Below are a number of commonly asked questions about protected PDFs. Following these instructions can help you to overcome any issues with your document.

 

 

How do I download a PDF of the document from the web viewer?

When viewing a document in the web viewer, use the "Download to Print" Link in the top left hand side of the screen to save a PDF version of the document to your desktop.

GOS Settings for Windows

This document requires global security policy to be disabled.

This error can occur in Adobe Reader Acrobat version 8.0 or later. To correct the problem, please do the following:

  • Open Adobe Reader/Acrobat.
  • Select Edit > Preferences from the menu.
  • Select the JavaScript section.
  • Ensure that “Enable global security policy” is unchecked.
  • Click OK.
  • Re-open your PDF.
Edit your Adobe JavaScript Settings

What If the PDF closes automatically?

This error can occur if you have not disabled the global security policy. Follow these steps before opening the document again:

  • Open Adobe Reader/Acrobat.
  • Select Edit > Preferences from the menu.
  • Select the JavaScript section.
  • Ensure that “Enable global security policy” is unchecked.
  • Click OK.
  • Re-open your PDF.

What do I do if I get the message: "Your security settings don’t allow access to the protected PDF server. You must allow access to the server.”

This error usually indicates that the site for the protected PDF server has been inadvertently added to the list of disallowed sites for Adobe. Follow these instructions for resolving this problem in Adobe Reader / Acrobat version 8 (other versions may use slightly different terminology):

 

What do I do if I get the message: “Invalid credentials.”

This error occurs when your login and password are not recognized. Please verify that you entered the correct login and password and try again. If this problem persists, contact RISI Customer Support:

 

What if I receive a message saying the file is corrupt or damaged?

Error: "There is a problem with the protected pdf document. It may be damaged or has been tampered with. Please contact the publisher for a clean file" 

  • This problem normally occurs when viewing PDFs with older versions of Adobe Acrobat/ Reader. Please ensure you are viewing your PDF with the most current version of Adobe Reader/Acrobat. You can check your version by opening Adobe, and selecting Help > About Adobe Reader/Acrobat. Download a free copy of Adobe Reader here.
  • This problem can also occur when you are using a non-adobe browser plugin. Check the Browser settings here.

 

Why do I need to have an Internet connection in order to unlock my protected PDF document?

In order to verify that you are the intended recipient of the document, you need to be online to unlock the document. Once the document has been unlocked you will be able to read it offline.  

What information is transmitted when I unlock a protected PDF document?

Your login credentials and the documents id are securely transmitted to our server in order to verify that you are the intended recipient of the document and that your credentials are valid. These credentials are encrypted to protect them during transmission. 

Does the protected PDF store a cookie?

Yes, in order to identify your computer amongst other computers, protectedPDF does store an Adobe Acrobat cookie which only contains a random key. This cookie behaves similarly to Internet browser cookies but are stored and managed separately from your Internet browser cookies.

Edit your Adobe JavaScript Settings

I am having problems unlocking a protected PDF document, what should I do?

  • Ensure that you are currently online with either a dial-up or high-speed connection.
  • Ensure that you have Adobe Acrobat DC or later. The exact version of an Adobe Acrobat product is displayed in the popup that opens when choosing the “About ...” item in the “Help” menu of the Adobe Acrobat product. If you have an earlier version, you can obtain the latest Adobe Acrobat Reader for free at Adobe’s web site: http://www.adobe.com/ .
  • Ensure that you have enabled Acrobat JavaScript in your Adobe Acrobat product. To enable Adobe JavaScript, launch your Adobe Acrobat product and select “Preferences” from the “Edit” menu item. Choose the “JavaScript” item in the preferences popup and place a check in the “Enable Acrobat JavaScript” option.
  • If you have a software firewall program on your computer, such as Windows Firewall, Norton or McAfee Personal Firewall, then you need to allow your Adobe Acrobat product to communicate with the Internet in order for your document to unlock. If you are not sure how to do this then please contact your software firewall vendor for instructions.
  • If you have successfully performed all of the above steps are still not able to unlock your protected PDF document then you should try unlocking the document from a different computer to confirm that the problem is not related to your computer.