Windows Troubleshooting

Please run this uninstall tool:

 

http://plugin.fileopen.com/tools/FileOpenUninstallTool.exe

 

Then try again using this installer: http://plugin.fileopen.com/current/FileOpenInstaller.exe

 

Be sure to download the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. If the installer says that the system must be restarted then please be sure to reboot your computer. After you have installed the plug-in please try to open the following PDF:

 

installcomplete.pdf.

Please try again using the .exe version of the installer at http://plugin.fileopen.com/current/FileOpenInstaller.exe

 

Be sure to download the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. If the installer says that the system must be restarted then please be sure to reboot your computer. After you have installed the plug-in please try to open installcomplete.pdf

Within Adobe Reader or Acrobat navigate to Help > About Third-Party Plug-Ins, if you have successfully installed the "FileOpen Client" should appear as outlined in the images below.

 




If you click on the "FileOpen Client" dialog then the version information should appear.

 

In some cases the FileOpen plug-in will not load in Adobe's certified mode. Please navigate to Edit > Preferences > General > and be sure to uncheck the "Use only certified plug-ins" as outlined in the image below.

 


These error messages are displayed when a companion process, FileOpenBroker64.exe, is not running. What we want to do is get the broker process running again.

  • If you have been able to view protected documents until recently, then the broker process was running and has stopped for some reason. The easiest way to get the broker process running again is to simply reboot. If a reboot does not solve the problem, please request technical support.

  • If you just installed the FileOpen client plug-in and this is your first time trying to open a protected file, then you need to get the FileOpenBroker64.exe running. You will also want the want the FileOpenBroker64.exe to start every time you login to the machine. To do this you can create a shortcut to to C:\ProgramFiles\FileOpen\Services\FileOpenBroker64.exe in C:\Users\<USERNAME>\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup to launch FileOpenBroker64.exe at login time. After creating the shortcut you can start FileOpenBroker64.exe manually by double-clicking either on the original exe file or the shortcut. Once you have verified that the FileOpenBroker64.exe is running as a process in your Task Manager, you should be able to open protected documents for which you have permission. If you encounter this error on a server environment (e.g. Citrix or Terminal Server) please review the guidelines for using the plug-in in server environments.

To install the trace plug-in, please download the .exe installer . Please be sure to download and save the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. When running the installer, please select the Trace Plug-in Installation as shown below.


 

In some cases the installation process will require a reboot.

 

After installing the trace plug-in, please try opening a file that triggers your problem. This will cause the plug-in to generate the trace file(s). The trace file (or files) can be found in %APPDATA%\Adobe\Acrobat\ <VERSION> \FileOpen\

 

Please send the trace files that you find to support@fileopen.com.

 


Adobe Reader/Acrobat has a bug in which it ignores printer settings applied at the job level. These same settings are respected if set as printer defaults. The workaround is to set the printer to print with your configuration choices as printer defaults.

First, the publisher of the protected document must have granted offline access. If you know that you have offline permissions and are unable to open the protected document then you should turn off Adobe Reader’s Protected Mode. Turning this off varies depending on which Adobe product you are using:

  • [Adobe Reader X] Edit>Preferences>General>Enable Protected Mode at startup
  • [Adobe Reader XI] Edit>Preferences>Security (Enhanced)>Enable Protected Mode at startup
  • [Adobe Acrobat] Edit>Preferences>Security (Enhanced) > Protected View

 

Make sure the checkbox is left unchecked and then restart the Adobe program.

Yes, to view encrypted PDF files using the Adobe PDF web plugin for Chrome, go to chrome://plugins:

 

 

You need to disable the Chrome PDF viewer as shown above while leaving the Adobe Reader plugin enabled. After that you should be able to open installcomplete.pdf in Chrome.

 

 

Please note that Chrome can be configured this way on Windows, but not the Mac.

Yes, to display the encrypted files Firefox must be configured so that Firefox uses Adobe's PDF viewer plug-in to display PDF files. First, verify that this you are using the latest Firefox available by navigating to Firefox>Help>About Firefox.

 

 

Firefox 20 was the latest when this screenshot was taken. But it still correctly shows where to find the version number. If you see "Firefox is up to date" then you have the latest.

 

 

Next, navigate to Firefox>Add-ons>Plugins to verify that the Adobe Acrobat plug-in exists, is up-to-date and enabled.

 

 

 

You may have to restart Firefox several times to get the Enabled setting for Adobe Acrobat to "stick". Keep trying. It will stick eventually.

 

Finally Firefox must be configured to use the Adobe plugin when displaying. Go to Firefox>Options>Options>Applications

 

 

Search for "pdf" (without quotes) in the search box. Select the action Use Adobe Acrobat (in Firefox).

 

 

Click OK to finish configuring Firefox. You can test your configuration by opening the installcomplete.pdf

 

Mac Troubleshooting

First, you need to have Adobe Reader installed. If you do not have it, visit http://get.adobe.com/reader/ to get the latest version.

 

Next, the FileOpen plug-in needs to be installed. Before installing the plug-in you need to quit out of Adobe Reader as outlined in the image below.

 

 

Download the FileOpen installer for Mac OS 10.6+ from http://plugin.fileopen.com/current/FileOpenInstaller.dmg.

 

Open FileOpenInstaller.dmg and run the installer inside, FileOpenInstaller-B926.pkg. If you this error message, "FileOpenInstaller-B926.pkg" can't be opened because it is from an unidentified developer, then secondary-click on the .pkg to get the context menu and click Open.

 

 

Verify the FileOpen Client is listed as a Third-Party Plug-in within Adobe Reader as outlined in the image below.

 

 

Verify that you can open the install complete.pdf test file with Adobe Reader, not Apple's Preview.

 

If you are using Mac OSx 10.8+ protected documents can no longer be viewed in Safari. The best practice is to open the protected document using the "Open with a Different Viewer" button in Firefox (image below).

 

 

And then select Adobe Reader from the resulting Dialog box

 

 

Alternatively, you may download your files to your local disk first and then opening them using the standalone Adobe Reader/Acrobat.

If you are using Mac OSx 10.6, please update your system to the latest 10.6 version. If you are using Mac OSx 10.5 please install the FileOpen Plug-in version 0876. You may need to open the dmg and run the FileOpenInstaller.mpkg file that you will find inside.

 

Please understand that Apple is no longer supporting OSX 10.5, which makes it difficult for us to support it too. This is why the current installer is no longer compatible with OSX 10.5. 

Verify the FileOpen Client is listed as a Third-Party Plug-in within Adobe Reader as outlined in the image below.

 

Please check to see if somehow Adobe's certified mode has been enabled. This will prevent the FileOpen plug-in from loading and cause this problem. The checkbox at Adobe Reader > Preferences > General > Use only certified plug-ins MUST be unchecked for proper plug-in operation:

 

To collect a debug trace file, please download and install the plug-in using the installer at http://plugin.fileopen.com/current/FileOpenTraceInstaller.dmg 

 


After you have the installed the trace plug-in, please attempt to open the file that presents the problem. This will generate the debug trace file as fowptrace.<number>.txt found in  ~/Library/FileOpen/. In the Finder menu, Go>Go to Folder … 

 

 

 

 

Please send the trace file to support@fileopen.com.