Password Protected PDF Closes After Password is Entered

Report · May 17, 2019

I spoke to support chat about it and they proposed it was an invalid password, but everyone has the right password and I checked. This only happens to one user. Everyone is on the same version of Reader.

Report · May 17, 2019

Hello Adobec,

I am sorry for the trouble you had, what is the version of Adobe Reader installed? To identify, please take help from the article Identify the product and its version for Acrobat and Reader DC

Are you experiencing a crash issue of Adobe Reader after entering the password to open the PDF file in Adobe Reader?

Would you mind sharing more details about the issue?

Is it happening with one specific PDF file? Have you tried replicating this with another password protected PDF file?

As I tried replicating the issue at my end, created a PDF file using Acrobat Pro DC, added password security to open the PDF file.

Opened the PDF in Adobe Reader, enter the password and able to view the PDF file in Adobe Reader.

Make sure you are using the same password to open the PDF file in Adobe Reader.

We're here to help, just need more info.

Thanks,

Anand Sri.

Report · May 20, 2019

Hi Anand.

1. Everyone involved is using Adobe Acrobat Reader DC, version 2019.012.20034

2. The user who's having the issue is being sent multiple files monthly and can open none of them

3. It crashes after entering the password. The program simply closes out without an error code.

Report · May 20, 2019

Thank you for sharing the details and sorry for the trouble. Try repairing Adobe Reader from help menu>repair installation. Reboot the machine after repair and check.

If it is specific to one user, please install all the mandatory and optional updates related to OS, reboot the machine.

For testing purpose, create a test user profile with full admin rights and check.

What version of the OS installed? Is it possible to share the file which is crashing on the user's machine so that we can test it at our end?

Please share a sample PDF file with us in private message only How Do I Send Private Message | Adobe Community

Thanks,

Anand Sri.