The conversion call is stuck and never comes out of it

GroupDocs.Conversion Product Family
1

When converting a particular document, the process gets stuck at the convert call and never comes out of it or takes an unusually long time to complete(2-3 days). This is making our application unusable and affecting multiple customers. Please prioritize this issue as it is having a major impact on our business.

Please let us know why this issue is occurring with this specific DOCX file so that we can advise our customers to temporarily avoid using the affected functionality.

Providing the jstack trace and the template used below
TemplateAndJStack.zip (86.3 KB)

2

@ravi1994

It seems that you are experiencing a significant issue with document conversion where the process gets stuck, particularly with a specific DOCX file. This can indeed be frustrating and impact your application’s usability.

Here are some steps you can take to troubleshoot and potentially resolve the issue:

  1. Check for Updates: Ensure that you are using the latest version of the GroupDocs.Conversion library. Updates often include bug fixes and performance improvements that could resolve your issue.

  2. Analyze the Document: The specific DOCX file may contain complex elements (like large images, embedded objects, or extensive formatting) that could be causing the conversion to hang. Try simplifying the document or breaking it down into smaller parts to identify if a particular element is causing the issue.

  3. Review the Stack Trace: Since you have provided a jstack trace, analyze it to identify where the process is getting stuck. This can give insights into whether it’s a resource issue, a deadlock, or something else.

  4. Environment Check: Ensure that your environment meets the necessary requirements for running the conversion process. Insufficient memory or CPU resources can lead to long processing times.

  5. Logging: Implement logging around the conversion call to capture more details about the process. This can help in diagnosing the issue further.

  6. Contact Support: If the problem persists, consider reaching out to GroupDocs support directly. Providing them with the problematic document and the stack trace will help them assist you more effectively.

In the meantime, you may want to advise your customers to avoid using the affected functionality until a resolution is found.

If you have any further questions or need additional assistance, feel free to ask!

Sources:
[1]: Technical Support | Documentation
[2]: GroupDocs.Conversion for Java - Documentation

3

This issue has been tested with GroupDocs conversion versions 25.2.1 and 25.3, and it is reproducible in both versions.

4

Hello @ravi1994 ,

We’re sorry for the inconvenience, but we need more details about your conversion process. You mentioned that you’re converting a .DOCX file but didn’t mention the output format or provide the conversion code. Since LoadOptions and ConvertOptions can affect the result, please share the complete conversion code to help us investigate the issue.

5

Sure @evgen.efimov, will share the sample project in a while.

6

Attaching the sample project where the issue is reproducible. Please use below commands to reproduce.

mvn clean install 
docker build -t groupdocs-converter-1:latest . 
docker run -p 8080:8080 --tmpfs /app/fonts-directory:rw,size=128m --rm groupdocs-converter-1:latest

Then run the below curl command
curl --location --request POST 'http://localhost:8080/api/conversion/convert-to-pdf?orgId=Org1&fileName=TestDocument4'

ConversionIssueSampleCode.zip (1.1 MB)

7

@ravi1994 ,

Thanks for sharing the details. We have logged this issue as CONVERSIONJAVA-2810 in our tracking system. We’ll update you as soon as we have any findings from our investigation.

8

Hi @evgen.efimov, I see that the Issue Status is Blocked. What does it mean?

Issues Status

CONVERSIONJAVA-2810 ---- Status : Blocked

We need this issue fixed as soon as possible as it is blocking multiple customers of ours. Let us know by when we can get a fix for this.

9

Hello @ravi1994 ,

The “Blocked” status suggests that this issue could be dependent on third-party libraries used in GroupDocs.Conversion for Java or another unresolved issue. According to our tentative estimates, CONVERSIONJAVA-2810 is expected to be fixed in version 25.4.

10

@evgen.efimov

Can we know which component in the docx file is causing this issue so that we will inform our customers not to use it temporarily till the fix is provided

11

Hello @ravi1994 ,

This issue is primarily dependent on a third-party library that we use. We have already reached out to their team to investigate the cause of this behavior, but it may take some time. Additionally, after discussing with our team, we have planned a hotfix that we expect to release next week to resolve the hanging issue.