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Preview Problem


jhunsel

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We recently upgraded to new Macs and Mac OS 10.9.5. At that time we also updated FP VDP to 9.2.31 for Mavericks compatibility. The operators are telling me that they get an annoying, recurring Pitstop error when using this update (I am not the operator, just support with some knowledge on using FP).

 

Updated to 9.3.6 to take care of the Pitstop problem. While that problem is gone, I'm now being told (and shown) that the ability to preview the data in the PDF is not working. Check the box in the Preview Selector window and the data in the PDF is blank even though you can click through the records in the Preview Selector window. This happens in both Acrobat 9 and Acrobat 10 (11 is not installed).

 

For the past several days I have been working with FP support to resolve the issue without success so far, but thought I would ask others if they have come across this issue or have any suggestions. We have uninstalled, reinstalled, and trashed preferences, among other things.

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Installed a temp license on a completely different Mac, but with all of the same Acrobat plug-ins. Preview works just fine in FP 9.2.31 AND 9.3.6.

 

Went back to one of the others and updated to 9.3.6. Preview problem. Downgrade back to 9.2.31 and preview returns! No reboots, no permission repairs, nothing.

 

Makes no sense. Checked Acrobat preferences and they are all the same. Curious.

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Installed a temp license on a completely different Mac, but with all of the same Acrobat plug-ins. Preview works just fine in FP 9.2.31 AND 9.3.6.

 

Went back to one of the others and updated to 9.3.6. Preview problem. Downgrade back to 9.2.31 and preview returns! No reboots, no permission repairs, nothing.

 

Makes no sense. Checked Acrobat preferences and they are all the same. Curious.

What are the exact versions of Acrobat and OS X on each machine?

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Mac OS 10.9.5

Acrobat 10.1.12

Acrobat 9.5.5

 

Both Acrobats are installed on both of the FP machines. The users tend to prefer Acrobat 9 for whatever reason, but sometimes also use Acrobat 10.

Thanks. I don't know of any issue that would prevent preview from working with those versions of FusionPro and Acrobat.

 

Are you using a laptop or iMac with a Retina display? Or are you connecting to an external monitor?

 

Also, does this occur with all jobs? Can you open up one of the Tutorials and see if that previews?

 

Finally, if you do a regular composition (by clicking Compose), instead of a Preview, does that work properly?

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Does it with all jobs and tutorial files on two Macs, whether files are on the network or local. These are standard non-retina 27" iMacs. Compose works properly, just not Preview. There are other plug-ins installed, but those are installed when it works under the lesser version, and installed on the test machine. But I will be testing it without them soon.
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Uninstalling/reinstalling Acrobat X and FusionPro helped on one Mac, but not the other. Ultimately, I don't think that the reinstallation had anything to do with it. I think it really came down to telling the FP application itself to load all fonts before trying to use it on a PDF. Then previews worked fine.
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