Acrobat Reader Plugin Test for Knowledge Base

• For the links within the Knowledge Base to work, you will need to have Acrobat Plugin installed AND enabled.
• Please review the below test results to determine if the plugin is enabled correctly for your browser.

• Internet Explorer - Acrobat Plugin configuration
  1. Open IE
  2. Go to Tools - Manage Add Ons
  3. Show Currently loaded on left side of the page; change this to "All add ons"
  4. In the right window pane, you should see Adobe PDF Reader. The Status column should say Enabled.
     • If Adobe PDF Reader does not show up in the list, you will need to install Acrobat
     • If Adobe PDF Reader has a status of "Disabled":
       1. Select Adobe PDF Reader
       2. Near bottom right of the popup, you should see a button called "Enable". Click the button, then click the close button.
     • If Adobe PDF Reader has a status of "Enabled":
       1. Select Adobe PDF Reader
       2. In the bottom pane of the popup, you should be able to verify the version. Ensure that the version is up to date. (As of Jan, 2014; it should have a minimum version of 11)
       3. If the version is less than 11, you may need to get the latest version
  5. Retest after updating these settings. It should work.
  6. Still having issues? Click here for possible fixes for Internet Explorer
     This issue of the Knowledge Base articles opening in Acrobat Reader instead of the browser window has been resolved in two different ways:

     1. Simple Disable/Re-Enable
        1. Open Internet Explorer
        2. Go to Tools - Manage Add Ons
        3. Show Currently loaded on left side of the page; change this to "All add ons"
        4. In the right window pane, you should see Adobe PDF Reader. The Status column should say Enabled.
        5. Near bottom right of the popup, you should see a button called "Disable". Click the button, then click the close button.
        6. Close all Internet Explorer windows
        7. Open Internet Explorer
        8. Go to Tools - Manage Add Ons
        9. Show Currently loaded on left side of the page; change this to "All add ons"
        10. In the right window pane, you should see Adobe PDF Reader. The Status column should say Disabled.
        11. Near bottom right of the popup, you should see a button called "Enable". Click the button, then click the close button.
        12. Navigate to service central and retest to see if the site works.
     2. Updating possible problems in Acrobat Reader
        1. Opened the PDF from the site, which pops reader open.
        2. Press Ctrl+K to open preferences window. (ALternatively go to Edit > Preferences)
        3. Clicked on "Internet" on the left side.
        4. Checked all checkboxes: "Display in Read Mode by default", "Allow fast web view", and "Allow speculative downloading in the background"
        5. Closed reader application
        6. Now, attempt the "Simple Disable/Re-Enable" method mentioned above.
        7. If it still doesn't work, restart computer and then see if it starts working.
• Edge - Acrobat Plugin configuration
  1. Unfortunately the Edge browser doesn't support PDF links
  2. Most Windows 10 machines come bundled with both Edge and Internet Explorer 11 by default
  3. Our Windows 10 users have had success by using the download link in the Knowledge Base and launching in Adobe Reader, or using IE11 for service central
• Chrome - Acrobat Plugin configuration
  1. Enter in the web browser address:
     • chrome://plugins
  2. Adobe Reader will be disabled by default
  3. Chrome PDF viewer - enabled by default
  4. Enable Adobe Reader and disable Chrome PDF viewer
  5. Adobe - should be white background
  6. Chrome PDF Viewer should be silver/gray background
  7. Adobe reader version should be 11 or greater. If not, you may need to get the latest version
• Apple Products (Safari)
  • Knowledge Base may or may not work. We suggest trying to use one of the following browsers: Internet Explorer, Google Chrome or Firefox.
  • (if you are on an iPad see the Mobile Devices section below)
• Firefox - Acrobat Plugin configuration
  1. Push ALT
  2. Select the Tools menu
  3. Select the "Add-ons" menu item
  4. In the Add-ons popup, click on the "plugins" icon (lego piece)
  5. If Adobe Acrobat is not on this list or if there is a warning icon, you may need to install the latest version
  6. If Adobe Acrobat is on this list:
     1. FIRST:
        1. Select Adobe Acrobat.
        2. Change the dropdown menu to "always activate".
        3. Close the popup, by pressing the OK button.
     2. THEN:
        1. Push ALT
        2. Select the Tools menu
        3. Select the "Options" menu item
        4. Go to Applications Tab 
        5. Near the bottom of the list, select "Portable Document Format (PDF)"
        6. (By default this is "Preview in Firefox")
        7. Change this to "Use Adobe Acrobat in Firefox" - (has a picture of a lego piece)
        8. Close the popup, by pressing the OK button.
• Mobile Devices (iPads/Tablets/Phones)
  • Knowledge Base requires adobe acrobat browser plugins, which are not available on these devices.
  • Since the links between documents will not work, you can browse the documents via this page.