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manuelc19497058
Participant
Oct 13, 2022 6:00 PM UTC
Answered

An internal error ocurred

Hi, How can I fix error code:  " An internal error ocurred " it comes up every time I try to open a pdf  and freezes

 

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    RedFeathers
    RedFeathersCorrect answer
    Inspiring
    Oct 20, 2022 6:58 AM UTC

    @markelrayesfound a solution on another thread.

     

    "I FOUND A SOLUTION.

     

    I had to go C:\Users\[me]\AppData\Local and right click the Adobe folder, click properties and go to security tab. I had a bunch of left-over "Account Unknown" listed besides my three main ones (System, [me], Admin). I deleted all the account unknowns."

     

    If you can't delete all the Account Unknown files through "EDIT", select "ADVANCED" and remove them.

     

    Spread the word. I didn't even have to reboot after doing this and my error disappeared.

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    33 replies

    Kaltwor
    Participant
    Dec 23, 2023 12:55 AM UTC

    This really could use some official documentation from Adobe. I'm sure they know about it the issue, and why it is caused. Very frustrating to have to scour forums to fix this kind of thing.

    This resolved my issue. I did initially get an error deleting the account, but I deleted the otherones beneath it and hit apply. This automatically deleted the account I could not remove.

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      gavarnos
      Participant
      Mar 15, 2023 7:33 AM UTC

      For those who found they didnt have multiple users in the security tab of the appdata folder as suggested like for my client yesterday I found a solution that appears to be permanent though you will likely have to backup any preferences.

       

      I removed Acrobat via the CC app, uninstalled CC then ran the Adobe CC Cleaner tool.  Opened task manager, end tasked for anything Adobe related (there were 3/4 processes in there still related to Acrobat/Adobe) then after opening %APPDATA% in explorer I deleted each of the Adobe app folders in Local, LocalLow and Roaming.

       

      After reinstalling it now works perfectly.  Hope that helps for the rest!

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        Souvik Sadhu
        Souvik Sadhu
        Legend
        Mar 15, 2023 4:10 PM UTC

        @gavarnos Thank you for sharing the solution that worked for you. Would you mind getting on a call with our product team to share your findings and help us find a solution in the upcoming updates?

         

        If yes, please share your Email address, time zone, and preferred time so I can share an invite for a small connect.

         

         

        Also, if anyone experiences the same issue, it will be helpful

        1. If we can get a video of the workflow? 

        2. Please include a snapshot of the task manager when the problem occurs.

        3. Please share this file: C:\Users\UserName\AppData\LocalLow\Adobe\Acrobat\DC\Exchange-ProMessages 

         

        This will help our team investigate better to get to a concrete solution.

         

        -Souvik

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        gavarnos
        Participant
        Mar 15, 2023 4:48 PM UTC

        Hi Souvik

        Yeah that's fine. This is my email address, [PI removed by moderator], I'm from
        the UK so its GMT and weekday mornings from 9am onwards are fine for me.
        Tomorrow for sure I am free.

        Kind regards
        [P.I Removed by moderator]

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        RUBEN DARIO28587448kdlt
        Participant
        Feb 25, 2023 12:50 PM UTC
         
        RedFeathers • Participante , 19 de octubre de 2022

        @markelrayes encontró una solución en otro hilo.

         

        "ENCONTRÉ UNA SOLUCIÓN.

         

        Tuve que ir a C:\Users\[me]\AppData\Local y hacer clic derecho en la carpeta Adobe, hacer clic en propiedades e ir a la pestaña de seguridad. Tenía un montón de "Cuenta desconocida" sobrantes en la lista además de mis tres principales (Sistema, [yo], Administrador). Eliminé todas las cuentas desconocidas".

         

        Si no puede eliminar todos los archivos de la cuenta desconocida a través de "EDITAR", seleccione "AVANZADO" y elimínelos.

         

        Difundir la palabra. Ni siquiera tuve que reiniciar después de hacer esto y mi error

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        manuelc19497058Author
        Participant
        Oct 18, 2022 6:29 PM UTC

        The OS is Window 10 version 21H2

         

        Acrobat was reinstalled after running Clean Tool from Adobe and is the latest CC version.

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          Dandy Dani
          Participating Frequently
          Oct 18, 2022 5:29 PM UTC

           I am having this same issue for 2 days and I am getting frustrated. I have uninstalled and resintalled 2 or 3 times. I have contacted adobe support and I have contacted our IT team at work. Any pdf I click on in onedrive or our company server says INTERAL ERROR and freezes and crashes everything. I cant even attach more than 1 pdf to an outlook email without outlook freezing and crashing. Appears to only be PDF files too.

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            RedFeathers
            RedFeathers
            Inspiring
            Oct 20, 2022 6:59 AM UTC

            Try deleting the Account Unknown files like I mentioned in my comment on the original post.

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            t.j.j.w85039835
            Participant
            Nov 7, 2022 11:57 AM UTC

            This works for me but after reboot the problem is back I now have to manually remove the accounts each time I use the compute. There must be a better way 😞

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              Meenakshi_Negi
              Meenakshi_Negi
              Legend
              Oct 14, 2022 8:34 PM UTC

              Hi manuelc19497058,

               

              Sorry about the trouble caused.

               

              Please let us know if the issue has started occurring recently.

              Would you mind sharing the Acrobat and OS versions on the machine?

              It would be helpful if you could share the screenshot and video of the workflow you do. That will help us in investigating this issue.

               

              Thanks,

              Meenakshi

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              RedFeathers
              RedFeathers
              Inspiring
              Oct 17, 2022 11:55 AM UTC

              I see from other threads that Manuelc has a similar problem as I have. When I click on a pdf in File Explorer the error pops up, and there is no preview in the preview pane.

              I don't work in Acrobat DC often so I'm not sure if it happens inside the software too.

              If I try to open a pdf in another program like CorelDraw, it will give the error, but still allows me to open the file.

               

              Windows10 Home 64-bit OS Build 19044.2130

              Adobe Acrobat Pro Continuous Release Version 2022.003.20258 64-bit

               

              I have had this issue since mid-September, I have uninstalled and reinstalled the program multiple times.

              Attached is a screengrab, it doesn't matter what size the pdf is.

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                Lussaz
                Participant
                Apr 25, 2023 8:48 PM UTC

                I love you RedFeathers. And you Adobe "Experts" I just simply feel nothing for you.

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