FileOpen Plugin For Adobe Reader/Acrobat Troubleshooting FAQ

Be sure to download the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. If the installer says that the system must be restarted then please be sure to reboot your computer. After you have installed the plug-in please try to open the following PDF:

2) When installing the FileOpen Plugin I get the error, "FileOpen Manager Service could not be installed. Verify that you have sufficient privileges to install system services." How do I proceed?

Please try again using the .exe version of the installer at http://plugin.fileopen.com/current/FileOpenInstaller.exe

Be sure to download the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. If the installer says that the system must be restarted then please be sure to reboot your computer. After you have installed the plug-in please try to open installcomplete.pdf.

3) How do I check if the FileOpen Client has been successfully installed?

Within Adobe Reader or Acrobat navigate to Help > About Third-Party Plug-Ins, if you have successfully installed the "FileOpen Client" should appear as outlined in the images below.

If you click on the "FileOpen Client" dialog then the version information should appear.

4) The FileOpen Client does not show up in ‘About Third-Party Plug-Ins’ and/or I can’t open installcomplete.pdf. What went wrong?

In some cases the FileOpen plug-in will not load in Adobe's certified mode. Please navigate to Edit > Preferences > General > and be sure to uncheck the "Use only certified plug-ins" as outlined in the image below.

5) I get the error, "The FileOpen Client has failed to initialize. Please follow the instructions at http://plugin.fileopen.com." immediately followed by the error, "FileOpen client has encountered an error. Please restart Adobe Acrobat/Reader." How should I proceed?

These error messages are displayed when a companion process, FileOpenBroker64.exe, is not running. What we want to do is get the broker process running again.

If you have been able to view protected documents until recently, then the broker process was running and has stopped for some reason. The easiest way to get the broker process running again is to simply reboot. If a reboot does not solve the problem, please request technical support .

C:\Users\YOUR USERNAME\AppData\Roaming\Microsoft\Windows\Start Menu\Programs\Startup

for launching the FileOpenBroker64.exe at login time. After creating the shortcut you can start FileOpenBroker64.exe manually by double-clicking either on the original .exe file or the shortcut. Once you have verified that the FileOpenBroker64.exe is running as a process in your Task Manager, you should be able to open protected documents for which you have permission. If you encounter this error on a server environment (e.g. Citrix or Terminal Server) please review the guidelines for using the plug-in in server environments.

6) How do I install and use the trace plug-in?

To install the trace plug-in, please download the .exe installer . Please be sure to download and save the installer before running it. That is, when you have a choice between Run and Save, choose Save. Make sure to have all web browsers and Adobe products closed when running the installer. When running the installer, please select the Trace Plug-in Installation as shown below.

In some cases the installation process will require a reboot.

After installing the trace plug-in, please reproduce the issue.

This will cause the plug-in to generate the trace file(s). The trace file (or files) can be found in %APPDATA%\Adobe\Acrobat\ \FileOpen\

Please send the trace files that you find to support@fileopen.com.

7) How do I change print settings (ex. double sided printing)?

Adobe Reader/Acrobat has a bug in which it ignores printer settings applied at the job level. These same settings are respected if set as printer defaults. The workaround is to set the printer to print with your configuration choices as printer defaults.

8) Still, experiencing issues after installing the FileOpen Plugin?

This issue may be due to the broker running but missing a component in Adobe Acrobat Reader.

Here are the step-by-step instructions for enabling protected mode:

Open Adobe Acrobat Reader.

5a. Enable Protected Mode at startup.

5b. Run in App Container.

If you have disabled ‘Certified Mode’ and enabled ‘Security Enhanced’, but still, run into issues, please fill out and send us a support request.

9) Can I view FileOpen protected documents in Chrome?

You cannot view FileOpen protected documents in the Chrome browser, but you can change Chrome's settings so that you open PDF documents in Adobe Acrobat / Reader.

You can set this up by following the instructions below:

Open Google Chrome.

A 'Content Settings' box will appear.

Scroll to the bottom of the 'Content Settings' box and select 'Open PDF files in the default PDF viewer application' option.

** Note : This will open documents in your default PDF viewer application. So you will need Adobe Acrobat / Reader, Bluebeam or Foxit set as your default PDF viewer in order for this setup to work properly with FileOpen protected documents.

10) Can I view FileOpen protected documents in FireFox?

Yes, to display the encrypted files Firefox must be configured so that Firefox uses Adobe's PDF viewer plug-in to display PDF files. You can do so by following the instructions below:

Open up your Firefox menu by clicking on the menu button in the upper left corner of the browser. Then click on options.

Then select the 'Applications' tab on the left hand side.

Change the 'Portable Document Format (PDF)' Action to 'Use Adobe Acrobat/Reader..'.

Click OK to finish configuring Firefox. You can test your configuration by opening the installcomplete.pdf