since update to version Acrobat Reader DC 2021.001.20145 documents don't open in protected view

[Gerald5EC6]

When you click on an PDF attachment in an email it takes long, nothing happens and then only a pop-up appears that asks to deactivate the protected view.

Same PDF on another PC with the the version 2020.013.20074 opens immediately.

Update to version Acrobat Reader DC 2021.001.20150 does not help.

We are using McAfee ENS version 10.6.1

[Amal.]

Hi Gerald,

Hope you are doing well and sorry for the trouble. As described you are unable to open the PDF attachment in email.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a  different PDF file and check .

Would you mind sharing the workflow/steps you are doing to open the PDF attachment in email? Also, please share the screenshot of the pop up message for a better understanding.

Also, please try to download the attachment to your computer locally and then try to open it with Adobe Acrobat/Reader DC and check if that works for you.

Also please try to create a new test user profile with full admin rights or enable the root account in Mac and try using the application there and check .

Let us know if you experience any trouble and need more help.

Regards

Amal

[Gerald5EC6]

Hi Amal,

thanks for your response.

Our current configuration is to use protected view for pdf documents "from potentially unsafe locations" as shown in the screenshot here ( unfortunately in German)

That means, Acrobat reader decides when to use protected view. Whenever it choses to use protected view, it takes long until the following pop-up appears.

if you select any option that disables protected view the document opens immediately. When you save the document locally and open it from there, no protected view is selected and the document opens immediately.

The standard situation is, that we get a pdf file as email attachment and we want to open it fron inside Outlook with a double click on it. Normaly, as Acrobat Reader is defined as default app for pdf documents on our Windows 10 PC it just opens the document.

Best regards

Gerald

[Gerald5EC6]

when Acrobat Reader app is already opne and I click on the pdf attachement that the reader wants to display in protected view, Reader reports in it's headline "Not Responding"

as it's busy with that task to prepare the protected view or something is blocking access to the pdf.

[Amal.]

Hi there

I am sorry for the delay in response. As mentioned turning off the protected mode works for you. Please check ou the help page: https://helpx.adobe.com/acrobat/kb/protected-mode-troubleshooting-reader.html

Regards

Amal

[Gerald5EC6]

Hi Amal,

switching off generally the protected view is maybe a workaround to not block users but I don't see this as a solution.

For me this looks like a regression of a problem that was solved in the past https://kc.mcafee.com/corporate/index?page=content&id=KB91657

We are using a newer version of McAfee ENS as described in that KB article so the described issue should not be applicable. We have implemented the described workaround in the McAfee config but it doesn't help. Are you in contact with AV vendors on this topic?