Question

iPad LF app - "This PDF document requires a password"

Mobile

Updated June 8, 2017

asked on September 7, 2016 • Show version history

Accessing the Laserfiche app using an iPad, a couple of my users are starting to receive a message that "This PDF document requires a password". There has been no password purposely set on these documents, other users do not receive this prompt. No matter what password you get, you are still prompted for a Enter Password in the preview window. This only started recently and the user can open the same files in the full client and using a PC and the mobile access.

What is causing this and how can I remove it?

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Replies

replied on September 7, 2016

Hi Wes,

We checked both non-encrypted/encrypted PDF but cannot reproduce the issue at this moment, and there is no setting to disable the check for encrypted edoc.

Could you please contact your VAR file a support case and provide us the documents you have the issue?

Thanks,

Natalie

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replied on November 15, 2016

Was there a solution to this issue?

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replied on November 15, 2016

No support case was opened.

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replied on November 15, 2016

I have a similar situation, but it looks like it is caused by the WebAccess server lacking disk space. Adding more space seems to have helped.

THe WebAccess server has 41 GB of temp.files in Laserfiche\Mobile\tempDirectory. Can these files be deleted?

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replied on November 15, 2016

Hello Andy,

1) Firstly to address if those files within the tempDirectory can be removed, then yes they can.

2) in regards to your situation, can you elaborate upon your issue, since you stated it was "similar", so I would like to get more details as to if there is anything different.

3) Please also provide the versions on your iOS Laserfiche App and the Mobile App Server.

Please provide the full build as well.

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replied on November 15, 2016

Application: 10.1.1.734
Laserfiche Mobile Server: 10.1.0.624
Laserfiche Server: 10.1.0.151

Issue - Opening PDF on IPad in electronic view is demanding password.
You can view the image pages, but if you switch your view to the electronic file, you get the password request.

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replied on November 15, 2016

Hello Andy,

Can you please open a Support Case? We would like to get a copy of the file you're encountering and proceed with some troubleshooting steps there. After a resolution has been reached, then it would be updated here for benefit of any other users that may have run into this issue as well.

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replied on November 17, 2016

Support case was not required.

Customer WebAccess server was maxed out of diskspace.

Extending the diskspace and deleting temp files fixed the issue.

PDF's can now be opened and don't ask for a password

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replied on May 9, 2017

Hello ,

Same issue our client is facing but not solved !

Your device model and OS: iPhone8,4(10.3.1)
Application Version: 10.2.2.901
Laserfiche App Server Version: 10.2.0.524
Laserfiche Server Version:10.2.0.872
Laserfiche Forms Server Version: 10.2.0.834

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replied on May 9, 2017

Any Updates happened to resolve this issue ?

Please post.

Thanks

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replied on May 9, 2017

Yes, see Andy's post above.

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replied on May 9, 2017 • Show version history

This resolve Did Not work with us.

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replied on May 10, 2017

I have the same Issue and Its only affecting IOS app, android app is running smooth !!

I have no problem with the space and I have deleted all files in Laserfiche\Mobile\tempDirectory.

Nothing seems to work, all iPhone users keeps getting "This PDF document requires a password"
while opening the same files from android phones works

I even tried the new IOS app release yesterday same issue

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replied on May 10, 2017

I just noticed the Issue is only affecting IOS app and it only happens with the files named in Arabic Characters

Attached screenshots from my mobile for a Folder having two files the one in English is opening pretty fine the Arabic named file pop up with a password screen

image1.PNG (46.62 KB)

| Download

image2.PNG (265.45 KB)

| Download

image3.PNG (27.89 KB)

| Download

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replied on May 10, 2017

Hi Ahmed,

Please reach out to your reseller to open a support case for this. In addition to basic troubleshooting information like version, configuration information, etc. please also provide a briefcase export of the document in question. We cannot reproduce this by simply naming a PDF with a name in Arabic and suspect there may be something related to the document metadata itself.

Thanks and regards

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replied on May 17, 2017 • Show version history

We are able to reproduce this latest report for electronic documents with names in non-English language (not just Arabic) for iOS version 10.3.1+; previous versions do not have the issue. (Note that these versions are the iOS version, not the Laserfiche mobile app version.) This does not seem related to the original post as there is no indication that the original post included filenames in non-English locale.

Bug 28541 has been filed as we investigate the issue; thank you for bringing this to our attention.

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replied on June 8, 2017

A new update Laserfiche iOS app with version 10.2.4 is now available on the App Store. This update addresses the Edoc viewer issue seen in this thread.

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iPad LF app - "This PDF document requires a password"

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