Document number: 19003

 

Adobe Acrobat Reader software lets you view and print Adobe Portable Document Format (PDF) files from Internet Explorer.  When attempting to retrieve a *.pdf file the best practice is to wait until the file is fully loaded before clicking on the Acrobat icon. Sometimes you may get a blank screen instead of the expected document.  If that occurs try these steps to resolve the problem.  Click on the link for more detailed instructions.

Summary of Adobe Acrobat troubleshooting steps

1. Refresh the file in Internet Explorer.

2. Delete cache files.

3. Close Internet Explorer, reopen it, re-select the *.pdf file and wait until it is fully loaded before attempting to view it

4. Change the web intergration option - see Eureka! document 28350 — Error: An error has occurred while trying to use this document

5. Save the file locally before attempting to view it.

6. Use the Software library button fix to update certain files..

7. Uninstall then reinstall Adobe Acrobat.

8. Contact Technical Support Operations for additional assistance.

 

 

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Refresh the file in Internet Explorer.

If you see a blank screen in Internet Explorer after selecting a PDF file, try selecting "Refresh"  from your Internet Explorer tool bar.   Or select View, then Refresh. Or press the function key F5

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Delete cache files.

1. Select Tools from the menu bar.

2. Select Internet Options... from the drop down menu.

3. On the General tab page, in the Temporary Internet Files section click on the Delete Files ... button.

4. A new window will open will open with the message "Delete all files in the Temporary Internet Files folder?". Click OK. It is unnecessary to check the "Delete all offline content" box.

5. Click OK button to close the Internet Options window.

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Close Internet Explorer, reopen it, re-select the *.pdf file and wait until it is fully loaded before attempting to view it.

A blank screen may appear if you click on the Acrobat Reader icon at the bottom of your screen as soon as it appears, instead of waiting for the PDF to load (if so, close Internet Explorer try to access the PDF file again).

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Save the file locally before attempting to view it.

1. Right click on the *.pdf link.

2. Click on Save Target As ...

3. Save the file to your c\temp directory.

4. Open Windows Explorer and navigate to the saved file, then double click on the file to view it.
   

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Use the Software library button fix to update certain files.

Check your version of Internet Explorer. If you are running Internet Explorer 5.0 then try the ActiveX fix in the software library.

1. Open Lotus Notes, then open the Software Library by clicking the bookmark link.
   • You may need to look in your databases folder for the Software library bookmark
   • If you don't have the Software Library bookmark, see document 16250 — How to add the Software Library database link to Lotus Notes for instructions on installing the Software library bookmark.
2. Click the Standard Software Package Installs icon.
3. Click By Package Name. This view will probably already be showing as it is the default view.
4. Scroll until you see the entry Internet Explorer 5 Packages and double click on it to open it.
5. Scroll to the button labeled ActiveX Fix and click on the button.

This solution re-registers some dll files that are necessary for some secure web sites and viewing pdf files. If this solution does not work your copy of the files may be the wrong version or may be corrupt. To get another copy of the file try clicking here, when the "File download" box comes up select "Save this program to disk" Navigate to c:\winnt\system32 and save the file there - replace the existing file. Then try the Software Library fix again.

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Uninstall then reinstall Adobe Acrobat from the Software Library in Lotus Notes

First Uninstall Adobe Acrobat using the Add and Remove programs utility.  Uninstalling first really can make a difference so don't skip this step. For instructions on using Add and Remove programs see document 69004 — How to uninstall and install software. Note: If uninstalling does not work then just continue with the re-install.

Now Reinstall

1. Open Lotus Notes, then open the Software Library by clicking the bookmark link.

• You may need to look in your databases folder for the Software library bookmark

• If you don't have the Software Library bookmark see document 16250 — How to add the Software Library database link to Lotus Notes for instructions on installing the Software library bookmark.

2. Click the Standard Software Package Installs icon.

3. Click By Package Name.  This view will probably already be showing as it is the default view. <

4. Scroll until you see the entry Adobe Acrobat Reader 4.0, 5.0 and double click on it to open it.

• Note: Adobe Acrobat Reader 5.0 is available, and should resolve the problem, but does not work with E-Reports. Do not chose Adobe Acrobat Reader 5.0 if you need to use E-Reports.

5. Follow the instructions on the page to install the software. Be sure to install the correct software.

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Created by the PeopleSoft Knowledge Management Team.
Copyright © 2001 All rights reserved.
Created: db 02/01/2001
Revised: db 11/14/2001