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Unable To Open PDF Files With The DMS PDF Viewer

Intuit Help

Unable To Open PDF Files With The DMS PDF Viewer

When attempting to open a PDF file within the Document Management System (DMS) program, the computer locks up and the DMS PDF Viewer does not display the PDF.


This issue may be caused by either a damaged PDF file or a bad installation of the DMS program.

Follow these steps to verify you can open the PDF file with your default PDF Viewer application (Adobe Reader):

  1. Right-click on the PDF file in DMS and click Launch Outside DMS.
    • Note: If the PDF does not open or you get an error trying to view it with Adobe or you default PDF Viewer, the file may be damaged.
  2. Re-print the document to DMS or re-scan it back into DMS.
If you can view the PDF and it's readable outside of DMS, then continue to the following steps to correct this issue.
Note: Attempt to view the PDF file after performing each step below.
Windows Vista, 7, 10 and 8:
  1. On your keyboard, press the Windows key and R.  Type control panel and click OK.
  2. Click the Programs and Features applet.
  3. Double-click the Lacerte DMS or ProSeries DMS.
  4. Select Repair and follow the on-screen instructions.
Windows Vista, 7, 10 and 8:
  1. Close all applications.
  2. On your keyboard, press Windows key and R.  Type %temp% and click OK.
  3. Press CTRL + A on the keyboard to select all the files and folders.  This may take some time to if there are several thousand files/folders residing in the Temp folder.
  4. Once all files are highlighted, simultaneously press the SHIFT + DELETE keys on your keyboard.
  5. Click Yes to confirm the deletion of the multiple files/folders.
  6. If prompted with a message about deleting read-only files, choose Yes to all.
  7. If a message stating that a particular file is unable to be deleted, then click OK and then hold down the CTRL key and click the file that was referenced in the message to exclude the file from the deletion process.  Repeat this process if this occurs on more than one file.
Having an anti-virus program with real-time file scanning may affect the performance of the DMS program. Please contact your anti-virus programs support site for information as to how to exclude the folders listed below from real-time scanning.
Exclude the DMS program folder:
For Windows Vista, 7, 10 or 8:
  • C:Program FilesIntuitDMS (if 64-bit, C:Program Files (x86)IntuitDMS )
  • C:ProgramDataIntuitDMS
Exclude the DMS database folder:
If the DMS database is located on a network share, then the shared DMS database folder would also need to be excluded.  To find the location of the DMS database, open the DMS program.  The Current Database Path will display the database location at the bottom of the program window.
Exclude the DMSTEMP folder:
Some real-time anti-virus applications will scan files on the %TEMP% folder.  The DMSTEMP folder, which resides in the %TEMP% folder, may also need to be excluded.  Refer to the Delete Temporary Files steps above for the location of the %TEMP% folder.

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