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2976

Unable to open CMS documents fix

If you are unable to open CMS documents, complete the following steps - 

1. Ensure you have Adobe Acrobat installed on your device; 

a. If not, visit the Software Hub or the Adobe website to download Acrobat.

2. Make Acrobat the default application for opening PDFs.

a. Right-click on a PDF and select Properties.

b.  Under the General tab, next to 'Opens with' click 'Change'

c. Select Adobe Acrobat from the list. 

3. Make sure all TLS settings are checked in internet options.

a. Open 'Internet options' within your device settings and click the 'Advanced' tab.

b. Scroll down and make sure 'Use TLS 1.0', 'TLS 1.1' and 'TLS 1.2' is ticked and click OK.

4. Open Acrobat and click 'Menu' in the top-left corner to then open 'Preferences'.

a. Within the 'Documents' tab on the left, scroll down to 'PDF/A View mode'.

b. Change the option within the drop down box to 'Never'.

5. Still within Preferences, click on the 'Security (Enhanced)' tab on the left. 

a. Untick 'Enable Protected mode at startup' and 'Enable enhanced security'.

b. Click Ok. 

6. Restart your computer. 

If you still require help please raise an IT support ticket by clicking the 'Help' button on this ITS help page.