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K
kovacsteps
Participant
April 23, 2018
Question

General Failure Error

  • April 23, 2018
  • 1 reply
  • 1193 views

I have a large number of files that were sent to me from a client. When I open many, not all< of them in Acrobat Reader Pro I get the following error "There was an error opening this document. General Failure." I tried to use Preview on a Mac to export a few of these broken files it back into a PDF. The files open in Preview an in Adobe Reader on a Mac but not in Acrobat Pro in a Windows environment. Is there a fix?

Thanks

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1 reply

Adorobat
Adorobat
Participating Frequently
April 24, 2018

Hi Kovacsteps,

As per the issue description mentioned,  you are getting general failure error when trying to view pdfs in Acrobat Reader, is that correct?

Would it be possible to share one of the pdf files with us? To share the file here in the forums, please refer to the steps given here: How to share a file using Adobe Document Cloud

Also, let us know dot version of Reader you are using to view pdfs. To check the version in Reader, refer to the steps given in this link:

Identify the product and its version for Acrobat and Reader DC

Thank You,

Shivam

K
kovacstepsAuthor
Participant
April 24, 2018

Hey Shavim,

Thank you for your response.

Here is the link to one of the files we are having a problem with.

https://files.acrobat.com/a/preview/50323d48-994e-4cfc-90ff-1eb2769cd27e

The version we are using is 11.0.23.22

It may be worth noting that we are using windows 2008 server hosted in Amazon Cloud. And this issue presents itself with this file and a large number of files we received from the same client at the same time. Additionally we are not having this issue when using the Adobe Acrobat Pro on MacOS on the same computer.

I look forward to any guidance you met have

Thank you again,

Eddy Kovaz

Sent from my iPhone

Adorobat
Adorobat
Participating Frequently
July 12, 2018

Hi Eddy,

Sorry for the delay in response.

We tried replicating the issue in Acrobat Pro XI ( version 11.0.23) on windows machine but the issue was not reproducible.

You may try printing the file to Adobe PDF printer in Acrobat and try opening the files again and check.

Print to PDF

-Shivam

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