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10.1.2 Displays grey, blank page (Fixed with 10.1.3)

Mar 1, 2013 12:05 PM

Adobe 10.1.2 I have the blank grey screen

 

show large images however is already checked...

 

what else could cause this?/

 
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  • Currently Being Moderated
    Jan 12, 2012 7:17 AM   in reply to p4ddy15

    How exactly are you generating the PDF, cause Adobe Reader does not offer the capability to create PDFs.

     
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  • Currently Being Moderated
    Jan 12, 2012 7:26 AM   in reply to p4ddy15

    Thanks for the information.

    Could you provide me with the following information as well:

    1. The site which was used to generate the PDF. It would help me to see if get a sample PDF from the site.

    2. If you cannot provide me with the above, could you please provide me with a sample PDF (you will have to attach it elsewhere since you cant post it on the forum)

    3. Would you happen to know which tool is being used by the site to generate the PDF?

     

    Thanks

    Ankit

     
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  • Currently Being Moderated
    Jan 12, 2012 10:06 AM   in reply to p4ddy15

    p4ddy15 wrote:

     

    Hi Ankit

     

    not really in a position to provide. As I say it worked correctly on 10.1.1 and if I roll back still works so I know it is not host code issue.

     

    What has changed in .2 that could cause this?

    We have the same problem here.  PDFs that opened in 10.1.1 yesterday don't now open in 10.1.2 after an update from Adobe Reader last night.  

    We have two PCs here one on 10.1.2  (running Windows 7) and another on 10.1.1 Running Windows XP Pro SP3).  I can access the PDF on the 10.1.1 machine (this is from an internal web based application from one of the mega drug companies) and attach it to an email to send to the 10.1.2 PC where it can be read.    However we can't open this PDF on the web based application on the 10.1.2 PC.    Thus there looks to be some problem with the 10.1.2 download.  

    Can we get back to 10.1.1 ( I can't see this older version being offered on the Adobe site - only 10.1.2 or 9.5)?

    Can I "export" the Adobe reader 10.1.1 application from one PC and then put it the 10.1.2 PC?

     

    When can we expect a fix for this problem?

     
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  • Currently Being Moderated
    Jan 16, 2012 11:26 AM   in reply to p4ddy15

    We have the same issue with 10.1.2 while opening up the pdfs in browser (Specially IE version and working fine in Firefox, Chrome).

    The same pdfs working fine on 10.1.1 reader.

     

    We are using object tag inside jsp to embed the pdf contents and ClassId used inside object tag is

    "CLSID:CA8A9780-280D-11CF-A24D-444553540000". The same code worked fine in IE, Adobe 10.1.1 combination.

    For Adobe 10.1.2 and IE it's displaying the grey screen. Is the classid used is not compatable with the new version of Adobe?

     

    New Edit --->

    I have got the same problem as Joe mentioned. When i added "Content-Length" header it worked fine for me in my local.

    It's not working when the same code promoted to other environments.

    Something really screwed up with latest version of Adobe.

     

     
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  • Currently Being Moderated
    Jan 12, 2012 12:51 PM   in reply to p4ddy15

    Hi,

    We also have the same issues with 10.1.2 when opening PDF's in the IE browser and the problem does not exist when I roll back to 10.1.1 or 10.1.0.

    We use an inhouse application to open the PDF's in the browser. I now have to turn updates off on everyone's PC until a new version comes out that works.

     
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  • Currently Being Moderated
    Jan 12, 2012 10:13 PM   in reply to KiwiJJ

    Would it be possible for you to share any sample PDF. It would help in isolating the issue.

    Please upload it at any 3rd party site such as yousendit.com or likewise.

     

    Also, please let me know if the issue reproducible for any and all PDFs or only a specific set of PDFs which are generated via some tool?

     

    Ankit

     
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  • Currently Being Moderated
    Jan 13, 2012 6:01 AM   in reply to Ankit_Jain

    Ankit

     

     

     

    The PDFs we are trying to open using Acrobat Reader 10.1.2 (under Windows 7)

    are in a secure website: however I can open these PDFs in 10.1.1 (XPro SP3)

    and I attach three of them, for your debugging purposes.

     

     

     

    The attached PDFs on the secure website opened in 10.1.1 but don't open in

    10.1.2 (all under Windows 7).     Under 10.1.2 (Windows 7) we can open other

    PDFs on other public websites.

