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

Amanda Jennewein
Amanda Jennewein
  • Updated

Published Date: Month Date, Year (January 2, 2026)

Validated: Yes/No

Audience: Everyone, Signed-in Users (Customers), Internal

Products and Versions Covered:

  • Jama Connect® version(s)
    • Cloud/CVC
    • Self-hosted, including Jama Connect® 9.17.1 and earlier versions

Summary

When attempting to create or export a PDF in Jama Connect®, you may receive the following error:

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

This error is related to an update to the iText license used for PDF creation. Depending on your Jama Connect® version and license configuration, you may need to upgrade Jama Connect® or apply an updated license.

Resolution

Follow the guidance below based on your Jama Connect® version and license configuration.

If you are on Jama Connect® 9.17.1:

  • Check the Admin Console for a license update. The update will appear as a new sequence.
  • Apply the updated license by deploying the new sequence. This resolves the PDF export issue.
  • If your environment is offline or air-gapped, you may need to apply the new license file manually. Contact your Jama Software Customer Success Manager if you need assistance with this process.

If you are on an earlier version and your license is not pinned:

  • The updated license is tied to Jama Connect® 9.17.1.
  • If you are using an earlier version without a pinned license, you may have difficulty finding a sequence that includes the license update and is associated with your current version.
  • Upgrade to the latest supported self-hosted version of Jama Connect® to resolve the issue.
  • If you need to apply the updated license to your current version without upgrading, follow the instructions in KOTS - How to manually upload a new Jama license file.

Temporary workaround

If you need to export a report or document before you can upgrade or update the license:

  1. Export the report or document to Microsoft Word instead of PDF, if Word export is available for the report type.
  2. Open the exported document in Microsoft Word.
  3. Use Word's built-in Save As feature to save the document as a PDF.

This workaround allows you to create a PDF while you complete the applicable license update or Jama Connect® upgrade.

Additional Resources

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