Check Adobe Acrobat Installation:

If you are using Adobe Acrobat Pro, ensure that you are signed in and that your subscription is active. If your subscription is expired, you will need to renew it. If you do not wish to renew, uninstall Adobe Acrobat Pro and install Adobe Acrobat Reader (Free PDF viewer) instead.

Adobe Acrobat Pro allows you to edit PDFs. Adobe Acrobat Reader allows you to view PDFs. For a detailed comparison, visit the Adobe website.

If you have the Error: Adobe Acrobat is already installed on your machine. Please quit Acrobat and then click Continue to install LEAP for Acrobat Add-on, you may have the incorrect version of Adobe installed. Please uninstall and then install the correct version for your Operating System from Adobe.

As per LEAP System Requirements, the use of alternative PDF handlers is not supported. Adobe Acrobat needs to be installed and set as the default program to open .pdf files.

Adjust Adobe Settings:

1. Open Adobe Acrobat.
2. Navigate to File and click Disable New Acrobat Reader. (You only need to do this step if you are using the free version of Adobe - this is compatible with paid subscriptions).
3. Press the Ctrl key + K to open the Adobe settings window. (Edit > Preferences)
4. Go to the Security Enhanced tab.
5. Untick both of the following options:
   1. Enable Protected Mode at Startup
   2. Enable Enhanced Security
6. Close both Adobe and LEAP.

Repair Adobe Acrobat: 

1. Close Adobe Acrobat.
2. Press the Windows key + R to open the Run dialog.
3. Type appwiz.cpl and press Enter to open the Programs and Features window.
4. Locate Adobe Acrobat in the list of installed programs, right-click it, and select Repair. You may have to select Change > Next > Repair)
5. Follow the on-screen prompts to repair Adobe Acrobat.
6.  Run a LEAP repair.

Relaunch the LEAP add-on in Adobe Tools

1. Press the Windows key + R to open the Run dialog.
2. Type %programdata% and press Enter to launch the File Explorer Window.
3. Navigate to the following folder:  Leap Office > Cloud > Extras > Acrobat Extras. You should now be in C:\ProgramData\LEAP Office\Cloud\Extras\Acrobat Extras
4. Double click InstallLauncher.exe to run it.   
5. Double click LEAPForAcrobatSetup.exe to run it.
6. Restart LEAP and open a PDF from a LEAP matter.

Fix User Profile Issues (If Applicable):

If you're having issues opening the PDF, please follow these steps on the user's PC:

1. Open Command Prompt and type the whoami command.
2. Verify that the user’s Windows profile directory and the output (specifically the top and bottom lines referencing the user) exactly match.
3. Ensure there are no special characters (e.g., &, ', *, etc.) in either of these lines. A Smart apostrophe (’) in the Windows profile name can cause problems when opening PDF files. Certain applications and scripts may not support special characters in file paths, which can lead to errors or prevent documents from opening entirely.

Please contact IT support to create a new user account without special characters in the profile name to avoid these issues.

Check for Corrupted Files:

If you encounter any of the following error messages when opening, combining, or converting documents into a PDF, the issue may be caused by encryption, corruption, or unsupported configuration within one or more of the PDF files:

• "Object already in table"
• "The PDF document is protected with an encryption not supported by PDFsharp"
• "File seems to be corrupted"

Follow these steps to identify and fix the problematic file (s):

1. Open Adobe Acrobat.
2. Adjust the Adobe settings as outlined in step 2 (disable enhanced security and protected mode).
3. Open each document individually to check for  display issues or unexpected behavior.
4. Combine documents in small batches. Begin with two files. If successful, add one document at a time. If the error appears again, the last added document is likely the cause.
5. If the document is already saved in LEAP, export it and attempt to open it outside the system (e.g., in Adobe Acrobat Reader). If it opens successfully, use  Print to LEAP function to save a new copy back into the matter. This will generate a new PDF version, free from encryption or corruption.
6. Replace the original problematic file with the newly printed version and try the combine process again.

After following these steps, restart LEAP and try opening a PDF from a LEAP matter again.