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Question

Adobe Acrobat Reader Unable to Connect to My Email Program

Forum|Forum|6 years ago
December 13, 2019
4 replies
21365 views

I am using Adobe Acrobat Pro DC 2105 Release (Classic) | Version 2015.006.30482 to create and distribute shared reviews. My operating system is Windows 10 Enterprise.

I am unable to share PDF files via Adobe Acrobat Reader DC Continuous Release | Version 2019.021.20058. After I click the Share button, select Default email application, and then Send, the error message "Adobe Acrobat is unable to connect to your email program" results.

In Adobe Acrobat Pro DC 2105 Release, my Email Account preference is my Gmail address. My employer migrated from Microsoft Office and now strictly uses Google Mail. So I am unable to configure Office Outlook, which is not on my computer.

How do I solve this problem?

Comment review and collaborate PDF

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varimr75744726

Participant

Since this thread has a lot of information, I decided to make my own post and describe the process. Which will probably explain why pretty much nothing so far posted did not work.

AR can create an email by 2 ways: by MAPI protocol, and by Webmail.

In order to use MAPI, you need Outlook application working with Exchange Server. MAPI is very old mail protocol and modern mail applications don't support it.

This leaves Webmail; the problem with webmail is that today pretty much all mail providers are using MFA, where logon has to be confirmed on another device. As a workaround, these providers usually offer so called "app password" the user can generate. You have to open your account on mail provider's website, find "app password" page, and generate the password. Once generated, the webpage shows the password to you only once - make sure to save it. You won't be able to retrieve it later.

This is the password you have to specify in Adobe Reader when you configure this webmail provider - not your "regular" password. Take all other settings - IMAP and SMTP server addresses, ports, and encryption - from your mail provider, usually each provider has some Help page listing them.

Once this is configured in AR, the way it should work is as follows: when you send the email as attachment from AR and select just-configured email provider, AR should create new email in Drafts folder of your mailbox with that provider. So after you sent, you have to go to your mail, go to Drafts, find just-created email with the attachment, which will have empty recipient so far; specify the recipient, add any text if needed, and send.

Unfortunately, all this is not working at all as of now. It did work several versions ago, but then, about a year ago, the next version broke it and it no longer works for any mail provider other than GMail. I posted about this problem in a separate thread on this forum, sent extensive diagnostic information to Adobe, but it's still not fixed.

R

ranger7b

Participant

I see this issue everywher, this is one of the primary reasons I am paying for adobe. I have G-Suite. Every other App I subscribed to has ZERO problem, but Adfobe cannot access my contacts or email anything. I am close to canceling and trying something else.

ls_rbls

Community Expert

Thank you for updating the thread.

Have you also gathered Microsoft feedback on this issue to see if they are tracking for a possible solution?

ls_rbls

Community Expert

Hi,

After reviewing this thread one more time, I ended up finding this:

https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Windows/index.html

michaelcarlisleAuthor

Inspiring

ls_rbls,

Thank you for the Preference Reference for Acrobat and Adobe Reader. I am not certain what I would do with the information. But, I am certain that I should not tamper with the Windows registry. Providing me with such info is like giving a chimpanzee a loaded gun: mayhem, pandemonium, and chaos will ensue.

For what it's worth, here is how my Adobe Acrobat DC and Adobe Reader DC Originals folders look:

ls_rbls

Community Expert

Hi,

Just wanted to share this reference guide in case you IT management needs it.

It seems, after all, that maybe modifying the webmail keys to enable for Gmail would've done the trick.

I haven't tested this on my end. So I am just sharing for a future reference in case the affixa software breaks loose in the future.

It would be interesting how these registry settings were set to before the affixa software was applied, and after it was installed.

See slides:

ls_rbls

Community Expert

Can you describe the steps that you follow to configure Acrobat to use the gmail settings?

michaelcarlisleAuthor

Inspiring

ls_rbls,

In Adobe Acrobat Pro DC 2105 Release (Classic) | Version 2015.006.30482, I click Edit > Preferences > Email Accounts.

In the Add Account dropdown list, I select Add Gmail.

In the Add New Gmail Account window, I enter my Google Mail address.

ls_rbls

Community Expert

ls_rbls,

Thank you for the extremely appreciated response and instructions.

With one exception, all of the instructions had already been followed by my employer's IT administrators regarding the configurations of Windows mail and Google Chrome. Your final instruction, to configure Internet preferences in Adobe Acrobat, revealed that Internet Explorer, not Google Chrome, is the default Internet browser. I am unable to change the default browser setting, and shall contact IT administrators to change the setting.

