PDF IE ActiveX Plugin = Num pad not working

[Crossroads IT]

In Internet Explorer (IE 11.309.16299.0) when I use the Active X plugin (ActiveX Plugin version 17.12.20093.238000) I cannot use the number pad.  I have to use the top number keys.  I have tried on various computers.  If I instead download the file and open in directly in Acrobat Reader DC (18.011.20038.5321) the numpad will work. These are all pdf files that have previously worked with the num pad.

For example, if you open the below link (Gov of Canada T4 slip) it will not let me use the num pad

https://www.canada.ca/content/dam/cra-arc/formspubs/pbg/t4/t4-fill-14e.pdf

[Crossroads IT]

Anyone?

[Meenakshi Negi]

Hi CrossroadsCU,

We did open the form link you have shared and we were able to use the number pad keys.

If you have an issue when you open the PDF in the browser and using Active X that is not an Adobe issue.

As the PDF open fine in Reader DC and number pad keys work there, it seems to be some issue with the plug-in.

Sorry to say that there is nothing much we can do in this case.

Let us know if you have any questions.

Regards,

Meenakshi

[Crossroads IT]

So does Adobe not make the Adobe PDF ActiveX plugin for Internet Explorer? The ActiveX plugin is even signed by adobe and located within C:\Program Files (x86)\Common Files\Adobe\Acrobat\ActiveX.  It seems strange that this is not an Adobe issue.  The number pad works within IE (and the rest of the OS) except when a PDF is open within the Adobe PDF ActiveX viewer.

If it is not an Adobe issue do you have any idea which direction I should start looking.

[Crossroads IT · Accepted solution]

I have figured it out.  Our MSP recently switched to Webroot SecureAnywhere Endpoint Protection and this causes the issues (even with the IE plugin disabled).  It is strange that we are able to type a few numbers then it "switches" and you can not. Sometimes I had to open the document 2 or 3 times before it breaks.