Skip to Main Content

Standards

How to find standards

Troubleshooting

Error 1 - Unable to download PDFs due to 'Password Required' message

Error: password prompt/request for password when downloading the document

  • Google Chrome: copy and paste chrome://extensions/ into the Google Chrome address bar and press Enter
  • Disable the extension for Adobe: slide the toggle button to the left. Alternatively, press the puzzle icon in the upper right corner of your Chrome browser. Press Manage Extensions and remove the extension for Adobe.
  • Microsoft Edge: copy and paste edge://extension/ into the Edge address bar and press Enter
  • Disable to extension for Adobe: slide the toggle button to the left. Alternatively, at the top corner of your Edge browser, press Settings and more > Extensions, then press the toggle next to the extension you want to turn off (Adobe). The extension icon next to the address bar with disappear.

Error 2 - Failed to load PDF

Error: Failed to Load PDF or We can't open this file pop up message

The failed to load PDF error message may appear because your computer is trying to open up the secure PDF document using the Chrome PDF Viewer, instead of Adobe (which has the plugin installed). This could be due to the document being opened in your browser reader instead of Acrobat. To fix, disable your built-in browser PDF reader.

  • Google Chrome: After installing Adobe plugin, open a new tab in Google Chrome, copy and paste chrome://settings/content/pdfDocuments and press "Download PDFs" button. Close the tab and then try to open the document again.
  • Microsoft Edge: After installing Adobe plugin, open a new tab in Edge, copy and paste edge://settings/content/pdfDocuments and slide the radio button to the right; it should change from grey to blue. Close the tab and then try to open the document again.

Error 3 - unable to open a previously downloaded PDF file

If you are attempting to open the file in Adobe Acrobat Reader and you get a message "Document security error: Potential copyright violation; access from an authorised computer:

  • Download the document again on the device you are currently using.
  • If you have tried to move the file from the location where you first downloaded it, it will likely not open. Access EWB and download the file again.