Compliance Accelerator Client via Citrix issue opening .pdf files

Hi,

To open file it is require to install Adobe on client machine where we try to open the file.

Sounds like a similar problem here: http://www-01.ibm.com/support/docview.wss?uid=swg21587448

Symptom

Cause

Environment

Resolving the problem

Disable the Adobe Reader setting "Enable Protected Mode at startup".

Hi Tony.

Have not spoken to you forever!!

I did see this article before we have "Enable Protected Mode at startup" disabled by default.  So I enabled and tested, document did not open as expected, then disabled and tested. Still did not work.

Adobe is installed locally, so I am not sure what to do.  We are thinking about publishing adobe in the same workspace but we are unsure if it will work.

Teddy

Hi Ajay

Adobe is installed locally on the desktop.

Teddy

Hello, nirender;

I've not seen any update since your last one to Tony on 10 Dec 2013.  Did you find a way to fix the issue?  If not, I recommend installing Adobe Acrobat Reader in the same manner as you installed the CA Client.  CA needs to have access to the registry of the machine on which it is launched in order to 'see' if Acrobat Reader has been installed.  As you are using a locally installed Acrobat version with a Citrix published CA Client, the CA Client is unable to access the locally installed Acrobat Reader.  Having both the CA Client and Acrobat Reader installed in the same manner may allow you to get the results you want.

We don't have Citrix installed in any of our labs, so I can't test this myself.  I'm hoping you will let us knonw if publishing Acrobat Reader in the same manner as you've published the CA Client resolves the issue.

Hi Kenneth.

I did not find a fix, however your comments are very helpful.  One of our thoughts was to make Adobe available via the same workspace as the CA client in citrix which is along the lines of what you have suggested.

I will also ask about access to the registry.  If you are able to provide more info such how CA accesses the registry or is it a service account that it requires that would be useful as well.

The account used to run the CA Client only needs to search the registry for program associations with the file extension of the attachment.  As such, it works just like Outlook when double clicking on an attachment to have it open in its 'native' program.

I would recommend just installing the Acrobat Reader and publishing it as you did with the CA Client.  If that does not work to provide the solution you need, you may need to run something like Process Monitor or another tool from SysInternals to see what registry paths / values are attempting to be read and are failing on the Citrix server.  I don't think you'll have any problem, but using the appropriate tool to troubleshoot should help lead you to the solution.

Thank you for the update.  We've seen issues with the Acrobat Reader version in the past, but not lately and not with the CA 10.0.4 Client.  This is very good information to have.  Thank you, again, for the update.