Acrobat Reader 9 problems - please help - Thread - go-pugleaf

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3 total messages Started by Eric_Wieczorek Mon, 02 Feb 2009 19:20

Acrobat Reader 9 problems - please help

#1348

Author: Eric_Wieczorek
Date: Mon, 02 Feb 2009 19:20

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Hello there from Victoria, Canada

We are a small group of teachers that produce monthly current events teaching units for Canadian schools.

Some of our our customers receive the newsletter by mail, and the rest download pdf files from our website. The pdf files are password protected and we notify our subscribers by email what the password is.

We have never had never experienced any major issues, until now. We recently upgraded to Acrobat Pro version 9 (from 8) and many, many subscribers have been contacting us claiming that they can�t open the password protected files even though they are using Adobe Reader 9. When I create the pdf file, the settting I use is �open with Reader 5 and above.�

Many of our customers are very frustrated and so are we. Can anyone please help ???? Is anyone else experiencing problems and what can we do to solve this?

Thanks in advance for your time.

Eric W.

Re: Acrobat Reader 9 problems - please help

#1359

Author: Pat_Willener
Date: Tue, 03 Feb 2009 04:21

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      they can�t open the password protected files




Have you yourself tried to download and open these password protected files? Can you open them?

What is the error message that you or your customers get when trying to open these files?

Re: Acrobat Reader 9 problems - please help

#1375

Author: Eric_Wieczorek
Date: Tue, 03 Feb 2009 17:56

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1047 bytes

Hi Pat

Adobe Reader 9 opens the password protected file OK.

Preview says the file format is not recognized and/or the file is corrupted (when it is not).

Many other customers are reporting other problems -- grey screens, no password being asked for, etc. etc. (but when we email them the master pdf file without a password, they can open it OK.) Somehow the security settings created by Acrobat 9 are causing the problems.

Cheers.

Eric

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