Check Adobe Acrobat Installation

Check if you are on Adobe Acrobat Pro or Adobe Acrobat Reader. Adobe Acrobat Pro allows you to edit PDF documents. Adobe Acrobat Reader allows you to view PDF documents. For a detailed comparison, visit the Adobe website.

If you are using Adobe Acrobat Pro, ensure that you are signed in and that your subscription is active. If your subscription has expired, you will need to renew it. If you do not wish to renew your subscription, uninstall Adobe Acrobat Pro and instead install the free PDF viewer, Adobe Acrobat Reader.

LEAP System Requirements state the use of alternative PDF handlers is not supported. Adobe Acrobat needs to be installed and set as the default program to open .PDF files.

Adjust Adobe Settings

Adjust Adobe Settings to Disable New Acrobat, Disable Protected Mode and Disable Enhanced Security.

• Open Adobe Acrobat
• Navigate to File and click Disable New Acrobat. (You only need to do this step if you are using the free version of Adobe - this is compatible with paid subscriptions)
• Press the Ctrl key + K to open the Adobe Preferences window. (Edit > Preferences)
• Go to the Security Enhanced tab
  
  • Untick Enable Protected Mode at startup
  • Untick Enable Enhanced Security
• Ensure Adobe is not running in Certified Mode, as this configuration can restrict third-party integrations and interfere with add-ins such as LEAP, potentially preventing documents from opening properly. In order to disable Certified Mode, you will need to:
  • Go to the General tab.
  • Deselect the "Use only certified plug-ins" option.
• Click OK
• Close Adobe

LEAP Add-in Tool for Adobe

In Adobe, select the Tools tab and search for the LEAP icon. Do you see the LEAP add-in tool for Adobe?

• If you do not see the LEAP add-in tool for Adobe, please navigate to the following directory:
  C:\ProgramData\LEAP Office\Cloud\Extras\Acrobat Extras
• Verify whether the LEAPIcons.pdf file is present
• If the file is missing, you may either obtain a copy from a colleague or contact LEAP support for further assistance
  Note: Deleting this file from the folder will remove the LEAP icon from Adobe Acrobat

Repair Adobe Acrobat

• Close Adobe Acrobat.
• Press the Windows key + R to open the Run dialog.
• Type appwiz.cpl and press Enter to open the Programs and Features window.
• Locate Adobe Acrobat in the list of installed programs, right-click it, and select Change > Next > Repair. 
• Follow the on-screen prompts to repair Adobe Acrobat.
• Run a LEAP Repair

Relaunch the LEAP add-on in Acrobat Adobe Tools

To relaunch the LEAP add-on in Adobe Tools:

• Navigate to the following folder C:\ProgramData\LEAP Office\Cloud\Extras\Acrobat Extras
• Check the LEAPIcons.pdf file is present
• Double-click InstallLauncher.exe to run it
• Double-click LEAPForAcrobatSetup.exe to run it
• Restart LEAP and open a PDF file from a LEAP matter

Check for Corrupted Files

If you encounter any of the following when opening, combining, or converting documents into a PDF, the issue may be caused by encryption, corruption, or unsupported configuration within one or more of the PDF files:

• "Object already in table"
• "The PDF document is protected with an encryption not supported by PDFsharp"
• "File seems to be corrupted"

Follow these steps to identify and fix the problematic file(s):

• Open Adobe Acrobat
• Adjust the Adobe settings as outlined (disable Enhanced Security and Protected Mode)
• Open each document individually to check for display issues or unexpected behavior
• Combine documents in small batches. Begin with two files. If successful, add one document at a time. If the error appears again, the last added document is likely the cause
• If the document is already saved in LEAP, export it and attempt to open it outside the system (e.g., in Adobe Acrobat Reader). If it opens successfully, use the Print to LEAP function to save a new copy back into the matter. This will generate a new PDF version, free from encryption or corruption.
• Replace the original problematic file with the newly printed version and try the combine process again
• Alternatively, reupload the document from its original source

Fix User Profile Issues (If Applicable)

If you're having issues opening PDF files, please verify your Windows user profile:

• Open Command Prompt (type cmd in the Start Menu and press Enter). This opens the Command Prompt window
• Type:
  whoami
• Press Enter to display your current username

FirstNameLastName must match

For example:

Please contact IT support to create a new user account without special characters in the profile name to avoid these issues.

After following these steps, restart LEAP and try opening a PDF file from a LEAP Matter again.