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Cannot open password-protected pdfs on iPad

Community Beginner ,
Sep 17, 2024 Sep 17, 2024

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I subscribe to Acrobat Pro, and am trying to use acrobat on my iPad to open a password-protected PDF. When I open the pdfs on iPad using acrobat, the pdf displays this message: PROTECTED CONTENT IS LICENSED TO A SPECIFIC USER It should unlock automatically. This document  is compatible with: Adobe Reader DC, Acrobat DC, PDF-Xchange 

I am not given a prompt to enter username or password. I can open this file on my laptop.

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iOS , Security or signature

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Community Beginner ,
Sep 26, 2024 Sep 26, 2024

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Hi Amal,

 

Thanks for your help. I ended up calling Adobe support and they explained the issue. It seems that the Adobe Reader: Edit PDF app does not have the capability to open encrypted files.

You can close the ticket. I do appreciate your time.

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Adobe Employee ,
Sep 17, 2024 Sep 17, 2024

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Hi @elizabeth_1041

 

I hope this message finds you well. Thank you for reaching out to us.

To better understand and resolve the issue you're experiencing, could you please clarify if this problem occurs with a specific PDF file or with all password-protected PDFs? If possible, try opening a different password-protected PDF and let us know if you encounter the same issue.

Additionally, I recommend updating your Acrobat app on the iPad to the latest version (24.09.00) via the App Store. Once the update is complete, please reboot your device to ensure all changes take effect. After doing so, try accessing the password-protected PDF again.

Please let us know how these steps work out for you, and feel free to reach out with any further details or questions.

 

~Amal

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Community Beginner ,
Sep 18, 2024 Sep 18, 2024

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I have. Whole series of 8 pdfs that are encrypted and password protected by the same owner and can open none. My version of acrobat is current.

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Adobe Employee ,
Sep 18, 2024 Sep 18, 2024

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Hi there

 

Could you please share a sample PDF file with us so we can investigate the issue on our end? Additionally, if possible, please provide a short video recording demonstrating the steps you're taking and when the issue occurs. This will help us better understand the problem.

 

Thank you!

 

~Amal



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Community Beginner ,
Sep 24, 2024 Sep 24, 2024

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Hello Amal,

Please see the video at this link showing me opening the file on my laptop, but I am not able to open the file on my iPad.

https://drive.google.com/file/d/1j5fh9MWjUbTs1tjAklNwjW-TBvDLxgM0/view?usp=sharing

I cannot send you an example file. I am not permitted to disseminate these specific documents. Thank you for understanding.


[personal information removed by moderator]

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Adobe Employee ,
Sep 26, 2024 Sep 26, 2024

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Hi @elizabeth_1041

I hope you're doing well.

I tried accessing the video recording you shared, but it seems the link is requesting a password to log in. Unfortunately, so I'm unable to view the recording at the moment.

Could you kindly share the video again? Once I have access, I can proceed with reviewing it for further investigation.

 

~Amal

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Community Beginner ,
Sep 26, 2024 Sep 26, 2024

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Hi Amal,

 

Thanks for your help. I ended up calling Adobe support and they explained the issue. It seems that the Adobe Reader: Edit PDF app does not have the capability to open encrypted files.

You can close the ticket. I do appreciate your time.

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New Here ,
Oct 24, 2024 Oct 24, 2024

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Hey elizabeth

 

Did you find any solution to open encrypted pdf in ipad.

I am facing the same problem and don't have any hope from adobe.

 

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Community Beginner ,
Oct 24, 2024 Oct 24, 2024

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Nope. These kinds of files are just not supported by the version of adobe that runs on mobile devices (tablets included).  Bummer, right? All we can do is ask they they change it in the next version.

 

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