This page contains solutions to common Adobe Reader claim printing problems.
Problem #1 - Claim Is Missing Data When Previewed/Printed
Symptoms
Claims printed in PC-ACE Pro32 using the image overlay (Adobe Reader) method come out blank (form present, but data missing). When previewing claims in Adobe Reader, a message banner is displayed which reads ...
"Data from this site is blocked to avoid potential security risks. Click Options to receive this data if you trust this document."
Cause
A security-related change made in a recent Adobe Reader update is responsible for this problem. Adobe Reader now requires that local folders be added to a Privileged Locations list in order to identify documents printed from these folders as safe. This problem may impact users running Adobe Reader 8 or later who print claims using the image overlay method.
Resolution
Follow these simple steps to permanently resolve the problem:
- Execute the Adobe Reader from its desktop shortcut or the Windows Start menu "Programs" folder.
- Select the "Edit" and "Preferences" items from the Adobe Reader's main menu. Select the "Security (Enhanced)" category.
- Click the "Add Folder Path" button. Browse to and select the local "winpcace" folder (typically, "c:\winpcace"). Click the "OK" button. You should now see this folder path in the Privileged Locations list (e.g., "c:\winpcace").
- Click the "OK" button to save this change. Exit the Adobe Reader program.
You should now be able to print claims normally.
Problem #2 - Claim Printing Hangs With Adobe Reader X
Symptoms
PC-ACE Pro32 hangs indefinitely when printing claims using the image overlay (Adobe Reader) method. Customer has recently installed or upgraded to Adobe Reader X (version 10.0).
Cause
A security-related change made in Adobe Reader X is responsible for this problem. Adobe Reader now supports a "protected mode" launch option which, when enabled, interferes with the interaction between PC-ACE Pro32 and Adobe Reader X.
Resolution
Follow these simple steps to permanently resolve the problem:
- Execute the Adobe Reader from its desktop shortcut or the Windows Start menu "Programs" folder.
- Select the "Edit" and "Preferences" items from the Adobe Reader's main menu. Select the "General" category in the left panel.
- In the Application Startup control group, un-check the "Enable Protected Mode at startup" option and click the "Yes" button to acknowledge the warning message.
- Click the "OK" button to save this change. Exit the Adobe Reader program.
You should now be able to print claims normally.
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