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Tiyani36044294l0kt
Participant
March 13, 2024
Question

PDFs saving bug deletes whole file Acrobat Extension

  • March 13, 2024
  • 1 reply
  • 256 views

I run into a sporadic bug that completely wipes my PDFs after saving, resulting in a PDF that has a size of 0 bytes. My assumption is when the computer sleeps or turns off while the Acrobat extension is open, the extension quickly overwrites the open file with nothing, resulting in everything being deleted. 

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    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    March 13, 2024

    Hi @Tiyani36044294l0kt 

    Hope you are doing well and sorry to hear that

    Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.

    What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.08.20555 installed. Go to Help > Check for updates and reboot the computer once.

     

    If it still doesn't work, would you mind sharing a small video recording of the steps you are doing and the issue occurring for more clarity?

     

    Also collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

    Regards
    Amal

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