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Participant
December 22, 2021
Question

Receiving "Access Denied" error when opening some Documents from Dropbox, but not others

  • December 22, 2021
  • 1 reply
  • 4229 views

I have a client who uses Dropbox through File Explorer, using Smart Sync. Recently, she has had an issue where when she opens SOME PDF's but not others from her Dropbox Business account in Adobe Acrobat Pro DC, she receives an "Access Denied" message. What's especially strange is that she only gets it on certain files, and those files constantly change around. It only happens in Dropbox files, local files are all fine.

 

I have tried a reinstall of both services, and have used a different brand of viewer to open the problem files, which worked, so it seems to be some sort of integration issue between Dropbox and Adobe.

 

 

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1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
December 22, 2021

Hi there

 

Hope you are doing well and sorry for the trouble. As described, you are receiving "Access Denied" error when opening some Documents from Dropbox, but not other. 

 

Would you mind sharing the version of the Acrobat DC and the OS you are using? To check the version of the application go to Help > About Acrobat and make sure you have the recent version 21.07.20099 installed. Go to Help . Check for updates and reboot the computer once.

 

You may also try to turn off the protected mode for testing (Win Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protected mode at startup' Turn off the protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer once.

Note: Please turn on the security after testing to avoid any security risk.

 

If turning off the security works for you, please try to add the PDF file and the folder to Acrobat white list. Go to Edit > Preferences > Enhanced Security > Add file and Add folder path > Click OK and reboot the application and check.

 

You may also try to create a new test user profile with full admin rights or enable the root account in MAC and try using the application there.

 

Regards

Amal

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