Adobe Acrobat 64bits Purview labelling issue when opening file

[f_kr]

Hi, there's currently a very weird issue affecting Adobe Acrobat DC 64 bits over version 24.004.202xx

If it's the first time any user try to open a Purview Protected file from their desktop, not from within the app, they get the browser window asking them to continue and then Adobe times out and gives this error : Client application failed to provide authentication token for HTTP request

If we try to open the exact same file from within Adobe, as in "File > Open" or from the recent files, it works perfectly well and the credentials are saved for next time.

To reproduce, it's incredibly easy, go to Edit > Preference > Security > Clear Remembered Account Information (from the Microsoft Purview Information Protection) and try to open a protected file from your desktop. This issue is encountered both on "classic view" and "new view".

My theory is that the module/plugin for AIP doesn't have time to load before requesting the oAuth token if we open Adobe by double-clicking on a file. The file loads before the AIP plugin or something and then the whole thing fails.

But if Adobe is already fully opened and loaded, there's no problem to use the plugin.

[S. S]

Hi @f_kr,

Hope you are doing well. Sorry for the trouble.

It looks like the browser authentication is not set up for the workflow to follow through.

Would you mind trying the same and letting us know if it works?

Please refer to the Setup requirements for browser authentication in the MIP Workflow here: Microsoft Purview Information Protection support in Acrobat

Look forward to hearing from you.

-Souvik

[f_kr]

No, it works perfectly well IF Adobe Acrobat is already opened before trying to open the tagged file.

# Scenario where it does work

Step 1 : Delete Purview information from Adobe Acrobat and restart the software

Step 2 : Open Adobe

Step 3 : Open a tagged purview file from "File > Open", it works!

# Scenario where it does not work

Step 1 : Delete Purview information from Adobe Acrobat and restart the software

Step 2 : Click on the SAME tagged file in the first scenario where it worked to be opened by Adobe Acrobat

Step 3 : It does not work

This is why I'm thinking something changed in the module/plugin loading since October 2024. It feels like the file tries to connect to purview BEFORE the AIP plugin is fully loaded.

[S. S]

@f_kr,

Thanks for the detailed insights.

Getting this checked with the team. Please allow me some time to circle back to you.

-Souvik

[f_kr]

Please note that in my second example (where it does not work), it may not be as clear as possible so I'll modify it here.

# Scenario where it does not work

Step 1 : Delete Purview information from Adobe Acrobat and restart the software.

Step 2 : Close the software and make sure no Acrobat process is running.

Step 3 : Double-Click on the SAME tagged file in the first scenario but on your desktop or anywhere else in explorer.

Step 4 : It does not work

Tried the same things on multiple computers and OS versions but for clarity's sake, my version is : Windows 10 22H2 19045.5247

Current Acrobat Version : 2024.005.20320

[S. S]

Thanks, @f_kr, for the info.

Would you mind sharing a screen recording video of the scenario where it does not work? 

Being able to see the entire event would be great to understand better and assist further.

-Souvik

[iamarvel]

Hi S.S

Were you able to solve this issue? I've got the same issue with two different organizations.

Thanks for the answer

[Jakub Urban]

Confirming behavior. 

• Acrobat needs to be started in advance to be fully funcional.
• Adobe needs to solve it, there is nothing you can do.
• For users having Adobe Acrobat paid version I would suggest to contact Adobe support. If you are lucky and receive any suggestion direclty from Adobe guys, please share it.

This is insane, it was working and suddenly it stopped working. 

[chris_9809]

We have been seeing this issues but only with a few staff. We are digging into everything trying to figure out why some of our staff have had no issues but others it's a doesn't work at all. We are pushing from Intune the adobe software out to them.

[mats_5922]

Confirming behavior on Windows 11. On MacOS both scenarios works fine..
When will this issue be fixed?

# Scenario where it does work

Step 1 : Delete Purview information from Adobe Acrobat and restart the software

Step 2 : Open Adobe

Step 3 : Open a tagged purview file from "File > Open", it works!

# Scenario where it does not work

Step 1 : Delete Purview information from Adobe Acrobat and restart the software

Step 2 : Click on the SAME tagged file in the first scenario where it worked to be opened by Adobe Acrobat

Step 3 : It does not work

[pawel_3202]

Hey,

We are also experiencing the same issue. Is there any fix for this?

Thanks in advance!

[f_kr]

The only "workaround" I found was to open Adobe BEFORE you open your file, which is a very big clue as to what the issue is.

I believe Acrobat loads modules in the wrong order and can't use the session token because the module hasn't loaded properly by the time it receives it. Or it may open the wrong modules if it's opened by "double-clicking" a file.

The real fix is to put pressure on Adobe to fix their own software. Can't really do much more than that.

[andre_8776]

Hi,

Does anyone know if enabling SSO with M365 solves the issue? 

Unfortunately I am facing a huge problem with users to explain this workaround.

Thank you!