PDF Preview Handler missing in Outlook 365 Trust Center

Explorer ,
Aug 22, 2021 Aug 22, 2021

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One of my machines refuses to preview PDF files.

 

I have noticed that the PDF Preview Handler is missing from the file previewer list in the Outlook trust centre.

 

I have done a full repair of of Office 365. I have also uninstalled and re-installed Acrobat Reader.

 

Still no PDF Preview Handler.

 

How can I get it installed?

 

Thanks,

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General troubleshooting , Share or review PDFs , View PDF , Windows

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correct answers 3 Correct answers

Community Beginner , Sep 07, 2021 Sep 07, 2021

Hi Guys,

 

I just spent a day trying to figure out what the issue was.

 

What worked for me it putting both, office and adobe on the same 32bit version.

As we rollout office 32 bit as standard, i didnt want to change this. Instead i uninstalled 64 bit adobe and re-installed 32bit. This has resolved the issue for me and a client. Hope it works for you guys!

 

Kam

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Community Beginner , Sep 09, 2021 Sep 09, 2021

Hi Default

I anticipated this and found this article yesterday: 
https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Windows/Updater-Win.html?zoom_highlight=updates#idkeyname_1_20396

In registry at 
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Reader\{AC76BA86-7AD7-1033-7B44-AC0F074E4100}
The key Mode can be set to: 
0 = Do not download or install updates automatically
1 = same as 0
2 = Automatically download but let user choose when to install
3 = Automatically download and inst

...

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New Here , Mar 31, 2022 Mar 31, 2022

Just been reading through all this as I had this issue come up today; i checked my colleagues PCs, they all hae the same setting as mine i.e. 64 bit Adobe and wiindows, but 32 bit Outlook.  Their previewer is working fine.  Had a play around, I went into Adobe and selected the help tab at the top, and then went and selected repair installation.  My previewer now works!

 

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Community Beginner ,
Sep 09, 2021 Sep 09, 2021

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Hi Again,

 

This seems to be the problem that keeps on giving. Adobe automatically updated my Reader to 64 bit overnight causing the preview problem to re-appear. I'm now re-loading the 32 bit version and tryng to disable the automatic updates. I'll let you know how successful I am.

 

Cheers.

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Community Beginner ,
Sep 09, 2021 Sep 09, 2021

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Hi Default

I anticipated this and found this article yesterday: 
https://www.adobe.com/devnet-docs/acrobatetk/tools/PrefRef/Windows/Updater-Win.html?zoom_highlight=u...

In registry at 
HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Adobe\Adobe ARM\Legacy\Reader\{AC76BA86-7AD7-1033-7B44-AC0F074E4100}
The key Mode can be set to: 
0 = Do not download or install updates automatically
1 = same as 0
2 = Automatically download but let user choose when to install
3 = Automatically download and install updates (default)
4 = Notify user downloads available but do not download them

I set mine to 4 so in theory I should see when an update is available and go get the 32-bit version.  
So far so good... 

 

Adobe - please stop forcing the 64-bit version onto us! 

 

-Michael

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Community Beginner ,
Sep 17, 2021 Sep 17, 2021

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I have tried this fix however when I get to '\Legacy\Reader\' I do not have Reader.  The only option I have under legacy is Acrobat. Any other solutions?

I have the same issue that it is missing from the Outlook trust center.

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Community Beginner ,
Sep 17, 2021 Sep 17, 2021

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This discussion thread pertains to the free Reader, not the full-featured Acrobat.  Sounds like you might be using Acrobat?  

If you are using the free Reader, have you already reverted to the 32-bit version as described above?  That is the fix for the missing Outlook preview.  This registry tweak is to stop Adobe from automatically "upgrading" you again to the 64-bit version.  And it seems to be working btw because I got a notification of an update yesterday that has not been automatically installed.  I still have the 32-bit version.  

 

-Michael

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Community Beginner ,
Sep 17, 2021 Sep 17, 2021

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Michael,

After enlightening my IT department that was clueless of everything I had researched and tried, you are pretty much right on target. I didn't have full-featured (or at least what I would consider as I can't merge, re-order, etc) but I did have Adobe Acrobat DC. They finally uninstalled and then installed Adobe Acrobat Reader DC (32-bit). Also when re-installing they turned off the ability for it to auto-update. I don't see that I have lost any function, I can still highlight, add a sticky note and sign / type, which is all I had before. 

