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Attachments embedded in Encryption Management Server PDF Messenger files are invisible

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Article ID: 163927

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Updated On:

Products

Encryption Management Server

Issue/Introduction

Encryption Management Server PDF Messenger sends password protected PDF files to external users.

External users are informed that "Adobe Reader is required" but many browsers can read PDF files without the need for Adobe Acrobat Reader.  These include:

  • Google Chrome
  • Apple Safari
  • Microsoft Edge

All these browsers work on multiple platforms, e g, Android, iOS and Windows 10.

While all these browsers successfully prompt the user for the password to the PDF and can open the file, they do not work correctly if the PDF contains an embedded attachment.

The PDF will contain an embedded attachment if the internal user attaches a file to their outbound message.

In the majority of cases, the embedded attachment is simply not shown by the PDF viewer and the user is therefore unaware of its existence.


Environment

Symantec Encryption Management Server 3.3 and above using PDF Messenger

Symantec PGP Universal Server 3.0 and above using PDF Messenger

Cause


Resolution

Installing Adobe Acrobat Reader allows users to view and open embedded attachments within PDFs. However, installing Adobe Acrobat Reader alone is insufficient to resolve this issue.

Post installation, the user has to change the default settings on their device, configuring it to use Adobe Acrobat Reader rather than their browser to open PDF files. PDF Messenger users may be unable to accomplish this.

To avoid this issue, send attachments to PDF Messenger users only if it is certain they will be using Adobe Acrobat Reader to open the PDF files.