Issue AIP Protection for PDF (Adobe Plugin )

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Occasional Contributor

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

 

9 Replies

@Jagadish12 -

 

Hi,

can you confirm the same user can open protected e.g. Word documents?

Regards,
Martin

@Martin_Sieber   Yes . The issue is only with PDF .

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?

@Martin_Sieber 

 

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.

 

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

@Martin_Sieber 

 

I have replied and sorry for the delay . It was challenging to get user due to time zone .

Hi @Jagadish12 @Martin_Sieber 

 

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

Hi @Thomas_Gfeller,

Back then, I suggested opening a support case with Adobe, don't know the outcome.

Regards,
Martin

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.