Error Message or Gray Screen in Attempting to View a PDF

Symptoms

On some systems, "Enable Protected Mode at Startup" and/or "Enable Enhanced Security" can cause a gray screen or error message in attempting to view a PDF in the software. 

Cause

The symptoms can occur when Use External PDF Reader is in use.

 Resolution

1. Open Adobe Reader.
2. From the top Left menu, select Edit, then Preferences.
   

   

3. In the Preferences window under Categories, select Security (Enhanced).
4. Uncheck both Enable Protected Mode at Startup and Enable Enhanced Security.
   

   

   
   You may have to answer Yes to a disabling question.
   

   

5. Click OK to confirm changes.
   
6. The program should now be able to open PDFs while using Adobe Reader. If this does not resolve the issue, consider using the internal reader.

Article ID: 275
Created: Mon, Aug 15, 2016
Last Updated: Thu, Mar 30, 2023

Online URL: //kb.erosupport.com/article-275.html