Friday, January 3, 2020

Ellie Mae Encompass: Encompass Has Stopped Working, while trying to print custom forms


Encompass Crashes and Quits While Trying to Print Custom Forms

Article Number: 31474
Created On: Sep 08, 2017
Updated On: Jun 04, 2019

Details:
When attempting to print documents in Encompass the program freezes and the following error is encountered:
Encompass Has Stopped Working!

Article Details:

This error is a commonly related to the current version of Adobe on the machine. Encompass requires a version(s) of Adobe Acrobat Reader to be installed for PDF document processing. The Encompass software does not support Adobe Acrobat (the paid premium version). Both Adobe Acrobat (paid premium edition) and Adobe Acrobat Reader DC (free version) can exist on the same machine, but Adobe Acrobat Reader DC must be the default program for all PDF documents.

How to Fix


Check that a version of Adobe Acrobat Reader DC is installed on the machine:
- Windows Start menu -> Control Panel -> Programs -> Programs and Features
If a version of Adobe Acrobat Reader DC does not exist, it can be downloaded and installed through the following link: https://get.adobe.com/reader/otherversions/
If a version of Adobe Acrobat Reader DC does exist, check if Adobe Acrobat is installed as well. If so, ensure that Adobe Reader DC is set as the Default Program for all PDF documents:

- Windows Start menu -> Control Panel -> Programs -> Set your default programs
- select Adobe Acrobat Reader
- select Set this program as default
- click OK
OR
- Right Click on a PDF file
- then choose default program

Try printing through Encompass once more.

If the issue still persist, the existing installation of Adobe may be corrupt. Uninstall all versions of Adobe Acrobat and/or Adobe Acrobat Reader DC from the machine.
- Windows Start menu -> Control Panel -> Programs -> Programs and Features
- Once uninstalled, reboot the machine
- If applicable, re-install Adobe Acrobat
    Note: if your using Adobe Acrobat Pro, you will need a valid CD key for re-installation.
- Re-install Adobe Acrobat Reader
- Verify that Adobe Acrobat Reader is listed as the Default Program for all PDF documents

Try printing through Encompass once more.

An Alternative Method

Install Foxit Reader and use it to print Encompass documents instead. It works well, but is not recommended. 


Gibberish and Gobbledygook in Printed Documents

if you see gibberish and gobbledygook in your printed documents, that were produced using the paid and premium edition of Adobe Acrobat, you must choose the option to use system fonts only, or use Foxit Reader to print them instead.  Ellie Mae tech support advises that you should install Adobe Reader and make it the default PDF reader.  Do not use anything other than the free version of Adobe Reader.  Our own experience shows that Adobe DC 2015 is very buggy on Windows 10. It was built for Windows 7 and seems to run just fine on Win7 but not on Win10.

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