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Lauren34354433t5ov
Participant
June 19, 2024
Question

Image issues

  • June 19, 2024
  • 1 reply
  • 417 views

Hello,

I am reaching out here as I've had no success within my organizations technology department as getting a resolution. 
When I am using Adobe the program seems to have some issues when I try to grab informaiton, copy and paste, or even run my mouse over the program while it is showing an image. I am attaching two examples here as I have examples since November of 2023 with no resolution and its starting to really mess with my quality. 

Images will join with another image, it doesnt always happen but when it does happen it can sometimes be noticable and sometimes not. I have plenty more videos and snips to view. 



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1 reply

Souvik Sadhu
Community Manager
Souvik SadhuCommunity Manager
Community Manager
August 1, 2024

Hi @Lauren34354433t5ov,

 

Hope you are doing well. Sorry for your experience with Acrobat!

 

From the description, I am curious about how the file was created. Is this a template created in InDesign or any other PDF creation tool, then used in Acrobat to fill in the details?

 

Also, would you mind sharing a few more pieces of information for further investigation:

1. The app version number of Acrobat (go to help-> About Acrobat Pro DC);

2. The OS version number;

3. The original file you experienced issues with;

4. A screen recording of the entire event for a better understanding.

 

Meanwhile, please update the application to the latest version (go to Help-> Check for Updates).

 

Also, we can try checking the rendering style using the preferences. 

Go to Menu (top left hamburger button)-> Preferences-> Page Display and uncheck the checkboxes in the screenshot below.

 

Look forward to hearing from you.

 

-Souvik

L
Lauren34354433t5ovAuthor
Participant
August 2, 2024

Hello,


Thank you for reaching out. The App Version is 2024.002.20759, continuous release. I can not send over the files as I work for a compnay that requires PHI be kept private and I can only send redacted or snips of what I am experiencing to try to get help. 

I wills say I have had no luck getting this fixed even after installing a diagnoistic tool supplied by Adobe and sending the file back to them. Thats after 8 months of issues. 

Souvik Sadhu
Community Manager
Souvik SadhuCommunity Manager
Community Manager
August 2, 2024

@Lauren34354433t5ov Thanks for the details. 

 

Would you mind updating the app to the latest version and checking? 

You can check for updates by going to Help-> Check for Updates.

 

If not available, you can manually download the installer from here: Download Acrobat installer for Enterprise term or VIP license (adobe.com)

 

-Souvik

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