Participant

Answered

Blank screen when password protecting document

Forum|Forum|4 years ago
October 12, 2021
4 replies
20709 views

We use adobe acrobat Pro and when we use the toolbar on the right to try and password protect a document a blank screen pops up that is usually the screen where we do the password protection. This is new when we upgraded to acrobat Pro. It works if we go to the file - properties - security, but this way is a few more steps than just using the toolbar on the right.

PDF forms

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Correct answer alexhtc

We gave up and did a reinstall - this resolved the issue for at least 2 people.

karentxcpa

Participant

Has a solution been found for this? I need to be able to protect documents.

A

alexhtcCorrect answer

Participant

We gave up and did a reinstall - this resolved the issue for at least 2 people.

N

Naabih Sainudeen-FutureX

Participant

Please try the below steps, I got these from Adobe Tier2 support and managed to fix freezing/white banner loading issue after following the same. (Please take a registry backup for safer side)

First close all the task from task manager from creative cloud all apps till acrobat pro dc

Then go to Computer\HKEY_CURRENT_USER\SOFTWARE\Adobe

Delete [ acrobat, adobe acrobat, pdf settings, an alpha numeric folder and acrobat reader [if the folder is present ]

D

David22259786jxe4

Participant

We are also experiencing the same issue for a single user. No luck with resarting or reinstalling the app. The only thing that works temporarily is stopping all Adobe processes and deleting "%appdata%\Adobe" and "%localappdata%\Adobe". However, this only works for a few hours/days and then the issue comes back

Amal.

Legend

Hi there,

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and procmon logs for Win only https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them with us via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

M

M David157F

Participant

Has a solution been found to this problem...I am now on day 13 struggling with this bug in Adobe's product.

A

alexhtc

Participant

We are experiencing the same.

For what it's worth if you open up "Protect" from the Tools menu, then select Encrypt> Encrypt with password - this seems to be the workaround for now.

We updated to latest version, rebooted, cleared preferences - no change - still get that blank box.

Amal.

Legend

Hi there

Hope you are doing well and sorry for the toruble. Please go to Edit (Win), Adobe Acrobat (MAC) > Preferences > General > Uncheck 'Show online storage when saving file' and 'Show online storage when opening file' > Click OK and reboot the application and check.

Regards

Amal

D

Diane21905944psf9

Participant

"Online storage" is unchecked and we are still experiencing the same blank screen. We have the latest software updates and have tried rebooting.

Amal.

Legend

Hi Langdon

Hope you are doing well and sorry for the trouble. AS described you are getting the blank screen pop up when trying to password protect the PDF file.

Would you mind sharing the steps you are doing to password protect the PDF files.

Also please try to update the application to the new version 21.07.20099 recently released. Go to Help > Check for updates and reboot the computer once and see if that works for you.

Regards

Amal