Inspiring

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

This topic has been closed for replies.

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 your continued attention and support.

Attempt to Email a PDF File

I performed the Google Support instruction Step 2: Change SMTP & other settings in your mail client, in Adobe Acrobat DC -- not Windows Mail. I cannot configure email settings in Windows Mail. In Windows Mail, this is all that I see after I click Settings > Manage accounts:

After I performed Step 2, I opened a PDF file in Adobe Acrobat DC (2015 Release [Classic]). I clicked Send Comments, and received an authentification failure message:

I then clicked Send for Comments by Email, and received the following error message:

I tried Send for Shared Commenting, and received the authentification failure message.

Adobe Acrobat Reader DC (Continuous Release | Version 2019.021.20058)

I then opened the same PDF file in Adobe Acrobat Reader DC and clicked the Share button to email the file. Acrobat was unable to detect an email application:

Attempt to Email a PDF File: Google Mail

In Adobe Acrobat Pro DC Preferences, I deleted my email account, then selected Gmail as my email account.

I repeated all of the aforementioned attempts to share the PDF file (Send Comments, Send for Comments by Email, Send for Shared Commenting).

. . . and again hit the wall of not being able to click the Apply button in the Adobe Acrobat wants to access your Google Account popup window.

Setting the Email Accounts Preference in Adobe Acrobat Pro DC Reader

According to instructions on the Web, setting an email account is possible in Adobe Acrobat Pro DC Reader. But in my Reader, I don't see Email Accounts in the Preferences list.

To rule out other possible glitches, try and update both Acrobat and Reader to their latest version.

You have .20058 the latest update was published i December 2019 to .20061.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded