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  1. Confluence Cloud
  2. CONFCLOUD-54381

Confluence preview seems to be interfering with the way Adobe Acrobat Reader handles PDF on Internet Explorer

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      Summary

      When trying to preview PDF Documents in Confluence using Internet Explorer, users receive an "Ouch! We can't load the PDF" error message

      Environment

      • Cloud with Windows 7 using IE 11.

      Steps to Reproduce

      1. Click on a PDF Attachment on a Confluence Page

      Expected Results

      The lightbox preview displays the PDF Document

      Actual Results

      Lightbox preview shows "Ouch! We can't load the PDF."

      Notes

      It doesn't happen with already cached files, it seems to only occur when you attempt to download a file for the first time.

      Workaround

      • Use an alternative browser like Chrome, Firefox, or Safari
      • If using Internet Explorer, open the PDF File in a new Window/Tab to open the document directly

          Form Name

            [CONFCLOUD-54381] Confluence preview seems to be interfering with the way Adobe Acrobat Reader handles PDF on Internet Explorer

            Matthew Hunter added a comment -
            Atlassian Update - October 12, 2021

            Hi everyone,

            Thank you for previously raising this bug and bringing it to our attention.

            Within our company roadmap and work capacity, we try to address or review each bug request but admit that not each one will be resolved. To continue the culture of being honest and open, we are closing this bug to focus on our upcoming roadmap for all Confluence users.

            As we continue to roll out features we do look at requests made by our users and if you feel like this bug is still impacting your team please let us know.

            Thank you again for providing valuable feedback to our team!

            Matthew Hunter added a comment - Atlassian Update - October 12, 2021 Hi everyone, Thank you for previously raising this bug and bringing it to our attention. Within our company roadmap and work capacity, we try to address or review each bug request but admit that not each one will be resolved. To continue the culture of being honest and open, we are closing this bug to focus on our upcoming roadmap for all Confluence users. As we continue to roll out features we do look at requests made by our users and if you feel like this bug is still impacting your team please let us know. Thank you again for providing valuable feedback to our team!

            Scott Mitchell added a comment -

            Also to add, older pdf versions 1.4 and below, will open up as a local pdf when selected to download and prevent the problem from occurring. Pdf files 1.5 and above attempt to open in the browser and that is where they will hang up very frequently. Sometimes they do not seem to hang up due to the cached comments above.

            I have an example document of working older pdf attached to escalated ticket:
            https://support.atlassian.com/servicedesk/agent/JST/issue/JST-119518

            Scott Mitchell added a comment - Also to add, older pdf versions 1.4 and below, will open up as a local pdf when selected to download and prevent the problem from occurring. Pdf files 1.5 and above attempt to open in the browser and that is where they will hang up very frequently. Sometimes they do not seem to hang up due to the cached comments above. I have an example document of working older pdf attached to escalated ticket: https://support.atlassian.com/servicedesk/agent/JST/issue/JST-119518

              Unassigned Unassigned
              aborzzatto Andre Borzzatto
              Affected customers:
              2 This affects my team
              Watchers:
              10 Start watching this issue

                Created:
                Updated:
                Resolved: