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PDF documents do not open from AE, AO, Document Manager and Corporate Compliance

This support note applies to:

  • AO Document Manager (AU)
  • AO Document Manager (NZ)
  • AO Tax (NZ)
  • Workpapers (NZ)
  • AO Practice Manager (NZ)
  • AO Practice Manager (AU)
  • AO Workpapers (AU)
  • AO Tax (AU)
  • AE Workpapers (AU)
  • AE Document Manager (NZ)
  • AE Practice Manager (NZ)
  • AE Practice Manager (AU)
  • AE Document Manager (AU)
  • AE Tax (NZ)
  • AO Corporate Compliance (AU)
  • AE Tax (AU)
  • AE Corporate Compliance (AU)
Article ID: 37108

You may experience when attempting to open PDF Documents that nothing happens and the document does not open.

This can happen in:

  • MYOB Accountants Enterprise (AE) and MYOB Accountants Office (AO) with or without Document Manager
  • Corporate Compliance and;
  • MYOB Workpapers.

To resolve this issue you need to change the security permissions in Adobe Reader and turn off Enable protected mode at startup.

To change Adobe Reader security permissions
  1. From the Desktop, open Adobe Reader. Adobe Reader opens.

    If Adobe Acrobat Reader does not open, ensure all Acrobat Reader programs are closed in the background. To do this open Task Manager and click the Processes tab. Then right-click on all Adobe Acrobat Reader DCs and select End Process to close the Adobe Acrobat Readers program running in the background. You will need to do this for each Adobe Acrobat Reader application listed.
  2. Follow the menu path: Edit > Preferences. The Preference window appears.
  3. Select Security Enhanced category from the left hand side of the window. The Security Enhanced options appears.
  4. Untick the box against Enable protected mode at startup. Enable protected mode at startup is deselected.
  5. Click OK. The security permissions have been updated.

MYOB Internal Notes:

SR # 113327470361

This is not an issue, the system is correct.

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