Symptoms:

  • Users see buffer file content with messages like "This is a protected document" when opening protected PDF files
  • This occurs even when Seclore Desktop Client is properly installed on user machines
  • Users receive instructions to "Download the file" or "Get unprotected copy" instead of viewing the actual PDF content
  • The issue affects all protected PDF files across the organization
  • Files are typically downloaded from email attachments and then opened locally




Expected Behaviour:

  • Protected PDF files should open directly in the native PDF application when Desktop Client is installed.
  • Users should see the actual PDF content with appropriate protection controls applied.
  • No buffer file messages should appear when proper prerequisites are met.

Root Cause:

  • Adobe Acrobat Reader is a mandatory prerequisite for Desktop Client to properly handle protected PDF files
  • When users have alternative PDF readers (such as Foxit PDF Reader) set as their default PDF application, Desktop Client cannot integrate properly
  • The protection mechanism falls back to displaying buffer file content as a security measure
  • This behaviour occurs organization-wide when Adobe Reader is not the default PDF handler

Resolution Steps:

1. Verify Default PDF Application:

  • Check if Adobe Acrobat Reader is installed on affected user machines
  • Confirm Adobe Reader is set as the default PDF application


2. Test Protected PDF Access:

  • Download a protected PDF file and open it locally
  • Verify that the actual PDF content displays instead of buffer file messages

3. Alternative Workaround (Seclore for Windows 2.3.3 and later):

  • Upgrade to Seclore for Windows version 2.3.3 or higher
  • Starting from this version, PDF files automatically open in Seclore Online when Adobe Reader is not installed
  • This provides organizations with a workaround to access protected PDF content without requiring Adobe installation on all machines
  • Users can view protected PDFs through the web interface instead of seeing buffer file messages

Prevention:

  • Include Adobe Acrobat Reader as part of standard desktop deployment packages
  • Ensure Adobe Reader is configured as the default PDF handler during system setup
  • Document this prerequisite requirement for IT teams managing desktop deployments