Help: Technical Support
PDF Viewing Support
Below are some common questions and problems associated with downloading and viewing PDF files. Click on the question to read the solutions for each case. Source: Adobe Systems, Incorporated.
How can I setup Internet Explorer and/or AOL for Windows to display PDF files correctly?
When I click to view one of your PDF files I get a blank page. What's wrong?
Download Adobe Acrobat Reader.
How can I setup Internet Explorer and/or AOL for Windows to display PDF files correctly?
Adobe Acrobat 3.0x and higher include ActiveX plug-in files for Windows 95, Windows 98, and Windows NT 4.0 that enable Internet Explorer and America Online (AOL) Web browsers to display PDF files in the browser window using an Acrobat viewer. Internet Explorer and the AOL browser will display PDF files in the browser window automatically when the Acrobat plug-in files are installed.
Installing the Acrobat Plug-in Files
The Acrobat 3.0x installer automatically installs the plug-in files (Pdf.ocx, Pdf41.ocx, or Pdf42.ocx, and Pdf.tlb) to the Reader\ActiveX or Acrobat3\ActiveX folder when you install Acrobat Reader 3.0x or Acrobat Exchange 3.0x. If you select a PDF file in your browser, the file will download to the browser's Temp folder, and then Internet Explorer or AOL will use your Acrobat viewer to display the file within the browser window.
The Acrobat 4.0 installer automatically installs the plug-in files Pdf.ocx and Pdf.tlb to the Program Files\Adobe\Acrobat 4.0\Acrobat\ActiveX\ folder when you install Acrobat 4.0. The Acrobat Reader 4.0 installer automatically installs the plug-in files Pdf.ocx and Pdf.tlb in the Program Files\Adobe\Acrobat 4.0\Reader\ActiveX\ folder when you install Acrobat Reader 4.0.
DISCLAIMER: Adobe Systems, Incorporated does not support AOL's software or files sent or received using AOL. If the following suggestions do not enable you to view PDF files the way you prefer, refer to your AOL software documentation or contact AOL.
If you select a PDF file and Internet Explorer or AOL prompts you to save the file to disk or open it outside the browser window, or does not respond, do one or more of the following:
- If you're using an Acrobat 3.0x viewer, make sure that a Pdf*.ocx file and a Pdf.tlb file are in the Acrobat3\ActiveX or Reader\ActiveX folder.
- If you're using an Acrobat 4.0 viewer, make sure that the Pdf.ocx and Pdf.tlb files are in the Program Files\Adobe\Acrobat 4.0\Acrobat\ActiveX\ or Program Files\Adobe\Acrobat 4.0\Reader\ActiveX\ folder.
- Reinstall your Acrobat viewer to make sure that the correct plug-in information is added to the Windows registry.
- Restart Windows to make sure that Internet Explorer or AOL is accessing the most current Windows registry information.
Some customers have experienced difficulties accessing PDF files from our Web site. The plugin nppdf32.dll, when added to your browser, can correct problems for users who received a common error message beginning with "Error Locating Object Handler"
Please execute the following steps:
1. Go to: http://www.lib.nus.edu.sg/help/digital/objhandler.html
2. Save the file (nppdf32.dll) into a designated folder (use right mouse button
-- click the "Save Target As" or "Save Link As" command on the subsequent
pop-up menu
3a. Internet Explorer users should specify C:\Program Files\Internet Explorer\Plugins
3b. Netscape Navigator users please go to C:\Program Files\Netscape\Communicator\Program\Plugins).
When successfully completed, the Adobe Acrobat Reader program should be immediately activated when an appropriate date is selected from the "Download Data" section of the Web site (either "PDF PPs" or "PDF Charts").
How do I download a PDF file to my Hard Drive?
Downloading a PDF File to Your Hard Drive
You can download PDF files to your hard drive either from a Web page's link or using an Acrobat viewer's Save As command
(Internet Explorer 3.x or earlier only).
After you download a PDF file to your hard drive, you can copy text, distribute the file, or save the file to a disk.
To download a PDF file from a link:
1. Right-click the link to a PDF file, then choose Save Link As (Internet Explorer 3.x) or Save Target As (Internet Explorer 4.x or AOL) from the pop-up menu.
2. In the Save As dialog box, select a location on your hard drive, then click Save.
To download an open PDF file (Internet Explorer 3.x or earlier only):
1. Choose File > Save As.
2. In the Save As dialog box, select a location on your hard drive, then click Save.
When I click to view one of your PDF files I get a blank page. What's wrong?
Here are six solutions you can try:
Solution 1
In Netscape:
1. Click "Reload" on the browser's toolbar.
In Internet Explorer:
1. Click "Refresh" on the browser's toolbar.
Solution 2
Make sure the Acrobat viewer can read the PDF file by downloading it to your hard disk and then viewing it in the Web browser:
In Netscape Navigator 3.x or later:
1. Right-click (Windows) or hold down the mouse button (Mac OS) on the link to the PDF file, then choose Save Link As from the pop-up menu.
2. In the Save As dialog box, specify a name and location for the PDF file, then click Save.
3. Choose one of the following options to open the PDF file:
- In Navigator 3.x for Windows or Mac OS, choose File > Open File.
- In Navigator 4.x for Windows, choose File > Open Page, then click Choose File.
- In Navigator 4.x for Mac OS, choose File > Open > Page in Navigator.
4. If you're using Navigator for Windows, choose either All Files or Acrobat files from the Files Of Type pop-up menu.
5. Select the PDF file you saved in step 2, then click Open. The Acrobat viewer should open the PDF file inside the browser window.
