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PDF's opening blank in IE (Reader DC)

Forum|Forum|9 years ago
October 13, 2016
3 replies
14766 views

Starting yesterday, our employees started having issues opening pdfs in Internet Explorer. The pdfs will open up a blank screen. Resetting Internet Explorer options seems to fix it for half an hour or so and then it starts up again. This seems to only be happening to people on Acrobat Reader DC (most of our employees). We've started rolling people back to a previous version of Adobe Reader and that has fixed it (but is obviously not what we would prefer to do). This issue is happening across multiple websites.

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Correct answer AshuMittal9644438

Hi,

We have released an update today that fixes the blank PDFs in IE issue. Please open Acrobat or Reader DC and visit Help > Check for updates to make sure you are on the latest patch.

Details about the release: Release notes | Adobe Acrobat DC, Acrobat Reader DC | Update, November 03, 2016

Please let us know how it goes.

Thanks,

-ashu

A

Anonymous

Hi, Our business is also impacted by this. We are receiving 100's of calls since this update from our customers. Seems to affect IE11 with Adobe DC. Does not matter which Windows version is being used. Tried checking the 'Display Large Images' preferences box (as seen on another thread - https://forums.adobe.com/message/9068097#9068097 - but did not resolve the issue.

Rolling back to previous version of Adobe (i.e. XI) is not an adequate solution for us as we are still getting these call come through.

If it helps with the resolution, in our circumstance the PDF is created by a web application and auto-executed. Frequently this PDF is coming back grey/blank.

However, customers are able to open PDFs manually, proving that the PDF itself is not corrupt.

AshuMittal9644438Correct answer

Adobe Employee

Hi,

We have released an update today that fixes the blank PDFs in IE issue. Please open Acrobat or Reader DC and visit Help > Check for updates to make sure you are on the latest patch.

Details about the release: Release notes | Adobe Acrobat DC, Acrobat Reader DC | Update, November 03, 2016

Please let us know how it goes.

Thanks,

-ashu

shaguftas6892493

Adobe Employee

Hi joshblade,

Could you please tell what IE options are you resetting? Which version of IE are you using?

Also, is IE's - 'Enhanced Protected Mode' turned ON on your machine?

Thanks,

Shagufta

Meenakshi_Negi

Legend

Hi joshblade

Try once "Repair Installation" under Help menu in application.

Could you please let us know the dot version of Adobe Reader DC with which you are experiencing the issue.

Please share the exact workflow you do and the screenshot of the page you get.

Do you get any error message? What is the dot version of OS installed on the system?

Regards,

Meenakshi

JoshBladeAuthor

Participant

I'll get back with the specific versions when I hear from another person with issues. Right now we've had to roll back to an older version of adobe for about 30 people, so it's not some kind of one off. The exact workflow is just clicking a link to open a pdf (in our proprietary website or the same thing from one of our vendors' websites). There is no error message it just opens a new tab of IE 11 and it's blank / grey.

JoshBladeAuthor

Participant

We were clicking the 'Reset...' button on the advanced tab of IE that resets everything to default settings. This is only happening on IE 11 / Windows 10. Protected mode is on.

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