Follow

I am having problems unlocking a secured document. What should I do?

Please go through the following check-list with your reader:

  • Are they typing in their credentials incorrectly with no additional space?
  • Are they hitting the ‘Enter’ key rather than clicking the ‘Submit’ button?
  • Are they connected to the Internet?
  • Are they using Adobe Reader or Adobe Acrobat to unlock the document? Secured PDF is compatible with
    • Adobe Reader/Acrobat 6.0.1 or higher
  • Do they have Acrobat JavaScript enabled in Adobe Reader? This setting is enabled by default.  To enable Adobe JavaScript:
    • Open Adobe Reader
    • Select "Preferences" from the "Edit" menu item
    • Choose the "JavaScript" item in the preferences popup
    • Check the "Enable Acrobat JavaScript" option
  • Do they have Global Object Security disabled in Adobe Reader? This setting is enabled by default.  To disable Global Object Security Policy:
    • Open Adobe Reader
    • Select "Preferences" from the "Edit" menu item
    • Choose the “JavaScript” item in the preferences popup
    • Uncheck the "Enable global object security policy" option
  • Do they have a screenshot they can share with you? 
  • Do they have a firewall program on their computer such as Windows Firewall, ZoneAlarm, Norton or McAfee Personal Firewall? If so, they need to allow their Adobe Reader to communicate with the Internet in order for the document to unlock. If you suspect that there is a firewall:
    • Ask them to contact their IT person or firewall vendor for instructions. Ask them if they will allow access
    • Try another computer / device – perhaps their home computer
    • Try the web viewer on any of the supported browsers (Google Chrome; Internet Explorer; Firefox)

If you and your reader have tried all of these steps above but are still not able to unlock the secured document, then they should try unlocking the document from a different computer to confirm that the problem is not related to their computer.  They can also try unlocking the document from a different internet connection to confirm that the problem is not related to their network setup.  Finally, you can try helping them with the remote unlock functionality.

0 Comments

Please sign in to leave a comment.
Powered by Zendesk