Who is this article for?

Please Review Users encountering Please Review not starting, using v8.1-v8.3.

Server Access is to see the logs is required

This article outlines the steps to examine the scenario where since 13 December users might experience the following message when accessing PR:

Ideagen Please Review error

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Something went wrong when we tried to process your request.

 

Please Review server could not be started.

1. Check the logs

First step is to check the TaraWeb.log files under Runtime\data\log\.

If they have a message Error loading iText license key file ... itextkey-core-d7c2d03892ca272a71fc5bc011c1aa0866f150d963a17043e6b0a8cb6bd5ff91.json, this indicates the wrong license file is being picked up by the component we use for handling PDF functionality in PR.

If this message is not there, then this would need to be investigated as a different root cause.

2. Fix

To fix this:

1. Access the server and navigate to the Please Review\Runtime\Config folder in WIndows File Explorer
2. Delete the expired license file located named: itextkey-core-d7c2d03892ca272a71fc5bc011c1aa0866f150d963a17043e6b0a8cb6bd5ff91.json
3. Restart the TaraService service and the IIS application pool.
4. Ensure Please Review login page is now loading successfully. 

3. Preventing in future

Our Dev team are investigating with iText how to prevent this in future as part of Dev case PR-39610 so it doesn't reoccur. We have also removed this file from all our hosted customers running those versions of Please Review. In addition, we have removed this file from the affected server downloads to prevent this too. We have also sent out a notification to customers who host their own PR instance advising on this so that they may act before it restarts.