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dorothyb82692127
dorothyb82692127
Participant
October 2, 2018
Question

Cannot Save after update

  • October 2, 2018
  • 1 reply
  • 409 views

The update was downloaded today, but when I tried to save a document in progress, it shows a blank window and will not allow me to save or save as. Had a lose a lot of work! How do I fix it?

    This topic has been closed for replies.

    1 reply

    Sunil_Soni
    Adobe Employee
    Sunil_Soni
    Adobe Employee
    October 3, 2018

    Hi dorothyb82692127,

    Apologize for the inconvenience caused.

    If the issue still persists, we would require following information to understand the issue better:

    • Environment/Platform/System information
    • Application (Acrobat/Reader) version
    • Does other views like Document Cloud, My Computer, etc. in home are working as expected?
    • If observing blank view, go to Task Manager(WIN)/Activity Monitor(MAC)
      • check whether a process named "RdrCEF" is running or not?
      • If running, is it in a hanged state?
      • If hanged
        • WIN: right-click on the process and create the dump file and share with us.
        • MAC: select process-> click setting icon above to expand the drop-down options -> take Sample process and Run Spindump and share both with us
    • Check if Rdrcef.exe is crashing [Go to task manager(WIN)/Activity Monitor(MAC) -> observe PID of AcroCEF/RdrCEF processes, it changes]
      • WIN :
        • enable the Windows crash reporting WER feature. Steps to enable crash dump creation: Collecting User-Mode Dumps (Windows)
        • OR You can also use the attached registry key to enable the automatic crash dump creation. This will place the dump at C:\Dumps\. dump.reg
      • MAC:
        • Go to Console -> User Diagnostic Reports
        • Share reports name starting with "AcroCEF"/"RdrCEF"
    • If possible, share a video reproducing the problem.
    • Kindly share the contents of following locations :
      • WIN
        • For 64 bit machine go to :
          • C:\ProgramFiles(x86)\<Reader/Acrobat installation>/WebResources/Resource0
          • C:\ProgramFiles(x86)\<Reader/Acrobat installation>/AcroCEF
        • For 32 bit machine go to:
          • C:\ProgramFiles\<Reader/Acrobat installation>/WebResources/Resource0
          • C:\ProgramFiles\<Reader/Acrobat installation>/AcroCEF
      • MAC :
        • /Library/Application Support//Adobe/Acrobat/<Track>/WebResources/Resource0
        • Content of Acrobat
          • /Contents/Frameworks/AcroCEF Helper
          • /Contents/Helpers/AcroCEF/AcroCEF

    Please share required information to debug the issue further.

    -Thanks

    Sunil Soni

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