I was glad I could give all the guidance I gained from this thread, it was nearly comical to watch them do something and say 'Nope, already did that!' multiple times.

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Community Beginner ,
Sep 17, 2021 Sep 17, 2021

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Glad we could help.  I was going crazy with this one before finding this thread and Kamil's explanation of how to force the 32-bit install.  Prior to that I had even allowed an Adobe tech to share my desktop.  He tried everything that I had already tried and then gave up, said it was an Office problem!  I can't believe they pushed out the 64-bit version without testing it properly.  There must be hundreds of thousands of users out there now with the same missing preview problem.  If it ain't broke don't fix it!  

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Community Beginner ,
Jan 13, 2022 Jan 13, 2022

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This problem with the faulty 64-bit version being forced upon us is definitely the problem and with an elegant solution posted on this thread. I have had to implement it on a desktop and two laptops!!

 

Your registry fix was also essential and it worked for several months. But just today, on the desktop, I find the 64-bit version has been installed over my 32-bit fix and the registry entry changed back to Mode=3

 

I have reinstalled the 32-bit version (which the download will not allow until the 64-bit version has been uninstalled) and put the registry entry back to Mode=4 as you did.

 

Just wondering if anyone else has had this experience and/or any ideas how that registry entry could have changed back to the default Mode=3?

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Explorer ,
Sep 10, 2021 Sep 10, 2021

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Yes, this is happening to me too.

 

@MichaelExFairlight 's post I hope will solve it.

 

DrBob

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Explorer ,
Feb 02, 2022 Feb 02, 2022

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Has there been any progress in resolving this issue?

 

I am running the latest versions of Windows 10, Outlook via Office 365, Acrobat Pro DC.

 

I still get this no previewer installed error:

alanjr_uk_0-1643812104091.png

Trust centre shows the preview is apparently there:

alanjr_uk_1-1643812129673.png

 

However it still doesn't work.

I'm on 32-bit versions of Acrobat Pro DC and Outlook so it can't be the 32/64-bit issue.

I can't use the Adobe Cleaner app as it's a CC subscription and not standalone Acrobat.

Other previews work fine, just not Adobe PDFs.

I would be grateful if this could be resolved!

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Community Beginner ,
Sep 24, 2021 Sep 24, 2021

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Anyone actually get the pdf preview to work with the 64bit Reader? The 64bit version seems to have resolved a different integration we were having but has broken the Outlook preview handler. I tried a bunch of differnt reg combinations but could not find any combination of the clsid/progid that worked.

Thanks

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Community Beginner ,
Sep 24, 2021 Sep 24, 2021

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I don't think it's possible, Ben.  The 64-bit version defines a 64-bit DLL as the previewer, and that is simply incompatible with 32-bit Outlook.  Even if you force the registry to refer to it, a 64-bit DLL cannot be used by a 32-bit Windows application. 

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Community Beginner ,
Sep 25, 2021 Sep 25, 2021

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I don't believe the processes have to match. The 32 bit reader previewed files fine in 32bit outlook 2013 and 64bit outlook 2019. Also outlook 2019 can preview excel files. Both of those apps are 64bit. This seems to be a distincly Adobe 64bit issue.

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Explorer ,
Sep 25, 2021 Sep 25, 2021

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Perhaps it can go down - 64bit Outlook ---> 32 bit reader - but it definitely doesn't go up - 32 bit Outlook and 64 bit reader.

 

And yes, IMHO this is DEFINITELY an Adobe issue, and they consistently try and refer us to Microsoft..

 

 

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New Here ,
Sep 28, 2021 Sep 28, 2021

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If you have a pro subscription the only solution I can find is to install Foxit or some other reader and make it the default. Far from ideal. Adobe can you please fix this? 

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New Here ,
Sep 28, 2021 Sep 28, 2021

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Installing a new Adobe reader and changing the version doesnt work if you have a Pro subscription as it automatically reverts to the Pro version after you down load and install a 32 bit or 64 bit reader.

If it isnt fixed I will cancel my Pro subscription. Sad really becasue Adobe has always been so rock solid and a lovely piece of software for me. 

