Edge shows empty (blank) PDF files

Issue #15842404 • Unassigned

Details

Author
Luca L.
Created
Feb 7, 2018
Privacy
This issue is public.
Found in
  • Microsoft Edge
Found in build #
16.16299
Reports
Reported by 6 people

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Steps to reproduce

Windows 10 x64 FCU 1709 (16299.214)
Microsoft Edge 41.16299.15.0
Microsoft EdgeHTML 16.16299

I have some problems with some PDF files from the net: they open as blank pages without contents, and this happens only with a minority of PDF files.
Some examples:
https://manuals.info.apple.com/MANUALS/1000/MA1595/en_US/ipad_user_guide.pdf
https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/attachment/14573922/8538552/
https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/attachment/14573922/8538551/
https://developer.microsoft.com/en-us/microsoft-edge/platform/issues/attachment/14573922/8538546/

Please, notice the cursor changes shape on empty PDFs when I move over links, even though the page looks all blank white.

Default program to open PDF is correctly set to Edge.
I don’t have Acroba Reader or other PDF hijaking program installed.
Still reproducible using In Private mode connections without extensions/addons.
SFC /scannow command reports everything is ok.
I have no malware or viruses (checked also with Malwarebytes Pro).
I have no AV installed except Defender, nor network issues whatsoever.
The majority of PDF files open correctly, except a few.
Already tried to Reset Windows, and reinstall Edge following guides like: http://www.thewindowsclub.com/reset-microsoft-edge-browser-to-default-settings-in-windows-10 but without success (bug still present).

I’m an advanced user (CLI commands/scripts, regisitry editing etc.) so please, feel free to suggest any complex technical solutions you might think or need as feedback as I love Edge and have no other issues with it! :)

Please see other feedbacks in userfeedback VSO for feedbacks that are tracked by this work item.

h3 {
color:#2f5496;
font-family:Segoe UI;
font-size:small;
padding-left:3%;
}

table {
font-size:small;
width:95%;
}

th, td {
font-size:small;
padding:5px;
}

td {
border:0.5px solid white;
}

th {
background-color:#8B8989;
color:white;
}

.feedback-leftcell {
width:20%;
color:#004d8b;
}

.feedback-row:hover {
background-color:#C4C4C4;
}

#feedback-banner, #feedback-footer {
background-color:#0078D7;
color:white;
width:100%;
}

#feedback-banner td, #feedback-footer td {
border:0;
font-size:larger;
padding:10px;
}

#feedbacksection-v5 {
font-family:Segoe UI;
border:5px solid #0078D7;
border-collapse:collapse;
}

#feedbackdetails-table, #feedbackanalysis-table, #feedbacklinks-table {
font-family:Calibri Light;
background-color:#f5f5f5;
}

            
        

        This Bug was created from feedback triage by Amy Cotlow (Quala Inc)

    



Report Details



    
        Feedback Details

        Description

    

    
        Title

        PDF not loadiang


    

    
        Description

        (No details were provided by the customer)


    

    
        Area Path

        UIF\Microsoft Edge\PDF, EPUB, and reading

    

    
        [Feedback Hub](https://aka.ms/feedbackhuburi/?ContextId=455&feedbackId=841ede3f-43ec-408f-bc1a-9b232f19c1e6&form=1&src=1)

        View this Customer Feedback details and comments in the Feedback Hub app.

    

    
        [Feedback VSO](../7570074/)

        View this Customer Feedback in Feedback VSO.

    

    
        [Upvoted By](https://aka.ms/feedbackinternalupvoters?vsoId=7570074)

        Contact selfhosters that upvoted this issue.

    

    
            Metadata

            [{"SessionId":"9243752011288975086"}]


          



Analysis and Diagnostics


    
        Tool

        Description

    

    
        [Lightspeed Analysis & Cabs](https://aka.ms/waaslightspeed/?txtUifId=841ede3f-43ec-408f-bc1a-9b232f19c1e6&section=Cabs)

        
            
                Looking For CAB files related to feedback?

All extracted CAB contents for this feedback can be accessed
via Lightspeed Analysis, along with Signature hits from the CAB Files.

                Note:

CABs may take up to 12 hours
to process through the
telemetry pipeline. CABs age out and are removed after 60 days
due
to Watson retention policies.