     

     

     

    Hope this helps you to sort the problem out.   

     

     

     

    Is it possible to download  (get hold of) Acrobat Reader 10.1.1 for Windows

    7?     Otherwise we will have to revert to 9.5 (which is available to

    download on your website) and see it this still works.

     

     

     

    Paul Dunk FCA

     

    Scidata Limited,

     

    Business address: Little Maldron Mill, Torphins, Banchory, Aberdeenshire

    AB31 4NE.

     

    Tel: 013398 82168: Mob: 07785 532810.

     

    Registered office address: Flat 1, Towerside, 144 Wapping High Street,

    London E1W 3PD.

     

    Company Registered No: 2544327 VAT Registered No: 548 0329 42

     

    Directors: L P Dunk BSc (Hons): P N H Dunk FCA.

     
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  • Currently Being Moderated
    Jan 16, 2012 10:47 PM   in reply to p4ddy15

    Here's a story of how I got this working... kind of a mystery still, but that's what we have to deal with all the time, isn't it?

     

    I had the same problem, installing 10.1.2 caused a blank screen, or a stuck progress bar, when loading PDFs in IE9. The PDFs in question are dynamically generated with IText, embedded in html via a <object> tag, and served up via Jboss (Tomcat) 5.1.0.  There were no issues in Firefox.  We also had several users report similar issues with IE8.

     

    What seemed to fix it (at least on my local environment) for me was to, add a Content-Length header with the file size, remove the compressableMimeType="application/pdf" in the server configuration.

     

    However, on a different environment, it still wasn't working (grey screen, stuck progress bar in IE), so I set a debug point.  The download method was being called 3 times - I had several Cache-Control headers set in an attempt to prevent caching.  Removing these headers seemed to help, now the download method is being called only once, or sometimes twice.  I found a MS article I found that seemed relevant: http://support.microsoft.com/kb/293792

    Possibly the multiple-request, user-agent='contype' thing with IE is really screwing up the new version of the plug-in.  I read the MS article, added a check for user-agent='contype' and returning only the Content-Type header instead of the whole document -- seemed to improve things.

    However several PDF form elements were still screwed up - missing submit button, combo box fields with missing options.

     

    Latest update:  This combo of configurations seems to be working on both firefox and IE9 with reader 10.1.12:

     

    1. removed content-length, it was causing other problems

    2. added check for user-agent='contype' and returning only headers

    3. removed cach-control headers

    4. compressableMimeType = 'application/pdf' is enabled in Tomcat config

     

    My hunch is #2 was the real problem, would need further testing to know for sure.

     
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  • Currently Being Moderated
    Jan 14, 2012 12:45 PM   in reply to Ankit_Jain

    I posted a separate question before finding this one. Every time I have had this I have been on a secured web site trying to access a document that I need. It is only when using IE9

     
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  • Currently Being Moderated
    Jan 14, 2012 9:05 PM   in reply to PaulDunk

    PaulDunk wrote:

     

    Is it possible to download  (get hold of) Acrobat Reader 10.1.1 for Windows

    7?     Otherwise we will have to revert to 9.5 (which is available to

    download on your website) and see it this still works.

    You can download any released version of Adobe Reader by navigating the FTP site

    at ftp://ftp.adobe.com/pub/adobe/reader/win/

     

    The English version 10.1.1 for Windows would then be found

    at ftp://ftp.adobe.com/pub/adobe/reader/win/10.x/10.1.1/en_US/AdbeRdr1011 _en_US.exe

    or http://ardownload.adobe.com/pub/adobe/reader/win/10.x/10.1.1/en_US/Adb eRdr1011_en_US.exe

     
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  • Currently Being Moderated
    Jan 16, 2012 7:59 AM   in reply to Pat Willener

    Thanks Pat.  I have uninstalled 10.1.2 and downloaded 10.1.1 from your first link, and everything now works as it should. I have also disabled auto updating too.   I guess we will have to wait for a 10.1.3 update to sort out the 10.1.2 problems at some time in the future.   Thanks again. 

     
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  • Currently Being Moderated
    Jan 16, 2012 9:55 AM   in reply to p4ddy15

    Talk about an update really messing up the enterprise. We had our systems doing auto-updates for Acrobat. Imagine every employee coming into the office on Monday not able to pull up their paystubs from the ADP website? I guess the fix is to roll back and wait (and no autoupdates....) Lesson Learned!

