“License update required for PDF creation. Contact your system admin or support.”

Author: Amanda Jennewein

Date: April 28, 2025

Audience: Self-hosted customers

Environmental details: Replicated Standard/KOTS

Summary

Error: "License update required for PDF creation. Contact your system admin or support."

This relates to a recent iText license update.

Upgrading to the latest supported version of Jama Connect® will resolve the exporting issue.
We recommend working with your internal teams to plan an upgrade if you haven’t already.
If you need help with upgrade planning, please don't hesitate to let us know.
- Contact your Jama Software Customer Success Manager if you wish to move to our Cloud-hosted solution or purchase guided upgrade assistance.
- If participating in a Jama Software Success Program, you can use available credits for guided upgrade assistance.
Upgrading from Jama Connect® Traditional/Native channels to KOTS

Please check your Admin Console for a license update. It will appear as a new sequence.
Applying the updated license (by deploying the new sequence) will fix the PDF export issue.
If your environment is offline ("air-gapped"), you may need to apply the new license file manually. If you need help with this process, you can contact your Jama Customer Success Manager.

The updated license is tied to version 9.17.1.
If you are on an older version and do not have a pinned license, you may experience challenges finding a sequence that contains the license updates but is associated with your current version.
In these cases, upgrading to the latest self-hosted version of Jama Connect® (v9.17 or later) is the recommended solution. We understand that internal approval processes can take time, and we are here to support you throughout.
To apply the updated license to your current version (without upgrading to v9.17), please follow the steps outlined in this article: KOTS - How to manually upload a new Jama license file

If you need to export a report or document urgently, you can:

Export to Word instead of PDF (if the option is available in your report type).
Once exported, save the Word document as a PDF using Word’s built-in Save As feature.

This will allow you to continue working while you plan your upgrade to the latest version of Jama Connect®.

Please feel free to leave feedback in the comments below.

Related to