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ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

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  • ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

    I just wanted to give everyone a "heads up" on this.

    Over the past week, I have been inundated with calls from my over 300 application users that many of them are suddenly unable to "print" reports. What they actually mean is that when they click on the "Print" button and the Adobe reader normally opens the report in PDF format on the screen for them to view and then actually print, all they are getting now is a black screen. (The adobe program does actually open, but it will not render the page.)

    This was really a problem to diagnose, as some users had no problems, while others (mostly the ones using Windows 7) seemed to have just started having this issue. (At first we thought it was a Win7 issue, but as it turns out it is not limited to that OS)

    To make matters worse, when this happens, there is virtually no way to view or print a report, as it does not give the user the option to download the file and then open it later.

    Well after days of troubleshooting on different types of machines, we finally discovered that the problem is limited to the combination of the most recent version of Adobe X Reader (10.1.2) and Internet Explorer Version 8+. Apparently anyone running IE 8 and above along with the the latest update for Adobe Reader will have this problem.

    It does not seem to be a problem if the browser is Google Chrome, but I have not had time to test it in other browsers such as Firefox or Opera. (Maybe someone can run a test on these two browsers.) Since the majority of my users are police departments and they almost all use Internet Explorer, this is a serious problem for me.

    So far, the "fix" has been to uninstall Adobe Version 10.1.2, and replace it with an earlier Version such as 10.1.1, or even back to Version 9.

    Of course the ongoing problem is that with some government agencies, getting them to revert to an "old" version of any software is often a "tough sell," and still in others, even if they do revert to an earlier version, sooner or later someone will allow Adobe to update itself, and then they will be back to "square one."

    I'm not sure if this is an Alpha Five problem (Amyuni) or an Adobe problem, but it is definitely a problem!

    I wanted everyone to be aware of this, and to ask if any others have encountered the same problem.

    -- Rich
    Attached Files
    Last edited by Rich Hartnett; 02-02-2012, 07:23 AM. Reason: Added screen shots.
    Sergeant Richard Hartnett
    Hyattsville City Police Department
    Maryland

  • #2
    Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

    Rich, this sounds like something Selwyn would want to know about. Suggest you alert him.

    -- tom

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    • #3
      Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read *)

      Thanks Tom. I was just penning an email to him!

      -- Rich
      Sergeant Richard Hartnett
      Hyattsville City Police Department
      Maryland

      Comment


      • #4
        Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

        While I understand that you had this problem, I did not. I have just updated my copy of Acrobat Reader X to V10.1.2 and running in IE 9 and also in IE8, I do not have any problem.
        In any event, the issue is not something Alpha has any control over.

        Comment


        • #5
          Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

          Thanks for checking Selwyn. Jerry Brightbill confirmed that he had the same problem, although he was able to work around it by changing an IE Add-On setting. That fix did not work for me however.

          I figured it probably wasn't an A5 problem, but thought it was worth checking with you over.

          We'll keep working on it to see if we can find a solution.

          Thanks
          Sergeant Richard Hartnett
          Hyattsville City Police Department
          Maryland

          Comment


          • #6
            Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

            I just updated to 10.1.2 and am experiencing no problem with Firefox. But I do have the same problem with IE 9. What are the add-on setting changes?
            Last edited by frankbicknell; 01-28-2012, 09:40 AM.
            Win 10 64 Development, Win 7 64 WAS 11-1, 2, Win 10 64 AA-1,2, MySql, dbForge Studio The Best MySQL GUI Tool IMHO. http://www.devart.com/dbforge/mysql/studio/

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            • #7
              Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

              Thanks Frank, good to know.

              Yes it does seem to be limited to Internet Explorer, as it works for you in Firefox and for me in Chrome.

              Jerry suggested that disabling the Adobe Link Helper Add-On might cure the problem, and it did for him *temporarily,* but after rebooting the problem returned. I tried it and it didn't do anything for me. Since then, he has had sporadic results.

              BTW, Adobe does acknowledge on their support page that their reader will not work in IE browsers on 64 bit machines.

              Again thanks for the test, and we'll keep plugging away trying to find a cure.
              Last edited by Rich Hartnett; 02-02-2012, 07:25 AM.
              Sergeant Richard Hartnett
              Hyattsville City Police Department
              Maryland

              Comment


              • #8
                Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                I had problems in Chrome printing PDF's: the pdf disappeared from my screen. Definitely an Adobe issue as they have changed their print interface quite dramatically
                Frank

                Tell me and I'll forget; show me and I may remember; involve me and I'll understand

                Comment


                • #9
                  Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                  Some success! :)

                  Jerry Brightbill just had me try a little trick that seems to have had an impact on this problem. He suggested that I "uncheck" HTTP Keep Alive" and "Compression Enable Gzip" under the Performance tab on the Application Server.

                  This combination made the PDF document open up in my Win XP IE8 browser as it was supposed to. (It would go back to failing if I turned either option back on.)

                  I haven't checked with any of my Win7 or Vista users yet to see if it solves the "PDF-in-Browser" problem on their machines, but I will be conducting more tests later today.

                  Meanwhile, others may wish to try this fix to see if it resolves the problem on your end.
                  Sergeant Richard Hartnett
                  Hyattsville City Police Department
                  Maryland

                  Comment


                  • #10
                    Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                    Hi,

                    Is there any progress on this issue, I am desperate for an answer.

                    Thanks a lot

                    Comment


                    • #11
                      Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                      Did you try the solution listed above?

                      So far it seems to be working for me.
                      Sergeant Richard Hartnett
                      Hyattsville City Police Department
                      Maryland

                      Comment


                      • #12
                        Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                        Hi Rich

                        Thanks for bringing this up and thanks to Jerry for the workaround which seems to have fixed the issue for me!
                        Glen Schild



                        My Blog

                        Comment


                        • #13
                          Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                          Excellent Glen, glad I could help.

                          I'm curious, what operating system(s) have you tested it on?

                          I've been so busy I haven't had time to try it on anything but an XP box, but I really want to know if it solves the problem on Windows 7 or Vista.
                          Sergeant Richard Hartnett
                          Hyattsville City Police Department
                          Maryland

                          Comment


                          • #14
                            Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                            Originally posted by Rich Hartnett View Post
                            Excellent Glen, glad I could help.

                            I'm curious, what operating system(s) have you tested it on?

                            I've been so busy I haven't had time to try it on anything but an XP box, but I really want to know if it solves the problem on Windows 7 or Vista.
                            I spotted it yesterday using IE9 on a 64bit Windows 7 pc. The workaround has resolved the issue for now!
                            Glen Schild



                            My Blog

                            Comment


                            • #15
                              Re: ADOBE READER "X" - Version 10.1.2 Problem (* Important Read*)

                              That's just what I wanted to hear!

                              Thanks Glen.
                              Sergeant Richard Hartnett
                              Hyattsville City Police Department
                              Maryland

                              Comment

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