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Default E-mail Client (Outlook) will not open new message from Adobe reader (it used to)

PDF fillable forms opened in a web browser (or downloaded and opened in Adobe Reader) are submitted via e-mail.

For months, everything worked great. When a user wanted to submit the pdf (with saved data) as an attachment in e-mail, they could either hit the submit button and it got attached to a new message with the intended recipient auto-filled, or they could choose Tools, Send Files, Attach to Email and the new message popped up, regardless of whether Outlook was open.

This problem exists on XP machines running Outlook 2003 and either Reader 9 or X. It's sporadic. After uninstalling Outlook, reinstalling, and rebooting, it works for a day sometimes and then the problem is back. Sometimes, rebooting their machine works!

I get success when doing regsvr32 inetcomm.dll but no change.
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GabrielHenton
Asked:
GabrielHenton
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3 Solutions
 
Paul SCommented:
Did you check these registry keys:

HKEY_CLASSES_ROOT\mailto

or

HKEY_LOCAL_MACHINE\SOFTWARE\Classes\PROTOCOLS\Handler\mailto
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GabrielHentonAuthor Commented:
Please give the exact details on how to change/create these registry keys. The HKEY_CLASSES_ROOT key does not exist. The HKEY_LOCAL_MACHINE\SOFTWARE\Classes\PROTOCOLS\Handler\mailto key is there but I can't make sense of it. There is Default (value not set) and CLSID {3050f3DA-98B5-11CF-BB82-00AA00BDCE0B}

When I click on any mailto link in a web browser, a new e-mail message comes up in Outlook just fine.
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GabrielHentonAuthor Commented:
I just went in, and for no apparent reason it's now working again.
Then I did a repair of Adobe reader, and it's still working. Perhaps the image I posted here has something to do with it? Adobe Outlook registry key
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GabrielHentonAuthor Commented:
Let me make clear that mailto links have ALWAYS worked.
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jcimarronCommented:
GabrielHenton--Usually I would say that you do not have Outlook set as the default mail program.  But you say this occurs only sometimes (with .pdf files) and now has healed itself,
So be happy and hope the bug does not return.  :)
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GabrielHentonAuthor Commented:
Is no one listening? The problem is back. It returns VERY quickly. At this point, I am thoroughly fed up with this service and will not be continuing my trial. I'd be more than happy to answer questions and give more information, if anyone cared to ASK.
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jcimarronCommented:
GabrielHenton--
Do you confirm this happens only when trying to send .pdf files.?
Make sure Outlook is the default email program.
Register mshtml.dll  (That is what CLSID {3050f3DA-98B5-11CF-BB82-00AA00BDCE0B}
is--the Microsoft HTML Viewer mailto protocol or "mail to")
If no help :.
"The Attach to Email can be done in two ways in Acrobat X.

1) Click Attach to Email and Share Pane Opens. Select Attach to email radio button and click Attach.

2) Open Acrobat Preferences (Cntrl+K on Win and Command+, on Mac). Select Online Preferences. Uncheck the checkbox  "Use Share Pane for sending email attachments". Close the Preferences and now click Attach to email. It will work just like it used to work in Acrobat 9."  which comes from http://forums.adobe.com/message/3319868
Also
http://discussions.virtualdr.com/archive/index.php/t-239394.html
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mcp_jonCommented:
Have you tried this :
Attachments remain in the Outlook Secure Temporary File folder when you exit Outlook 2010, Outlook 2007, or Outlook 2003
http://support.microsoft.com/kb/817878

Clearing the temp folder  may help.

Cheers.
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GabrielHentonAuthor Commented:
jcimarron, mcp_jon, thank you for your input. I tried both of your suggestions with no luck.

When I tried to register mshtml.dll, I got the following message, "Mshtml.dll was loaded, but the DllRegisterServer entry point was not found. This file cannot be registered." Then I used the /u switch, then tried it again. Still the same message.
I tried the mailto test links (which always worked before) and this time I got the message "Could not perform this operation because the default mail client is not properly installed." I switched from Outlook to OE in IE, then back again, and that fixed things back to where I started.
I STILL CANNOT GET A NEW MAIL MESSAGE TO COME UP FROM ADOBE READER! This always worked before, and now I have some PCs (very few) that still work but most are broken. I'm sure it has nothing to do with the PDF itself, only registry/software settings in WINDOWS (either from Adobe or Microsoft).

I am running IE 8 in Windows XP with Outlook 2003 and Adobe Reader 9 or X.

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mcp_jonCommented:
Is Office 2003 using the latest SP, 3, if not mistaken?

Can you use Process monitor to see what key/ files are in use ?

Cheers.
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jcimarronCommented:
GabrielHenton--Have you tried a Repair on Outlook?
The concepts here may help even if not specific to your set up
http://social.technet.microsoft.com/Forums/en-US/winserverTS/thread/70fdb538-faec-4346-a4a7-1354e42c8349
http://answers.microsoft.com/en-us/windows/forum/windows_vista-windows_programs/could-not-perform-this-operation-because-the/12b4cdd1-00f0-4eee-b603-0b92d833f51b
If not, "sometimes" problems are the hardest to fix.  Regrets :)
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Vadim RappCommented:
Let's do this: start/run mailto: . This should open new email message. Try it when sending from Reader works, and when it does not work.

