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Rick Kulacki Jr.
New Participant
September 6, 2022
Question

Internal Error Message when opening View in Menu Bar

  • September 6, 2022
  • 6 replies
  • 11278 views

I have a user that has Adobe Acrobat DC installed on their system (Win 10, build 21H2). They are having an odd issue where anytime they go to the View tab in the Menu Bar, Acrobat will pop up a dialog box "An internall error has occurred" about 5 or 6 times. This happens with either any PDF loaded, or nothing loaded except the application.

 

I have already performed a full uninstall/reinstall of the software earlier, which did not resolve the issue. I also had them sign out and sign back into the application, with no change. No other users are reporting this issue at this time.  I also disabled protected mode to see if this fixed the issue and it did not. 

 

Any insight on how to resolve or where to look?

This topic has been closed for replies.

6 replies

sukuece619@gmailcom
sukuece619@gmailcom
New Participant
February 23, 2023

This works. 

Windows file Explorer > View > Deselect preview pane

    J
    Julius Garrett
    New Participant
    March 31, 2023

    I tried this on my PC/Laptop running Windows 11 and it does not work. The View menu still remains stuck in Adobe Acrobat Pro DC, will not close or all selecting any item.

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    November 7, 2024

    Hi @Julius Garrett 

     

    Hope you are doing well and sorry to hear that.

     

    Would you mind collecting the logs as requested below so that we can isolate the issue for the fix

     

    1. AccessEnum Tool
    a. Download the Tool https://learn.microsoft.com/en-us/sysinternals/downloads/accessenum
    b. Run AccessEnumTool
    c. Go to Options
    d. Click on “File display options”

     

     

     

    e. Select “Display files with permission that differ from parent”
    f. Click OK
    g. Choose folder “C:\Users\<username>\AppData\Local\Adobe” in dialog box and press enter.
    h. Save the result (Adobe_Local.txt)
    i. Choose folder “C:\Users\<username>\AppData\LocalLow\Adobe” in dialog box and press enter.
    j. Save the result (Adobe_LocalLow.txt)
    k. Choose folder “C:\Users\<username>\AppData\Roaming\Adobe” in dialog box and press enter.
    l. Save the result. (Adobe_Roaming.txt)
    2. ProcessMonitor tool
    a. Download from here https://learn.microsoft.com/en-us/sysinternals/downloads/procmon
    b. Run ProcessMonitor (Procmon.exe)
    c. Start capture on ProcessMonitor.
    d. Perform the workflow where error occurs.
    e. Stop capture on ProcessMonitor
    f. Save the logs (Adobe_ProcMon.pml)
    3. Copy these folder into Adobe_AppData :-
    a. C:\Users\<username>\AppData\Local\Adobe
    b. C:\Users\<username>\AppData\LocalLow\Adobe
    c. C:\Users\<username>\AppData\Roaming\Adobe
    4. Compress the folder Adobe_AppData to Adobe_AppData.zip
    Send us :-
    1. Adobe_AppData.zip
    2. Adobe_Local.txt
    3. Adobe_LocalLow.txt
    4. Adobe_Roaming.txt
    5. Adobe_ProcMon.pml

     

    Please share the logs via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

    Regards
    Amal


    Hi Everyone, 

     

    We are live with the latest release (2024.004.20243).

     

    Please update the app and let us know if the issue stands fixed for you.

    To check for updates, click on Menu-> Help-> Check for updates.

     

    -Souvik

    ls_rbls
    ls_rbls
    Braniac
    November 5, 2022

    ++Adding to the discussion

     

    All concerned,

     

    Please evaluate my remarks in the link posted below.

     

    I've been trying to help other users with the same (or similar) issue:

     

    J
    Juergen26776065atfu
    New Participant
    November 7, 2022

    Hello,

     

    am facing the same problem. "Internal Error" upon trying to change the viewing options via the submenue.

     

    Did also try the solution options provided here in the thread. Did not help.

     

    Question: Is posting here similar to opening a ticket? In other words, are Acrobat employees reading the postings here and take action on it?

     

    LG, Juergen

      J
      Juergen26776065atfu
      New Participant
      November 7, 2022

      ... to add on top, after having done a more detailed analysis:

      - De-Installed Acrobat DC Pro (64bit !)

      - Installed Adober Acrobat Reader (64bit). Problem is gone.

      - De-Installed Acrobat Reader

      - Installed Acrobat DC Pro (32bit) from Offline-Install Archive -> Problem is gone.

       

      Not sure, what I will be missing by using the 32bit-Version instead of the 64bit version.

        C
        Chase26969667w7ub
        New Participant
        November 4, 2022

        I'm having the same issue as well.  I'm also getting the error when I right click in the bookmarks pane on the left side of the screen.

          D
          Dandy Dani
          Participating Frequently
          October 19, 2022

          Need a solution for this. Acrobat has not worked properly without INTERAL ERROR all week and is freezing and crashing everything. I have uninstalled reinstalled I lost count how many times. I have contacted Adobe and got my IT department involved and it is still not fixed. Any updates on this? It looks like a LOT of users are having this same issue.

            M
            mmaureen
            New Participant
            October 29, 2022

            I am having the same issue. Started recently. Acrobat runs another instance of the program every time I try to open a pdf. It is also running acroCEF multiple times.Even after I delete all processes Acrobat will still send 'an internal error occurred' to my screen every few minutes. Checked permissions, did Repair Installation but nothing helps.

            T
            Tianyou26660156th0x
            New Participant
            October 18, 2022

            Do we have a solution for this? I am getting exactly the same error on my Acrobat 64bits.

              S_S
              Community Manager
              S_SCommunity Manager
              Community Manager
              September 6, 2022

              Hi @Rick Kulacki Jr.

               

              Hope you are doing well. Sorry for the trouble.

               

              You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

               

              Please go to Edit > Preferences > Page Display > Under rendering, Uncheck 'Use Page Cache' > Click OK and reboot the application.

               

              Let us know how it goes.

               

              -Souvik.

              R
              Rick Kulacki Jr.Author
              New Participant
              September 7, 2022

              Just tried that with the user, and no change. File, Edit, Window, E-Sign, and Help all work in the Menu Bar. View will cause 6 "An Internal Error has occurred" pop ups to show, then the sub menu appears, but is not active. 

              S_S
              Community Manager
              S_SCommunity Manager
              Community Manager
              September 7, 2022

              Hi @Rick Kulacki Jr.,

               

              Would you mind sharing the screenshot of the version of Acrobat you are using [also if it is 32-bit or 64-bit]

               

              Also, try launching Distiller once without launching Acrobat, and let me know if that works fine or not. 

               

              Another information I would like to know is: Is the user working on a virtual machine or stand alone desktop.

               

              -Souvik.

               

               

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