Problem with Adobe Chrome extension

[Małgorzata34475601qjgq]

Today I noticed that the pdfs don't work when they try to turn on through the chrome extension. When I turn on a file, I can see it for a while, doom the Adobe overlay starts to load everything from the screen disappears. When I went into the explore option I noticed that one error appears all over (image 3).
The version of the plug-in is 25.7.1.0
I checked on several computers, private and work, and the same problem occurs on each one

[S. S]

Hi @Małgorzata34475601qjgq,

Hope you are doing well. Sorry for your experience with viewing PDF files when using the Chrome Extension.

Since you have shared most of the details, I have forwarded this to the development team for further investigation.

Please allow me some time to get this checked, and get back to you.

Your kind understanding and patience is highly appreciated.

Regards,
Souvik.

[S. S]

Hi @Małgorzata34475601qjgq,

A quick update: the issue was identified by the development team, and a fix has already been deployed. 

Would you mind trying again and letting us know if the issue is fixed for you?

Look forward to hearing from you.

Regards,
Souvik.

[BPAi]

I am having the same issues. I bought a new Microsoft Laptop running snapdragon and the issues occur on the new PC and not the old.

[S. S]

Hi @BPAi,

Hope you are doing well. Sorry for your experience with using the Acrobat Extension.

Have you checked if you are updated on the latest version of Google Chrome? Also, please share screenshot of what you see when trying to view a PDF file.

This will help us understand what the issue is, for better understanding and further investigation.

Also, is it with a particular file or any file you try to view?

Look forward to hearing from you.

Regards,
Souvik.

[v-2debeh]

Hi Team,

The Adobe extension was updated to version 25.8.2 yesterday, and since then, I’ve been unable to open files in both Edge and Chrome. I’ve checked with friends and others, and they’re all experiencing the same issue. It appears to be a bug in this update, similar to what happened with the July release.

[AnandSri]

Hello @v-2debeh

I hope you are doing well, and thanks for highlighting this.

We will check this internally and share an update soon. Could you please share more details about the issue? Do you get an error message when you try to open the PDFs in Edge or Chrome? Can you screen record the workflow once and share it with us? Is it happening with all the PDFs, or is it specific to a specific set of PDFs?

Thanks,

Anand Sri.

[v-2debeh]

Hi Anand,

Greetings! Thank you for the quick response. Before this update we were able to open the pdf files in Edge browser (online Files) just to be clear downloaded files are stil opening in Edge since we have made Edge as pdf reader.

When we click on link which has adobe file Edge tries to open but blank screen similar to Adobe 2.png in this forum mentione by Małgorzata34475601qjgq. 

Unfortunately I cannot attach the link but if you could pick any link where it opens the pdf file should replicate the issue. I am on latest version of Edge and Chrome. Thank you. 

[AnandSri]

Thank you for sharing the details. @v-2debeh

We will try to get the issue replicated at our end, and will share an update of any root cause, or a fix/workaround soon.

Thanks for your time and cooperation on this.

Regards,

Anand Sri.

[v-2debeh]

Thank you @AnandSri for the quick help and support. I appreciate it. 

[AnandSri]

Happy to help.

~Anand Sri

[v-2debeh]

looking forward for quick resolution since impacting business. Thank you once again. 

[AnandSri]

Hello @v-2debeh

We’ve tested the behavior in our in-house environment, but were not able to reproduce it. To help our product team investigate further, could you please share the following details:

• A short screen recording of the issue, if possible.

• Please provide the browser versions you are using, whether the problem occurs in both Chrome and Microsoft Edge or only in one browser.

• Please provide the specific PDF URL(s) where you are seeing this behavior. You can share the PDF URLs directly with me via direct/private message. Please click on my profile name and select message.
• I have sent you an email to the Adobe ID you used to log in to the community. Please check your inbox and share the details.

These details will help us narrow down the cause and work toward a resolution.

Thanks,

Anand Sri.

[v-2debeh]

Thank you I have shared the details. 

[AnandSri]

I have not received any email yet, I have sent you a direct message on the community, please forward the details.

~Anand Sri.

[v-2debeh]

oh strange. Now I have to recall again whatever I wrote 😞 

[v-2debeh]

I have replied now. Please confirm if you have received it. 

[AnandSri]

Hello @v-2debeh

For testing purposes, can you please try the same workflow in a fresh new Chrome browser profile with no other extension installed except the Acrobat extension, and let us know if the issue occurs?

Thanks,

Anand Sri.

[AnandSri]

Hello @v-2debeh

I hope you are doing well.

If you are not able to get on a sync-up call for the debug session, could you please help us with the console logs/network logs that are there when the PDF is loaded for further investigations?

Steps: Open the Inspect Element and paste the PDF URL. Share all console logs and n/w logs sorted by status.
Here are screenshots shared as well for reference:

Thanks,

Anand Sri.

 

 

 

[v-2debeh]

I manged to add the extension (25.8.2.1) in Chrome (139.0.7258.155) and I was able to replicate the issue. I followed the same steps like Edge and i was able to access pdf files. 

[AnandSri]

Yes, we did receive the information. Can we get on a quick call for a de-bug session?

Thanks,

Anand Sri.

[v-2debeh]

Hi @AnandSri ,

Good day! sorry for the delay. 

or testing purposes, can you please try the same workflow in a fresh new Chrome browser profile with no other extension installed except the Acrobat extension, and let us know if the issue occurs?

: I cannot disable some extensions since they are managed by adminsitrator. In Chrome i have Cyber-Ark Clipboard Extension, IBM Aspera Connect, Microsoft Purview Extension and Microsoft Single Sign On

[AnandSri]

Thank you for sharing the detailed information. As mentioned above, could you please collect the console/network logs and share them with us? 

~Anand Sri.

[v-2debeh]

Hi @AnandSri ,

I am afraid i am unable to follow the article

[v-2debeh]

Hi @AnandSri  I have shared the errors