If you find that it does not work either, then the next step is to find out what's in the registry key describing it, and the application that is making the change that results in this problem. Once again please check what is under the registry keys mentioned above in http:#36966713 ; it's absolutely impossible that HKEY_CLASSES_ROOT itself does not exist - did you mean that, or that the key mailto: under HKEY_CLASSES_ROOT does not exist?

If it exists when it works and does not exist when it does not work, then you need to find out the application that removes it. You can run Process Monitor (from www.sysinternals.com), specify the filter looking for this exact key, and leave it running until the problem reappears. Whenever it's changed or deleted, you will see the application that did it.
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GabrielHentonAuthor Commented:
I have confirmed this ONLY happens when trying to send PDF files (via any method in Adobe Reader). Outlook is the default email program.

Yes, Office 2003 Service Pack 3 is installed. I have tried a repair on Outlook and that does nothing.

Start, run, mailto: works EVERY time.

HKEY_CLASSES_ROOT\mailto DOES EXIST but on some machines it has a binary value instead of DWORD. Thinking this was the problem, I changed it to the value you see in the uploaded picture, rebooted and now it works. On some computers either the binary was already there and it was working or the DWORD was there and it was working or not working. In every case, deleting the reg key that was there and recreating the dword value fixed it after a reboot (at least for now).

One last thing that just occurred to me might be of importance: I have a gpo that blocks Outlook from running for general staff users, but the gpo does not apply to the managers.  DWORD
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Vadim RappCommented:
If mailto: is working, but from the reader it does not, then, if you are still experiencing the problem, the next step is to run process monitor when you initiate sending the file as attachment in Reader.

I'd also check for two other things:
1. Is Outlook already running when you are sending the file from Reader? I can imagine very big delay if it does not. When nothing happens, do you give it enough time? it may still start in several minutes.

2. Turn off Enhanced Security (under Security (Enhanced) and Protection Mode (under General) in Reader's Preferences and see if that makes a difference.

Also, I just ran regmon when Reader is sending the file, and it looks first into HKEY_LOCAL_MACHINE\SOFTWARE\Clients\Mail - not under those two other keys. Check out what's in there.
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mcp_jonCommented:
Try to add the user to the local admins on the local machine, just for testing purposes.

It may be lack of permissions due to the GPO in place.

Cheers.
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GabrielHentonAuthor Commented:
vadimrapp1: I will follow your advice about process monitor the next time one of them breaks. After deleting and recreating the registry setting that I described above and rebooting, all of the computers are working. At least for a day now. I'm not going to "accept as solution" until a real solution is reached though (i.e. until it works for a week at least). Your step 1 is not relevant to my situation. Step 2: I turned off enhanced security, etc but that makes no difference.

mcp_jon: all users are already local admins.

DOES ANYONE ELSE HAVE A REAL ANSWER? I FIND IT VERY HARD TO BELIEVE THAT NO ONE ELSE IS HAVING THIS PROBLEM :).
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GabrielHentonAuthor Commented:
http://www.experts-exchange.com/Web_Development/Document_Imaging/Adobe_Acrobat/Q_23740614.html?sfQueryTermInfo=1+10+30+adob+mailto+reader

Sounds like this user was having the same problem I am, and he resolved his own problem and the case was closed, but he didn't say HOW!!!
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GabrielHentonAuthor Commented:
If I could recreate the problem at will, I would be overjoyed! Unfortunately, I can't.
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Vadim RappCommented:
> he didn't say HOW!!!

I think he has "run Microsoft Office Outlook and set it as the default mail client"
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GabrielHentonAuthor Commented:
Running Outlook and setting the default mail client has NOTHING to do with my problem. I've tried that long ago. Must I repeat? I never get any error message whatsoever. It just doesn't open a new mail message from Adobe reader.
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Vadim RappCommented:
Sorry for upsetting you - since it was you who asked "but he didn't say HOW!!!", I thought I could answer; I did not say that pertains to you (and I'm pretty sure it does not). But with this tone, maybe other experts will want to help you from this point on. Good luck.
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GabrielHentonAuthor Commented:
After checking the event viewer this time under SYSTEM instead of APPLICATION, I saw a DCOM error about my software restriction policy that I did not intend to apply to the "B" user group. I filtered the scope of the policy to apply only to the "A" group of users and we'll see what happens from here. The OU with the users also has a sub OU that includes the computers.
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GabrielHentonAuthor Commented:
I am not upset with you, vadim, or anyone else. Just that, until now, it seems this problem is unique to me and that's very frustrating. Thanks.
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GabrielHentonAuthor Commented:
Seems it was all about a gpo setting, after all (Software restriction policy). Once I filtered where the policy applied--problem resolved.
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GabrielHentonAuthor Commented:
I would explain more, but I'm not an expert in how gpos apply; I just know enough to fix things when they break.
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