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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Adobe Employee ,
Aug 23, 2021 Aug 23, 2021

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Hi there

 

Hope you are doing well and sorry to hear that. As described, One of the machines refuses to preview PDF files.

 

Are you trying to preview a PDF attachment in the reading pane in Outlook and click preview? If yes, do you get any error message? Please share the screenshot of the same for a better understanding.

 

Also I have found a similar discussion  on MS support page https://social.technet.microsoft.com/wiki/contents/articles/53322.outlook-problem-with-pdf-preview-h... , please check the steps/suggestions provided and see if that works for you.

 

Regards

Amal

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Explorer ,
Aug 25, 2021 Aug 25, 2021

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For some reason I cannot post a reply.

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Explorer ,
Aug 25, 2021 Aug 25, 2021

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OK, that worked.  I'll try again.

 

Thanks; I had already found that article but nothign fixed the problem

I also found this: https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html

But that did not fix the problem.

The problem is shown in the attachment.

 

Bob

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Adobe Employee ,
Aug 26, 2021 Aug 26, 2021

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Hi there

 

We are sorry to hear that the issue still exists. Please try the workaround mentioned in the Microsoft help page i have found https://support.microsoft.com/en-us/office/outlook-attachment-preview-failure-88020c8e-43ae-4582-955... and see if that works.

 

If it still doesn't work, also please try to get in touch with the MS Support team for more information.

 

Regards

Amal

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Explorer ,
Aug 30, 2021 Aug 30, 2021

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Did you get the reply I just posted?  It isn't showing up here.

 

Bob

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Community Beginner ,
Aug 31, 2021 Aug 31, 2021

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Hi, I also have the same problem with Outlook 365. DrBob were you able to resolve this problem?

Thanks,

KK

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Explorer ,
Aug 31, 2021 Aug 31, 2021

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No, not yet.

 

Bob

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Adobe Employee ,
Sep 01, 2021 Sep 01, 2021

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Hi there

 

We are sorry to hear that. Would you mind sharing the version of the Widows OS and the build you are using?

 

Please try to update the Winows OS and the build to the latest version and reboot the computer once and see if that works for you.

 

Regards

Amal

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Explorer ,
Sep 01, 2021 Sep 01, 2021

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Hi Amal, I tried posting a reply yesterday but it seems to have disappeared. Let me try again:

 

You suggested this article:  https://support.microsoft.com/en-us/office/outlook-attachment-preview-failure-88020c8e-43ae-4582-955...

 

It didn't make any difference because Outlook /Office is missing the "PDF Preview Handler".

 

Look at the attached images. They are all all snapshots of the File Previewing Options in the Office Trust Center attachment handling page.

 

1 -  This is from a PC that IS working.  Notice the "PDF Preview Handler" entry.

2 -  This is from a brand new installation of Office on a clean install of windows 10.  This is also what the machine with the problem looks like. Notice the absence of the "PDF Preview Handler" entry.

3 - This is from the same machine, but AFTER I installed Acrobat Reader. Notice the "PDF Preview Handler" entry.

 

Unfortunately, on the problem machine uninstalling and re-installing Acrobat Reader hasn't re-created the "PDF Preview Handler" entry.

 

So, this is clearly an Adobe issue, and not a Microsoft issue.

 

I need a way of re-creating the  "PDF Preview Handler" entry.

 

Bob

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Adobe Employee ,
Sep 02, 2021 Sep 02, 2021

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Hi Bob

 

Thank you for sharing the information. Please try to update the Win 10 version to build version 2004, 20H2, or 21H1 as described in the MS help page https://support.microsoft.com/en-us/windows/get-the-windows-10-may-2021-update-7d20e88c-0568-483a-37... and reboot the computer once and see if that works for you.

 

Regards

Amal

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Explorer ,
Sep 06, 2021 Sep 06, 2021

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The PC is already at that level. See attached.

 

Again, this is an Adobe problem, not a windows or Office problem.

 

I need a way of re-creating the  "PDF Preview Handler" entry.  Can you provide one?

 

Bob

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New Here ,
Sep 07, 2021 Sep 07, 2021

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Same problem

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Explorer ,
Sep 07, 2021 Sep 07, 2021

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It seems a distressingly common problem given how much I found with a Google search.

 

It should be easy to fix for Adobe.

 

Bob

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Community Beginner ,
Sep 07, 2021 Sep 07, 2021

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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 08, 2021 Sep 08, 2021

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Great news. How do I download a 32bit version in Australia?  The only download I can find is the 64bit version.

Thanks.

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Community Beginner ,
Sep 08, 2021 Sep 08, 2021

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Hi,

 

Please see below, hope that helps you!

 

https://get.adobe.com/reader/

KamilO_0-1631102561071.png

 

Kam

 

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Community Beginner ,
Sep 08, 2021 Sep 08, 2021

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Thank you Kam - problem solved!!!

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New Here ,
Sep 08, 2021 Sep 08, 2021

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Worked for me also.

Thanks so much Kam for doing all the work on this.

 

Cheers

Mike

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Community Beginner ,
Sep 09, 2021 Sep 09, 2021

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YES! That worked for me.  You have to select "Do you have a different language or operating system".  Then in Step 1 select Windows 10, and in Step 3 select the 32-bit version. Thanks Kam. 

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Community Beginner ,
Oct 01, 2021 Oct 01, 2021

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Spot on! Worked for me. 

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New Here ,
Feb 08, 2022 Feb 08, 2022

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thank you, Kam!  this also worked for me

 

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New Here ,
Oct 04, 2021 Oct 04, 2021

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Thank you so much. This has been driving me crazy for months. Such an easy fix with the right help. ☺

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Explorer ,
Sep 08, 2021 Sep 08, 2021

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Spot on!  That fixed it for me.

 

Now Adobe, why couldn't you have done that?  You could have asked if the "bits" matched.

 

Very poor support Adobe.

 

Bob

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Community Beginner ,
Sep 09, 2021 Sep 09, 2021

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Awesome guys! Glad its sorted for you too 🙂

 

Kam

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