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Unable to open PDFs in SharePoint Online

Community Beginner ,
Jun 22, 2020

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We have run into issues opening some PDF files from SharePoint Online when using Chrome (see screenshot).  We have the Adobe Document Cloud add in installed in our tenant.  The PDFs in question can be opened in the browser without Adobe Document Cloud in Edge and by clicking Open > Open in browser while in the document library using Chrome.  The PDFs in question can also be opened by Adobe Reader after downloading the PDF from the document library.  Is this a known issue?  Is there something we can do to the PDFs to fix the issue?  Or is the only work around to open the PDF in the browser or download it and open in Adobe Reader?

 

AdobeError.png

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Unable to open PDFs in SharePoint Online

Community Beginner ,
Jun 22, 2020

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We have run into issues opening some PDF files from SharePoint Online when using Chrome (see screenshot).  We have the Adobe Document Cloud add in installed in our tenant.  The PDFs in question can be opened in the browser without Adobe Document Cloud in Edge and by clicking Open > Open in browser while in the document library using Chrome.  The PDFs in question can also be opened by Adobe Reader after downloading the PDF from the document library.  Is this a known issue?  Is there something we can do to the PDFs to fix the issue?  Or is the only work around to open the PDF in the browser or download it and open in Adobe Reader?

 

AdobeError.png

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Jun 22, 2020 0
Adobe Employee ,
Jul 01, 2020

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Hi laurah14081032,

 

Sorry to hear about the experience.

When you open the file in Adobe Reader> File> Properties. You will see the file properties window. Click on Description tab, it will show you file producer. take the screenshot and attach. Also, is this happening with other browsers as well?


Regards,
Tariq

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Jul 01, 2020 0
Community Beginner ,
Jul 01, 2020

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I have attached the screen shot.  This is happening in Chrome and Edge.  It is only happening on certain PDF files.

AdobeFileProperties.png

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Jul 01, 2020 0
New Here ,
Jul 02, 2020

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I have the same problem.
Have you found a solution?

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Jul 02, 2020 0
Adobe Employee ,
Jul 06, 2020

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Hi stefanom63576600 and laurah14081032,

 

I would require the few sample files which exhibits the behavior. If you can't share them publically, please feel free to sent it via private message. To send private message, click on my Profile name> "Send Message". There is no attachment option, you have to share with me a OneDrive, Dropbox or Adobe DocumentCloud link. 

Regards,
Tariq

 

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Jul 06, 2020 0
Community Beginner ,
Jul 07, 2020

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Hello.  I am working on getting a link to the file to you.  It looks like the file was able to be opened on the SharePoint site before it was renamed.  After a user renamed the file, the file was unable to be opened using the PDF viewer in SharePoint Online.  I also noticed that when I copied the file to another site using the copy to function in SharePoint Online, the file is able to be opened on the new site.  I was also able to download the file to my local desktop and upload it to another SharePoint site.  The file successfully opened using the PDF viewer on the new SharePoint site.  It looks like renaming the original PDF file broke the file in the first place.  Do you know why renaming a PDF in SharePoint Online would break the file?

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Jul 07, 2020 0
New Here ,
Aug 05, 2020

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I have also had the exact same problem. I only get the error on some PDFs and am trying to determine what is common with them.

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Aug 05, 2020 0
Community Beginner ,
Aug 06, 2020

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The issue seems to be related to the length of the URL for the PDF.  The entire URL for PDFs has to be less than 248 characters.  

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Aug 06, 2020 1
Community Beginner ,
Aug 28, 2020

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Agree, I've just done some testing and as I move a file further down the folder structure, it then stops opening giving the above error message.

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Aug 28, 2020 0
Community Beginner ,
Aug 31, 2020

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This has been bugging me. Thank you! I did some testing by shortening the file names of documents giving us this error and it worked.

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Aug 31, 2020 1
Community Beginner ,
Sep 01, 2020

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Amazing! Glad I could help.

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Sep 01, 2020 0
Adobe Employee ,
Sep 11, 2020

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Thank you for reporting this issue. This issue is due to a bug in Microsoft file handler. We have already raised this with Microsoft and following up with them. The good news is that they have agreed to fix and roll that out by end of September or October.

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Sep 11, 2020 2
New Here ,
Sep 21, 2020

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Thank you Brajesh for that good news! Who will let us know when this fix has been implemented by Microsoft?

 

Thanks Again!

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Sep 21, 2020 0
New Here ,
Oct 20, 2020

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Brajesh,

 

Is this a limitation by the microsoft file handler specifically with the interfacing of Adobe Cloud?  As in you say Microsoft agreed to fix this for the Adobe corporation and is a ticket in their system raised by your devs?

 

Or is this a problem or "unplanned feature" that affects all development and is current a uservoice or roadmap entry that was found? 

 

Eithere way is there any link you can point to?

I'm trying to gauge how accurate that will be as we are 10 days away till the end of October.

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Oct 20, 2020 0
New Here ,
Nov 02, 2020

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Brajesh,

 

Not sure if anyone has notified you but the File handler issues appear to have been fixed.  Made a folder path and file name equalling 388 characters in a Sharepoint library and it pulled up just fine.  We are currently putting it through its paces but if everything keeps up, this will be the largest and most crippling bug for the Adobe integrations resolved!

 

Christian LeBourgeois

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Nov 02, 2020 0
Adobe Employee ,
Nov 02, 2020

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Hi Christian ,

 

Thanks for trying out. Yes, we  worked extensively with Microsoft to get the issue of long URL resolved. The major reason was the long user token that was encoded in the URL that Microsoft passed us. Now, Microsoft has updated the algorithm to keep that short (Earlier it was of the order of 1500 characters but now they have reduced it to about 700 characters) and hence the issue got resolved. The fix was rolled out gradually around October 20 and it's now available across all Office 365 tenants.

 

-Brajesh

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Nov 02, 2020 0
New Here ,
Nov 20, 2020

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Hi Brajesh,

 

We are having this same issue, but with documents that have a hash (#) in the name. Is this a known limitation or a bug? When users try to open any document with a # in the name, they get the error "you may not have permission to access the SharePoint file being used this this workflow."

 

Thanks,

Henry

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Nov 20, 2020 0
Adobe Employee ,
Nov 21, 2020

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Hi Henry,

 

Your understanding is correct. There is a known bug where '#' in file name doesn't work with Microsoft Graph APIs. We have already raised this issue with Microsoft and awaiting fix from them but there isn't any ETA from them.

 

-Brajesh

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Nov 21, 2020 1
New Here ,
Nov 30, 2020

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Hi Brajesh,

 

Thanks for the update, appricate it. 

 

Best,

Henry

 

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Nov 30, 2020 0
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