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A
alicek1018
Participant
August 15, 2020
Question

Mac Users cannot print secured pdf documents after adobe update

  • August 15, 2020
  • 4 replies
  • 5282 views

Mac users are not able to print secured documents after Adobe updated the Acrobat software a couple of days ago. Please fix right away. My clients cannot print their secured documents we sent over with permission to print!

 

This topic has been closed for replies.

4 replies

A
alicek1018Author
Participant
August 16, 2020

What we usually do is that we add a password to protect the documents to
open and add another password for edit documents. We give permission to
print in high resolution to all clients. We never had any problem before
and had sent out hundreds of documents. After the Adobe update, a few of
our Apple computer users reported having problems printing without
entering a password and the password to open the documents does not work!
[image: Printing Problem Reported from Clients-p.png]
We didn't do anything different creating the documents but problems arise
right after the update of the software! All clients reporting problems
sent me the same screen. I believe they didn't use Adobe to open the
documents but regardless, any software that can open the documents with a
password should be able to print like before. I could not possibly force
all of my clients to install Adobe Acrobat just to print the documents out
if they don't prefer to do so! Please advise..

We did not install the software, it was updated automatically by Adobe when
we opened the software!

*Regards,*


*Alice.Kwan

[Email, phone number removed by Mod: please remove your personal info from the signature]

A
Adobe Employee
absethi17096557
Adobe Employee
August 17, 2020

Hi Alice,

 

Adding to Swapnil's Response.
Can you please let us know the Pdf Viewer used by your users for Viewing and Printing?
Also, can you also try Protecting the file with Acrobat 7 & Later and let us know if the issue is resolved?
Refer Screenshot to change default encryption to Acrobat 7 & later
Steps:-
1. Open Pdf
2. Go to Document Properties -> Password Security
3. Change Compatibility Mode to Acrobat 7 & later.

Regards,

Abhinav Sethi

    D
    danin42860352
    Participant
    September 1, 2021

    Hi Abhinav,

    I create PDF teaching resources that I sell on a market place.  I've been doing this for ten years, and just started having this MAC printing problem about a year ago (August, 2020).   The PDF's I create are secured to protect the clip art that is licensed (so it can't be copied), but customers need to be able to print without problems.   Approximately 2% of my customers email me saying they can't print without a password.  They are all MAC users, and I have no idea which version they are using.  I simply can't ask them.  They get upset this is happening and aren't all that tech savvy.

     

    I followed your above directions and diagrams, but the checkbox in Adobe allows for printing and editing combined.  This defeats the purpose of what I am doing.  How can I allow teachers to print, without also allowing customers to edit and/or copy items in the document?  Since this has been happening for a year now, I'm hoping Adobe has more insight into this.  I called about a year ago, and the guy spent an hour on the phone with me, but was unable to offer any solutions at that time.

    Thanks!

    Dee

    swapnilsrivastava
    Community Manager
    swapnilsrivastavaCommunity Manager
    Community Manager
    August 16, 2020
     

    Hi Alice,

     

    Thanks for reporting the issue here.

    We tried the Printing workflow with several secured file(s) at our end but the issue is not reproducible to us In-House.

    Can you share some more information regarding the issue :

    1. The workflow, how are you guys trying to print the Secured PDFs
    2. MAC OS version using
    3. Acrobat/Reader version installed
    4. Printer used for printing (also is the same network printer/air-printer/plugged-in device)
    5. Is the same happening to every single password protected file? or the issue is limited to a set of secured file(s)
    6. Is any other file, other than secured PDF file is printable using the same configuration

     

    Use the Cleaner Tool to remove the already installed version of Acrobat.

    We can try re-installing Acrobat to ensure the issue is not due to incorrect installation.

    Download Link

    Please let us know, if this fixes the issue. 

    Also do ket us know if anything is required from our end.

     

    Regards,

    Swapnil Srivastava

    J
    Jane5EAC
    Participant
    August 15, 2020

    I downloaded the HPSmart app and reinstalled my printer through the app and now it will print. I don't know if this will help but I hope so!

    W
    Wikky0D4D
    Participant
    August 15, 2020

    Since the update i am unable to print pdf at all on my Mac/HP combination. The same files printed oke before the update. Printing from Mac's own pdf program works fine but I cannot print just 1 layer with that. 

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