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"The linked image cannot be displayed" message or blank screen when printing PDF report in SendSuite Tracking

Learn how to resolve a blank grey screen or the error "The linked image cannot be displayed" when trying to print a PDF report in SendSuite Tracking.
Products affected: SendSuite® Tracking, Adobe Reader XI

Issue

When printing a report in PDF format in SendSuite® Tracking, the Smart Client displays a blank grey screen or a small white screen with the message "The linked image cannot be displayed". This occurs when the computer has Adobe Reader XI and a standard (non-administrator) Windows user is signed in.

Cause

This is caused by a security setting in Adobe Reader.

Resolution

  1. Open Adobe Reader XI.
  2. Select Edit > Preferences > Security (Enhanced).
  3. Uncheck Enable Protected Mode at Startup.
  4. Select OK.
  5. Close Adobe Reader.
  6. In SendSuite Tracking, generate the PDF report again.

For more information, see Adobe's website.

If this does not resolve the issue, contact software support.

UPDATED: June 12, 2023