     
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  • Currently Being Moderated
    Jan 16, 2012 12:11 PM   in reply to p4ddy15

    I suspect that the personal preferences have not been set.  I have seen this before on earlier versions of AR X.

     

    Open Adobe Reader and answer the dialogue boxes. Then open a local file and answer the reader preferences.  Once those are answered then goto a website and try to open PDF file.

     

    If those preferences are not answered, AR does not know how you want them to open.  In the web envirionment AR is unable to prompt the dialogue box to ask, so you end with the gray screen.

     
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  • Currently Being Moderated
    Jan 16, 2012 5:48 PM   in reply to Pat Willener

    I went back to 10.1.1 according the suggestions above. On secure web sites (Fidelity and Chase) still having a problem but screen is white and not grey. However this is on IE. If I use Firefox it is ok. Even though 10.1.2 was uninstalled could anything been retained that still causes the problem? This did not occur before I had updated

     
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  • Currently Being Moderated
    Jan 16, 2012 6:05 PM   in reply to Greg6481

    Make sure after uninstalling 10.1.2 that you delete the Adobe Reader directory from C:\program files before you reinstall 10.1.1

     
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  • Currently Being Moderated
    Jan 16, 2012 9:57 PM   in reply to p4ddy15

    I agree, this is a problem with 10.1.2.

     

    When trying to view an embedded PDF statement on the Citibank Australia website I just get a grey box where PDF should be.

     

    Solution please Adobe. When will you properly test your updates?

     
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  • Currently Being Moderated
    Jan 16, 2012 9:59 PM   in reply to RainShadow1975

    Which preference are you talking about?

     

    I use Acrobat outside of the browser all the time. I'm not asked anything.

     
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  • Currently Being Moderated
    Jan 16, 2012 11:27 PM   in reply to p4ddy15

    Hey all,

     

    After about four hours of debugging this issue, I have found that, at least for me, the regression issue seems to be with Adobe Reader handling a gzipped PDF embedded in the IE browser, specifically. I can't speak to why this would occur, but hopefully this will help others out. On our site, we had gzipping only disabled (as most probably do) for images (gif, jpg, jpeg, png), meaning PDFs were being gzipped. This, prior to 10.1.2, worked just fine. I changed our web server configs so that PDFs are no longer gzipped and I can now view the PDFs in IE with Reader 10.1.2 the same as before.

     

    If you're using Apache, look for a line that looks something like this in your httpd.conf:

     

    \.(?:gif|jpe?g|png)$ no-gzip dont-vary

     

    And change to:

     

    \.(?:gif|jpe?g|png|pdf)$ no-gzip dont-vary

     

    That all being said, this still sounds like a bug in Reader 10.1.2, and gzipped PDFs via IE should be supported. I'm sending a separate report to Adobe so hopefully that specific information will help them debug / fix. Until a patch has been released, however, this will make sure our customers can view PDFs. Hope this helps someone else out!

     
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  • Currently Being Moderated
    Jan 17, 2012 2:53 AM   in reply to Vardhani09

    I have just been told by a company that this is a "failed upgrade" from Adobe and the issue is that the upgrade has compatbility issues with many browsers including Explorer.

     
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  • Currently Being Moderated
    Jan 17, 2012 6:04 AM   in reply to p4ddy15

    I rolled back to 10.1.1 (Win 7 32 bit machine) and the problem went away.

     

    Used the Upgrade Wizard to configure a 10.1.1 install, selected to not do ANY updates. Couldn't remove previous versions of reader because it was greyed out.

     

    Deployed that package through group policy.

     

    (1) Only deploys if 10.1.2 isn't installed. Will not remove it.

    (2) Installs fine on a machine that has no adobe reader installed.

     

    Unfortunately, I came in this morning to find that Adobe had updated my 10.1.1 with 10.1.2 despite specifically turning off updates in the Config wizard. At this point I just have to laugh.

     

    If I had any control over the webserver then I would be able to make some of the suggested changes above. However, I do not. I am surprised Adobe hasn't publicly commented on this. Are there that few people looking at embedded PDFs on a secured site?

     
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  • Currently Being Moderated
    Jan 17, 2012 9:33 AM   in reply to p4ddy15

    It appears if you toggle Compatability view when you get the below screen shot you can get the PDF to load.  It's like the browser tries to update and then is able to load PDF.   We are having issues with Win7 IE9 on the ADP site pulling up pay stubs. 

