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R
richardn21234226
Participant
January 1, 2018
Question

How can I access a password protected document that does not accept the password because Acrobat thinks the CAPS LOCK key is on?

  • January 1, 2018
  • 2 replies
  • 2763 views

I receive a monthly email from friends that password protection.  I have the password.  I trust the friends.  Since updating Adobe Acrobat Reader DC, when I enter the password, the document is NOT opened, and I get the message, "The password is incorrect. Please make sure that the Caps Lock key is not on by mistake, and try again."  The Caps Lock key is NOT on, and I know I have entered the password correctly.  I have even tried to open documents sent to me a year ago--that I successfully opened upon receipt--and I cannot open them now.

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    2 replies

    jane-e
    Community Expert
    jane-eCommunity Expert
    Community Expert
    January 1, 2018

    You might email them back and tell them you can't open it. There is a possibility they mistyped it (or had caps lock on) when they sent it to you. I personally use a Security Policy to avoid that situation, but the error could be possibly be theirs.

    T
    Test Screen Name
    Legend
    January 1, 2018

    It doesn’t say caps lock is on, only that this might be the cause of problems. Do these passwords contain a hyphen (minus sign)? That’s the only issue I’ve heard of. Otherwise, file damage can do this.

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