Navigating software issues can be challenging, particularly when Adobe Acrobat and Sage Paperless Office aren't cooperating. This blog provides practical troubleshooting tips to address common problems such as persistent pop-ups and version conflicts. Whether you're resolving login requests or managing multiple Adobe versions, these four tips will help you get things running smoothly.
The first thing you should do is open Adobe Acrobat outside of Sage and make sure there are no pop-ups or login requests. There is usually a slight delay after opening Adobe for the pop-ups to appear, so I'd recommend waiting about ten seconds. If you do have a pop-up or login request, then it needs to be resolved/cleared up before Sage Paperless Office begins working properly.
If you're currently using a version of Adobe Acrobat other than the one that came with your Sage instance, you may need to install the Sage version. The installer can be found in the MAS90\WKSETUP\Prerequisites\Acrobat folder on the Sage server.
If you have multiple versions of Adobe Acrobat installed on your computer, this may be causing issues. The default settings, "Enable Protected Mode at startup," in Adobe should be configured to open PDFs from Paperless Office, but if your system is getting confused about which version to use, you may have to turn those settings off.
To update your Adobe settings, navigate to the File/Hamburger Menu in the upper left-hand corner and select Security (Enhanced) from the list. Then, uncheck the Enable Protected Mode at Startup and Enable Enhanced Security boxes.
If you can't uncheck these boxes, ask your IT department to work with you to set up an exclusion for the Sage folder.
If you're still having issues with Sage Paperless Office and Adobe Acrobat, you most likely have a workaround set in your computer to open PDF file types with an application other than Adobe, such as the Microsoft Edge Browser. The steps below outline how to set Microsoft Edge as the default for PDF files. (You are still able to open PDFs in Adobe Acrobat by right-clicking the PDF file and choosing Open with > Adobe Acrobat.)
To find out the default setting for PDF files for users with Windows 11 OS, navigate to Settings > Apps > Default Apps. Then, in the search bar located at the top of your window, under "Set a default for a file type of link type," enter ".pdf."
You should then see a pop-up window prompting you to select a default app for .pdf files. Scroll until you see the option for Microsoft Edge and select it (you may have to select "choose an app on your PC" if it doesn't appear). Then, select "Set default".
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