"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

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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