I inserted several .pdf images yesterday in one of my transaction registers. Today, when I try to open or insert a pdf image, I get error message "Could not find the Acrobat External Handler. OK"
Has anyone received this error and been able to resolve?
I have absolutely no faith in any help from Quicken support. I have been on chat for over an hour, and Antonio just left the chat session when he could not come up with the answer. The chat box states that I am next in queue and that my wait time is 6 seconds. Here is copy of converstion so far: _______________________________________________________________________________________________________ Welcome Silver88 ...
5:17:57 AM System Connecting to server. Please wait...5:17:57 AM System Connected to quicken.ehosts.net
5:17:57 AM System Session ID: 4235865:17:58 AM System Initial Question/Comment: I can't open image attachments in a register
5:19:01 AM System Antonio has joined this session!5:19:04 AM Antonio Hi ! I am Antonio. Welcome to Quicken chat. I've reviewed the brief issue summary provided. Could you provide specific details to help me better understand your situation?
5:21:48 AM You When I try to open pdf attachments with the icon in my register, I get the folowing message: "Could not fine the Acrobat External Handler. OK" and then no image appears the viewer. I have reinstalled Quicken 2006 Premier Home and Business and Acrobat Can you help me?5:22:18 AM Antonio Thank you for the details.
5:23:40 AM Antonio Just to be sure, you attach .PDF file with your transaction in account register, after when you try to open the attachment you get the message...after that you have uninstalledand reinstalled Quicken as well as Adobe Acrobat Reader and still facing same issue. that correct?
5:24:00 AM You That is correct5:24:18 AM Antonio When did this issue begin?
5:24:53 AM You Last night after rebooting the computer. It worked fine when I was attaching thestatements.
Page 1 of Talisma NetAgent Customer Transcript 3
5:25:16 AM You It also works fine if I attach a Word .doc file.
5:25:16 AM Antonio Are you contacting us from within the Quicken program or from a separate browseroutside of Quicken?
5:25:46 AM You I am on a browser outside of quicken.5:25:58 AM Antonio Please create a new file in Quicken through File -> New -> New Quicken File and new file with a name " Test". Then click on "exit setup" button when you are on "Setup" window. Please let me know when you are on new "Test" file.
5:27:17 AM You Done5:27:27 AM Antonio Now duplicate the issue in new file, please check if we are facing same issue in new not. I mean create a dummy account in this "test" file and then enter one transaction. that attach a .PDF file and record the transaction in your account. Then try to open attachment file and let me know if you are facing same issue or not?
5:27:47 AM You OK, will do5:29:42 AM Antonio Please let me know when you are done.
5:31:12 AM You Same error, "Could not find Acrobat External Window Handler"5:31:38 AM Antonio Well, it seems that we are facing this problem due to the application error (Quicken
software) as in the new data file we encountered same error. I request you to uninstall
Quicken and then please reinstall Quicken in a different folder using custom installation.
That will resolve the issue. Do you have installation CD of Quicken?
5:32:32 AM You Yes5:32:50 AM Antonio Please uninstall Quicken from Add/Remove Program list. Be assured that your data would be safe and intact during the uninstall process and let me know when uninstalled.
Make sure that you don't delete any folder.
5:33:06 AM Antonio Let me know when Quicken is uninstalled.5:35:26 AM You Quicken is now uninstalled
5:36:13 AM Antonio Now please create a folder in "C" drive with name "newquicken" and then install again, while installing choose "custom" mode of installation.This will give you option install Quicken in different folder. Please install Quicken in the new folder you havecreated in "C" drive ("C:\newquicken").
5:36:29 AM Antonio Let me know when Quicken is installed.5:36:34 AM You Ok
5:40:15 AM You Quicken is now installed in c:\NewQuicken.5:40:26 AM Antonio Okay. Now please open your file in Quicken and then check if you face any issue you try to open the .PDF attachment from your transaction?
5:40:37 AM You Ok5:42:19 AM You Same exact behavior and error message.
5:42:36 AM Antonio Which version of Windows is running on your system now?5:42:47 AM You WinXP Pro SP2
5:43:11 AM Antonio Are you logged in administrator mode?5:43:15 AM You Yes
Page 2 of Talisma NetAgent Customer Transcript 3
5:43:48 AM Antonio In this case I request you to uninstall and then reinstall Quicken in "selective start mode", that will resolve the issue. It seems that we are facing this issue due to driver other application conflict with Quicken at the time of installation. "selective start installation of Quicken can resolve the issue. May I send you a web page with the "selective start up mode" installation of Quicken?5:44:56 AM You Yes, however, the image function worked yesterday and not today, but I will try anything.
