I have Adobe Acrobat Reader DC 19.21.20056 and getting gray screen when viewing PDF in IE 11

Report · Nov 21, 2019

I have seen posts for this subject, and references to a patch fix a few years ago. I have the latest version of Adobe Acrobat Reader DC, 2019.21.20056, and am seeing a blank gray screen when trying to view a pdf report that our application generates. I have not been able to reproduce the problem on our internal environments, but can reproduce when pointing to a customer environment. I have looked at all the Preference settings from other posts, and none have fixed the problem. We are displaying the generated pdf in a new browser window, and it initially displays as a gray screen. If I use F5 to refresh, the report displays. I am using Windows 10 and IE 11. Any help would be appreciated.

[Title Edited By Moderator]

Report · Nov 22, 2019

Hi Marty

We are sorry for the trouble. As described above, viewing the PDF in IE give you a blank grey page.

Is this a behavior with a particular PDF file or with all the PDF files you try to view on IE? Try to view a different PDF and see it is working fine.

Is the file located locally on your computer hard drive or on a web browser? Please try to download the the PDF to your computer and then try to open it with IE and check.

Make sure that the Adobe PDF browser Add on is enabled on IE. Also, try to clear the cache and cookies from IE11. reboot the computer and try again.

For more detailed information please use the help article here: https://helpx.adobe.com/in/acrobat/kb/cant-view-pdf-web.html

Let us know how it goes

Regards

Amal

Report · Nov 22, 2019

Thanks for the response. We discovered that our customer configured their http server to add "Pragma:no-cache" as a response header, and that was causing the problem. When we remove that header, the pdf displays.

Report · Nov 25, 2019

Hi there,

We are glad to hear that the issue got fixed.

Feel free to contact us for any further assistance required in the future.

Regards

Amal