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tecalas14140503
Participant
April 10, 2017
Question

Unable to save a checked out PDF back to Sharepoint site

  • April 10, 2017
  • 7 replies
  • 4683 views

Hi,

We've recently come across a problem with saving markup changes to PDF's in a particular subsite of an internal Sharepoint farm. We get an error message that "Adobe Acrobat Reader DC cannot access the network. Please verify your computer's network connection and try again.

We can access the site by adding the Sharepoint site account manually with Acrobat, so connectivity is not an issue.

Other sites are unaffected, and it's not a permission issue as users can manually check the document out locally, then check back in with changes no problem. It seems to be a problem specific to Adobe as other PDF readers (Nuance, CutePDF) do not have this problem.

Sharepoint site is present in IE Trusted sites, Protected mode has been disabled as a test. I've gone so far as to run procmon/wireshark traces but cannot see an issue with what Acrobat Reader is doing differently that would cause it to report a "network problem". Searches of this forum and the internet have not found any other similar reports of this issue.

Desktop clients are running Adobe Acrobat Reader DC 15.023.20070, but have also tested with latest release with no change.

Hoping anyone can help shed some light on this. We're not sure Microsoft can/will support as the Sharepoint farm is working.

Thanks

Justin

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    7 replies

    trelewe1
    trelewe1
    Participant
    November 29, 2017

    We have a user with the same issue, but there's no response posted here.

    Sunil_Soni
    Adobe Employee
    Sunil_Soni
    Adobe Employee
    April 10, 2017

    Hello tecalas14140503 ,

    Sorry to inconvenience caused to you.

    We need following information from you to look into the issue:

    ·       Operating system information?

    ·       SharePoint Server Information –

         o   SP Server version – like SharePoint Server 2010 version 14.0.7015.1000 (this information can be extracted from Server machine’s Control Panel)

         o   authentication protocol used

    ·       Reader/Acrobat version?

    ·       Internet Explorer version?

    ·       Fiddler/Charles logs when the issue is observed?

    ·       Exact steps to reproduce the issue? If possible a Video recording capturing user steps.

    ·       Is the issue observed on all SharePoint Sites or is specific to a particular SharePoint site?Is this further specific to a document library? If specific to a site or document library, it'll be helpful if you can provide a template for it.

    ·       Is the issue document specific? If yes, please share a sample Document.

    ·       Is the issue intermittent or observed always?

    ·       Is this issue user specific or multiple users are facing it?

    ·       Since when did this issue started happening? Did it ever work with any previous versions of Acrobat/Reader or SharePoint server?

    Please get back to us for any clarification.

    -Thanks

    Acrobat Team

    tecalas14140503Author
    Participant
    April 11, 2017

    Thanks for the reply:

    Answers below. I will send you the spt and fiddler logs directly.

    We need following information from you to look into the issue:

    · Operating system information? Server 2012R2, client running Win10 Enterprise

    · SharePoint Server Information – 2 Application servers, 2 web front end servers load balanced.

    o   SP Server version – like SharePoint Server 2010 version 14.0.7015.1000 (this information can be extracted from Server machine’s Control Panel) SharePoint 2013 on premises 15.0.4815.1000

    o   authentication protocol used Windows Authentication

    · Reader/Acrobat version? 15.23.20070

    · Internet Explorer version? IE11/Chrome57

    · Fiddler/Charles logs when the issue is observed?

    · Exact steps to reproduce the issue? If possible a Video recording capturing user steps. Open PDF file in SP and confirm checkout in Adobe DC. Modify file (eg create a note) and when saving PDF we get the error below.

    · Is the issue observed on all SharePoint Sites or is specific to a particular SharePoint site?Is this further specific to a document library? If specific to a site or document library, it'll be helpful if you can provide a template for it. Specific site. List template where it occurs attached.

    · Is the issue document specific? If yes, please share a sample Document. No only occurs with pdfs, office and other pdf programs are fine.

    · Is the issue intermittent or observed always? Always Observed

    · Is this issue user specific or multiple users are facing it? Multiple Users

    · Since when did this issue started happening? Did it ever work with any previous versions of Acrobat/Reader or SharePoint server? Issue started after an Reader upgrade to 1502030039, Sharepoint has not been upgraded recently.

    Ive also tested with Adobe Acrobat XI with the same behaviour observed.

    Sunil_Soni
    Adobe Employee
    Sunil_Soni
    Adobe Employee
    April 13, 2017

    Thanks for providing detailed information.

    We are still waiting for Fiddler logs, Please share it with [Moderator: Personal Information removed]

    Along with logs, please confirm following information as well.

    • Microsoft Office version
    • value of registry entry RefreshFormBasedAuthcookie at [HKEY_CURRENT_USER\Software\Microsoft\Office\15.0\Common\Internet\FormsBasedAuthSettings]

    Please let me know for further assistance.

    -Thanks

    Sunil Soni

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