Sharepoint Online - Opening to Desktop App - Error on all PDF Files

[accurate_7280]

Hello Adobe Support,

We have encountered an error on our systems where staff who use Sharepoint are able to open and preview their pdf documents via their browser (Chrome, Edge, etc) but when they click to 'Open In Desktop App' button while the app opens the users are getting the above error message.

Opening of the documents works perfect fine if they are downloaded first and then opened, but the users want to make live document changes not have a copy of the document that they change and then need to replace the OG one.

We've run thorugh a number of troubleshooting steps to rectify this issue already.

1. Reset Browser cache

2. Run adobe installation repair

3. Check for enhanced security settings within Adobe preferences

4. Check for if sharepoint allows for less secure apps

5. Uninstall and reinstall Adobe Acrobat using a registry cleanup tool like Revo

The issue only occured recently and we're starting to run checks to see if there was a possible google chrome update that broke this access function, though that wouldnt explain why edge and the others also dont work.

[S. S]

Hi @accurate_7280,

Hope you are doing well. Sorry for the trouble with opening files in Acrobat.

Would you mind trying the steps mentioned in the help article: https://adobe.ly/3R0s06L, and check if the configurations are at place, for both Acrobat and Sharepoint hand-shaking among each other.

Let us know if the steps work for you.

Regards,
Souvik.

[default8y76y5996gj4]

Hello, I'm having the exact same issue, it only started very recently and  I have tried everything in the link provided by S.S.

File no longer opens from edge or chrome when it was working seamlessley before.

[vfwdit2]

We are having the same problem.  Strangely, it works fine for me, as I'm a full on SharePoint admin.

We notice for users, the PDF opens fine in Adobe Document Cloud, but the location of the file is incorrect.

When you click the down arrow next to the file name when it's loaded in Adobe Document Cloud, but before you click the "Desktop" button, it says "xxxxx's OneDrive" and something else.  Clicking Desktop gets the file open failed error.

When I try it on my account, full on SharePoint admin, it says the proper location of the file in Adobe Document Cloud as the folder name, etc.

The user has full permissions to the library and can open the file from Adobe Acrobat directly by navigating to it manually in Adobe Acrobat, but clicking "Desktop" in Adobe Document Cloud doesn't work. 

I think the location of file being wrong for user's in Document Cloud is the root of the issue.

Can anyone else confirm their location is wrong? 

[default8y76y5996gj4]

Confirmed. When I open the file directly from the SharePoint site, it shows it being on another users OneDrive, not mine and not the SharePoint site.

Can also confirm that from the SharePoint site, if I click More Actions next to the filename and click Open with>Open in App it opens with no issues. 

[vfwdit2]

OK, well, at least we're getting somewhere.  I have no idea why the Adobe Document Cloud is showing a OneDrive location for the users that have this issue.

I'm guessing there is either a problem with Document Cloud or some other permissions or setting that needs to be applied on the SharePoint or 365 side to allow Document Cloud to properly resolve the location name.

Any Adobe developers want to chime in on this?

[david_6816]

I have this same issue as well.  I only use Adobe Reader, and am unaffected.  a few of my users who use Adobe Acrobat are experiencing this.  

i checked the entra enterprise app permissions and ensured that consent was provided but it still fails.

[vfwdit2]

Yep, I consented on behalf of the organization as well.  Just wanted to add that.

[david_6816]

FWIW, our desktop techs have a call with Adobe support on this issue on Monday.

On the same lines, I connected with a user having the issue.  They go to the error, and were able to close it, but if they had existing storage locations configured in Adobe prior to this becoming an issue, they were able to close the error and browse in the adobe client to the folders and subsequent files and open them in adobe (reader or acrobat) just fine.  It's just the stupid "open in deskop" button that seems to suck, but of course that's what everyone relies on.

[vfwdit2]

Just curious if your tech call came up with a solution?

[Kevin385754680smw]

Very glad to see others talking about this, I thought I was going crazy. This started happening to us recently as well, we see the creator's "xxxx OneDrive' as the base root of a file when opened from a modern sharepoint library. Clicking 'Desktop' button opens Adobe Acrobat DC but gives the same error as the OP.

The first time I clicked the 'Desktop' button, it opened Adobe Acrobat DC and said I was trying to open a OneDrive Business file. It prompted me to enter my email into 'Sign In to OneDrive'. Then it had me accept some permissions for Adobe App (see screenshot) but it still gave the same error after going through the setup.

Other oddities, if I use the 'open with | open in adobe acrobat' option it still opens the file in the web adobe viewer with incorrect OneDrive issue. However if I use the 'open in adobe acrobat' while viewing the same library in Teams, then it opens in web adobe viewer BUT it shows the proper origin location of the file (not OneDrive). Also opening a PDF from a classic SharePoint library opens the file in web adobe viewer but it shows the correct origin location.

Clearly a bug that recently happened since this all worked before but I'm glad to read of others seeing this, if only so we share the pain together  🙂 

[david_6816]

Our desktop team is working with Adobe on this, here is the information I got back from them:

The issue of opening files in Acrobat from SharePoint and having the “adding OneDrive Business” is being worked.  An Adobe engineering team is working with Microsoft team for the fix.

[vfwdit2]

Do you mind sharing your case #?  I want to open my own case with Adobe on this and reference yours.  Just so we can put more fire under them to get this resolved faster.

[david_6816]

I do not have the case number as I'm not on the desktop support team.  Appearetly the issue is resolved now.  It was a problem between MSFT and Adobe.  Steps to resolve it now are:

Steps to fix Adobe issue:

Browser -->Clear All Cache "All Time" --> close browser completely.

Confirm Adobe has been updated to latest version.

Menu-->Help-->Check for updates and install if needed.

Then go into SharePoint and try opening PDF as normal using the Desktop App button.

[vfwdit2]

Can confirm!  It appears to actually be fixed now.  We didn't even need to clear browser cache.  It's just working now like it should.  Thanks for this information. 

[Kevin385754680smw]

I can also confirm this appears to be fixed and working normally now 🙂
Thank you Adobe and MS teams for the fix.

Big thank you to all the community members who talked about this, it helped validate the issue and get it raised to the support teams!