Acrobat reader can't read some PDF files under AVG Ultimate is fully enabled

General discussion
5

Hi Dan,

We're glad to look into this & help you.
Please let us know the version of AVG installed on your Windows 8.1 (Open AVG - Menu - About).
Meanwhile, please check if Adobe Reader is blocked from accessing the files in protected folders by the AVG components.
You can follow the steps in this article to review/manage the blocked/allowed apps in AVG program.
Regarding Chromecast, please disable firewall once & check if it helps (Open AVG - Web & email - Open Enhanced firewall - click on toggle bar).

2

Hi, thanks for your response.

Software version: 21.11.3215(build21.11.6809.439)
UI version 1.0.643

>>You can follow the steps in this article to 
>>review/manage the blocked/allowed apps in AVG program.
Acrobat Reader DC was added according to the recommended
article.  I still have the same problem.

screen shot of the "Blocked & Allowed apps" settings

>>Regarding Chromecast, please disable firewall 
>> once & check if it helps 
>> (Open AVG - Web & email - Open Enhanced firewall - click on toggle bar).

If I disabled firewall, my chromecast devices can be detected and
I can cast via Google chrome.  Of course when firewall is enabled, the system can't see the chromcast devices any more.

thanks.

1


After I installed AVG Ultimate on my Windows 8.1 with "Sensitive Data Shield" enabled, 
the Adobe Acrobat Reader DC version 2021.011.20039 can't read most of my
old PDF files.  The error I got from Acrobat is: 

    There was an error opening this document.  Operation did not complete successrully
    because the file contains a virus or potentially unwanted software.

I had AVG scanned the file.  No virus!.   Some PDF files were read ok.
However, if I turned off "Sensitive Data Shield", everything worked fine.

Things I tried:

   - Hit "Privacy" button from the main GUI
   - On the "Privacy" page, hit "open"
   - On the "Sensitive Data Shield", select enable check button
   - Hit "SCAN FOR SENSITIVE DOCUMENTS"
   - Deselect all files in the found sensitive documents list
     to not protect them
   - Try to open those PDF files again, I got the same errors

   However, if I disabled "Sensitive Data Shield", Acrobat Reader
   can open those files fine.

3

Thank you for providing us the info, Dan.
In order to further investigate & make this process easier, we'd suggest you to take advantage of our additional support by following the steps in the email that has been sent to you.
Thank you for your understanding in advance!

4

Hi Dan,

We're glad to look into this & help you.
Please let us know the version of AVG installed on your Windows 8.1 (Open AVG - Menu - About).
Meanwhile, please check if Adobe Reader is blocked from accessing the files in protected folders by the AVG components.
You can follow the steps in this article to review/manage the blocked/allowed apps in AVG program.
Regarding Chromecast, please disable firewall once & check if it helps (Open AVG - Web & email - Open Enhanced firewall - click on toggle bar).