        [Lightspeed Analysis](https://aka.ms/waaslightspeed/?txtUifId=841ede3f-43ec-408f-bc1a-9b232f19c1e6)

        
            
                Analyze the feedback associated with this bug with [Lightspeed Analysis](https://aka.ms/waaslightspeed/?txtUifId=841ede3f-43ec-408f-bc1a-9b232f19c1e6)

                that includes text clustering, similarity analysis, signature data, and device drill information.
            

        

    

    
        [Related Watson Crashes](http://watson/User?Identifier=g:6755408590594217&Expand=true&StartDate=29-Nov-2018&EndDate=29-Nov-2018&DateTimeFormat=UTC&EventCategory=All)

        
            
                
                    Want to view Watson crashes that occurred on the same day from the user who
                    filed feedback?

The Watson Viewer will let you dive into crash data.

        [Device Drill](http://devicedrill/EventBrowser?dataSet=ALL&deviceId=g:6755408590594217&focusTimeStamp=2018-11-29T16:17:56&durationAfterMin=10)

        
            
                Want to view telemetry events from this customer's device?

Device Drill lets
you dive into the telemetry of the device this from which this feedback was filed.

Other Links


    
        Link

        Description

    

    
        [Feedback FAQ](http://aka.ms/FeedbackFaq)

        
            
                See the Feedback FAQ for more information about subjective user feedback.
            

        

    

    
        [Where's my CAB? Wiki](http://aka.ms/whereismycabwiki)

        
            
                If you were expecting a CAB but it does not appear in the viewer, please
                see the wiki for more information.
            

        

    

    
        [Reporting child pornography](http://aka.ms/FeedbackReportAbuseAndChildPornographyWiki)

        
            
                If attached screenshot(s) is child pornography you must report it using
                instructions listed at the link.
            

        

    






    
        
            Be Heard.
        

        
            [
                //aka.ms/feedback
            ](https://aka.ms/feedback)

Attachments

Comments and activity

  • Microsoft Edge Team

    Changed Assigned To to “James M.”

  • Hello,

    Thank you for providing this information about the issue. After thorough testing, we are unable to reproduce this problem in Edge 16299. To give us a better idea of what is happening, please let us know if you are able to pull up the PDF menu and see the table of contents (screenshot attached).

    Best Wishes,
    The MS Edge Team

  • Hello James,
    thank you for your reply. Yes I can see the Table of contents
    (see attachment ‘Index - blank.jpg’).
    What potentially corrupt KEYS can I check in the registry related to PDF visualization through Edge?

  • I’ve spotted a difference between HTTPS sessions between our screenshots. I’ve reproduced it also with a virtual machine: my https looks different (black and white lock with slightly different certificate identification) on the buggy Edge not displaying PDF contents…
    Ideas, suggestions on what should I check in my system?
    [attached new pic ‘Different_https.jpg’]

  • Hello,

    Thank you for providing this information about the issue. I suggest you check the SSL settings in Internet Explorer on the same machine which has the Edge bug. Here are some things to try:

    1. Open IE11 and go to Tools, Internet Options, Content tab, Clear SSL State.

    1. Open IE11 and go to Tools, Internet Options, Security tab, Trusted Sites, click Default Level. Click the Sites button and ensure support.apple.com is added.

    3. Open IE11 and go to Tools, Internet Options, Advanced tab, click the Restore Advanced Settings button. Scroll down the list to the Security section and ensure Use SSL 3.0 is checked
    .

    Best Wishes,

    The MS Edge Team

  • Thanks, I’ve followed your steps but nothing changed: that PDF is still empty opened by Edge :-( HTTPS lock is still black & white, not green.

  • Hello,

    Thank you for keeping us updated. Please try these other recommendations:

    1. Open IE11 and go to Tools, Internet Options, Advanced tab, click the Reset… button.

    1. In Windows10, go to Settings, Apps, Microsoft Edge, Advanced Options, Repair or Reset.
    1. If the problem is still not fixed, please open https://manuals.info.apple.com/MANUALS/1000/MA1595/en_US/ipad_user_guide.pdf in Internet Explorer and click the SSL lock in the address bar, then click View Certificates and attach a screenshot of the general details.

