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Unable to open PDF documents

Every time I try to open a PDF document, either from a website or from email, a message comes up saying "'file name' contains a virus and has been deleted"

It has only started doing this recently and I cant open PDF documents which I cold open a few weeks ago!

They are coming from a trusted source so i know they do not contain viruses.

Can you help please?

4 Replies
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Message 2 of 5

Re: Unable to open PDF documents

Hello @KellyB7 

We are sorry that McAfee WebAdvisor is blocking PDFs when you download. We request you to try uninstalling WebAdvisor from the browser and also from control panel and reinstalling it. Please follow the below Article on how to reinstall WebAdvisor

How to download and install McAfee WebAdvisor

Also, could you please let us know the WebAdvisor Version, Browser and its version and McAfee Anti Virus installed on your computer.

Also please provide screenshots of McAfee blocking the download.

Regards,
Madhan M

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Re: Unable to open PDF documents

Hello,

We have McAfee Livesafe Version 16.

Our computer uses Windows 10.

I have tried using Microsoft Edge, Internet Explorer and Google Chrome and none of them will let me open a PDF.

I have attached an image showing the message I am getting.

I am a bit concerned with uninstalling McAfee as we pay for our subscription.  When I re-install it again will it keep our subscription information - we wont have to pay again?

Regards

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Message 4 of 5

Re: Unable to open PDF documents

Hello @KellyB7 

You don't have to pay once again if you want to reinstall. As far as you have a valid McAfee Subscription, the product can be reinstalled.

So, please follow the steps provided in the above article and let me know the outcome.

Regards,
Madhan M

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Message 5 of 5

Re: Unable to open PDF documents

Hello @KellyB7 

Please let us know if the issue is fixed or still occurs.

Regards,
Madhan M

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