring 🙂 This will be the first document that is completely transferred to RH and will be published from RH from now on, so you can imagine that I need this to go smoothly to keep management support for the choice of RH as our main authoring tool.

 

But anyway, it works now, so thank you thank you thank you!

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Adobe Community Professional ,
Feb 17, 2020

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To clarify Vivek's answer and based on a behind the scenes conversation, 1500 is only the default for a specific project that he was looking at. The default is 200 and you only need to increase it to whatever works.

 

That said, I doubt anyone would notice much difference between the two.

 

www.grainge.org for free RoboHelp & Authoring info. Use the blue Reply button at the top to help me help you.
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Participant ,
Feb 17, 2020

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Well, given that with me it didn't work at 200, from local disk and with a relatively recent laptop, I would suggest making the default 500 or 1000, because this will probably affect more people than just me.

 

And when you try to create a master page and you just don't see appearing what you've put in, looking at some obscure timeout isn't the first thing you think of 🙂

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