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Resolved Can't open .pdf

Discussion in 'Internet Explorer & Microsoft Edge' started by SVEN, 2015/05/29.

  1. 2015/05/29
    SVEN

    SVEN Well-Known Member Thread Starter

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    hi all
    I have a new problem.
    don't know when it started.
    I wanted to open a .pdf file and IE11 would not do it, so I tried to download it and it tells me it could not be done.
    it froze IE and needed to be reopened.
    Mozilla Firefox had no problem and opened and downloaded it.

    any idea on what is going on?

    thanks
    Sven
     
    SVEN,
    #1
  2. 2015/05/29
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Hi Sven. What program are you using to open the PDF file? Is IE11 able to open other PDF files using your installed PDF Reader or do all PDF links fail to open in IE11?
     
    Evan Omo,
    #2


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  4. 2015/05/29
    SVEN

    SVEN Well-Known Member Thread Starter

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    Hi Evan,
    I use Adobe reader to open pdf files and it works fine after I have it on my system. IE11 will not open any pdf files and I get a popup telling me IE has stopped working and needs to be restarted.
    just now I was offered an update to flash player and it tells me that the file can not be downloaded and it froze like with the pdf file.
    I also tried to use the IE 11 without add-ons and the result is the same.

    Sven
     
    SVEN,
    #3
  5. 2015/05/29
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    What version of Adobe Reader do you have installed?

    In IE11 if you click Tools< Manage add-ons, is the Adobe PDF Reader add-on enabled?

    Download and install Adobe Flash Player from here and see if it installs, Adobe Flash Player.
     
    Evan Omo,
    #4
  6. 2015/05/29
    SVEN

    SVEN Well-Known Member Thread Starter

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    Adobe pdf reader is enabled and the link you gave me froze IE as soon as I clicked on download.

    Any thing else I can try?

    Sven
     
    SVEN,
    #5
  7. 2015/05/29
    SVEN

    SVEN Well-Known Member Thread Starter

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    I used firefox to download and then clicked on the installer. installed fine.

    sven
     
    SVEN,
    #6
  8. 2015/05/29
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Ok but what version of Adobe Reader do you have installed?
     
    Evan Omo,
    #7
  9. 2015/05/30
    SVEN

    SVEN Well-Known Member Thread Starter

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    According to programs and features it is
    Adobe reader XI (11.0.11) MUI

    Sven
     
    SVEN,
    #8
  10. 2015/05/30
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    In IE11, click Tools< Manage add-ons. In the bottom left click on Show All add-ons. Then disable all add-ons except for Adobe PDF Reader, Adobe Flash Player and the Microsoft add-ons.

    Restart Internet Explorer for the changes to take effect and see if the same behavior occurs.
     
    Evan Omo,
    #9
  11. 2015/05/30
    SVEN

    SVEN Well-Known Member Thread Starter

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    Hi Evan
    thanks for sticking with me.

    I disabled all except MS add ons.

    see pic

    the result is the same. Capture.jpg
     
    SVEN,
    #10
  12. 2015/05/30
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Try resetting Internet Explorer, How to reset Internet Explorer settings.

    Please download Autoruns. After you download the zipped folder on your desktop, right click the zipped folder and click Extract All. After the folder has been extracted open the regular folder. Run the autoruns.exe program by right clicking on it and selecting Run as administrator. When you open the program click the Logon Tab and then post a screenshot of all the startup entries in your next reply.
     
    Evan Omo,
    #11
  13. 2015/05/31
    SVEN

    SVEN Well-Known Member Thread Starter

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    I did a reset on IE, but no changes. I could not download the file either, I had to use fire fox.
    here is the screen shot

    Capture.jpg
     
    SVEN,
    #12
  14. 2015/05/31
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    In Autoruns remove the following items:

    All the items highlighted in yellow
    Logitech SetPoint Manager
    Logitech Download Assistant
    Realtek HD Control Panel
    usbmonitor
    Adobe ARM
    HP Software Update
    StartCCC
    Microsoft Office
    Windows Mail (both entries)

    Then see this link for a possible fix, Fix: PDF Files will not open in Internet Explorer 10 / 11.
     
    Evan Omo,
    #13
  15. 2015/05/31
    SVEN

    SVEN Well-Known Member Thread Starter

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    Hi Evan
    I removed the items you told me and I placed the Dword in to the registry. do I have to do 32 and 64 bit versions? I only did the 32 bit version.
    I rebooted, but the problem is still there. I can not download or open PDF files.

    Sven

    Capture2.jpg
     
    SVEN,
    #14
  16. 2015/05/31
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Reinstall Internet Explorer 11 using the instructions from here, How to repair or reinstall Internet Explorer in Windows. Then when IE11 has been reinstalled, click Start< Control Panel< Uninstall a program and remove Adobe Reader from the computer.

    Restart the machine and then reinstall Adobe Reader using the download link from here, Adobe Reader 11.0.10.

    See if the same behavior occurs after rebooting the machine again.
     
    Evan Omo,
    #15
  17. 2015/05/31
    SVEN

    SVEN Well-Known Member Thread Starter

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    Well,
    I uninstalled IE 11 and rebooted. I also uninstalled Adobe reader and rebooted.
    then I went to the page you gave me to download IE 11, and the download starts and at the end it tells me "running security check" and then tells me download could not be done. I clicked on retry several times, no luck. same with adobe. I can not download anything in IE 10 either.

    what's next?
    sven
     
    SVEN,
    #16
  18. 2015/05/31
    SVEN

    SVEN Well-Known Member Thread Starter

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    After the above post, I opened FF and downloaded Adobe reader into my download folder.
    then I go there to install Adobe, and low and behold, there is the file to upgrade to IE11.
    I click on it and it installs just fine.
    however, the old problem of not being able to download anything from anywhere, I tried major geeks, no go, still exist.

    where do we look next?
    Sven
     
    SVEN,
    #17
  19. 2015/05/31
    Evan Omo

    Evan Omo Computer Support Technician Staff

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    Lets make sure the computer isn't infected with any malware before troubleshooting this issue further.

    Please read this and post the requested logs in the Malware and Virus Removal Forum.

    Once the computer is declared clean, post back in this thread with an update on the issue.
     
    Evan Omo,
    #18

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