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juanitap42378278
Participant
August 22, 2017
Question

need help ASAP

  • August 22, 2017
  • 1 reply
  • 309 views

I am in the middle of assessments and want to save my documents but when pressing save or save as the box comes up blank. I tried opening up other files and that works fine. It only comes down to when I'm trying to save documents that I cant go any further.

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    1 reply

    Sunil_Soni
    Adobe Employee
    Sunil_Soni
    Adobe Employee
    August 23, 2017

    Thanks for bringing it to our notice.

    Please update application via Help->Check for updates to be on latest and safest version of Acrobat/Reader and restart the machine.

    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, Save As Dialog, Send and Track, Send for Signature etc. 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 these two locations :
      • 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

    User can share logs/dumps/sample files with us via Adobe Send https://cloud.acrobat.com/send or any medium you are comfortable with.

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