Cannot open password-protected pdfs on iPad

[elizabeth_1041]

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.

[Amal.]

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

[elizabeth_1041]

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.

[Amal.]

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

[elizabeth_1041]

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]

[Amal.]

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

[elizabeth_1041 · Accepted solution]

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.