Support

Troubleshooting

Problem
Solution
No documents in any format will show in Able2Extract.

(1) Ensure that Able2Extract is installed correctly on your computer. Try re-installing Able2Extract.

(2) If the problem persists, please send us a detailed email to techsupport@investintech.com describing your problem and we will work to solve it with you.

I am receiving a message that says "PDF_EXCEPTION_ ENCRYPTED" Certain PDF documents are protected or encrypted by the creator of the PDF file. Currently, Able2Extract does not decrypt these types of documents due to copyright laws. Therefore, they cannot be viewed or converted using Able2Extract.
Certain portions of the PDF document I've opened in Able2Extract show unrecognizable characters. In rare situations this will occur due to the fact that Able2Extract may not support certain proprietary font types. Regardless that the data cannot be viewed in Able2Extract's PDF viewer, the proper data is often recognized by Able2Extract and can be converted into the destination formats. Thus, if you select the data that does not make sense and convert into Excel, HMTL or Text, the proper data may convert and show in those formats.
All images in my converted document are saved as one large background image and I am unable to move them independently. Graphics are saved to the background as a default setting in order to best preserve the original PDF document page layout. You can change these settings using the graphics handling options available in the Options dialog under the "View menu" this may allow you to move individual images independent of the background.
I have another type of problem with Able2Extract that is not described in this troubleshooting section. Please feel free to contact us at: techsupport@investintech.com and we will work to remedy the situation as quickly as possible.

Frequently Asked Questions

The following is a resource for our customers. It answers our most frequent product questions for Investintech's product – Able2Extract. The resource is broken into a variety of categories:

1.0 General Questions

My tech support question is very urgent. How can I get it answered faster?

Unlike many other companies, we appreciate the feedback, the ideas and the tech support queries we receive. We respond to all queries we receive and we do our best to resolve any problems related to our products.

To get the fastest possible response/resolution to your issue from us, do the following:

(a) Briefly describe your problem in the body of your e-mail.

(b) Attach the problematic source file (in most cases the PDF document). We make this request solely for problem solving purposes. We do not look at the document's contents and we will not share your file with any third parties. Furthermore, we will destroy your document when we are done with it.

(c) Send the above to techsupport@investintech.com

You can also call our tech support line at (416) 920-2539 during regular business hours (M-F 9am-6pm Eastern Standard Time)

2.0 PIN Related Issues

My PIN number does not work when I enter it. I get the message: "Invalid PIN number"?

The two most common problems for this issue are the following:

  1. You may have downloaded and tried one product but purchased a PIN for another. To solve this problem, simply ensure that the PIN you purchased is for the product you downloaded and tried before you purchased. Each product has both a "Standard" and "Professional" version – the "Professional" version includes Optical Character Recognition (OCR). The PINs for each are unique, so please ensure that you download the appropriate product.
  2. A second common cause is that your PIN may be for a prior version of the product (which happens if you purchase a new computer). PINs are unique to their version, but we do offer access to downloads for older versions. If this is the case, please contact Customer Support at cs@investintech.com. Or you can visit our Updates page and purchase the latest version of the product – in which case you will require both the new and original PIN to activate the product.

You can download the most recent version of Able2Extract by clicking here:
http://www.investintech.com/prod_downloadsa2e.htm

You can download the most recent version of Able2Extract Professional by clicking here:
http://www.investintech.com/prod_downloadsa2e_pro.htm

When prompted after installation, enter the PIN you received and the invalid PIN problem should be resolved.

If the above does not solve your problem, please email techsupport@investintech.com and we will get it working for you.

I just licensed one of your products and all I received was a PIN number. What do I do now?

When you purchase our products online, you will receive a 20-digit PIN number. This PIN number will entitle you to activate the full version of the product you purchased. The PIN number shows up on the screen after your transaction has been confirmed and it is also included in the confirmation receipt you receive by email.

In order to activate the full version of the product you purchased, you will need to input this PIN number into the demo version you downloaded online.

You can download the most recent version of Able2Extract by clicking here:
http://www.investintech.com/prod_downloadsa2e.htm

You can download the most recent version of Able2Extract Professional by clicking here:
http://www.investintech.com/prod_downloadsa2e_pro.htm

When prompted after installation, enter the PIN you received upon purchase.

3.0 Conversion Related Issues

I converted my PDF document to Word but the font in the Word document differs from the PDF fonts. How can I make it produce a font similar to the one in the PDF?

Unfortunately, our software products cannot always replicate the fonts shown in a PDF document. This is most often the case where the font in the PDF file is embedded. Embedded fonts cannot be perfectly extracted since most embedded font formats used in PDF are not recognized by Word and also because using such fonts could constitute copyright infringement due to their proprietary nature.

As such, Word will try to find the best possible match from the fonts available on your computer, or if no match is possible at all, it will default to Times New Roman.

The best solution is therefore to allow the conversion to occur and then to select the document text and change the font manually (from the list of available fonts in Word) to the one that is most aesthetically pleasing to you.

I used your product to convert a PDF file to Word using Office 2003. All went well until I gave the converted file to a co-worker who has Office 2000. The output my co-worker saw looks like postscript output. When I view it in Office 2003 it looks great. What is the problem?

The problem here is that users with Office 2003 will create Word 2003 (XML) files. Word 2003 files are NOT compatible with previous versions of Word. In other words, old Word versions cannot directly open them.

The solution here is a simple one: as soon as the file is converted to Word, go to Save As and in file format choose Word Document instead of default XML Document. Word will the save the file as an ordinary Word file that can be viewed by users with older versions of Word.

