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Question

Only with one user the document is damaged and cannot be repaired

Forum|Forum|9 years ago
January 30, 2017
10 replies
1515 views

Hello,

Only with one user do I have this issue, "Error: the document is damaged and cannot be repaired. Adobe Reader could not open because it is either not a supported file type or because the file has been damaged (for example, it was sent as an email attachment and wasn't correctly decoded)."

Our CEO, for some reason, when pdf's come to her, from various people, and at an increasing rate, she has been getting this error. Even more so, when she will get a pdf, be able to read it, and then send it to someone else, they are now unable to open it.

I have installed the updates, I have uninstalled and re-installed reader, I have upgraded to DC, removed DC and installed a third party pdf viewer. All without achieving a solution. In the office, we all use the same ISP. I have even tried suggestions like Resolve damaged document error when opening PDF files .

With only being on this new job for 2 months, I'd really like to resolve this for the CEO.

I would like to thank you in advance for your valuable time, help, and consideration.

This topic is closed to new replies. Start a new post to keep the conversation going.

C

cliffj-cybersecurityAuthor

Participating Frequently

Okay,

Now I'm really headed into unfamiliar territory.

We use Ipswitch Imail in a POP/SMTP configuration, and most users then have Outlook bring their email down for viewing and such. There are already other things that I do not like about the configuration, but that's another story.

What could I do now?

T

Test Screen Name

Legend

The evidence suggests the email process is corrupting it. Examine the email apps. But also understand that corrupting attached PDF files in EMSIL is common. Email is not the best way to do this.

C

cliffj-cybersecurityAuthor

Participating Frequently

A little clearer, the pdf file I received was fine, I then forwarded it to the CEO, that then could not open it.

C

cliffj-cybersecurityAuthor

Participating Frequently

Okay, received a pdf file, sent it to the CEO, it was corrupt.

Both files are the same size.

Opened with Notepad++ and the good file shows 10108 lines and the corrupt shows 10576.

T

Test Screen Name

Legend

Personally I would focus on a detailed analysis of the difference between the good and bad files. What are the sizes, to start with? I'd go into a byte by byte analysis before involving the ISP.

C

cliffj-cybersecurityAuthor

Participating Frequently

Hello TSN,

So, what would you suggest from here? What would I check in the email configuration or discuss with the ISP?

T

Test Screen Name

Legend

Forget the article though. You've clearly shown the problem is nothing to do with Reader.

T

Test Screen Name

Legend

I suggest you collect a damaged copy of the same file, on a memory stick. clearly it's named in transmit but what happens? Email systems often break attachments, one way or another.

Compare good oof and bad files. Are they the same size for example?

T

Test Screen Name

Legend

My recommendation is to consider several possibilities. One possibility is that something in how the PDFs is sent is damaging them. There's a simple way to check this.

- pick up one of these problems

- verify it

- now go back to another computer where the same file is working

- copy the file to a memory stick

- copy from the memory stick to desktop on the problem computer

Ok... Does it work of not?

- works: a problem with how it is sent (or received)

- doesn't work: a problem with the PDF reader

Either way you've cut the problem in half

C

cliffj-cybersecurityAuthor

Participating Frequently

Okay, I took one from the executive assistants system, copied to a memory stick, and it opened on the CEO's system. It was fine. We're all using the same ISP for our email, and I did try the regedit settings change. Could it be some other setting?

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