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Thursday, August 20, 2009

ADP iPayStatements Not Viewable; Get Red X for PDF

ADP_Bad

ADP iPayStatments may not be viewable in Internet Explorer and you receive a red X instead of your statement in PDF form. In the above example, I am using XP sp3, Internet Explorer 8, and Acrobat 9. I have also come across this issue with Adobe Reader 9 regardless of patch version.

First, verify you have these two proper settings:

  1. In Adobe Acrobat/Reader, navigate to Edit->Preferences->Internet and verify that “Display PDF in browser” is checked.
  2. In Internet Explorer, navigate to Tools->Internet Options->Advanced tab and verify that “Do not save encrypted pages to disk” is not checked.

If you have the above settings and still have the problem the continue reading.

The root of the issue is that a previous versions of Adobe Reader/Acrobat did not fully remove all registry entries when it was uninstalled. Sites like ADP are calling some function of Adobe Reader/Acrobat but the registry entry is pointing to a previous version of Adobe Reader/Acrobat and therefore you get the red X.

ADP support was not much help. Their response was that XP sp3 and Adobe Reader/Acrobat 9 was not supported even though XP sp3 has been available since May 2008. Adobe Reader/Acrobat 9 has been available since July 2008. ADP support solution was downgrade Adobe Reader/Acrobat 9 to 8. This was not an acceptable solution for several reasons. Adobe Reader/Acrobat 9 is the current offering and has the most current security and Adobe recommends 9 over 8. Also, the client that I’m helping has a license for 9, not 8.

The fix is to delete the following folder in the registry:

[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\8.0]

for others they may have [HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\6.0] or[HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\7.0]

You can copy the following into a txt file and give change the extension from .txt to .reg. Double click the .bat file and it will automatically delete the folder for you.

Windows Registry Editor Version 5.00

[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\8.0]

Here is an alternative fix that takes a little longer and may require restarts. You also have to have admin rights on the computer.

  1. Uninstall Adobe Reader/Acrobat 9
  2. Install Adobe Reader/Acrobat 8 without and patching.
  3. Uninstall Adobe Reader/Acrobat 8 and and install Adobe Reader/Acrobat and then patch. Adobe Reader for Windows updates. Adobe Acrobat for Windows updates.

Here is the big .reg file I used to remove all previous versions of Adobe Acrobat and Adobe Reader prior to version 9:

Windows Registry Editor Version 5.00

# Adobe 6 Removal
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Distiller\6.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Elements\6.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\6.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\6.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Reader\6.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Synchronizer\6.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Distiller\6.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Elements\6.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Reader\6.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Adobe Acrobat\6.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Reader\6.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Acrobat\6.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\6.0]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Acrobat Reader\6.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Acrobat Reader\6.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Adobe Acrobat\6.0]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Adobe Acrobat\6.0]
[-HKEY_USERS\S-1-5-21-1547161642-2077806209-682003330-1219\Software\Adobe\Adobe Acrobat\6.0]

# Adobe 7 Removal
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Distiller\7.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Elements\7.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\7.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\7.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Reader\7.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Synchronizer\7.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Distiller\7.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Elements\7.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Reader\7.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Adobe Acrobat\7.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Reader\7.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Acrobat\7.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe Systems\Common Install\Shared Service\B2E57000]
[-HKEY_CLASSES_ROOT\Installer\Features\68AB67CA3301B7447A50000000000020]
[-HKEY_CLASSES_ROOT\Installer\Products\68AB67CA3301B7447A50000000000020]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\7.0]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Acrobat Reader\7.0]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Adobe Acrobat\7.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Acrobat Reader\7.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Adobe Acrobat\7.0]
[-HKEY_USERS\S-1-5-21-1547161642-2077806209-682003330-1219\Software\Adobe\Adobe Acrobat\7.0]

# Adobe 8 Removal
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Distiller\8.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Elements\8.0]
[-HKEY_CURRENT_USER\Software\Adobe\Acrobat Reader\8.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Acrobat\8.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Reader\8.0]
[-HKEY_CURRENT_USER\Software\Adobe\Adobe Synchronizer\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Distiller\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Elements\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Acrobat Reader\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Adobe Acrobat\8.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Reader\8.0]
[-HKEY_LOCAL_MACHINE\Software\Adobe\Repair\Adobe Acrobat\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\8.0]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Installer\UserData\S-1-5-18\Products\68AB67CA7DA73301B7448A0000000020]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{AC76BA86-7AD7-1033-7B44-A80000000002}]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Products\68AB67CA7DA73301B7448A0000000020]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Installer\Features\68AB67CA7DA73301B7448A0000000020]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Low Rights\ElevationPolicy\{358E6F10-DE8A-4602-8424-179CA217F8EE}]
[-HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Internet Explorer\Low Rights\ElevationPolicy\{9C6A861C-B233-4994-AFB1-C158EE4FC578}]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Adobe Acrobat\8.0]
[-HKEY_USERS\S-1-5-18\Software\Adobe\Acrobat Reader\8.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Acrobat Reader\8.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Adobe Acrobat\8.0]
[HKEY_USERS\.DEFAULT\Software\Microsoft\Windows\ShellNoRoam\MUICache]
"C:\\WINDOWS\\TEMP\\Adobe Reader 8\\setup.exe"=-
[HKEY_USERS\S-1-5-18\Software\Microsoft\Windows\ShellNoRoam\MUICache]
"C:\\WINDOWS\\TEMP\\Adobe Reader 8\\setup.exe"=-
[-HKEY_USERS\S-1-5-21-1547161642-2077806209-682003330-1219\Software\Adobe\Adobe Acrobat\8.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Backup\Preferences\brr1\Software\Adobe\Acrobat Reader\8.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Backup\Preferences\brr2\Software\Adobe\Acrobat Reader\8.0]
[-HKEY_USERS\.DEFAULT\Software\Adobe\Backup\Preferences\brr3\Software\Adobe\Acrobat Reader\8.0]

The fix to the issue was discovered using Active Registry Monitor and these:

UPDATE 8/21/2009

I just read this Adobe KB article. Even though I got mine working from doing the above, you can try these additional steps:

In the registry delete the HKEY_CLASSES_ROOT\AcroExch.Document and HKEY_CLASSES_ROOT\AcroExch.Document.7.

When I launched Acrobat it launched the installer and repaired the registry keys and prompted to restart the computer. If you still have problems perform a repair by going to Add Remove Programs and highlighting Adobe Acrobat/Reader and clicking Change/Repair.

2 comments:

Goose said...

Thanks! I couldn't find any help on this anywhere else.

Jim Tegelaar said...

Just wanted to say THANKS! Totally fixed a problem one of my users was having.