     

    ADP issue.JPG

     
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  • Currently Being Moderated
    Jan 17, 2012 11:45 AM   in reply to ECIsaacPDX

    When gzip compression enabled my httpserver removing the 'Content-Length' header and it's showing the grey page.

    When gzip compression disabled it's sending the 'Content-Length' header back and i am able to view the pdf properly.

    Adobe reader 10.1.2 require this header inorder to show the pdf properly (not required in adobe reader 10.1.1)

    and not sure why they made this change which is breaking on IE now.

    Can someone from Adobe please respond to this?

     
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  • Currently Being Moderated
    Jan 18, 2012 5:37 AM   in reply to p4ddy15

    It would be nice to hear an update regarding this from Adobe besides the usual silence, like maybe even a "we're working on it and will release an update soon" would be SOMETHING.  I'm not thrilled with the idea of ripping Reader off 1800 workstations, and reinstalling just to work around this problem, but that's the point I'm at.  While it's great that several on here have figured out the server-side changes necessary to make it work, having numerous commercial hosts change their code just to correct an issue in a bad patch is not an acceptable solution.

     
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  • Currently Being Moderated
    Jan 18, 2012 7:28 AM   in reply to p4ddy15

    Hello, could we get some type of response from the moderator from adobe?  Has there been any type of confimration by adobe that 10.1.2 has changed the way secure (https) web sites and adobe reader 10.1.2 work together?  10.1.1 was working fine with secure sites.  The 10.1.2 patch has caused the PDF's either to hang / freeze when opening or it opens to a grey screen on secue web sites.

     

    Thanks

     
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  • Currently Being Moderated
    Jan 19, 2012 2:36 PM   in reply to Matthew Metcalfe

    We have the full Acrobat after upgrading to CS5.5 and the 10.1.2 update has wrecked our ability to display PDFs in popup windows over HTTPS connections.

     

    We do not have a separate install of Reader 10.1.2 and can't remove anything obvious, apart from the full Acrobat, which we've paid for and need.

     

    Trying to install Reader 9.4 in the past, as this is not the first time we've seen isues like this, has given us a workaround. This does not work now. Using the FTP download area mentioned above to download and install the full 10.1.1 installer changes nothing - the IE plugins are still al 10.1.2. I.e. it appears that 10.1.2 can't be rolled back without a full removal of Acrobat Pro X (which we haven't tried yet as there are licenses assigned and we've got better things to do than mess about with that on top of all this, if it can be avoided at least).

     

    Does anyone know a way of disentangling the Reader component of Acrobat, as distinct from simple independent installs of Reader alone, please? The Reader files appear to be in the Program Files\Common Files\Adobe\Acrobat\ActiveX directory, but you can't simply delete them or rename the folder as it's all in use. I could do a Safe Mode etc boot, but I really shouldn't be having to do any of this. Installing earlier versions of Reader and then removing them makes no difference to anything.

     

    Any suggestions, especially from Adobe, will be much appreciated.

     

    As was said above, when will Adobe test their software properly?????

     

    Thanks.

     
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  • Currently Being Moderated
    Jan 19, 2012 9:46 PM   in reply to p4ddy15

    I have been unable to connect adobe to my computer , Is there a way you can explain it to me?

     
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  • Currently Being Moderated
    Jan 20, 2012 7:28 AM   in reply to My sons Place

    Looks like this is in the "Known Issues list" now on the Release Notes.  No workaround, though.

     
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  • Currently Being Moderated
    Jan 24, 2012 9:08 AM   in reply to sbriggs@pragmasis.com

    Replying to my own post above...

     

    In case anyone is in the same situation of being unable to get the Reader component to uninstall or be replaced by a lower version when full Acrobat Pro 10.1.2 is already installed, this is what I did to get it working again:

     

    Boot Windows in Safe Mode (or use some other approach to get access to the files before Windows/IE grab them)

     

    Navigate to \Program Files\Common Files\Adobe and rename the "ActiveX" folder within that to e.g. ActiveX-10-1-2

     

    Reboot Windows normally.

     

    Install Adobe Reader 9.5.0. Other versions between that and 10.1.1 may work, I just reverted to the version that I knew was OK previously.

     

    Switch off the automatic updates within Adobe so it doesn't keep reminding you about the new version being available.

     

    We can now open PDFs over HTTPS in popup windows again, and we've still got Acrobat Pro available.