I shall report the results.

Again, thank you for your response, assistance, support, and guidance.

Cordially,

Michael Carlisle

Ok , lets start from the basics again, lets update your Adobe Acrobat Reader DC to its latest version first (if you haven’t yet).

To configure Adobe Acrobat Reader as the default PDF owner in Windows 10 , right-click on any PDF file, select Open With, and then select “Choose Another App” ( and don’t just select Adobe Acrobat Reader from the list just yet).

The next dialogue box that will open up with a list of programs for you to choose from.

Make sure that you select Adobe Acrobat Reader ( to have your users to work with PDFs at the desktop level and continue to access the Document Cloud free services); pay close attention the lower right corner of that dialogue box. It has a tick box labeled “Always use this app to open .pdf files” , make sure that you check or tick this box, then click OK.

Now your system is almost ready and configured for your workflow.

In the past, there was an option to display PDFs in Chrome browser for advanced users which enabled them to deep dive in hidden configuration settings; a user used to type-in in the URL address bar “chrome:plugins” and select that option. Today some of that usability is still in use but not for the PDF plugin configuration option.

Open your Chrome Browser and type-in “chrome:settings” (without the quotes) in the URL address bar; follow the slides below to complete the second part of this process (is very straight forward).

Tick the toggle button to activate (first slide below)

Then click on Details for additional optional configuration options (second slide below)

Chrome Browser is now part of the family of modern browsers (see here: https://helpx.adobe.com/acrobat/kb/change-in-support-for-acrobat-and-reader-plug-ins-in-modern-web-.html ), so in order to configure your default web browser as Chrome and to be able to work with PDFs that will display in that browser properly you also need an additional two-step approach keeping in mind a few important details.

FROM WINDOWS 10 SETTINGS:

To default your preferred webmail/mail client in Windows 10, go to settings, select Apps, then Default Apps ---->>> Choose Default Apps

Scroll down to the Email section and select from the context menu list that will appear: Windows Mail app.

Scroll down to the Web Browser section and select from the list Chrome

NOTE:

Do not select Chrome for the MAIL option as you will enforce on each users' computer the use of the Mail client and then have each user configure their own Gmail account with the Mail e-mail client.

OR,

even better, select Add an account ---> Other account. The user will just type in their address, name, and password and the Mail client will remember these settings.

To use the method that you were trying before for POP or IMAP accounts you need to use click on “Add an account” ---> Advanced setup --->> Internet email

FROM ADOBE ACROBAT OR READER

Go to Edit --->>>Preferences--->>>Internet--->>>Internet Options --- >>>click on the button that is labeled “Internet Settings…”. This will open up “Internet Properties” dialogue pulled directly from your operating system Internet Explorer settings.

Got to the Programs tab; you will work here with two sections “Manage add-ons” and “Internet Programs”.

When you click on Manage add-ons it will pop up a dialogue box with a list of all add-ons used by Internet Explorer web browser.

Since you’re using Chrome browser, you can go ahead and disable all of the Adobe Acrobat related toolbars and extensions associated with Internet Explorer then click Close.

Then go to the Internet Programs section and click on the button labeled “Set Programs”; it will bring you to the Control Panel Home --> “Choose the programs that MS Windows uses by default”---> “Set your default programs.

This will bring you to the same menus illustrated in the slides that you provided above in your last reply (so follow the same steps that you used in the slides).

NOTE: Below is additional guidance that your organization may get hit with (or not).

https://helpx.adobe.com/acrobat/using/signing-pdfs.html

https://helpx.adobe.com/acrobat/using/filling-pdf-forms.html

https://helpx.adobe.com/acrobat/using/starting-pdf-review.html

To ensure that you will get the smoothest working experience with a cloud service I strongly suggest to stick with Adobe Document Cloud service.

If you use GoogleDrive in combination with Adobe Acrobat Reader DC you may run into additional issues.

The PDFs will open up in your default Chrome browser with no problem, however, GoogleDrive has its own native PDF viewer that seems to bypass the Adobe Reader plugin preferences that you set for the Chrome browser.

You will have to ask your IT team to test and see. I’ve already tried this with another user and there is no work around at this time.

If, on the other hand, you stay with an Adobe Document Cloud susbscription (or free) all PDFs accessed with the Document Cloud will be able to open by default in its native PDF application (which is Adobe Reader or Acrobat Pro, for example).

See more here: https://helpx.adobe.com/document-cloud/faq.html

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