Can`t open password-protected PDF files

[Trevor26505302o38k]

Hi

I recently purchased a new MacBook Air and installed Acrobat Pro DC. I have tried opening some password-protected PDF's, but Acrobat keeps saying the passwords are false, I have checked them, and they are correct and work on my iMac, they also work if I open the pdf in my Chrome browser but they just don't in Acrobat. I've tried copying/pasting and typing but nothing seems to work. 

Any advice gratefully received.

[Eric Dumas]

Can you see the characters you are typing? or type them in TextEdit to see if a default font is messing up the characters

[Trevor26505302o38k]

I can't see the characters in Acrobat, but I have typed them into Pages, and they appear correctly. It's odd because the files opened on my old MacBook with no problem, the only difference with this one is it has a French keyboard, but the characters still type the same.

[try67]

Do the passwords include any "special" characters, such as a hyphen?

[Trevor26505302o38k]

Hi, yes they do include special characters

[try67]

Then could be the reason for this issue, then. I would recommend you switch to an English keyboard layout before entering the password.

[Trevor26505302o38k]

As an update I've tried using my Magic Keyboard (which is English) and installing the UK keyboard configuration on my MacBook but with the same result, Acrobat refuses to accept the password whether I type it or cut and paste it. I can't change the password to exclude "special characters" as I don't own the permissions.

As a workaround, I can open the document in Preview where cutting and pasting the password seems to work fine. This seems to be an Acrobat specific problem and limited to my new Macbook.