    Best Wishes,

    The MS Edge Team

    1. done
    2. done
      problem with empty PDF still present
    3. when I open the PDF with IE it asks me what to do, when I choose “Open” it calls TWINUI and opens the PDF in Edge (default viewer), so I have no SSL lock in IE, and Edge opens it from file:///C:/Users//AppData/Local/Microsoft/Windows/INetCache/IE/88XTP9TM/ipad_user_guide.pdf…
  • Hello,

    Thank you for the quick response. Please visit https://support.apple.com/ in IE11 and click the SSL lock in the address bar, then click View Certificates and attach a screenshot of the general details.

    Best Wishes,

    The MS Edge Team

  • Here is the pic [ IE11-Edge-Apple_Site.jpg ] merging both IE11 and Edge SSL Lock + View Certificates for IE11 on https://support.apple.com/

  • Another strange PDF: https://www.senato.it/documenti/repository/istituzione/costituzione.pdf
    blank pages only for page 1, 2, 6.
    I can see the text in all other pages.

  • I don’t think it’s a https issue anyway: the (temp) file is downloaded correctly etc. and today I’ve been able to reproduce the HTTPS b/w lock also on another PC, where PDF is displayed correctly [attached pic ‘AnotherPC.jpg’].
    At this point, considering also the issue with file https://www.senato.it/documenti/repository/istituzione/costituzione.pdf where other pages except 1, 2, 6 are displayed correctly I think it could be something in PDF and FONTS handling in Edge.
    Do you know what can I check in my fonts settings and Edge PDF settings? Are there registry keys I should check?

  • Hello,

    Thank you for providing so many updates. This does not appear to be exclusively an Edge issue, despite that it is only happening in Edge. Please follow the CSS escalation process to engage MS support (GES, General Escalation Service) and file a servicing request.

    Support URL: https://support.microsoft.com/en-us/gp/contactus81

    Best Wishes,
    The MS Edge Team

  • Microsoft Edge Team

    Changed Status to “Won’t fix”

  • Bug never fixed, even after upgrade to Windows 10 1803 (April Update 30-Apr-2018)

  • Having this same issue

  • I have this issue, and I know what caused it, but I do not know how to fix it.

    I had a copy of Adobe Creative Suite installed on my machine. I uninstalled the application because they raised their monthly subscription fee 60%.

    After I uninstalled Adobe Creative Suite, MS Edge and MS IE11 stopped showing PDF files. They show a blank page.

    Firefox and Chrome show the same files without issue. And MS Edge on another machine works, but that machine did not have Adobe Creative Suite installed.

    So I think it has something to do with Adobe Create Suite uninstall procedure. I’ve tried repairing MS Edge and resetting MS Edge to no avail.

  • Rob G.
    I never installed Adobe Creative Suite and got it broken. Moreover the bug mentioned in this thread is specific and happens only with SOME PDFs. Most of the PDF are still perfectly opened by Edge.
    If you have ALL PDF now blank you should search Google for something like “Adobe Creative blank PDF” as I remember I read many reports on Adobe broken software causing issues when installing/uninstalling… In short: yours is probably another bug associated to Adobe Suite bugs.

  • I installed iCloud for Windows and One Drive on 06/21/18. These are the only changes I’ve made to my machine in a year. My version of Windows is 10.0.17134 Build 17134, and Windows updates run automatically. I’ve never had Create Suite and I’ve be using Adobe X for years without an issue in Edge. I stopped using IE years ago and I’ve never had any issues with Edge. I think the issue appeared after installing One Drive, but I’m not sure, it could have been after iCloud. I used to be able to double-click any .pdf on any of my drives, but now when I do that Edge appears to open the .pdf, because the .pdf name appears in the tab at the top of the page, and the .pdf tool bar appears intermittently, but that’s it - all the pages are blank. Oh, and it appears I can page through the document because when I do page down and the toolbar reappears it says I’m on a different page (although it’s blank). Did anyone else install either of the cloud-type apps before they encountered this issue?

  • Been trying to figure out what’s wrong, and as a last ditch before I did a reboot to start fresh before making changes to try to fix this, I went into Set Default for Apps. .PDF files were already set to Edge, but I edited the setting and just reset it again. I now can double-click my .pdf files and they open just like they used to. Hope this helps someone else.

