Problems Downloading, Opening, or Printing Documents

FileOpen is very easy to install. You only need to install this the first time you attempt to download a document that you purchased or if you update your Adobe: http://plugin.fileopen.com/all.html

If you have problems downloading the File Open Plug-in or opening a document after you install the plug-in, below are some typical causes and solutions:

Problem When Downloading the plug-in
Receiving message - Cannot connect to Server - error 2002
Explanation: The plug-in cannot get through the customer's firewall.
Resolution: Contact your IT department. You will need access to the typical TCP/IP ports (https-443 / http-80)
FileOpen was unable to copy FileOpen.api to your Acrobat plug-ins directory. Please confirm that the Acrobat viewer is installed and is not running.
Explanation: Customer does not have the necessary privileges to install the plug-in.
Resolution: Contact your IT department to have an administrator log in and install the plug-in
Getting a message Adobe Acrobat is active. Click OK to close Acrobat and continue with this installation.
Explanation: Acrobat cannot be running on your computer when installing the plug-in.
Resolution: Click OK and proceed with installation
Getting a message - No perms found for this document. Please connect to the internet.
Explanation: The plug-in cannot get through the customer's firewall.
Resolution: Contact your IT department. You will need access to the typical TCP/IP ports (https-443 / http-80)
Getting a message - Could not find Acrobat External Window Handler.
Resolution: Disable web browser integration:
From Acrobat reader, choose Edit/Preferences
Click on General
Choose Options
De-select Display PDF in browser

Problems Experienced If the File Open Plug-In is not fully Installed
Receiving error - The security plug-in required by this command is unavailable.
Explanation: The file-open plug-in was not fully installed.
Resolution: Re-download the plug-in. Go back to the download page and perform step 2. Or click on the url: http://plugin.fileopen.com/. If this does not work, check with your IT dept as it may be a permissions error.
Receiving a message - this document could not be opened because the plug-in required by the 'FOPN_foweb' security handler is not available. Information about the missing plug-in may be available on Adobe's Web Site.
Explanation: The file-open plug-in was not fully installed.
Resolution: Click Adobe Online button on the dialog box and follow the instructions to complete the installation.
Getting a blank page when trying to open a document.
Explanation: The file-open plug-in was not fully installed.
Resolution: Re-download the plug-in. Go back to the download page and perform step 2. Or click on the url: http://plugin.fileopen.com/. If this does not work, check with your IT dept as it may be a permissions error.

Problem When Trying to Open Document
Problems opening a spreadsheet
Explanation: The spreadsheet is saved as a .exe file and must be changed to a .zip file.
Resolution: From the download page, right click and choose save target as. Change the file extension from .exe to .zip. This will give you a zip file to open.
Receiving message - Potential Copyright Violation Detected
Explanation: Customer is only allowed to open this document on one computer.
Resolution: Call SAE Customer Service at 1-724-776-4970
Receiving message - An unexpected error has occurred. Please contact SAE Customer Service.
Explanation: There is a problem with the document in the link.
Resolution: Call SAE Customer Service at 1-724-776-4970
Receiving message - Could not find Acrobat External Window Handler
Resolution: The web browser integration must be disabled. To do this:
From Acrobat Reader
Choose Edit/Preferences
Click on General
Choose Options
Deselect Display PDF in browser.
Receiving a message - Server Answer is an HTML error page
Explanation: There are a few things that may cause this.
Resolution:
  1. Make sure the plug-in is installed successfully. To do this please go to the following url: http://plugin.fileopen.com/. When you come to the page that lets you either install or test the plug-in, choose to test the plug-in.
  2. Make sure only one version of adobe is installed. To do this, go to your control panel and click on Add/Remove Programs. If you have more than one version of adobe, you may want to check with your IT department to be sure which version they would like you to remove.
  3. Clean the offline permissions file. To do this please follow the steps below:
    1. Close Adobe Reader and close any open browser windows.
    2. Go into windows Task Manger (do control alt delete and choose task manager)
    3. Under the Processes tab check to see if there are any processes running called AcroRd.exe. If there are, highlight them and click the end process button to close them.
    4. Delete the file 30131WEB.sek as follows:
      1. Go to C drive
      2. Choose the folder Documents and Settings
      3. Select the folder that is associated with your username
      4. Choose Application Data folder
      5. Choose File Open folder
      6. Choose SAE Publishing folder
      7. Click on the file 30131WEB.sek
      8. Press Delete key to delete this file.
If this does not work, call SAE Customer Service at 1-724-776-4970.
Cannot open files with Reader X(10)
Explanation: When using Adobe Reader X (10), the file will not open.
Resolution: Reader X (10) loads by default in a mode that restricts behavior of plug-ins, which can cause issues with some Permission Servers. To fix this, in acrobat, uncheck the box at Edit>Preferences>General>Enable protected mode at startup.
Unable to open files with Reader 9
Resolution: Make sure at the download page to right click on the document and choose Save Target as and save it to the desktop and open from there.
My computer was upgraded or my acrobat was updated and I can no longer open documents.
Explanation: Plug in needs installed
Resolution: Re-download the plug-in. Click on the url: http://whttp://plugin.fileopen.com/. If this does not work, check with your IT dept as it may be a permissions error.
Getting a message - No Updates Available
Explanation: This is an indication of 2 versions of adobe
Resolution: Make sure only one version of adobe is installed. If there are 2 versions, delete the old version.