     

    I hope that helps people in the same situation as we were. I'll remember to test any new version on a non-critical PC next time...

     
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  • Currently Being Moderated
    Jan 24, 2012 12:47 PM   in reply to p4ddy15

    We are having issues with user's not being able to view their W2's. A workaround that you can try is to hold down Ctrl while clicking on the link for the certain PDF you are trying to view. Question is...why does holding down Ctrl allow the PDF to load?

     
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  • Currently Being Moderated
    Jan 24, 2012 12:45 PM   in reply to p4ddy15

    ADP has maded a change on the backend, so now the Paystubs will open for our 800 plus users.

     
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  • Currently Being Moderated
    Jan 31, 2012 3:15 PM   in reply to p4ddy15

    We've been experiencing similar problems with PDFs served from our database when requested from IE and Reader 10.1.2. After much troubleshooting, I finally discovered that our code was returning the PDF along with the HTTP header 'accept-ranges: bytes' header, even though our server does not support that HTTP feature. I don't know why that header was included in our code, but removing that header fixed the problem for us.

     

    I thought I'd share this in case it helps anyone else.

     
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  • Currently Being Moderated
    Feb 2, 2012 7:17 AM   in reply to p4ddy15
     
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  • Currently Being Moderated
    Feb 2, 2012 10:12 AM   in reply to toolburn

    This is what happens when you have three-party compatibility requirements.

    I suppose what's going on is something like this:

     

    Microsoft: "it's not our fault, it was working before!"

    PDF content owners:  "it's not our fault, it was working before!"

    Adobe: "it's Microsoft's fault, they didn't implement the standard correctly"

     

    With so many variables it's no wonder there are major breakdowns with some configurations.

    If you are hosting the PDFs you should try messing around with the headers, in particular the accept-bytes one apparently worked for some people. What worked for me was to follow the advice in this article http://support.microsoft.com/kb/293792

     

    Good luck

     
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  • Currently Being Moderated
    Feb 2, 2012 11:18 AM   in reply to caseattle

    I received a reply form our ADP rep who stated they basically certified 10.1.2 and did not give any more details as to any changes to get the Paystubs PDF's visible again in the browser.

     

    Chris 

     
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  • Currently Being Moderated
    Feb 3, 2012 12:11 PM   in reply to p4ddy15

    Adobe...any update on this issue which has been widely seen?  Is it an issue with Adobe Reader 10.1.2 or and issue with the websites hosting the PDF's over HTTPS / SSL?  In all the posts about this, nobody from Adobe is providing any insight or commentary.  Any information would be greatly appreciated by all.

     
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  • Currently Being Moderated
    Feb 6, 2012 12:32 PM   in reply to AdamMN

    The Acrobat team is aware of the 10.1.2 bug that impairs PDF browser-based display in certain workflows. While a fix is ready for the next quarterly update, customers can help by attaching affected files (or by providing a public URL, if any) to a forum post here. Alternatively, click my user name and send the file privately with any details about your workflow you think might be pertinent.

     

    Adobe would like to verify the fix across a wide variety of files to assure that it covers the broadest number of scenarios and users.

     

    Ben

     
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  • Currently Being Moderated
    Feb 6, 2012 2:05 PM   in reply to brogers_1

    Based on our own experience with this bug and everyone else's findings and workarounds presented in this forum post, it does not seem to be related to a particular PDF, but rather in the way that the server serves that PDF to the browser (i.e. what HTTP headers are returned and if the response is gzipped, etc.)

     

    For example, here are two pages on our site that contain links to a lot of PDFs where we experienced this issue (with all of the PDFs on these pages):

    http://www.portlandonline.com/bes/index.cfm?&c=50289

    http://www.portlandonline.com/parks/index.cfm?c=38306

     

    We were originally serving the PDFs with no content-length header but with an 'accept-ranges: bytes' header. These PDFs wouldn't display with the Reader 10.1.2 plugin in IE. We tried adding a content-length header which fixed the problem in 10.1.2, but seemed to break it in older Reader versions. We then discovered that removing the accept-ranges: bytes header fixed it in 10.1.2 (and didn't break older versions either.)

     

    Also, to reiterate, there were never any issues when accessing the same PDFs from other browsers. It was only the Reader plugin for IE that was affected. In addition, you could right click on a PDF and save it to your desktop and then open it in the full Reader 10.1.2 application without issue. But the same PDF wouldn't open directly in the IE Reader plugin.

     
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