Media tab not opening PDF files & generally sluggish

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Chris Z
Chris Z ✭
Tenth Anniversary Facilitator 1 Photogenic
in Blackbaud Raiser's Edge NXT®: General Discussion
Recently I've discovered some users are unable to open PDF media documents on records.  I'm not sure if it is because they are using Adobe Acrobat Reader DC.  I'm not personally experiencing a problem, and I'm using Adobe Reader XI.



In the past, when the users had XI, they could open the media record and simply double click in the window below Description, and XI would open and the full PDF would be available.  Now, RE merely hangs up.  We have to force it closed with the Task Manager and restart RE.



Upon further testing, we found it sluggish to attach/upload a PDF.  It wasn't always this way, it worked several months ago.



Has anyone noticed if I simply link to the file location instead of upload the document, if things work better?



Thank you,

Chris
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  • Gwen Williams
    Gwen Williams ✭
    Tenth Anniversary Facilitator 1 Name Dropper Photogenic
    I have experienced the same problem when using that version of Adobe Acrobat Reader.  It is slow with any program I use.  Unfortunately, I did not try linking directly to the location to see if that made a difference so I can't provide any feedback there.  However, I did remove it and go back to Adobe Acrobat Reader XI instead and have not had an issue.  There are a lot of complaints about this version of reader so it is apparent there are some bugs that need to be worked out there.  My guess is that the slowness may be related to the cloud portion of this version.  I did some googling and saw a suggestion to try the following things to improve the speed.  Be sure to do one of these at a time.  If what you tried works, there is no need to complete the rest of the steps.  The entire solution can be viewed at https://answers.acrobatusers.com/adobe-reader-DC-slow-q283887.aspx. 
    Open Reader's preferences and go to the "General" category. Uncheck the two "Show online storage..." options. This will not connect to Adobe's "Document Cloud" when you try to open a document.



    I hope this helps!



     


    • Open Reader's preferences and go to the "General" category. Uncheck the two "Show online storage..." options. This will not connect to Adobe's "Document Cloud" when you try to open a document.
    • Open Reader's preferences and go to the "Documents" category. Set the number of files in the recently used list to 1 (this will remove all your files that you have recently used from that list). If this fixes your problem, then there may be something wrong with one of the files that you've recently used (e.g. a network drive no longer being available).
    • Open Reader's preferences and go to the "Security (Enhanced)" category and set "Protected View" to "Off" and uncheck "Enable Enhanced Security".


  • Chris Z
    Chris Z ✭
    Tenth Anniversary Facilitator 1 Photogenic
    Even after the sluggishness went away, there was still the problem of getting an "unspecified system error."  So we are switching back to Adobe Reader XI for all our users.  Maybe Adobe Acrobat DC isn't compatible with RE.
  • Allie McIlmoyl
    Allie McIlmoyl ✭
    Tenth Anniversary Photogenic First Reply

    Chris Z:

    Even after the sluggishness went away, there was still the problem of getting an "unspecified system error."  So we are switching back to Adobe Reader XI for all our users.  Maybe Adobe Acrobat DC isn't compatible with RE.

    Sadly, Adobe Acrobat DC is still not compatible with RE and they have no timeline to make it compatible. Switching back to XI like you are planning is the only option.

  • Zhong Jie Wu
    Zhong Jie Wu ✭
    Ancient Membership Facilitator 1

    Chris Z:

    Recently I've discovered some users are unable to open PDF media documents on records.  I'm not sure if it is because they are using Adobe Acrobat Reader DC.  I'm not personally experiencing a problem, and I'm using Adobe Reader XI.


    In the past, when the users had XI, they could open the media record and simply double click in the window below Description, and XI would open and the full PDF would be available.  Now, RE merely hangs up.  We have to force it closed with the Task Manager and restart RE.


    Upon further testing, we found it sluggish to attach/upload a PDF.  It wasn't always this way, it worked several months ago.


    Has anyone noticed if I simply link to the file location instead of upload the document, if things work better?


    Thank you,

    Chris

    Adobe Acrobat DC was working fine with RE v7.92; we have this issue after upgrade RE to v7.95, and not all the users have this problem, have tested on a workstation, this issue happen to some user's login (include Supervsior login) but working fine with other; does anyone know why and how to fix it?

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