1 2 Previous Next 58 Replies Latest reply: Mar 1, 2013 5:14 AM by Nigel@OSR RSS

    10.1.2 Displays grey, blank page (Fixed with 10.1.3)

    p4ddy15

      Adobe 10.1.2 I have the blank grey screen

       

      show large images however is already checked...

       

      what else could cause this?/

        • 1. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
          Ankit_Jain Adobe Employee

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

          • 2. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
            p4ddy15 Community Member

            it is generated by a website which work(s/ed) on Adobe 10.1.1 with no issues

            • 3. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
              Ankit_Jain Adobe Employee

              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

              • 4. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                p4ddy15 Community Member

                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?

                • 5. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                  PaulDunk

                  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?

                  • 6. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                    Vardhani09

                    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.

                     

                    • 7. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                      KiwiJJ Community Member

                      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.

                      • 8. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                        Ankit_Jain Adobe Employee

                        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

                        • 9. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                          PaulDunk Community Member

                          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.

                          • 10. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                            Joe_Masinter Community Member

                            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.

                            • 11. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                              Greg6481 Community Member

                              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

                              • 12. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                pwillener CommunityMVP

                                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/AdbeRdr1011_en_US.exe

                                • 13. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                  PaulDunk Community Member

                                  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. 

                                  • 14. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                    Matthew Metcalfe

                                    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!

                                    • 15. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                      RainShadow1975

                                      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.

                                      • 16. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                        Greg6481 Community Member

                                        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

                                        • 17. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                          KiwiJJ Community Member

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

                                          • 18. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                            Tom_5696 Community Member

                                            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?

                                            • 19. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                              Tom_5696 Community Member

                                              Which preference are you talking about?

                                               

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

                                              • 20. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                ECIsaacPDX

                                                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!

                                                • 21. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                  WhiskyLord

                                                  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.

                                                  • 22. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                    Matthew Metcalfe Community Member

                                                    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?

                                                    • 23. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                      caseattle

                                                      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

                                                      • 24. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                        Vardhani09 Community Member

                                                        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?

                                                        • 25. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                          Trav531

                                                          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.

                                                          • 26. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                            Fixreader1012

                                                            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

                                                            • 27. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                              sbriggs@pragmasis.com Community Member

                                                              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.

                                                              • 28. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                My sons Place

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

                                                                • 29. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                  GDRamp Community Member

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

                                                                  • 30. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                    sbriggs@pragmasis.com Community Member

                                                                    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...

                                                                    • 31. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                      philharmonik

                                                                      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?

                                                                      • 32. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                        caseattle Community Member

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

                                                                        • 33. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                          Richard Davies Community Member

                                                                          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.

                                                                          • 35. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                            Joe_Masinter Community Member

                                                                            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

                                                                            • 36. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                              caseattle Community Member

                                                                              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 

                                                                              • 37. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                                AdamMN Community Member

                                                                                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.

                                                                                • 38. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                                  brogers_1 Employee Hosts

                                                                                  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

                                                                                  • 39. Re: Adobe 10.1.2 issue grey blank page upon pdf generation
                                                                                    Richard Davies Community Member

                                                                                    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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