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MilkManDan
Participating Frequently
July 21, 2026
Answered

Acrobat Chrome extension 26.7.2.0 fails to open authenticated OpenText PDFs

  • July 21, 2026
  • 13 replies
  • 187 views

We are experiencing a regression with Adobe Acrobat Chrome extension version 26.7.2.0.

Environment:

  • Adobe Acrobat Chrome extension: 26.7.2.0
  • Google Chrome: 150.0.7871.129
  • Source application: Power BI Web
  • PDF repository: OpenText Cloud
  • OpenText URL format: https://otac.sg59.opentext.cloud/archive?get...

Expected result:
Selecting a PDF link in Power BI should open the document in the Adobe Acrobat Chrome extension viewer.

Actual result:
The document begins loading in the Adobe viewer, but Acrobat then abandons the operation and falls back to Chrome’s native PDF viewer.

Acrobat telemetry captured during the failure reports:

DCBrowserExt:Viewer:Error:FallbackToNative:FileDownload:Failed

The same event is classified as:

non_mime

Control test:
A direct public PDF URL ending in .pdf opens correctly in the Adobe extension:
https://web.mit.edu/dvp/Public/butters-lululu.pdf

Troubleshooting already completed:

  • Confirmed “Online PDFs” is enabled in Acrobat preferences
  • Confirmed Adobe has site access on all sites
  • Confirmed Acrobat is the Windows default PDF application
  • Allowed third-party cookies for [*.]opentext.cloud
  • Cleared all cookies and browser data
  • Tested with a new Chrome profile
  • Confirmed the extension works with ordinary direct PDF links
  • Reproduced the issue on multiple computers

One computer initially opened the same OpenText documents correctly. It began failing immediately after its Adobe extension updated to 26.7.2.0. This strongly indicates a regression in version 26.7.2.0, or in remote configuration deployed with that version, involving authenticated or extensionless PDF endpoints.

Current workaround:
Chrome downloads PDFs and user opens the downloaded file in desktop Acrobat. Chrome’s native PDF viewer also displays the document successfully.

Need to confirm:

  1. Whether this is a known issue in extension version 26.7.2.0.
  2. Whether a fix or remote kill-switch is planned.
  3. Whether there is a supported temporary rollback or enterprise mitigation.
  4. What additional sanitized diagnostic information is required.
    Correct answer Meenakshi0101

    Hi MilkManDan,

     

    Thank you for your patience so far.

     

    Please update to the latest extension version (26.8.1.6) and confirm whether the issue is resolved for you.

    If you continue to experience the same problem, please let us know.

     

    Thanks,

    Meenakshi

    13 replies

    Amal Jaiswal
    Community Manager
    Amal JaiswalCommunity Manager
    Community Manager
    August 10, 2026

    Hi All, 


    Thank you for your patience so far.


    Please update to the latest extension version (26.8.1.6), which includes the fix, and check if it resolves the issue.

    If you continue to experience the same problem, please let us know.

    ~Amal

     

    Meenakshi0101
    Community Manager
    Meenakshi0101Community ManagerCorrect answer
    Community Manager
    August 10, 2026

    Hi MilkManDan,

     

    Thank you for your patience so far.

     

    Please update to the latest extension version (26.8.1.6) and confirm whether the issue is resolved for you.

    If you continue to experience the same problem, please let us know.

     

    Thanks,

    Meenakshi

    Meenakshi0101
    Community Manager
    Meenakshi0101Community Manager
    Community Manager
    July 22, 2026

    Hi MilkManDan,



    Thank you for reaching out, and I'm sorry to hear that you're experiencing an issue.


    We appreciate you sharing all the information and troubleshooting steps you have already tried. To further investigate this behaviour, we require a few more details. Could you please provide the following information?


    • Please confirm if the issue started after updating the Acrobat Chrome extension to version 26.7.2.0

    • Were you able to open the files from the same source without any issues before?

    • A short video demonstrating the steps you took and the behavior you encountered.

    • Please collect and share the console logs.

    Once we have this information, we can share it with the team for further analysis

    We look forward to your response.


    Thanks,

    Meenakshi

      M
      MilkManDanAuthor
      Participating Frequently
      July 30, 2026

      • Please confirm if the issue started after updating the Acrobat Chrome extension to version 26.7.2.0 - this is confirmed

      • Were you able to open the files from the same source without any issues before? Yes

      • A short video demonstrating the steps you took and the behavior you encountered. Attached, apologies for the redactions. It shows clicking on the link in powerbi and then the new tab opening and failing to load into adobe extension

      • Please collect and share the console logs. Let me know where to send it. I am unable to attach the log file to this

      Amal Jaiswal
      Community Manager
      Amal JaiswalCommunity Manager
      Community Manager
      July 30, 2026

      ​

       Hi @MilkManDan 

      Thank you for sharing the information and the video recording.

      Please collect the console logs, upload them to any cloud storage, generate a shareable link, and share it with us. Once we have this information, we can get it reviewed by the team.

      ~Amal

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