Issues With PDF Files — Opening or Printing

Cannot Open a PDF File

If you are unable to open a PDF file in a browser you may get this error message or it will open to a blank gray screen:

"There is a problem with Adobe Acrobat or Reader. If it is running, please exit and try again."

If you get this error message this is what you can try:

  1. Open Adobe Reader or Acrobat
  2. Click on Edit
  3. Click on Preferences
  4. Click on Security (Enhanced)
  5. Uncheck Protected Mode at Startup - A box will pop up that says You Have Chosen To Turn Off Reader's Protected Mode. Are You Sure You Want To Continue? Click Yes.
  6. Uncheck Enable Enhanced Security
  7. Click Ok

Cannot Print a PDF File

If you encounter issues printing a PDF file, try these steps. If they do not work, contact the Technology Service Desk.

1.) Launch the PDF document then select 'File' and 'Print'

2.) Verify that 'Choose paper source by PDF page size' is unchecked


3.) On the print screen dialogue box, click 'Advanced'

This image shows the print dialogue box with the Advanced button.

4.) Click the 'Print as Image' box and then click 'OK'

The advanced print setup box that shows the location of the Print As Image checkbox.

If it still does not print:

Open up the PDF file

Select File - Print - Select Properties - Look under the Output Size: If "Match Page Size" is selected, click on the drop-down arrow and select "letter" and have the user try to print the PDF again.

Sometimes the PDF's are not in the proper format or may be smaller than 8.5 X 11. You can also look in the Scale size in the preview to determine what size the PDF is.  Actually, this could be true for any type of document if error given to "Load Paper" or "Paper Needed".

Some users are having issues printing PDF's from the new computers that are being distributed this summer.
Please have the user try the following:
Search for Default App Settings - Look under Web Browser - If Microsoft Edge is listed you should change that to another browser. Once you select the preferred browser, you should be prompted with a checkbox that will ask you if you want to always use this browser to print PDF's. You should check that box and then try to print the PDF again.


Article ID: 78131
Fri 5/10/19 3:37 PM
Tue 10/19/21 9:32 AM
Internal or External