PDFs not opening through file explorer, but open through Acrobat File menu

Question

Recently some users in my company have had problems opening PDF files when double clicking the file in Windows File Explorer, but there is no problem when opening through the Acrobat file menu.

This is a relatively recent problem so I haven't been able to narrow down what is causing it. There are no error message when this happens, the file just doesn't open.

What I do know is so far it appears to be limited to a specific shared network folder. It's not a file permissions issue as I've double checked the people it's happening with and they all have appropriate permisisons.

One thing that might be related is I have file syncing set up through a Synology NAS. I have disabled the synching for now to see if this eliminates the problem.

I'm just trying to see if anyone else has experience similar issues and if you've found a resolution.

Amal. · Answer

Hi there

Thank you for reaching out.

Based on the information you've provided, the issue seems to be related to how files in the shared network folder are being accessed or handled by Acrobat. While you've taken a great first step by disabling the file syncing, here are a few additional troubleshooting steps and considerations to help pinpoint and resolve the issue:

1. Default PDF Handler in Windows: Ensure that Acrobat is set as the default program for opening PDF files on the affected systems:

- Go to Settings > Apps > Default Apps.
- Locate the file type .pdf and make sure Adobe Acrobat is selected.
- Alternatively, right-click on a PDF file, select Open with, and choose Acrobat as the default application.

2. Check Acrobat Version and Updates: Confirm that all users are running the latest version (24.05.20320)of Adobe Acrobat. You can check for updates in Acrobat by navigating to Help > Check for Updates and reboot the computer once.

3. File Path and Network Folder Access: Long file paths or special characters in the file name or path might cause issues. Ensure the file paths in the shared folder do not exceed 260 characters and avoid special characters.

Since the issue is limited to a shared network folder, test opening the files after copying them to a local drive to see if the problem persists.

4. Syncing and File Locks: File syncing systems like Synology NAS can sometimes lock files, making them inaccessible to certain applications. If disabling the sync resolves the issue, it may be worth consulting with your Synology support to adjust sync settings or permissions.

5. Repair Acrobat Installation (Win Only): If the issue persists, try repairing the Acrobat installation on the affected systems:
- Open Acrobat, go to Help > Repair Installation.

Let us know how it goes.

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