I got a client on Windows 11 Pro who is using QuickBooks Pro 2024. Prior to this on his Windows 10 PC he could log into his bank and access transactions within QuickBooks Browser to look at his bank statements- they are PDFs, on Windows 10 they opened fine.

When he goes to click on a hyperlink for a pdf statement to load? he gets this instead:

"Error: Failed to Load PDF Document" with a 'reload' button in blue on the bottom right corner.

I already ran QuickBooks ToolHub PDF fix, already turned on .Net 3.5/4.0 and XPS Writer in features and rebooted, reinstalled both QuickBooks and Adobe Reader, updated both to the newest versions, adjusted trusted sites in internet options on QuickBooks and made sure its mirrored in all browsers and control panel, i set default application for PDFs is Adobe Acrobat, adjusted ActiveX Controls (adjusted the scripting, allowed popups etc) in Internet Options within QuickBooks, i also added all the banks related URLs to trusted sites in QuickBooks Internet Options settings, checked that the Adobe Reader Plugin is installed and enabled on all browsers and shows up under plugins when accessing Internet Options in QuickBooks meaning its being detected, i also checked the directory permissions and Temp folder permissions to make sure its setup right and it is: he is the admin and his user is given full control; i even added a reg key to try to point it to the changed/different directory by adding:

[HKEY_CLASSES_ROOT\AcroExch.Document.DC]

@="Adobe Acrobat Document"

[HKEY_CLASSES_ROOT\AcroExch.Document.DC\shell]

[HKEY_CLASSES_ROOT\AcroExch.Document.DC\shell\Read]

@="&Open"

[HKEY_CLASSES_ROOT\AcroExch.Document.DC\shell\Read\command]

@="\"C:\\Program Files\\Adobe\\Acrobat DC\\Acrobat\\Acrobat.exe\" \"%1\""

and rebooted the PC- tried again and same error.

I have tested both XPS and print to PDF and those both work; just any PDF needs to be opened inside of QuickBooks? and it says “Failed to load PDF Document” and when i tested this on the site directly, the hyperlink appears to generate a token that then launches as “SecureFile.pdf” when it resolves.

When my client asks QuickBooks support they either assume he has online and tries to get him to log into online, tries to sell him online, makes him do the PDF fix on Tool Hub, or hangs up on him- i myself am at a loss and this is an issue i am usually able to fix. The support he has gotten thus far? is lousy, and the directory location to Acrobat is different then legacy Acrobat Reader DC- should we attempt to use an older version? What can we do to resolve this as it completely breaks his workflow to a degree that it adds hours to his repeat process within the company file.