Send by email does not work with IMAP mail server

[v.rapp]

I have Acrobat Reader 2023.001.20174 installed in the office and on the home computer. In the office there's MIcrosoft Office Outlook, and "send by email" in Reader works as expected - it opens up new email with attached PDF file. 

At home computer, where there's no Office/Outlook, the default mail application is Windows 10 Mail, which works OK, and is configured for IMAP. Accordingly IMAP server is specified in Reader's settings under "Email accounts" In the past sending document by email from AR created draft email with the file attached in the IMAP draft folder. Now this does not happen - pressing the envelope icon in Reader quickly flashes the old email dialog, but it immediately disappears and gets replaced by Adobe Sign In dialog. If I sign in, the file gets shared in the cloud. 

Is there still a way to send the file via IMAP mail?

[S. S]

Hi @v.rapp,

Hope you are doing well. Sorry for your experience in sharing PDF files using Email.

When you click the window to share the file via email, can you check if the toggle button to share as the link is disabled or not (screenshot attached)?

This should help share a file copy rather than getting uploaded to the cloud. 

Hope this helps.

-Souvik

[v.rapp]

The dialog you mentioned now very quickly flashes on the screen, it shows up and immediately disappears, so I can't change anything. Here's the video I made:

[v.rapp]

...I should mention that even though you can see in the video the messages "socket connected", which indicate the process of saving the message in the IMAP folder, nothing is created in the IMAP folder, and there are no error messages in AR that anything has failed.

[v.rapp]

As a followup, I just updated AR to the latest version 2023.003.20201, and it's still the same - messages "connecting socket" in status bar, no errors, but email is not created in IMAP draft folder.

[v.rapp]

Also: I tried it with 2 different IMAP servers, Microsoft and Gmail, and it does not work with either. I did generate "application password" in each one and used it in AR.

[S. S]

@v.rapp Sorry for your experience.

Let me share this with the team and get back to you when I hear back.

-Souvik

[S. S]

@v.rapp,

Can you follow the steps and see if you are able to send PDF as attachment ?

• Launch Reader and open Preferences dialog
• Goto “Email Accounts” in left pane, select the email account with a tick mark beside it
• Click “Remove Default” and also disable the option “Always send files as a link (sign in required)”
• Click OK to close Preferences dialog
• Now open a file and try sending it as attachment using email button

-Souvik

[v.rapp]

Here's new video showing the result: https://youtu.be/ro6orQFYsLc

If I understand correctly, the white-on-black message "connecting socket" in the status bar is supposed to be followed by another message saying that the email had been created in Drafts. This is how it was in the past when it worked in the older versions, and this is how it currently works with GMail. Now the 2nd message is missing, so it looks like something fails after "connecting socket".
Perhaps it's possible to have Reader to generate some diagnostic log of the process? It probably would tell what has failed.

As a sidenote, the popup as it is in the video is somewhat misleading in showing the account under "Webmail", since configured IMAP mail is not Webmail.

[S. S]

Hi @v.rapp,

Thank you for your continuous response in getting to the resolution. 

Would you mind creating a folder, adding all the logs, and sharing it with me?

Network logs to check for any traffic-related issues: Capture Adobe Campaign SOAP traffic with Fiddler

Please confirm the version of the application you are using. To check the version, go to Help > About Acrobat. Also, please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for more investigation.

-Souvik

[v.rapp]

I tried to use Adobe cloud storage, but it rejected these files. So I uploaded them on mine.

Acromon-collected files:

https://www.mediafire.com/file_premium/slguyi5n1kozmpz/20230621142603.zip/file

Collector: https://www.mediafire.com/file/mk3vkcu0wmowrdf/AdobeLogs_20230621_072437_806-win-GS.zxp/file

Fiddler log collected while trying to send email:

https://www.mediafire.com/file_premium/w9rtrxq4vhdkwe4/AdobeReader.saz/file

Version: adobe reader 2023.003.20215 64-bit

[varimr75744726]

Following up on this. I wonder if you were able to download the files, and what to expect. I just tried it now in the latest version of AR 2003.008.20458, and it's still the same: "preparing to send message"... "connecting socket"... then nothing.