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Troubleshooting Problems with PDF Files (i.e. Not Opening)

It has been brought to our attention that some of our users are experiencing some difficulties when attempting to open PDF's. This is not a problem with the Fox's Web Site, the reason for this is either the plug-in that is installed for opening PDF's within the browser is malfunctioning or you have installed a Symantec product like Norton Personal Firewall (NPF) or Norton Internet Security (NIS). There is also a setting in Adobe Reader that can affect performance during the download process.

Below are some steps that you can take to work around any problems that you may encounter

Firefox /

Netscape

Symptom: During the PDF download you get an error message suggesting that it could not open the PDF and that it was not a supported file type or that the file is damaged. To determine if this is related to NPF or NIS:
- Option 1:
  - Close your browsers
  - Open Adobe Reader
  - Go the the 'Edit' menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK
  - Next time you attempt to open the PDF chose to save the file to your computer
  - Right click on the file after you have downloaded it and view the 'properties'
  - The file size will be 0 bites
  - Disable NIS or NPF and the file will download correctly.
- Option 2:
  - Close Firefox or Netscape
  - Open the PDF with Internet Explorer
Symptom: As the PDF download is in progress, the browser 'hangs' and the PDF does not open. This is due to the plug-in that is trying to open the PDF within the browser.
- Steps
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' Menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK and try again

Internet Explorer

Symptom: When attempting to open a PDF the browser becomes a blank white screen. At this point the browser hangs and the PDF does not open. This is due to the plug-in that is trying to open the PDF within the browser
- Steps
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK and try again.

Symptom: The PDF download appears to be working, but very slowly. This is typically due to Adobe attempting to update itself on the fly.
- Steps
  - You can wait for the update and install to complete, or
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Updates'
  - Check 'Do not automatically check for critical updates'
  - Click OK and try again