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On my mac book pro I have recently encountered a problem…

Customer Question
On my mac book...

On my mac book pro I have recently encountered a problem with gmail. I open a pdf that is an attachment to gmail. It will not print. It will not close. I must then reboot macbook in order to open gmail again to view other emails.

Technician's Assistant: How are you connecting to your printer: wirelessly or by USB?

Wireless

Technician's Assistant: When did you last update the printer driver software?

I don't remember when the printer driver software was last updated. But, the problem seems to be either with gmail or the pdf itself. Even if I do not try to print, the pdf will not close. Nor can I open any other email on gmail.

Technician's Assistant: Anything else you want the Mac Expert to know before I connect you?

Not that I can think of now.

Submitted: 1 month ago.Category: Mac
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Answered in 4 minutes by:
3/13/2018
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago
Kamil Anwar
Kamil Anwar, Mac Support Specialist
Category: Mac
Satisfied Customers: 6,632
Experience: 8+ Years of Experience. / CCNA (S), CCNA (W), CCNA (RS), MCTS, MBCs.
Verified

Hello and Welcome to JustAnswer.

My name is ***** ***** i will be the one to assist you. Sorry to hear that you are having this trouble.

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Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Can we do a remote session so i can fix this for you?

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Customer reply replied 1 month ago
I would prefer to be guided.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Are you using Mac mail app?

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Customer reply replied 1 month ago
No. Gmail.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

What error are you getting trying to print?

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Customer reply replied 1 month ago
No error message that I recall.
The primary issue is not being able to return to gmail to open other emails. Secondary issue is that the pdf will not close. I must then reboot computer to be able to open email. If I open another pdf from gmail, the same issue repeats.
Customer reply replied 1 month ago
I have not been able to print any pdf.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Have you tried force quit the pdf file?

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Customer reply replied 1 month ago
How do I force quit a pdf?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago
  1. Click Apple icon on top left
  2. Click Force quit
  3. A window will open
  4. Select the app you want to force quit
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Customer reply replied 1 month ago
I tried the force quit
Customer reply replied 1 month ago
There was no pdf listed, so I tried firefox.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Did it solve the issue?

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Customer reply replied 1 month ago
Then I lost you.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

May i connect with you remotely to troubleshoot the issue directly?

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Customer reply replied 1 month ago
How do I force quit a pdf?I prefer to work through this issue.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago
  1. Click Apple icon on top left
  2. Click Force quit
  3. A window will open
  4. Select the app you want to force quit
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Customer reply replied 1 month ago
That does not work
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Then problem is different, please explain where have you opened your email, when you open pdf file is it opening in Firefox or app?

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Customer reply replied 1 month ago
The email is open in gmail. The pdf is just an attachment.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Where is gmail open? In firefox or safari?

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Customer reply replied 1 month ago
How do I tell where gmail is open?It is on the top bar. Both Chrome and Firefox are open as well.
Customer reply replied 1 month ago
I am using the app: Go for Gmail.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

What error are you getting trying to close the pdf after you open it from gmail?

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Customer reply replied 1 month ago
There is no error displayed.
Customer reply replied 1 month ago
The pdf simply will not close.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Did you try to close it? how have you tried to close it?

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Customer reply replied 1 month ago
In order to close the pdf, I must reboot the macbook pro (2011).
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

Do you see red dot on top left of the pdf file?

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Customer reply replied 1 month ago
I have tried to close the pdf many, many times.
Customer reply replied 1 month ago
I have rebooted so that the pdf does not take over the computer screen.Should I reopen the pdf once again?
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

I can do remote assistance for $20 and fix the issue, let me know if you want to connect remotely.

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Customer reply replied 1 month ago
As I said, I prefer to be guided.
Mac Support Specialist: Kamil Anwar, Mac Support Specialist replied 1 month ago

You are unable to explain the issue correctly, i need to connect remotely to troubleshoot the issue and fix it.

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Customer reply replied 1 month ago
Apparently you are unable to understand the issue.
Customer reply replied 1 month ago
My issue is explained above. If you need further information, please let me know.
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago
Shefin
Shefin, Mac Support Specialist
Category: Mac
Satisfied Customers: 6,241
Experience: Experience with a world famous computer manufacturer
Verified

Hello!

Thank you for your question. I am Shefin and I look forward to helping you with your issue today.

Are you able to open other PDF files and close it? Not from the email.

Do you have Adobe Reader installed?

How do you open the PDF file? using Adobe reader?

Thank you.

Shefin

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Customer reply replied 1 month ago
I am able to open other pdf files and close them.
I believe I have Adobe Reader installed. I will try to locate it.
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

Are you sure that the attachment opens with Adobe reader?

Thank you.

Shefin

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Customer reply replied 1 month ago
No, I am not sure. I believe that I had downloaded Adobe reader some time ago. How would I locate it on the mac?
Customer reply replied 1 month ago
I do not see it in Finder.
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

If you have installed it, it will be on your Applications folder.

When you open other PDF files, does it open with Adobe Reader?

Thank you.

Shefin

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Customer reply replied 1 month ago
I found Adobe Acrobat Reader DC.
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

First, check when you open other PDF files, does it open with Adobe Reader?

Then, check when you open the email attachment, does it uses Adobe reader to open the attachment.

Thank you.

Shefin

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Customer reply replied 1 month ago
How do I tell if it is opening with Adobe Reader?
Customer reply replied 1 month ago
I looked at a pdf. There is nothing which indicates how it is opening.
Customer reply replied 1 month ago
It says preview in the top left corner.
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

If the Adobe reader is not working, it might be opening with the browser itself, like Safari.

If it opens with Adobe Reader, on the top of the window, you will see the name of the pdf file with extension as Adobe Acrobat Reader DC.

Thank you.

Shefin

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Customer reply replied 1 month ago
No. It does not have an extension as Adobe Acrobat Reader DC.
Safari is no open. Firefox is open.
Customer reply replied 1 month ago
Should I reinstall Adobe Acrobat Reader DC?
Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

I would suggest you uninstall Adobe Acrobat completely and reinstall it in order to get the issue resolved.

1. Drag and drop the Acrobat application to Trash.

2. Quit Safari/Firefox

3. From the OS X Finder, hit Command+Shift+G to bring up the Go To Folder window, and enter the following path exactly:

/Library/Internet Plug-ins/

4. Locate the file(s) named “AdobePDFViewer.plugin” and “AdobePDFViewerNPAPI.plugin” – some versions will only have one of these files visible.

5. Delete* those two AdobePDFViewer files from the Internet Plug-ins folder

6. Relaunch Safari/Firefox for changes to take effect, confirm the change has taken place by loading a PDF into Safari/Firefox app.

Then, download and install Acrobat reader (Adobe Acrobat Reader DC (Continuous Track) update - All languages) from the link below. If it asks for any password, enter your Apple/Admin password.

https://supportdownloads.adobe.com/product.jsp?product=10&platform=macintosh

If the issue persists, or you have any questions, please be back and let me know.

If you appreciate my service, please rate it EXCELLENT by clicking the EXCELLENT (5 Stars) and Submit.

Thank you!

Shefin

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Mac Support Specialist: Shefin, Mac Support Specialist replied 1 month ago

Hi,

Are you able to reinstall Adobe reader?

Are you able to open the attachments without any issues?

Thank you.

Shefin

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Ask Shefin Your Own Question
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Shefin
Shefin, Mac Support Specialist
Category: Mac
Satisfied Customers: 6,241
6,241 Satisfied Customers
Experience: Experience with a world famous computer manufacturer

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