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Question

Acrobat, Rich Media, and the 'non-tech support infinite loop': - Problem Description

Forum|Forum|6 years ago
July 4, 2019
4 replies
1701 views

This behavior is consistent when Acrobat is first invoked after a user logs in and invokes Adobe (Reader or Pro):

Video does not appear until Acrobat Pro or the Acrobat Reader gets to the next page – even though the advanced settings have been set otherwise
Video does not start playing (while it is on the wrong page), until I start to scroll upwards toward the page in which the video is supposed to appear

Once the video starts to play, in either Acrobat Pro or the Acrobat Reader, Acrobat works fine from that point forward

Given the known Security Issues of Adobe, if my clients’ first encounter with Acrobat is unusual or abhorrent behavior by the Acrobat Reader, there’s a chance they won’t even read the document – I wouldn’t if I was in their shoes

I have contacted Tech Support, at least a half dozen times over the last month, and each time they would claim they would escalate this issue. This issue has already been ‘escalated’ 6 times with identical results, in terms of how Adobe support has not resolved this issue.

In fact, I am in the midst of the 7^th escalation - I was informed yesterday on 7/1/2019 that another ‘Senior’ Adobe support rep would contact me in 24 hours, and today, after waiting 24 hours, I called and I was told that someone would contact me, “any minute” – that was at ~ 5pm EST, it is now 9pm EST on 7/3/2019, and I have yet to hear from Adobe.

I even allowed Adobe to video-tape the behavior on several occasions – but no one from Adobe support has demonstrated the wherewithal to watch the taped Acrobat behavior before calling me.

Therefore, every time Tech Support escalation staff calls me back – 6 times between 6/4/2019 and 7/4/2019 -- I have to re-show the behavior to a another rep, who in turn will state that Adobe will call me back with a solution, that the issue has been escalated.

I have been going back and forth with Adobe over a month on this issue and have dealt with at least a half dozen of Adobe’s Tech Support staff. At this point, they can be aptly described as ‘non-supportive’.

If Adobe has released a defective product, and this is known issue that they can’t fix, I wish they would stop wasting my time and admit it.

I made a quick video that describes how Acrobat malfunctions when adding videos (aka ‘Rich Media’). I am attaching the video to this forum.

Can any of you possibly help me? Any Ideas?

This topic has been closed for replies.

ls_rbls

Community Expert

Hello,

I have created some slides and hope this will share some insights for you.

First off, I have to correct myself when I said earlier "to see if you can try and lock the rich media field or assign a different tabbing order". This only apply to other objects such as an image field, text fields and such. You are not able to assign tabbing numbers to this rich media video field.

You may, however, right-click on the selected video window, select Properties---> Edit Video ----"Launch Settings" tab.

and choose not to play the content as a floating window.

From the drop down lists in Activation Settings goto "Playback Style" and see if instead of selecting "Play content in floating window" choose "Play content on page" and this will lock the video to play in just that area of the page when the user clicks on it.

In the slides below, these are the settings that I would check further if the first method on the prior slide does not work.

Lastly, you should seek additional reference here :

https://helpx.adobe.com/acrobat/using/adding-multimedia-pdfs.html

Specifically in the areas that I circled in this last slide as shown below

Please post back and share if modifying any these settings helped resolved your issue.

ls_rbls

Community Expert

Hello again,

I forgot to add in my previous mesdage, to also check the tabbing order in your document.

The way that the video window began to play almost on the next page made me believe it could also be related to the tabbing order in your document.

Are you familiarized with how to organize the navigation of fields and other objects by rearranging the order of the document tabs ?

ls_rbls

Community Expert

Hello,

I read the word "video-tape" and suddenly found myself in memory lane; for a moment I felt like "Doc" from "Back to the Future" ( with Michael J. Fox)... i remember those days of video taping.

I haven't heard of the videotaping term since after the Y2K bug.

By the way, If you really video-taped that youtube clip, the resolution is outstanding.

I carefully watched your clip a several times and you have a message that pops on top below the tool bar ribbon... Before the user plays a video or works on the document they need to click on that and enable all features. I did not see in your video the mouse pointer hovering over that and actually enabling 3D content.

The other thing I noticed is the size of the video player window scrolling on its own to the next page. Can you select the prepare document addon tool and when the document opens up in edit mode, right-click on the video field, select properties and see if checking the checkbox to "Locked" will keep this video window locked in its original place when the user clicks on play.

Another setting I would check ia the type of default video player that is configured in your adobe product as the default, see if defaulting the video player to another helps.

I will try to recreate your scenario in my computer and on my next reply I will share a few slides for your consideration and see if this helps.

Abambo

Community Expert

Discussion successfully moved from Adobe Creative Cloud to Acrobat General Troubleshooting

ABAMBO | Hard- and Software Engineer | Photographer

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