AIP Viewer cannot open PDF

Question

Hi

I am trying to open a PDF that has a sensitivity label of Confidential with AIP viewer.

I am the owner and creator of the PDF file and have signed in, but AIP is throwing unknown error and cannot open it.

Any advice. Thanks

Answer 1

Hi @rainbow_guy ,

Thanks for your post!

If you are having issues opening a PDF with the AIP viewer, you might have to install a protected PDF reader that supports Azure Information Protection. The documentation has a list of these viewers in the guide - Which PDF readers are supported for protected PDFs?

For protected PDFs in older formats, you need to use a reader that supports the older formats, such as the ones on this list.

You might also face this error if you are opening the PDF with an external user account that already has a guest account in Azure AD. In this case, the AIP Viewer may display an error when the user opens a protected document, telling them that they can't sign in with a personal account. If this happens, the user must install Adobe Acrobat DC with the MIP extension in order to open the protected document.

If you've tried these steps and are still having issues, you might want to try uninstalling and re-downloading the Azure Information Protection Viewer app. I've seen issues before with certain versions and installs so if you have the correct permissions and readers and are still facing this error, it is worth attempting a new install.

There are some other Known Issues here that may apply to your scenario, and the resolutions for those issues are also documented in that guide.

Let me know if this helps and feel free to share any screenshots of the unknown error you are seeing.

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