Jun 05 2019
11:58 AM
- last edited on
May 24 2021
03:13 PM
by
TechCommunityAP
Jun 05 2019
11:58 AM
- last edited on
May 24 2021
03:13 PM
by
TechCommunityAP
We have a user who could not open a protected document (PDF) . Once user enters the email and in a few seconds the error message flashes(the network location cannot be reached).
Any one experienced and possible solution . ?. I have asked our network team for their thought but would be really helpful if somebody can throw some light on their experience if any
This is impacting one of the location and not all thus suspecting something in network/firewall
Thanks
Jun 07 2019 01:16 PM
Hi,
can you confirm the same user can open protected e.g. Word documents?
Regards,
Martin
Jun 12 2019 02:23 PM
@Martin_Sieber Yes . The issue is only with PDF .
Jun 13 2019 01:27 AM
Some more questions:
- Did the user try to open a Word document protected by another user?
- Do other users from the same organizations also face the same issues when trying to open protected PDFs?
- Is the same user able to open protected PDFs in other locations?
- Did the affected user already try to open the protected PDF in the same location with AIP client / viewer?
The error "The network location cannot be reached" can be observed when SSL inspection is active in the location. Are you sure SSL isn't being broken/inspected?
Jun 20 2019 08:34 AM
Did the user try to open a Word document protected by another user? Yes .can open successfully
- Do other users from the same organizations also face the same issues when trying to open protected PDFs?.All other users in other locations can open PDF successfully .The issue is with one location alone.
- Is the same user able to open protected PDFs in other locations?.Ye she can open in WIfi but not in corporate network from that location
- Did the affected user already try to open the protected PDF in the same location with AIP client / viewer? Yes he can open in AIP client but not via plugin.
Jun 21 2019 10:25 AM
Thanks!
Could you please have the user zip the contents of the following directory:
%localappdata%\Microsoft\RMSLocalStorage\mip\logs
Afterwards, please send that zip to the following email address:
"martin" dot "sieber" at "microsoft.com
Regards,
Martin
Jul 02 2019 10:38 AM
I have replied and sorry for the delay . It was challenging to get user due to time zone .
Sep 22 2020 03:18 AM
Could you solve the problem? What was the roote cause for it?
We currently have the same problem here with Sensitivity Labels and Protection.
BR
Thomas
Sep 22 2020 03:37 AM
Hi @Thomas_Gfeller,
Back then, I suggested opening a support case with Adobe, don't know the outcome.
Regards,
Martin
Sep 22 2020 08:19 AM
We found out what causes the problem.
Adobe Reader is using WinHTTP Proxy configuration. Our WinHTTP configuration sends the traffic from a workplace client in the internet (outside corporate office) to our proxy. Adobe Reader does not like that (Maybe SSL Inspection Issue). If you set WinHTTP to direct access (no proxy) it works.