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  • james 37 posts 121 karma points c-trib
    Jul 01, 2020 @ 16:38
    james
    0

    Media Protect 2.1 - Blank PDF pages

    Hi Richard,

    We're having an issue opening a PDF file protected by Media Protect. We're using Media Protect 2.1 on Umbraco 7.7.6.

    When the file is Google Chrome, only the first page loads and the rest of the PDF shows one continuous blank page. If we un-protect the file and open it in Chrome it loads correctly, and it is also fine if I download the file to my PC and open it in Chrome.

    If I can get permission to share the PDF file with you would this be something you are able to look at?

    Thanks

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Jul 02, 2020 @ 05:49
    Richard Soeteman
    0

    Hi James,

    Could be Chrome cache related tried different browser and clearing cache?

  • james 37 posts 121 karma points c-trib
    Jul 03, 2020 @ 09:22
    james
    0

    No, it doesn't look like it's related to the cache. We've tried the usual steps - clear cache, incognito, tried with different people on different PCs, etc. The PDF loads correctly in Chrome when we make it public, it's only when we protect it with Media Protect we get issues.

  • Nuno Azevedo 8 posts 78 karma points
    Sep 09, 2020 @ 09:16
    Nuno Azevedo
    0

    Is there any update on this topic?

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 09, 2020 @ 09:19
    Richard Soeteman
    0

    Are you having the same issue? I can't reproduce it but love to help.

  • Nuno Azevedo 8 posts 78 karma points
    Sep 09, 2020 @ 09:22
    Nuno Azevedo
    0

    I belong to James team and we still have this issue occurring.

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 09, 2020 @ 09:24
    Richard Soeteman
    0

    And could the pdf be shared? You can send it to [email protected]

  • Nuno Azevedo 8 posts 78 karma points
    Sep 09, 2020 @ 10:29
    Nuno Azevedo
    0

    Hi Richard,

    My colleague Nazir just sent you an e-mail with the PDF and further explanations.

    Thank you

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 09, 2020 @ 10:38
    Richard Soeteman
    0

    Hi,

    I just received the mail and tried to open the empty PDF But my pdf reader also refused to open it, not sure what to do with it?

    Why do you have a complete empty PDF?

    best,

    Richard

  • Nuno Azevedo 8 posts 78 karma points
    Sep 09, 2020 @ 12:41
    Nuno Azevedo
    0

    Hi Richard,

    It isn't an empty PDF. I can open it on Acrobat Reader, Chrome, Firefox, etc. The error to open the PDF only occures under the Media Protect.

  • Neil Morphew 3 posts 73 karma points
    Sep 09, 2020 @ 10:54
    Neil Morphew
    0

    Hi Richard

    I'm having the same issue.... it seems to be a chrome issue as it doesn't happen in Edge (new version) or Blisk, and Firefox does display all the pages but does mention that the pdf 'might not display correctly'.

    I can send you a link to the file that won't open correctly but it's (obviously) behind a login process, but i could set you up a quick account so that you could view it if that'll help?

    Thanks

    Neil

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 09, 2020 @ 11:15
    Richard Soeteman
    0

    Is this also one pdf? Others are opening?. The other PDF I just receivced won't open at all so that makes sense it doesn't open in Chrome as well.

  • Neil Morphew 3 posts 73 karma points
    Sep 09, 2020 @ 11:50
    Neil Morphew
    0

    Hi Richard

    it's happening to more than one pdf... I have a second link too.

    When it first started happening I thought it was because the file sizes were too big so I reduced some of the larger pdf's and it did help with some but not all.

    I can send you the pdf's that aren't opening or set you up so that you can see them behind our login process.

    Thanks

  • Nuno Azevedo 8 posts 78 karma points
    Sep 09, 2020 @ 12:42
    Nuno Azevedo
    0

    Hi Neil,

    My bet is also on the file size. We have lots of other PDFs smaller that opens correctly, but the bigger ones are the ones with problems. We have several in this situation.

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 09, 2020 @ 12:43
    Richard Soeteman
    0

    Will check the 5MB file you send later this week..

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 11, 2020 @ 06:51
    Richard Soeteman
    0

    Hi Can you send me one of the large files (larger than 5MB)? Then I can have a look.

    [email protected]

    Thanks,

    Richard

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 14, 2020 @ 09:40
    Richard Soeteman
    0

    Hi All,

    I have fixed this in hotfix below. Sorry for taken so long I couldn't reproduce first. In case of large files Chrome loads the pdf in parts, that caused the issue.

    It is fixed in this hotfix. If you can let me know if it works on your site too I can make an official release.

    Best,

    Richard

  • Nuno Azevedo 8 posts 78 karma points
    Sep 14, 2020 @ 13:57
    Nuno Azevedo
    0

    Hi Richard,

    I've just tried and I can confirm that the PDF is already opening on Chrome, when under Media Protect.

    Can you please reply here when you release the official version, please?

    Thanks, Nuno

  • Neil Morphew 3 posts 73 karma points
    Sep 15, 2020 @ 09:16
    Neil Morphew
    0

    Hi Richard

    just installed the hotfix and all is working on our website.

    Many thanks for your efforts.

    Neil

  • Nuno Azevedo 8 posts 78 karma points
    Sep 30, 2020 @ 09:14
    Nuno Azevedo
    0

    Hi Richard,

    Do you have any estimation when the oficial release with this fix will be available?

    Thank you, Nuno

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Sep 30, 2020 @ 12:18
    Richard Soeteman
    0

    I think next week.

    Best,

    Richard

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Oct 06, 2020 @ 10:07
    Richard Soeteman
    0

    Hi All,

    I've just updated MediaProtect both versions for Umbraco V7 and 8 include this fix.

    Sorry for the delay and hope this helps.

    Best,

    Richard

  • jakub hromada 8 posts 98 karma points
    Nov 03, 2020 @ 11:08
    jakub hromada
    0

    Hi Richard,

    Unfortunately the hotfix hasn't worked for me but I think that I got to the bottom of it - the issue only exists for pdf's that are optimized for web (linearized). If you protect a large pdf that is not optimized for web and try to download it on Chrome, then you'll never experience the issue.

    Steps to replicate:

    1. Create and export a pdf (in Word for example) - 6MB size
    2. Optimize pdf using for example https://www.pdf2go.com/linearize-pdf
    3. Upload the pdf to Umbraco and protect it
    4. Download the file on Chrome - the package will cause the file stop loading the pdf after the first, I'd say, meaningful paint.

    To note:

    • If I don't protect the file, the optimized pdf is loaded on Chrome with no issues.
    • If I don't optimize the file, I can protect it and the media protect plugin works on Chrome with no issues.

    Please let me know if this can be looked at. I can also send you over my pdfs and give you access to back-office if needed.

    Thanks Jakub

  • Richard Soeteman 3920 posts 12267 karma points MVP
    Nov 03, 2020 @ 11:18
    Richard Soeteman
    0

    Hi Jakub,

    What is causing this behaviour is that Chrome PDF reader is doing a second request which is not authenticated of course and then you have the blank pages. This can only be fixed in Google Chrome PDF reader where they need to send the authentication headers as well.

    In your case best not to optimize the pages that need to be protected.

    Best,

    Richard

  • jakub hromada 8 posts 98 karma points
    Nov 03, 2020 @ 15:37
    jakub hromada
    0

    Thanks for the explanation Richard.

    Jakub

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