"An error was encountered" for View Documents/Opening Files in MPathways (Adobe Acrobat Extension)

Environment

M-Pathways: Student Administration (CSPROD), Human Resource Management System (HCMProd), Financials & Physical Resources System (FINProd)

Issue

  • Trying to open a document/PDF via a link on a page in an M-Pathways system but an error message saying "An error was encountered while processing the file. Some features might not work" or "Error Failed to load PDF document" appears
    • "about blank blocked", "blocked error message"

Resolution

The "An error was encountered" message is a known issue with the Adobe Acrobat extension and the Google Chrome browser. There are two options for resolution:

  • Use a different browser (Firefox, Microsoft Edge, Safari).
  • Disable the Adobe Acrobat extension on Google Chrome.
    1. Click the 3 vertical dots in upper-right corner.
    2. Select Extensions > Manage Extensions.
    3. Toggle the Adobe Acrobat: PDF edit, convert, sign tools extension off.
      • The toggle switch will be on the right and highlighted blue to indicate the extension is ON.
      • The toggle switch will be on the left and white/gray to indicate the extension is OFF.
    4. Navigate back to the M-Pathways page and try viewing the document again.

Additional Information

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

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