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A
Anonymous
January 5, 2021
Answered

Issues with Combine in Acrobat DC

  • January 5, 2021
  • 3 replies
  • 1465 views

Hopefully someone has run into something similar, I've seen older articles pointing at Office but the symptoms seem to be slightly different here. Currently, the Combine function in Acrobat is running into issues.

 

- When a word document is included: Begins to convert which opens Word and has you save the document as a PDF, but then hangs on the combine screen afterwards. The operation never completes.
- When an excel document is included: the application crashes and closes out.

- PDF only combinations still work

 

I tried running a repair on Acrobat but that didn't seem to correct the issue, and I'm seeing this behavior on multiple user machines. Acrobat is updated to the latest release. Could there be another bug with Adobe and Microsoft Office?

This topic has been closed for replies.
Correct answer

Apparently my post with the fix did not go through. This was something very specific to our environment and not an adobe bug. We had two instances or Office fighting with each other, one of them was supposed to be uninstalled but something went wrong in the process. Even though 365 should have been the only one, a 2016 install was still acting as the primary version and causing crashing during the combine process.

 

Completely uninstalled Office, reinstalled, and then tested combine and it worked perfectly. Ironically the second PC was fixed by another tech here fixing an issue with Outlook.

3 replies

A
Anonymous
Correct answer
January 13, 2021

Apparently my post with the fix did not go through. This was something very specific to our environment and not an adobe bug. We had two instances or Office fighting with each other, one of them was supposed to be uninstalled but something went wrong in the process. Even though 365 should have been the only one, a 2016 install was still acting as the primary version and causing crashing during the combine process.

 

Completely uninstalled Office, reinstalled, and then tested combine and it worked perfectly. Ironically the second PC was fixed by another tech here fixing an issue with Outlook.

Karl Heinz Kremer
Community Expert
Karl Heinz KremerCommunity Expert
Community Expert
January 13, 2021

Thanks for the explanation of what happened. I'll keep that in mind the next time somebody has a similar problem. 

A
Anonymous
January 6, 2021

Adding this for more info, from event viewer:

Faulting application name: Acrobat.exe, version: 20.13.20074.18474, time stamp: 0x5fce7117
Faulting module name: KERNELBASE.dll, version: 10.0.18362.959, time stamp: 0x51671cfe
Exception code: 0xe06d7363
Fault offset: 0x001143d2
Faulting process id: 0x3754
Faulting application start time: 0x01d6e461119a19d9
Faulting application path: C:\Program Files (x86)\Adobe\Acrobat DC\Acrobat\Acrobat.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: e2489d04-4e62-4714-a24e-50099377aadc
Faulting package full name:
Faulting package-relative application ID:

Karl Heinz Kremer
Community Expert
Karl Heinz KremerCommunity Expert
Community Expert
January 5, 2021

Which version of Microsoft Office are you using? 

 

In general, when a normal repair does not work, my next step of debugging an issue is to remove Acrobat from the system, run the Adobe Cleaner application (http://labs.adobe.com/downloads/acrobatcleaner.html) and then re-install Acrobat. If this does not resolve the issue, I start to dig deeper. 

A
Anonymous
January 5, 2021

Office 365 16.0.13426.20308

I was thinking the same thing about doing the uninstall, clean, re-install until it was mentioned to be happening on multiple PCs. Seemed a little too coincidental to be a corrupted issue on both PCs. I can always try that, luckily have backups of their custom stamps, but I like to reach out and see what info is out there in case this is a bug that needs addressed.

Karl Heinz Kremer
Community Expert
Karl Heinz KremerCommunity Expert
Community Expert
January 5, 2021

It may be a problem with Office, a problem with Acrobat, or a weird cooncidence that these two particular versions of software don't want to play with each other. You can report a bug here: http://www.adobe.com/products/wishform.html

 

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