?
Solved

The document could not be saved. There was a problem reading this document (21)

Posted on 2014-12-15
5
Medium Priority
?
1,519 Views
Last Modified: 2015-01-27
Hi All,

I have come across a bizarre issue for a single user that downloads PDF files from SEI database. She started getting the following error when opening the file and then trying to save it:

‘The document could not be saved. There was a problem reading this document (21)’

When you click on the download link and just click save and not open, it can save fine. I disabled the standard preferences such as enable protected mode on start-up, and enable enhanced security, this made no difference. Then I disabled 'Save As optimizes for Fast WebView' which allows you to save but then produces a new issue. When you open the saved PDF you get the following error:

‘Cannot extract the embedded font 'TradeGothicLTCom'. Some charchters may not display or print correctly’

None of the text is readable. We have uninstalled and re-installed Adobe, updated and downgraded, restored system to last week’s restore point, ran scans, which has made no difference.

I have also just received word that the following error is occuring for another user now: The document could not be saved. There was a problem reading this document (21)

Any ideas? They are currently using FoxIt Reader as an alternative PDF viewer.

Regards,

Craig
0
Comment
Question by:Matsco
[X]
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
  • 3
  • 2
5 Comments
 
LVL 31

Expert Comment

by:captain
ID: 40500851
Hi Craig

I have only ever seen behaviour like this when users open PDF documents from Windows Explorer AND the preview pane is enabled. The Explorer Preview Handler locks the document and the PDF opens in Adobe OK but fails to save due to the lock from Explorer.

I am not sure if this applies here, so you may also want to look at the download location that the user saves the file to from the database. There may be a session valid location that is only there temporarily or where permissions are not sufficient.

Can you reproduce this when using Admin credentials on that user's machine?
I would first see if it is a User Profile issue before changing any application or permission settings, especially if it only affects this user in a n otherwise functional environment...

The fact that you get font embedding issues seems a result of the way you save the document and may not be connected to the underlying issue.

I know, not a straight fix it response but this may help identifying the cause.
capt.
0
 
LVL 1

Author Comment

by:Matsco
ID: 40502144
Hi,
Thanks for the respone. Preview pane is disabled for both users. I have logged in with local and domain admin and the same issue occurs. The main issue really is this error rather than the font one: The document could not be saved. There was a problem reading this document (21)


Regards,
Craig
0
 
LVL 31

Expert Comment

by:captain
ID: 40502186
Hi Craig

is this stored locally or on network share? Any permission issues are probably not applicable if Domain Admin has the same symptoms.

If there is another file location you can save this to when you extract this from the db, that is worth a try.

How were the PDFs created? Mac or PC? Some plugin in the the DB Server Application or Adobe PDF Writer?

capt.
0
 
LVL 1

Accepted Solution

by:
Matsco earned 0 total points
ID: 40563948
Issue has been found to be the database provider who has changed settings in the background for PDF attachments on the database. Struggled to get them to admit it though! Thanks for the suggestions.

Regards,
Craig
0
 
LVL 1

Author Closing Comment

by:Matsco
ID: 40572366
3rd party provider admitted the issue was with their system
0

Featured Post

Free Tool: Subnet Calculator

The subnet calculator helps you design networks by taking an IP address and network mask and returning information such as network, broadcast address, and host range.

One of a set of tools we're offering as a way of saying thank you for being a part of the community.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

The ability to edit PDF documents can be useful, however it may not be a straight forward process. Many non-technical people don't realise that a PDF document is basically an image rather than a text file, even if it contains nothing but text. If…
One of the questions I get asked again and again is how to validate a field value in an AcroForm with a custom validation script. Adobe provided a lot of infrastructure to do that with just a simple script. Let’s take a look at how to do that wit…
In this video, we show how to convert an image-only PDF file into a PDF Searchable Image file, that is, a file with both the image (typically from scanning) and text, which is created in an automated fashion with Optical Character Recognition (OCR) …
In this seventh video of the Xpdf series, we discuss and demonstrate the PDFfonts utility, which lists all the fonts used in a PDF file. It does this via a command line interface, making it suitable for use in programs, scripts, batch files — any pl…
Suggested Courses
Course of the Month10 days, 23 hours left to enroll

770 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question