WIN10, Outlook 2016, IE11, Acrobat DC, web link direct to pdf will not open unless acrobat is already open

[joostin420]

WIN10, Outlook 2016, IE11, Acrobat DC, web link direct to pdf will not open unless acrobat is already open.

receive the error message:

please let me know if anyone else has had this happen and if there is a solution.

thank you,

justin

[Adorobat]

Hi Joostin420,

As per the issue description mentioned above, you are facing issue with web links in a pdf, is that correct?

Could you let us know dot version of Acrobat installed on the machine? You may refer to the steps given in this link on how to check the version in Acrobat: Identify the product and its version for Acrobat and Reader DC

Also, would it be possible to share the pdf file you are working with to replicate the issue at our end? To share the file here in the forums, refer to the steps given in this link: How to share a file using Adobe Document Cloud

You may also share the link for the pdf via private message - How Do I Send Private Message

Let us know if you need any help.

Shivam

[joostin420]

no; a link directly to a pdf from an email within ms outlook 2016 opens acrobat dc as expected, but the error message above is received. 

if acrobat dc is open prior to opening a link directly to a pdf from an email within ms outlook 2016 the pdf will open normally as expected.

thank you,

justin

[Adorobat]

Hi Justin,

Would it be possible to share the pdf file you are working with to replicate the issue at our end? To share the file here in the forums, refer to the steps given in this link: How to share a file using Adobe Document Cloud

You may also share the link for the pdf via private message: How Do I Send Private Message

Let us know if you need any help.

Shivam

[joostin420]

hello,

please see link:  https://www.saba.edu/images/oer.pdf

WIN10, Outlook 2016, IE11, Acrobat DC.  when this link is received within an email via ms outlook 20016 and the link is opened direct to pdf it will not open with acrobat dc unless an instance of acrobat dc is already open.  we have adobe acrobat dc set to open pdf with the application.  we receive the error message above.

thank you,

justin

[joostin420]

I have already tried the "repair installation" without any changes - issue still remains.

I will try resetting preferences and report back.

thank you,

justin

[joostin420]

removing the preferences folder resetting preferences made no difference.

thank you,

justin

[Adorobat]

Hi Justin,

Try removing Acrobat DC using cleaner tool found here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs  , restart the computer and then reinstall Acrobat DC from here -Download and install Acrobat DC subscription , reboot the machine after installation and try again.

-Shivam

[joostin420]

hello,

so far same exact results with 6 installations.  have also tried removing with cleaner and reinstall to humor..

thank you,

justin

[Adorobat]

Hi Justin,

Could you try replicating the issue with Acrobat in a new user account on the machine and check? 

To create a new account - select the Start  button, then select Settings  > Accounts  > Family & other people > Add someone else to this PC.

-Shivam

[joostin420]

hello,

to clarify....  the same error is replicated on 6 different workstation installations I have tried...  I have added another user account numerous times already...  I am able to replicate the error/issue with every workstation.  adobe acrobat dc pro is set as the default program for viewing pdf's.  adobe acrobat dc pro ver.2018.011.20058

WIN10 pro x64, Outlook 2016, IE11, Acrobat DC.  the resulting error is what is received if an instance of adobe acrobat is not open prior to clicking web link direct to pdf within the body of an email within outlook 2016.

thank you,

justin

[Adorobat · Accepted solution]

Hi Justin,

Sorry for the delay in response.

As the issue persists in new user account as well, please contact the support using this link: Contact Customer Care

-Shivam