Use this guide when a PDF tool is unavailable, a file cannot be opened or an operation does not finish as expected.
PDF Tools create a new file. If an operation fails or you close it before saving, your original PDF or image is not changed.

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PDF Tools does not appear

First, select a file in Case Documents or Library. The PDF Tools menu appears when the selected files can be used by at least one PDF tool.
  • For PDF tools, select PDF files only.
  • For Images to PDF, select JPG or PNG images only.
  • Do not select a folder together with the files.
  • Do not mix PDFs and images in the same selection.
If the menu still does not appear, clear the selection and select the files again.

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A tool is greyed out

Each tool needs a particular type and number of files: Move your pointer over a greyed-out tool to see what needs to be selected.

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The PDF is password protected

A password-protected PDF may open in a normal PDF viewer but still prevent AdviserAide from changing it. Remove the password using the application that created the PDF, save an unlocked copy, upload that copy to AdviserAide and try the tool again.

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The PDF could not be read

The file may be incomplete or damaged. Try opening it on your computer first.
  1. If it does not open, obtain a new copy of the PDF.
  2. If it opens, use Save As or Print to PDF to create a fresh copy.
  3. Upload the new copy to AdviserAide and try again.

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The file is too large or too many files are selected

PDF Tools use the following limits: Use fewer files, split a large PDF into smaller sections, or reduce the file size before trying again.

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Split PDF does not accept the page range

Enter each page or range separated by a comma. For example:
This creates three PDFs: pages 1 to 3, pages 4 to 6, and page 9. Check that:
  • every page number exists in the PDF;
  • the first number in a range is not higher than the last number;
  • the split will create no more than 50 files; and
  • the range does not include every page as one output, because that would create the same PDF again.
When using Split into equal parts, enter a whole number of 2 or more. The number of parts cannot be greater than the number of pages in the PDF.

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Compress PDF says no copy was created

This means the PDF is already efficiently compressed at the selected level. AdviserAide leaves the original file unchanged rather than creating another copy of the same size. Try Small file or enter a Custom target size if you need a smaller copy. A stronger compression setting may reduce the quality of images in the PDF.

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A PDF or image cannot be inserted in PDF Organiser

For Insert PDF, choose a PDF that is not password protected. For Insert image, choose a JPG or PNG image. If the correct file type still cannot be inserted:
  1. Open the file on your computer to check that it works.
  2. Save a fresh copy of the file.
  3. Return to PDF Organiser and insert the new copy.
If inserting the file would take the document above 500 pages, remove pages or insert a smaller PDF.

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Add PDF Notes will not save

Add at least one note and enter a name for the new copy before selecting Save as copy. If the PDF preview does not open, close the window and try again. If the PDF is password protected, remove the password and upload an unlocked copy first.

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The operation stopped or the new file was not saved

Large PDFs and image-heavy documents can take longer to process. Keep the PDF tool open while AdviserAide is downloading, processing and saving the new file. If you see an error saying the operation stopped responding, could not be uploaded or could not be saved:
  1. Close the PDF tool.
  2. Check that your internet connection is working.
  3. Refresh AdviserAide and try the operation again.
  4. For a large document, try fewer files or fewer pages at a time.
After a successful operation, the new file appears in the folder selected under Save new copy to. Refresh the document list if it does not appear immediately.

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Still having trouble?

Take a screenshot of the complete error message and contact AdviserAide Support. Include the name of the PDF tool, the file type and what you selected immediately before the error appeared.