'Invalid or corrupted PDF file' error when loading a Word document from a portal - Known Error

'Invalid or corrupted PDF file' error when loading a Word document from a portal Description When opening a word document attached to a knowledge article in the portal, an error message appears as 'Invalid or corrupted PDF file'

The document viewer converts the word to pdf once and stores it in the sys_attachment table when first time the document is viewed. If the converted pdf file is not present in sys_attachment table, then it will convert again, so showing correct the next time the page is reloaded.

Steps to Reproduce

Access a Word document KB article through a service portal.

Workaround In table sys_document_viewer_status the attribute attachment_number has been upgraded from type string to type reference since Orlando. The issue can be caused by the PDF plugin not getting upgraded on a previous instance upgrade.

Ensure the "word to pdf" conversion record for the attachments are not removed from sys_attachment table due to a table cleanup. Alternatively, the system property 'com.snc.documentviewer.retention_days_converted_file' needs to be set to some high value to avoid the attachments to be removed.