  • Bug still unfixed even after new Win10 OS build upgrades.

    Windows 10 x64 1803 (17134.137), Nvidia drivers 398.36 WHQL (1920x1080 75Hz G-Sync display), GeForce Experience 3.7.0.81
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134

  • Experiencing the same bug, however for me it’s after running the PDF through a script to remove the watermark. The parent PDF opens up correctly with the watermark, but the child PDF which is cleaned by the script doesn’t render properly in Edge, however works properly in Chrome.

  • Windows 10 x64 1803 (17134.165) 10-Jul-2018 update
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134

    Bug still unfixed.

  • I’m having the same problem with PDFs generated from my application. I’ve validated the document with two different products, including Adobe Acrobat Pro DC, with no errors. Other PDF documents render properly, such as the “Getting Started” PDF that Dropbox includes in the main folder when an account is created.

    The document in question was generated out of Edge, saved to disk, and then opened successfully in Acrobat Reader.

    Windows 10 Version 1803 for x64
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134

    I’m happy to upload my document or provide more information.

  • Windows 10 x64 1803 (17134.191)
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134

    Bug still present.

  • Windows 10 x64 1803 (17134.228)
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134

    Bug never fixed.

  • Windows 10 x64 1803 (17134.254)
    Microsoft Edge 42.17134.1.0
    Microsoft EdgeHTML 17.17134
    Still unfixed

  • Not sure if this is any help.

    This issue only occurs for us in Windows 10.

    We are currently undertaking Windows 10 testing for an in-house application which opens PDFs and populates these from data retrieved from a database. All internal environments were fine. However, with two external environments, although they could retrieve the PDF, were not populating the document with the retrieved data.
    What has transpired is that the two external environments which didn’t work were addressed via a DNS alias rather than using the direct server names as was the case with the internal environments. Using the DNS alias was not trusted. We noticed when the PDF was opened in these external environments an additional exclamation icon appears at the top left-hand side of the screen. Clicking this gave option to trust a single viewing or to add it to Adobe for all future viewings.

    We have overcome this issue long-term by updating group policy.

  • Bug never fixed. Shame on totally missing support.

    Windows 10 x64 1803 (17763.1)

  • I have the same issue as Luca L., including this item as example:
    https://www.senato.it/documenti/repository/istituzione/costituzione.pdf
    pages 1, 2, 6 are blank, the others are fine.
    If I open the same pdf web links in IE they pages load fine.
    Edge is a piece of s__t! And MS support is utter c__p!

  • Changed Status from “Won’t fix”

  • Please MS do something and investigate the issue reproducible for many users. I offer my collaboration also from remote.

  • Microsoft Edge Team

    Changed Steps to Reproduce

  • I’VE FINALLY FOUND THE CAUSE AND HOW TO SOLVE THE ISSUE!

    It’s happens after you change screen color calibration, when setting a new custom calibration as default for your monitor! From that moment on, some PDFs loaded by Edge will be blank!

    How to solve the issue:

    • run colorcpl.exe
    • enter Advanced tab, and then click button Change system defaults (at bottom). This will open again the same window but in admin mode, to change default settings
    • if you already have some user customized ICC profiles for your monitor under Devices tab, then Remove all of them
    • enter Advanced tab (remember you are in admin mode changing defaults this time)
    • set as Device profile: sRGB IEC61966-2.1 (IMPORTANT!)
    • set as Viewing conditions profile: WCS profile for sRGB viewing conditions (IMPORTANT!)
    • deselect at the bottom Use Windows display calibration in case it was checked

    close everything, and close also all Edge windows if already running…. et voilà!
    Edge will be finally able to display again all PDFs!

  • To be exact, it happens after you change just Device profile and Viewing conditions profile in the Advanced tab of system admin default settings.

  • Hooray !

    This fix worked for me, the PDF’s that were not showing up are now appearing

    Thanks Luca

  • Nice to hear.
    TBH it still sounds strange to me that default color calibration changes can affect Edge’s PDF view mode (only), but that’s without any doubt the origin of the issue.
    Let’s hope now MS will investigate further and find a cure to this weird bug.

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