PDFs Won't Open from Outlook- Acer Aspire, Win 10

Shane34 on 21/08/2020 - 11:35

Hey guys,

Family member just phoned me in a bit of a dilemma saying the PDFs won't open from emails on her laptop.

Any ideas what might be the cause? I'm thinking maybe firewall settings although its never done it on mine.

Adobe is installed btw

Any likely suspects?

Cheers

Computing

Comments

  • CheapAtTwiceThePrice on 21/08/2020 - 11:41
    +3

    Might not be an actual PDF but some sort of disguised phishing attempt that the OS is blocking?

    If it's trusted source try saving the file locally, then opening it.

  • OldSchoolHarry on 21/08/2020 - 11:42
    +1

    What happens when they download the PDF to local drive? Do the file icons show Adobe logo? Maybe try to use 'Open with' option from Right Click menu and try a browser instead of Adobe reader or vice versa.

  • Noblejoker on 21/08/2020 - 11:47
    +2

    More info needed, for example

    • Outlook - desktop email program or Outlook.com in the browser
      Will help to answer if it is a desktop issue or browser issue
    • PDF won't open - does she mean preview view within mail or when she downloads and opens it with adobe?

    Suggest you remote connect to her computer - lots of options, try TeamViewer as you don't need to install just run - and have her show you what she means

    • Shane34 on 21/08/2020 - 11:55

      Thanks mate, I'll get back to you. I'll have the computer in a few hours.
      And from memory its outlook via the app. Nothing happens when you try and open pdf attachments.
      So for starters I'll go in via the browser to rule out app issues :)

  • scrimshaw on 21/08/2020 - 12:39
    +1

    Save the file to the drive and then right click, hit Properties and make sure the file is actually a PDF and not something disguised as a PDF. It helps if the "Show File Extension" option is enabled in File Explorer.

  • xuqi on 21/08/2020 - 12:50
    +6

    Ensure they have Acrobat set as the default PDF viewer in Windows 10. MS has a nasty habit of resetting it to Edge.

    https://pattvet.custhelp.com/app/answers/detail/a_id/22765/~…

    • Shane34 on 21/08/2020 - 15:57
      +2

      Thanks mate. That was it!

  • bdl on 21/08/2020 - 14:18

    Get them to install Anydesk and take a look yourself.

  • Riczter on 21/08/2020 - 18:03

    I had the same problem with a client last month. The client had AVG installed, which had also installed its AVG Safe Search Secure Browser, and this was set as the default browser. What was happening was outlook was trying to launch the PDF in a web browser, launching the AVG browser, which was blocking the email attachment, and causing outlook to throw up an error message. Removing the AVG web browser and resetting chrome or IE as the default browser solved the problem. May not be the same issue as yours but worth mentioning just in case because it had me scratching my head for a little bit

    • Shane34 on 21/08/2020 - 18:39
      +1

      Ah thanks. Yes it was actually the outlook app had edge set as default and not adobe. Worth keeping in mind for your job as you might be likely to encounter it :)

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