5:45:07 AM System Antonio pushes page,5:45:16 AM Antonio I have pushed a Web page document for you to use. It should have appeared in your
browser above the chat session window. Do you see it?
5:45:22 AM You Yes5:45:29 AM Antonio Given the situation, I'd like to provide you with the answers needed to address your
technical issue. Has my explanation of your next steps toward the solution been clear?
5:46:02 AM You Just a second, I am reading the instructions.5:46:13 AM Antonio Okay.
5:50:41 AM You I have read the instructions, it appears that I have to reboot and therefore will LOSE conversation. Do you have any other suggestions?5:52:08 AM Antonio That is correct. You need to uninstall Quicken and then reboot the computer and then
reinstall Quicken in selective startup mode, that will resolve the issue. If you still issue, please feel free to contact us back, we will be happy to assist you further.
5:53:33 AM You Do you have a case number or something so I don't have to go thru all of these steps if this solution does not work? Have you tried it before with success?5:54:46 AM Antonio Yes, we have the case number. It is : 423586. I understand your concern. I have gone
through my knowledge base and provided you best of information. If you face any
problem, then please get back to us using same e-mail id so that we can track your history.
5:56:03 AM You My email is snipped-for-privacy@hotmail.com, I think this called me Silver88. Username Silver66. Any suggestions?5:57:29 AM Antonio That is correct. Please use this same e-mail id, that will help us to track down your history.
5:58:50 AM You Okay, will do. I will be very disappointed if this does not correct the problem.___________________________________________________________________
Next session:
6:51:34 AM System Welcome Silver88 ... 6:51:36 AM System Connecting to server. Please wait... 6:51:37 AM System Connected to quicken.ehosts.net 6:51:37 AM System Session ID: 423614 6:51:37 AM System Initial Question/Comment: I can't open image attachments in a register 6:52:08 AM System You are being transferred to another Agent. Please stand by... 6:53:22 AM System Antonio has joined this session! 6:53:28 AM Antonio Hi, this is Antonio. Welcome to Quicken Chat for technical support. How may I help you today? 6:54:26 AM You Yes, Antonio. I did everything you asked and still have the same problem with image. See converstion #423586 6:55:34 AM Antonio Please give me a few moments to go through your session. 6:55:40 AM You Okay 6:58:37 AM Antonio Thank you for your patience. I have just checked your session history . Just to be sure, you have reinstalled Quicken in selective startup mode and still find the error message when you open the .QDF attachment from your transaction, correct? 6:58:58 AM You Yes, that is correct. 6:59:25 AM Antonio Please give me a moment... 6:59:40 AM You By the way, it is a PDF attachment, not a QDF attachment. 7:00:07 AM Antonio Yes, I mean .PDF (adobe acrobat). 7:03:10 AM Antonio Just to be sure, was the .PDF attachment working fine earlier in Quicken 2006? 7:03:42 AM You Yes 7:04:22 AM You It was working when I inserted the attachments yesterday. Today, when I opened Quicken, it did not work. 7:05:01 AM You In addition, I can't even insert pdf attachments, but I can insert .doc attachment and view them. 7:05:25 AM Antonio Please give me a moment... 7:10:14 AM You OK 7:12:59 AM Antonio Thank you for your patience. It's important that I provide you with correct information. I am working on your request and will be with you again momentarily. Please hold... 7:13:18 AM You Okay, I appreciate your help. 7:15:03 AM You By the way, the unencrypted attachments open fine when I open them directly from the Quicken Data\Attach folder. 7:16:05 AM Antonio I request you to please open the "my computer" window. After that select the "Tools">>then "Folder Option"... After that select "File Type" and then from the list choose "PDF". 7:18:11 AM You Done 7:18:40 AM You Show Adobe Acrobat 7.0 7:19:34 AM You That is, it shows: "Adobe Acrobat 7.0 Document" 7:21:08 AM System Your agent has been disconnected from the system, you are now being transferred to your original queue. Please stand by... 7:21:08 AM System Antonio has left this session!My wait time just went from 6 seconds to 17 minutes. Intuit sucks!!!!!!!