Document Imaging: Trouble Opening PDF Documents

Environment

Perceptive Content Client (Document Imaging); Perceptive Experience, MPathways Financials , Student

Issue

When attempting to view PDFs stored in Document Imaging, the PDFs either do not open, displays an error or opens for a brief second and then disappears.  These issues are caused by the user either being logged out of Adobe or a Chrome Extension that was enabled to make Adobe the default PDF viewer within Chrome and occurs most often when attempting to view documents from another application such as the MPathways Financial or Student systems.

Error is "An error occurred. An error was encountered while processing the file.  Some features might not work." 

Resolution

To log into Adobe: 

  1. Open Adobe Acrobat or Adobe Reader on your computer
  2. Click the "Sign In' button located in the top right corner
  3. Enter your umich.edu email and click Continue
  4. U-M's Weblogin will appear where you can enter in your uniqname and password
  5. Select the document again in Perceptive Content and the document should now display as expected.

To disable the Chrome Extension:

  1. Click on the Adobe icon in the upper right corner of the Chrome browser
    1. The Adobe icon is a fancy A on a red background
  2.  Select the toggle switch next to the words "Use Acrobat in Chrome" to turn off this extension
  3. You may then see another error "Failed to load PDF document"
  4. Close the current tab and return to the screen where you selected to view documents
  5. Click the view documents link again, and the documents should now display as expected 

Additional Information

If you do not see the Adobe icon in the upper right corner:

  1. Select the puzzle icon instead to view all Chrome extensions
  2. Find the Adobe Acrobat extension and click the Details button
  3. On the next screen, select Extension Options
  4. A new screen appears where you can then select the toggle switch next to the words "Open PDFs in Acrobat" 
  5. Click Save preferences
  6. Close your current tabs and return to the screen where you selected to view documents
  7. Click the view documents link again and the documents should now display as expected

Need additional information or assistance? Contact the ITS Service Center.

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