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buffy Mcc
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Adobe reader XI no longer plays video or audio embedded in PDF created with Adobe Acrobat X Pro.

Oct 26, 2012 2:47 AM

Tags: #video #bug #won't #play #acrobat_xi

Help please!

Embedded video and audio content in PDFs created using Adobe Acrobat X Pro does NOT play on some school computers after Acrobat Reader XI is installed. The media content played fine with Acrobat X. This is seen with both XP and Windows 7 machines.

 

Bizarrely, other machines with Windows 7 and XP play the video and audio content fine when Acrobat XI is installed.


Please help, as the PDFs are the delivery mechanism for a very effective literacy programme for children, and this bug has halted delivery for a considerable number of schools and thousands of children are in trouble!

 
Replies
  • Currently Being Moderated
    Oct 29, 2012 11:25 PM   in reply to buffy Mcc

    Hi there!

                   Do you have flash player installed on the machines ?

    Please use this link to download Flash Player -

    http://helpx.adobe.com/acrobat/kb/reader-acrobat-flash-player-download .html#main_download

     

    If the problem still persists, please help us undersrtand the problem by answering the below -

    1. Are there any errors when the content does not play ?

    2. What audio content type (file extension) are you trying to use ?

    3. Do you access PDF files (having audio/video) from an http url  ?

    4. Could you please provide one such sample file to help me replicate ?

     

    Waiting for your reponse.

     
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  • Currently Being Moderated
    Oct 31, 2012 3:57 AM   in reply to buffy Mcc

    Hi Buffy,

                  Could you please share the file on a file sharing site like acrobat.com or 4shared.com and provide me the URL here ?

    Another way out may be, if you can share your email ID and I can discuss this with you over email.

     

    -Raman

    (Adobe)

     
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  • Currently Being Moderated
    Nov 1, 2012 4:19 AM   in reply to buffy Mcc

    Hi Buffy,

                           Thanks for sharing the file. I could replicate a part of the problem. On my win 7 32 bit machine, I could replicate the sound not playing but the video content plays well.

    Could you please confirm if you are facing the same problem ?

     

    I am investigating this and will soon get back with an update.

     

     

    -Raman

     
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  • Currently Being Moderated
    Nov 1, 2012 5:39 AM   in reply to acrordrmn

    I am able to replicate on one machine while on another (new clean machine) everyhthing seems to work fine.

    I confirmed, this has nothing to do VLC media player. I'll update you as soon as I have another update.

     

    Meanwhile, please answer my question in the above post.

     
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  • Currently Being Moderated
    Nov 9, 2012 1:51 AM   in reply to buffy Mcc

    Hi Buffy,

                               We need to do a connect (remote screen-share) session to understand the problem and investigate the possible causes.

    Will it be possible for you, we'll need to do this from a machine where the problem is replicatable.

     

    Could you please contact me at rchhabra@adobe.com ?

     

    -Raman

     
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  • Currently Being Moderated
    Nov 9, 2012 4:06 AM   in reply to buffy Mcc

    My timezone is GMT+5:30. So, it won't be a problem for me.

    Let me know when you are ready for this.

     
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  • Currently Being Moderated
    Nov 14, 2012 9:57 PM   in reply to buffy Mcc

    Buffy,

                          That was exactly what I asked you to do in my first reply. See the link I posted in my very first reply.

    You need a specific Flash player plugin (for MOZILLA FIREFOX BROWSER) to play RMA in Acrobat/Reader XI. Going forward in the near future, this behaviour may also be true for Acrobat/Reader X. So, it'll be better to install this flash player plugin on all your systems.

     

    We have ended dependence on the captive flash player and instead now use this flash player plugin. The logic behind being- we want to keep flash updated and make it more secure. Now you won't need an Acrobat/Reader update to keep your flash player updated.

     

    Do let me know if you need any further help.

     

    -Raman

     
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  • Currently Being Moderated
    Nov 15, 2012 3:00 AM   in reply to buffy Mcc

    Hi Buffy,

                           I understand your inconvenience but on a machine not having the required flash player plugin, when you open a PDF having audio/video, a yellow ribbon appears at the top of the PDF and points the user to the page from where the required plugin can be downloaded.

     

    If you are somehow not experiencing this behaviour or you see some other buggy behavior, please do let me know.

     

    -Raman

     
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  • Currently Being Moderated
    Nov 15, 2012 3:12 AM   in reply to buffy Mcc

    Thanks for the update Buffy.

     

    In that case, let's plan to have a remote desktop share session wherein I can check what's going wrong and where. Would you please help me with this ?

    I'll need to access the machine that shows the problematic behavior and we can do this via Adobe Connect. Suggest me a an appropriate time for this.

     

    Thanks,

    Raman

     
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  • Currently Being Moderated
    Jan 1, 2013 7:11 PM   in reply to acrordrmn

    Hi Raman,

     

    I have a similar problem where my Adobe reader 11.x does not play the embedded mp3 audio file. I also have the "Flash player plugin 11.6 for other browsers" installed in my computer. It won't not resolve the issue. Your help would be much appreciated.

     

    Thanks,

    Bhaskar

     
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  • Currently Being Moderated
    Jan 25, 2013 1:25 PM   in reply to MichaelKazlow

    Michael, the link is very helpful, but a user should get to the link by clicking the button in the prompt that appears when the have Adobe Reader XI and attempt to open a portfolio:

    Adobe Flash ver prompt.png

    Unfortunately, that doesn't seem to occur. This is a serious issue for my company and our end users of Acrobat portfolios deployed with our products.

    I reported this back in October, but it seems to be under the radar. Any help you can provide would be greatly appreciated.

     

    Thanks,

    Sandy

     
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