Adobe Acrobat suddenly won't open any PDF attachment emailed to me from anyone

[rick_3196]

Suddenly having issues opening PDF attachments from my email through Outlook.  We have 5 email accounts with our company and my email is the ONLY one suddenly having issues.  The error message is: "Adobe Acrobat could not open 'report name.pdf' because it is either not a supported file type or because the file has been damaged (for example, it was sent an an email attachment and wasn't correctly decoded).

I can forward the email and attachment to another email address within the company and it opens fine.  I have already uninstalled Adobe Acrobat and reloaded it, searched on line for solutions, tried to chat with someone at Adobe....with no answer.  I'm not sure what else to try.  Any help would be much appreciated!

[Meenakshi Negi]

Hi rick_3196,

Thank you for reaching out, and sorry about the trouble caused.

Please ensure that you are using the latest version of the application. In Acrobat, go to Men > Help > Check for updates.

Try reinstalling the application using the steps suggested below:

-Remove the application and run the cleaner tool (https://adobe.ly/3UMdtNC).
-Reboot the machine
-Install Adobe Acrobat from the following page: https://adobe.ly/3Uduy2P.

If you are still experiencing the issue, please share a screen recording of it occurring on your end. Also, share the Acrobat, Outlook, and OS version numbers on your machine.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

[rick_3196]

Uninstalled, ran cleaner, reinstalled.....still getting error message

Rick Pressley
[Personal info removed by Adobe Employee Moderator]

[Optimistic_Laughter6369]

Hi Rick_3196,

I ran into this issue with a user in our organization.  Any file we tried to open from Outlook reported that it was corrupt or damaged.  I found a solution by switching from the New Outlook back to Classic.  Suddenly, the damaged file opened without any issues.

[Pariah Burke · Accepted solution]

I found a solution by switching from the New Outlook back to Classic.  Suddenly, the damaged file opened without any issues.

By @Optimistic_Laughter6369

I just saw this. This is effectively proof that the problem is Outlook, not Acrobat or the PDFs.

[Pariah Burke]

The problem might not be with Acrobat but with Outlook and/or your system security settings. Try this:

1. In Outlook, save attached PDFs to your desktop (instructions from Microsoft here)
2. Find one of the PDFs on your desktop and drag it into your web browser--either Google Chrome, Microsoft Edge, or another Chromium-based browser.
   
   Does it open in the browser?
   - If the answer is no, then you'll need to troubleshoot Outlook; it's somehow corrupting your file attachments.
   - It the answer is yes, then continue with step 3. 
3. Open Adobe Acrobat from the application icon on the Taskbar or Start Menu (assuming, since you didn't identify your operating system, that you're on Windows).
4. In Acrobat, go to File > Open or Menu > Open and find one of your PDFs to open.
   
   Does the PDF open in Acrobat?
   - If the answer is no, then Acrobat might be at fault. We'll need to get you testing with a known-good PDF.
   - If the answer is yes, then you'll need to troubleshoot Outlook and/or Windows; one is preventing Outlook from sending the correct commands to Acrobat to open the PDF from within Outlook.
   
   In the meantime, I'll prep a known-good PDF for you. If Acrobat can't open your PDFs, DM me your email address. I'll send you a PDF I know works and is properly encoded--not that yours necessarily aren't, it's just that during troubleshooting we want to remove as many variables as possible.