4.0 Error Messages

I am receiving the error message "parameter is incorrect" when opening a PDF file. How can I fix this?

The most common cause of this error is that the source PDF file may be damaged. To fix this problem, try returning to where you got the PDF document and try re-downloading the document or regenerating it.

If you cannot do so or doing this does not solve the problem, please send us an email with the file attached to techsupport@investintech.com and we will try to determine the cause and see if it can be repaired.

I keep getting the error message "unable to launch Word". I have restarted my computer and I am still getting the same message.

The cause of this is error is that Word is not completely installed on your computer.

In order to rectify this problem, follow these simple steps:

  1. Click on the "Start" menu in Windows
  2. Click on "Run..."
  3. Type exactly the following in the textbox: "winword /regserver"
  4. Press "OK"
  5. Wait for few seconds until Word completes running
  6. Restart your computer and try Able2Extract conversion again.

If the above does not work, you can also try to manually open Word prior to undertaking the conversion with Able2Extract.

With Able2Extract, you can also attempt the PDF-to-Word RTF conversion. This will work even if your computer has no Word installed.

I keep getting the error message "Could not Launch Excel – Try a few seconds Later or restart your computer."

The cause of this is error is that Excel is not completely installed on your computer.

In order to rectify this problem, follow these simple steps:

  1. Click on the "Start" menu in Windows
  2. Click on "Run..."
  3. Type exactly the following in the textbox: "excel /regserver"
  4. Press "OK"
  5. Wait for few seconds until Excel completes running
  6. Restart your computer and try the Able2Extract conversion again.

If the above does not work, you can also try to manually open Excel prior to undertaking the conversion with Able2Extract.

Fatal internal error #16

This error is very rare and should never occur. If you are receiving this error, please send us an email with the file attached to techsupport@investintech.com

I am getting the message "Fatal Internal Error #24"

This error indicates that the conversion to Excel has started but somewhere along the way it hit a snag with Excel.

One possible error may be how big the selection is that is being converted. Older versions of Excel have a 65,000 thousand row spreadsheet limit. As such, more than 100-200 pages should not be converted into a single workbook at a time. This will ensure that the conversion limit is not reached.

If you are receiving this error, please feel free to send us an email with the file attached to techsupport@investintech.com

5.0 Product Capability Questions

How can I extract text from a PDF using vb.net

Investintech has PDF-to-Text extraction available as a Windows DLL. The Windows DLL can be called from Visual Basic.

If you would like to know more, we can send out a demo/test version of the Investintech SDK that includes this DLL and a simple Visual Basic example of how to use it.

Please email sales@investintech.com for more details

Do you have a command line version of Able2Extract that could be used on a web server to dynamically convert files?

For the application described above, it would probably be most appropriate to use the DLL version of Investintech's conversion technology. Investintech also has a command line version, which is most appropriate for shell (command line) scripting than for integration into a web server system.

Do Able2Extract have a version that works in a batch/unattended mode?

Both Able2Extract have batch solutions available. It is in the form of a command line program. In this mode, users give the name of a source PDF file and the name of the destination Excel file. The rest is then done automatically.

This version is not currently available for download on the Internet. You can gain access to a demo version by contacting sales@investintech.com

6.0 Excel Related Issues

On your PDF to Excel conversion capability – can you convert colour-coding within reports and the colour keys to Excel?

Yes. As an example, in a conversion from PDF to Excel, the red letters in a PDF would be converted to red in Excel, green to green etc. The only exception is white, or almost white letters in PDF – they are converted to black; since white-on-white is not visible and people can be confused with such a conversion.

I have a PDF file with very long numbers in it. For example, the number as it appears in one column is: 447787574382. However, when converted to Excel, the number that appears in the Excel cell is: .47788+11. What is the problem here?

This is simply default Excel behaviour. Numbers that are very long (such as 447787574382) are represented in exponential notation.

The solution to this is to: do the conversion, then select ALL the numbers from number column and then right click on them and choose "Format Cells" option. Then instead of "General" choose "Number" and set number of decimal places to 0.

7.0 Product Limitation Questions

I used the Able2Extract Free Trial Version on a PDF file and I was only able to convert 3 pages of my file at a time. How come?

The free trial of Able2Extract is designed this way in order to give users the ability to test the PDF to Excel conversion prior to purchasing the product. This will give users a sense of whether it will work for their needs prior to licensing the product.

Portions of small graphics contained in my PDF document do not convert and I am not able to highlight these portions individually either. While they appear fine when opened in your software, they won't convert into word.

The graphics in your file consist of many very small bitmap images. Able2Extract ignore bitmap images that are very small and are below certain dimensions – it does not convert them to Word. The reason for this is that Word works very poorly (crashes etc) when it is overloaded with huge number of images on a single page. So we really had no choice than to do this. Word can't consume so many images at one time.

I have a PDF file that is over 9 megabytes in size and is approximately 1100 pages long. The program was not able to complete opening the file and had to be closed from task manager as it was clearly "not responding". Are you aware of a PDF file size limitation with your products?

Our products are specially designed to work with extra-large PDF files. For example, we have successfully opened and converted a 500MB PDF file.

The cause of this non-response may be system or memory related. Older computers with less virtual memory may have a more difficult time opening and converting a very large PDF file.

We are always very interested to receive files that do not work with Able2Extract. As such, please feel free to send us an email with the file attached to techsupport@investintech.com