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Explorer ,
Sep 28, 2021 Sep 28, 2021

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Oh joy...

 

Bob

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Community Beginner ,
Sep 29, 2021 Sep 29, 2021

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I actually got this working. We deploy the enterprise msi with a transform. We only apply a few settings in the transform so I was able to narrow it down in a few hours. Once I changed Default viewer for PDF files: to Installer will decide... in the customization wizard

bens61053936_0-1632922234540.png

and redeployed the reader to our users, the preview started working again.

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New Here ,
Jan 08, 2022 Jan 08, 2022

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I'm having the same issues as everyone above. However my office is a 64-bit version and I have no idea how to get it to 32 bit. I tried 32-bit version of Adobe and 64 bit they've taken control of my machine so as Microsoft everyone says it's not them. This only started since using windows 11 Pro. I've spent days on this because I need that previewer so bad. Is there another alternative anyone have a solution I've looked through all these threads and still can't find anyone that has the 64-bit office. Thanks so much

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New Here ,
Jan 13, 2022 Jan 13, 2022

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I'm on the same boat. Office x64 and Adobe Reader x64.

No preview.

Can Adobe fix this?

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Community Beginner ,
Jan 13, 2022 Jan 13, 2022

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Can Adobe? Yes, Will they, most likely not. Even though this was my companies computer, they use the free version for over half of our staff. Adobe would only help me if I could provide them liscence #'s. So id you bought yours you are probably good to go with them.  Pasted below was how my situation turned out.

 

Michael,

After enlightening my IT department that was clueless of everything I had researched and tried, you are pretty much right on target. I didn't have full-featured (or at least what I would consider as I can't merge, re-order, etc) but I did have Adobe Acrobat DC. They finally uninstalled and then installed Adobe Acrobat Reader DC (32-bit). Also when re-installing they turned off the ability for it to auto-update. I don't see that I have lost any function, I can still highlight, add a sticky note and sign / type, which is all I had before. 

I was glad I could give all the guidance I gained from this thread, it was nearly comical to watch them do something and say 'Nope, already did that!' multiple times.

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Explorer ,
Apr 30, 2022 Apr 30, 2022

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I just wanted to tell you...THANK YOU!! I'm embarassed to say how many hours I've spent on trying to figure this out over the last week. I've been modifying the MST file, one selection at a time and I intentionally skipped that one because I figured it couldn't possibly be it. If you do a manual install with GUI, that selection is what installs the PDF Previewer so in no way would I think changing it would positively impact the modified install. I was about to post it in the forums since most of the people here aren't doing it in Enterprise and with the MST. You made my night 🙂

Adobe, c'mon!

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Adobe Employee ,
Sep 29, 2021 Sep 29, 2021

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Hi All,

 

Thank you for reporting this and sorry for the trouble.

 

Please try the steps suggested by Ankit Kumar Gupta in the following community for  a similar issue: https://community.adobe.com/t5/acrobat-reader-discussions/how-can-i-make-32-bit-reader-update-to-onl...

 

Hope the information helps.

 

Thanks,

Meenakshi

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New Here ,
Oct 25, 2021 Oct 25, 2021

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[P.I Removed by Moderator]

kinkaung499@kaungkin.com

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Community Beginner ,
Mar 08, 2022 Mar 08, 2022

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Installing the 32bit version only works for a minute.  We have run across this multiple times at my work.  We have some files that will only open in 32 bit adobe, all other pdf files work fine.  The issue is, we uninstall adobe 64 bit, install 32 bit, only to have it update to 64 bit on it's own.  I've gotten to the point of trying to figure out how to make the files compatiable with both 32 bit and 64 bit, as I am tired of uninstalling and reinstalling adobe on multiple pc's.  Sometimes we even have to do a registry fix because the 32 bit will give a no error, but like I said its only certain files, unfortunetly these files are used company wide. I am open to any suggestions on how to finally resolve this without the constant rinse and repeat method.  We could put in the host file to block adobe updates, but that could compromise security.

Any help would be so highly appreciated! 

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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Hi Shannan,

 

Hope you are doing well and sorry to hear that.

 

Please go through the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html and see if that works.

 

Regards

Amal

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