PDFs are deleted after opened with Adobe Reader DC

Hi All,

Greetings!

Thanks for your patience and for your cooperation.

After analyzing the logs shared by few users, we found that the primary cause of the file disappearing issue is due to the Forcepoint Endpoint.

Forcepoint has recommended to the users who reported this to their support team to upgrade the application to the latest version 19.06 and it seems that it solves the issue for them.

If you are not using Forcepoint and experiencing the file disappearing issue, then please share the following details so that we can assist you in a better way and get this resolved.

• The version of Adobe Reader installed? To identify, please take help from Identify the product and its version for Acrobat and Reader DC
• The version of the operating system installed?
• The version of the security software installed?
• The complete workflow through which you can reproduce, the issue with basic file open/close workflow or some other workflow such as edit & save.

• Download the Microsoft process monitor tool to collect the logs of the affected machine, download and install it from Process Monitor - Windows Sysinternals | Microsoft Docs
• Run the process monitor tool, perform the steps to reproduce the issue.
• Save the log file from the process monitor tool and share the logs with us in private message only How Do I Send  Private Message | Adobe Community
• Please share a callback number, the best time for callback and time zone so that we can schedule a remote session to analyze and for debugging.
• Share the callback details in private message only How Do I Send  Private Message | Adobe Community

Regards,

Anand Sri.

Hi All,

After investigation, it seems that the Forcepoint Endpoint seems to be the problem and causing this issue, would it be possible to check by disabling the Forecpoint Endpoint.

You may also find the copy of the files in %tmp% folder.

Please let us know how it goes and share your observation.

Thanks,

Anand Sri,

Hi All,

Could you Please check if the file actually gets Deleted from the location or gets hidden at that location.

Can you please check after doing a Refresh (Right click -> "Refresh" (F5) ) and see if the file is visible again after this ?

Also we would need ProcMon Logs to triage this further.

1) Download ProcMon application : from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon ,

2) Launch procmon.exe.

3) Do the Steps/Workflow that you are facing issue with, in Reader DC.

4) Save the logs captured in ProcMon at the end and share that log file with us

You can send those logs to me privately then.

Thanks

Ayush Jain

Hi all,

We're sorry for the trouble, this has been reported to the Engineering team and for investigation would it be possible to collect the Process Monitor logs for the affected machine and share it with me in private message only. To send a private message, please take help from the article How Do I Send  Private Message | Adobe Community

Steps to collect the Process Monitor Logs:

Download Acrobat and Reader Process Monitor Tool - Adobe Labs

• Download the utility from the above link & Double click AcroMon.exe.
• Check Advanced Logging. The default setting just collects minidumps.
• Choose the target application (Acrobat or Reader).
• Choose Start. The application is launched automatically.
• If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
• Perform the workflow where you are seeing the problem (the crash or freeze).
• Choose Stop Monitor.
• If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
• Choose Exit.
• Wait for AcroMonitor icon to disappear from the taskbar (if it does not close, choose Exit).
• Go to %temp%/AcroMon/ to view the logs (C:\Users\<user>\AppData\Local\Temp\AcroMon)
• Upload it to Adobe Document Cloud Storage Adobe Document Cloud
• Generate the share link, and share the link in Private message only How Do I Send  Private Message | Adobe Community

Thanks all for your time and patience thus far.

Regards,

Anand Sri.

Never heard of anything like that happening because of Reader. I would run an Anti-Virus on the computer.