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Ask Jason Fenoglio Your Own Question

Jason Fenoglio
Jason Fenoglio, Sr. Systems Engineer
Category: Software
Satisfied Customers: 266
Experience:  Sr. Systems Engineer
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We are getting an error message when trying to open a PDF

Customer Question

We are getting an error message when trying to open a PDF file from one of our Principals.
"The document could not be saved. There was a problem reading this document (21)"
When I click "OK" I get a message
"Out of Memory"
We currently have the latest adobe update 10.1.16. It seems this is only happening with documents from this one company however we are the only company that seems to be having a problem leading me to think the problem is on our end.
Submitted: 3 months ago.
Category: Software
Expert:  Jason Fenoglio replied 3 months ago.

Hello, my name is ***** ***** I will do my best to assist you. Give me a few minutes to look over your question and I will respond shortly.

Expert:  Jason Fenoglio replied 3 months ago.

Is this happening on more than one computer in your environment?

Customer: replied 3 months ago.
it is happening on multiple machines.
Expert:  Jason Fenoglio replied 3 months ago.

This appears to be a common bug on 10.1. Does everyone have Adobe Acrobat Reader or Pro?

Customer: replied 3 months ago.
Are you there???
Expert:  Jason Fenoglio replied 3 months ago.

This appears to be a common bug on 10.1. Does everyone have Adobe Acrobat Reader or Pro?

Customer: replied 3 months ago.
We have Adobe Acrobat X Standard. I did see on line where there was a problem in the past but most of the posting was 2014 and before... not sure why the problem is only with documents from this one company.
Expert:  Jason Fenoglio replied 3 months ago.

Does it work if you right click on the attachment, Save As to the desktop and then try to open it?

Customer: replied 3 months ago.
No - tried that. Also ran a repair on the software.
Expert:  Jason Fenoglio replied 3 months ago.

Are the PDFs from this company secured with a certificate?

Customer: replied 3 months ago.
No... they are just quotes. We can view them... we can even receive PDF docs from other people within the company but we are the only people who seem to be having a problem.
Customer: replied 3 months ago.
I am not seeing additional comments... did I miss something?
Expert:  Jason Fenoglio replied 3 months ago.

I'm sorry the slow response. I'm still researching the issue.

Expert:  Jason Fenoglio replied 3 months ago.

Have you tried to remove the Adobe Acrobat program and run the cleaner utility?

http://labs.adobe.com/downloads/acrobatcleaner.html

Customer: replied 3 months ago.
Are you still researching or have you moved on? I am going to need to leave for the day. Can this be picked up tomorrow?
Expert:  Jason Fenoglio replied 3 months ago.

Did you see my Adobe cleaner post?

Expert:  Jason Fenoglio replied 3 months ago.

We can pick it up again tomorrow if necessary.

Customer: replied 3 months ago.
Sounds good - thank you.
Expert:  Jason Fenoglio replied 3 months ago.

Here are the links for the Adobe updates and the cleaner tool.

ftp://ftp.adobe.com/pub/adobe/acrobat/win/10.x/

http://labs.adobe.com/downloads/acrobatcleaner.html

Customer: replied 3 months ago.
Good morning Jason,I'm hoping you were able to locate the answer to my problem. Will you provide me with an update?
Thanks!
Stacy
Expert:  Jason Fenoglio replied 3 months ago.

Did you try the Adobe cleaner tool on one of the PCs having the issue? I will basically clean up Adobe completely and allow for a fresh reinstall.

http://labs.adobe.com/downloads/acrobatcleaner.html

Customer: replied 3 months ago.
I havn't tried downloading the tool yet. It looks like I have to identify my product version... How will I know if this is part of a standalone? The program is Adobe Acrobat X Standard and under it is Adobe Flash Player 22 Active X... I am not sure if this makes it part of a "Suite"
"Do not proceed if you installed Acrobat or Reader as part of Creative Suite. This tool can only be used with standalone versions of Acrobat and Reader."
Expert:  Jason Fenoglio replied 3 months ago.

Adobe Flash is just an internet player utility. It is not linked with Acrobat. If you loaded the Acrobat Standard with a disc then it wouldn't have come from the Creative Suite. Do you have the installation discs for Acrobat Standard?