Exchaneg 2003 and Adobe Acrobat

Posted on 2011-10-31
Last Modified: 2012-05-12
I'm having some problems with our Exchange server and I'm ready to lose my mind.  A few months ago I had a user call me and say that he was suddenly unable to view pdf attachments on his phone.  His phone uses ActiveSync to connect to our server.  I logged into his account using OWA and I was unable to view the attachment without saving it first.  I assume that having to save the attachment first is why he couldn't view it on his phone.  I fixed this and all has been good up until today.

Today, the same user calls me and says he can't look at the attachments again.  I log in again and he's right.  I have to save the attachment first and then I can view it.  After an afternoon of troubleshooting I notice that this is only happening under 2 conditions:

1.  The sender is using Adobe Acrobat and they are sending the document using the email button from within adobe.
2.  The sender must be a user from within our organization.  The receiver is always able to view pdf attachments from senders outside the company.  

If the sender in this case uses Outlook or OWA to send the pdf attachment then it goes through fine and the receiver is able to view it correctly.

Now here's a twist to the problem.  If this same sending user uses Adobe to send an email to someone outside the company then it goes through just fine.

It would appear that Adobe may be forming the email in a way that OWA doesn't like.  Without doubt I can repeat this using the email button in Adobe.  Also, one user is using Adobe 9 with Outlook 2010 and another is using Adobe 7 with Outlook 2003, both of which are having this problem, and it's repeatable.

Any idea's??  Any suggestions??  Could it be a combination of Adobe and our GFI security software on the Exchange server?

Question by:VNE

    Author Comment

    I've done some more testing and when you send a pdf document using the email button in Adobe and then view the message using OWA, there is no extension on the attachment.  If you view the email using Outlook then the extension is there.

    Also, if I send the file using the adobe email button and send the file using the rich text format then the extension is there in OWA and you can open it.  If i send the file through adobe using the html or plain text format then the extension isn't there.  

    This is only happening to users who are checking there email using OWA.

    LVL 20

    Expert Comment

    This is an intriguing issue.  As you have discovered, it appears that the Adobe mail sending component is malforming the attachment information.  When the Adobe generated message traverses other systems, those systems are analyzing the attachment and correcting the malformity.

    I don't see a fix on the Exchange Server side for this, perhaps other than making sure you have the latest service pack and fixes installed on your Exchange Server.

    Have you reached out to Adobe support for this issue?  You may want to add the Adobe Acrobat forum to your question to improve chances of getting a helpful answer.

    Author Comment

    Now today the attachments are going through correctly to the phones but the phones and tablets wont open them.  You can see the whole file with the correct extension and it even says "adobe acrobat" beside the attachment but the devices still won't open the attachment.

    I just set up the first Iphone on our ActiveSync and it opens the attachments without a problem.  The rest of the devices are Samsung Galaxy tablets and Droid phones through Verizon.

    Do you know where in Exchange I can look at ActiveSync settings?

    LVL 20

    Accepted Solution

    Within Exchange System Manager (ESM) you would expand Global Settings, then right Mobile Services and click Properties.  In here you can make modifications to the behavior of ActiveSync.

    Author Comment

    Thanks for your help Delphineous,

    Part of this problem turned out to be the built pdf reader that came with the samsung tablets.  The user's downloaded the official adobe reader and they can open all pdf documents now.  There is still a problem with the way that the adobe mailer is formatting the attachments but who knows what it is.

    Thanks for your help.

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