Document Management - Opening Retrieved PDF's not Loading on Windows 11 PC

Good morning all,

Just wanted to give you a heads up in case anyone else comes across this.

I had a customer site receive two new Windows 11 PCs who use Document Management but when trying to open a Retrieved Document it was just blank….

Pegasus were very good to advise this was related to Windows updates and to remove KB's 5064081 and 5064401

However, our engineering team also found a later KB which was also needing to be removed -

2025-09 cumulative update for windows 11 version 24h2 for x64-based systems (kb5065426) (26100.6584), and the rollup fix for it Package_for_RollupFix~31bf3856ad364e35~amd64~~26100.6584.1.20

Hoping this can be of help/use to someone else.

Regards
Claire

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Comments

john-patterson

Thank you Claire, very helpful info.

richardd

Thanks Claire, also got a customer with the exact same issue. Already spent 2 hours fault finding so will now removed the KB's 😊

Felicity

Thanks Claire, I have just forwarded this info onto one of my customers. Did Pegasus shed any light on when there will be a fix ?

michelle-stewart

You need to be on windows 11 version 24H2 26100.4946 - switch off automatic windows updates, hopefully MS will issue a fix in the next update.

claire-craig

Hi Felicity, I think this one lies with Microsoft and not Pegasus :-)

john-copson

Thanks for the information Claire, once the Windows updates have been removed and the computer rebooted, do you have to install the PDM client again on the machine, as my customer is still having issues.

Thanks

John

Melissa Shinkfield

Hi John,

Pegasus also advised me that there is a newly published KB3637399 Windows AV updates affecting PDM - retrieving the image of a captured document.

Maybe check see if that one is installed on the server and workstations.

Regards

Melissa

john-copson

Hi Melissa,

Thanks for the update on this, will pass this onto the IT company involved.

Kind Regards

John

claire-craig

Hi John, apologies its just been one of those days today…. No I didn't need to reinstall anything after the updates where removed.
I hope the update Melissa gave you has got your customer sorted and thanks Melissa for the heads-up.

Regards

Claire

john-copson

Thanks for confirming Claire, seems like the customers have woken up today and logging tickets left, right and centre.

Kind Regards

John

melissa

No problem John, hopefully it helps.

john-patterson

Hi,

Are there any updates or new knowledge on this?

Do we even think that MS are aware of this issue and will fix it and in which version?

We've found that you can't rollback an update that has been installed for at least 10 days.

claire-craig

Hi John, I've not heard anything. I've a site that got 2 new Windows 11 PCs 3 weeks ago which we had to roll back the Windows versions to fix the Doc. Management problem but since then it has broken being able to email documents from sales processing - we are not sure if the roll-backs caused this but after many days of triaging they've decided to rebuild the PCs.
The site has got another Windows 11 PC which was deployed back in April which is working fine, so I'm asking the engineer to send me through what Windows Version the working Window 11 PC is currently on - I'll post it in here if that would be of any help.
The engineer is then going to clone the disk of the PC working to the latest new PCs in hope we can get both Doc.Management and emailing working again :-(

john-patterson

Thanks Claire, a

jodie

I've been requesting updates regularly. We have several customers affected and one site where their IT refuse to roll back the updates so they have been really stuck.

Has anyone been able to confirm whether this is a Microsoft or a Pegasus issue?

claire-craig

Hi Jodie, that's not good :-(

According to the KB Pegasus published, they are talking to the PDM developers so difficult one to say if its Microsoft or Pegasus…

alan-bourke

Given that it was working and Microsoft Hotfixes (which include updates to the .NET Framework version used by PDM) have stopped it working, I would have to say that it is an issue caused by Microsoft. While it might be something that the PDM developers ultimately end up addressing.

claire-craig

Our engineer has just supplied me with the Windows version Document Management is working on - it is

Microsoft Windows 11 Pro version 24H2 ( 10.0.26100 )

Hoping that can be of some help…..

steve-coe

We are still having issues on that release
One site with the following and all don't work

24H2 26100.4946

24H2 26100.1280

24H2 26100.1970

claire-craig

What is going on, as "24H2 26100.4946" was mentioned earlier in the comments it should be working on :-(

steve-coe

Not sure but we can't rollback on one site now due to Cyber Security requirements, so they are now stuck and cannot retrieve anything. We are going to get more and more until there is a fix for it

claire-craig

That's not great is it :-( We've finally got the two new machines up and running however we had to clone a Windows 11 PC which was on version 24H2 26100.4946 and turned off the Windows Updates which isn't ideal but what can we do.
So just keeping a close eye on KB3637399 for any updates as to when these can be turned back on again or if we're going to have to upgrade Document Management.

steve-coe

No, not great and will only get worse especially anyone with Cyber Essentials Certification as you can't turn off the updates after 2 weeks grace

claire-craig

Good morning all, just to keep you in the loop.
I raised a new ticket with Pegasus this morning asking for an update on the Doc. Management issue as KB3637399 hasn't had any update since 2nd October.
Pegasus have advised this is being taken seriously and they have escalated this as a high priority and the relevant teams are actively looking into it and that they will provide a concrete update as soon as they have further information.
Regards
Claire

john-copson

Hi Claire,

I had the same on my ticket, word for word, this was updated yesterday 15/10/25.

Regards

John

richardd

Snap

steve-coe

As i understand they are speaking with the DM developers to get a fix, but there are no timescales at present on this.

It does appear that 24H2 26100.4946 works after we got the client to check so that is the known version we know works.

There is 25H2 out so we are testing on that too, as we are now getting complaints from a lot of customers, not sure what else to try but we are all in the same boat.

john-copson

Our techies have loaded 25H2 onto two machines, on one machine it didn't make a difference to the PDM issue, on the other machine, we couldn't even get Opera to load, just came up with program error .

Took off the PDM and the Opera client, loaded the Opera client and still got the same message, asked Pegasus about this and they stated that this version of Windows was too new and had not been tested.

steve-coe

OK thanks will cross that one off the list then.

Did they say what version of Windows it has been fully test with ?

steve-coe

The current workaround for this we have found is to not double click to retrieve the document but to select email this item. This then brings up the email with the attachment which you can then open from outlook.

claire-craig

Absolute genius Steve, thank you so much for finding this :-)

Just to advise though, need to ensure the "ROLE" assigned to the Opera3 user has the function to email turned on :-)

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