In Internet Explorer 3.0 or later:
1. Right-click (Windows) or hold down the mouse button (Mac OS) on the link to the PDF file, then choose Save Target As from the pop-up menu.
2. In the Save As dialog box, specify a name and location for the PDF file, then click Save.
3. Choose File > Open, then click Browse.
4. Choose All Files from the Files Of Type pop-up menu.
5. Select the PDF file you saved in step 2, then click Open. The Acrobat viewer should open the PDF file inside the browser window.
NOTE: If the viewer displays only a blank screen or returns an error after you've downloaded a PDF file to your hard drive, the viewer or the PDF file may be damaged. Exit the Web browser, then start the viewer and try to open an Acrobat Online Guide from the viewer's Help menu. If the viewer can't display an online guide, the viewer itself may be damaged and you should contact Acrobat Technical Support. If the viewer can display the online guide correctly, try opening the PDF file you downloaded. If the viewer can display the downloaded PDF file, then the PDF file isn't damaged and your Web browser isn't working with the Acrobat plug-in. If the viewer still displays only a blank screen or returns an error, the PDF file is probably damaged.
Solution 3
Make sure the browser is configured to work with the Acrobat plug-in by doing one or more of the following:
-- Make sure your browser is configured to use the Acrobat plug-in
- For instructions on configuring Navigator for Mac OS, see document.
- For instructions on configuring Navigator for Windows, see document document.
- For instructions on configuring Internet Explorer for Mac OS, see document document.
- For instructions on configuring Internet Explorer for Windows, see document document.
-- If you're using a browser in Windows NT 3.51, specify the temp folder as a folder on the startup drive (i.e., the hard drive from which Windows NT loads):
1. Open the System Control Panel.
2. In the User Environment Variables section, select the current temp folder (e.g., "temp=c:\temp"), then click Delete.
3. In the Variable text box, type "temp."
4. In the Value text box, type the path to a folder on a drive with plenty of free space (e.g., 100 MB or more).
5. Click Set, then click OK.
6. Log out of Windows NT, then log back in.
-- If you're using Internet Explorer 3.0, make sure the ratings security setting is disabled:
In Internet Explorer for Windows:
1. Choose View > Options, then click the Security tab.
2. In the Options dialog box, do one of the following:
- If the Enable Ratings button is available, click Cancel. The Enable Ratings button is only available when ratings are disabled.
- If the Disable Ratings button is available, click it, enter your supervisor password when prompted, then click OK.
In Internet Explorer for Mac OS:
1. Choose Edit > Preferences.
2. Click Ratings, then click Options.
3. Select the option labeled "User Can See Sites That Have No Rating," then click OK.
Contact Microsoft for more information on which security settings affect Internet Explorer's ability to download files.
-- If you're using Internet Explorer 3.0, clear its cache. The cache may contain an old or damaged copy of the PDF file you're trying to view. To clear the cache:
In Internet Explorer for Windows:
1. Choose View > Options, then click the Advanced tab.
2. Click Settings, click Empty Folder.
3. When the message, "Delete all files in the Temporary Internet Files folder?" appears, click Yes.
4. Click OK to close the Settings dialog box, then click OK to close the Options dialog box.
5. Choose View > Refresh to redraw Internet Explorer's window.
In Internet Explorer for Mac OS:
1. Choose Edit > Options, then click Advanced.
2. Click Empty, then click OK.
3. Choose View > Refresh to redraw Internet Explorer's window.
-- Make sure you're looking at the browser window and not the Acrobat viewer window. The viewer runs in the background when you're viewing a PDF file in a browser window, and the viewer's window may not display the PDF file. If the browser window is inactive, activate it to view the PDF file.
Solution 4
Try viewing a PDF file from a different Web server. To determine if there's problem with the server to which you're connecting, try to open a PDF file from Adobe's Web site at http://www.adobe.com. Adobe's Web server is configured to let your browser connect to PDF files correctly. If the Acrobat viewer can display PDF files from Adobe's Web site, but not from another site, the other site's server may not be configured correctly (e.g., it uses server software that doesn't support byteserving). Contact that server's Webmaster for assistance.
Solution 5
If you're using Acrobat Exchange 3.0x or Acrobat 4.0, optimize the PDF file:
1. Open the file in Acrobat Exchange or Acrobat 4.0.
2. Choose File > Save As.
3. Select Optimize, then click OK.
4. Click Yes when Exchange asks if you want to replace the existing file.
Solution 6
If you're using Internet Explorer 4.x and an Acrobat 3.0x viewer, install the updated Adobe Acrobat Control for ActiveX. You can download the control from:
- http://www.adobe.com/supportservice/custsupport/LIBRARY/4c3a.htm
- ftp://ftp.adobe.com/pub/adobe/acrobatexchange/win/3.x/updaters/ocxinst.exe
- ftp://ftp-pac.adobe.com/pub/adobe/acrobatexchange/win/3.x/updaters/ocxinst.exe
- ftp://ftp.adobe.com/pub/adobe/acrobatreader/win/3.x/updaters/ocxinst.exe
- ftp://ftp-pac.adobe.com/pub/adobe/acrobatreader/win/3.x/updaters>/ocxinst.exe
- http://www.adobe.com/supportservice/custsupport/download.html
To install the control:
1. Exit from all applications.
2. Double-click the Ocxinst.exe file.
3. Follow the on-screen instructions.