Participant

Question

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

Forum|Forum|9 months ago
April 3, 2025
3 replies
4215 views

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.

V

vfwdit2

Participating Frequently

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?

D

default8y76y5996gj4

Participant

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.

V

vfwdit2

Participating Frequently

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?

D

default8y76y5996gj4

Participant

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.

S_S

Community Manager

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.

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