HI,
This was just received from CSA, please share this information with your colleagues. Please contact CSA if you experience any problems that do not fall into one of the categories below.
Thanks
Sherry

Dear CSA Customers:

It has been brought to our attention that some of our users are experiencing some difficulties when attempting to open PDF's. The reason for this is either the plug-in that is installed for opening PDF's within the browser is malfunctioning or you have installed a Symantec product like Norton Personal Firewall (NPF) or Norton Internet Security (NIS). There is also a setting in Adobe Reader that can affect performance during the download process.

Below are some steps that you can take to work around any problems that you may encounter:

Firefox / Netscape

Symptom: During the PDF download you get an error message suggesting that it could not open the PDF and that it was not a supported file type or that the file is damaged. To determine if this is related to NPF or NIS:
- Option 1:
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK
  - Next time you attempt to open the PDF choose to save the file to your computer
  - Right click on the file after you have downloaded it and view the 'properties'
  - The file size will be 0 bites
  - Disable NIS or NPF and the file will download correctly
- Option 2:
  - Close Firefox or Netscape
  - Open the PDF with Internet Explorer
Symptom: When landing on the CSA Illumina screen that reads "please wait while we contact the vendor" the browser hangs and the PDF does not open. This is due to the plug-in that is trying to open the PDF within the browser.
- Steps:
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK and try again

Internet Explorer

Symptom: When attempting to open a PDF the browser becomes a blank white screen. At this point the browser hangs and the PDF does not open. This is due to the plug-in that is trying to open the PDF within the browser.
- Steps:
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Internet'
  - Uncheck 'Display PDF in browser'
  - Click OK and try again
Symptom: The PDF download appears to be working, but very slowly. This is typically due to Adobe attempting to update itself on the fly.
- Steps:
  - You can wait for the update and install to complete, or
  - Close your browsers
  - Open Adobe Reader
  - Go to the 'Edit' menu and select 'Preferences'
  - In the left column select 'Updates'
  - Check "Do not automatically check for critical updates"
  - Click OK and try again.

________________________________________________________________________

***Please note that there is no problem with the data in the actual PDF's. This problem is either plug-in related or interoperability issues with firewall / anti-virus software. We are working directly with Symantec to determine if there is a way to remedy the problem rather than working around it. Another technical notice will be sent pending that investigation.

Please email [log in to unmask] if you have any questions.

J. Eric Montgomery
Supervisor, CSA Illumina Technical Support