Problem When Trying to Print Document
Not able to print. Acts as if it is printing, but nothing happens
Resolution: Try another printer. If printing to a post script printer, try a non-post script printer.
Receiving message - You have exceeded the allowable print copies of this document as defined in the purchase terms.
Explanation: Customer is only allowed to print this document one time.
Resolution: Call SAE Customer Service at 1-724-776-4970
Not able to change the way the document prints, for example, double sided or single-sided, black and white or color
Explanation: Doesn't respond to changing printer preferences
Resolution: FileOpen plug-in does not limit the choices used for printing, but limits the possibilities to change the printer settings in the printing window of Adobe Reader. So, whatever setting you are trying to change is set as the default printer setting. The problem should be overcome if you change the default printer settings to allow whatever way you choose it to print.

In the Windows operating system, the default printer settings can be changed by selecting "Control panel" > "View devices and printers". Click on the right mouse button above the relevant printer and select "Printing preferences" from the drop-down menu. From the appearing menu, you may select change the printer settings as the default printing mode.

NOTE! To change the settings, you may be required to have administrator rights.

Receiving an error when trying to print - not allowed to print to secure printer
Resolution: In adobe, uncheck the box at Edit>Preferences>General>Enable protected mode at startup.

Miscellaneous
Customer is using Linux
Explanation: The linux file open plug-in needs to be installed
Resolution: The FileOpen client for linux can be obtained from the following website: http://plugin.fileopen.com/all.html.
Having problems opening from a MAC
Explanation: Customer needs to run through the installation for MAC
Resolution: The latest Client for the Mac can be obtained from http://plugin.fileopen.com/all.html. Try the automatic installer for best results. If you have problems installing, the notes below could be helpful.

This installer requires that you have Mac OSX or OS9.2 with the Carbon Libraries. You must also have an installed copy of Adobe Acrobat or Reader 5.0 or later.

Behavior:
The installer has three modes:

  • Automatic:
    If the installer detects an installed copy of Acrobat or Adobe Reader it will attempt to place the plug-in into the appropriate folder in that copy.
  • Directed:
    If the installer does not find the installed copy of Acrobat/Reader, or you have more than one copy and want to install to the one the installer did not find, you can direct the installer to that copy by launching the Acrobat/Reader application then starting the installer. In this case the installer will ask you to close Acrobat/Reader; then will attempt the install.
  • Dialog:
    If no copy of Acrobat is found and the installer is not in Directed mode, it will put up a dialog asking you to identify the location of the Acrobat plug-ins folder. Please note that the plug-in must be installed into the folder "Plug-Ins" - for more detail see manual install, below.
  • Manual Install:
    If the installer program is not able to properly install the plug-in you may need to do so manually. You may do so using the Finder information dialog, or by copying the plug-in, FileOpen.acroplugin, and pasting it to the Acrobat plug-ins folder.
    • Finder Information Dialog:
      To insert the plug-in using the Finder Information dialog, please do the following:
      • Close Acrobat/Reader, if running
      • Open the folder for your AcrobaVReader application. Note that if you have desktop shortcut you may need to click it to open the window showing the application folder.
      • Find and highlight the Acrobat/Reader application icon, hold down the Apple key and the key for letter i
      • Expand the item "Plug-ins:"
      • Click the button for "Add ..." and select the FileOpen.acrop1ugin file, which should be in the same directory as the file you are reading.
      • Click Choose, then re-start AcrobatReader
      • You should now see an entry under Acrobat About Third Party Plug-ins>FileOpen Webpublisher.
If unsuccessful, call SAE Customer Service at 1-724-776-4970.
When the plug-in is installed the scanner quits working.
Resolution: The 0900 client operates differently from previous versions, and must do so in order to function properly within Reader X protected mode. It is certainly possible that the client and/or its broker process is interfering with this user's scanner, though we haven't had any similar reports from elsewhere.

We will investigate. The immediate workaround would be to uninstall the 0900 client and install the 0879 version from http://plugin.fileopen.com/0879/nonsilent/fileopeninstaller.exe.