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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?
Could be Chrome cache related tried different browser and clearing cache?
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.
Is there any update on this topic?
Are you having the same issue? I can't reproduce it but love to help.
I belong to James team and we still have this issue occurring.
And could the pdf be shared? You can send it to [email protected]
My colleague Nazir just sent you an e-mail with the PDF and further explanations.
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?
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.
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?
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.
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.
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.
Will check the 5MB file you send later this week..
Hi Can you send me one of the large files (larger than 5MB)? Then I can have a look.
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.
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?
just installed the hotfix and all is working on our website.
Many thanks for your efforts.
Do you have any estimation when the oficial release with this fix will be available?
I think next week.
I've just updated MediaProtect both versions for Umbraco V7 and 8 include this fix.
Sorry for the delay and hope this helps.
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:
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.
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.
Thanks for the explanation Richard.
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