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panagiotis_g
panagiotis_g
Participant
June 29, 2020
Question

White box layer

  • June 29, 2020
  • 1 reply
  • 814 views

Dear all,

 

I have the problem below, can someone help me? A white layer appears on top of Acrobat 2017 and cannot see the contents, usually, this happens upon using RDP and connection remotely, but now appeared also by physical operation of the user too. 

 

This topic has been closed for replies.

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
June 29, 2020

Hi Panagiotis_g 

 

We are sorry for the trouble. As described yiu are getting the white box on top of the PDF content.

 

Is this a behavior with a particular PDF file or with all the PDFs? Please try to open a different PDF file and check.

 

If the file is stored on a shared network/drive please try to download the file locally to your computer and try to open the PDF and check.

 

You may try to turn off the PDF/A viewing mode, and see if that works for you

  1. Go to Acrobat>Edit>Preferences.
  2. Under Categories, in the Preferences dialog box, select Documents.
  3. Choose the Never option for View Documents In PDF/A Mode.

 

Let us know how it goes.

 

Regards

Amal

panagiotis_g
panagiotis_gAuthor
Participant
June 29, 2020

Hi Amal,

 

We have already tried the PDF/A solution but didn't make any difference. This could happen at any time on any file. The user usually opens A LOT of files within Acrobat (more than 20 pdf at a time). While working physically he doesn't have any issue with the white box. Leaving his computer and after a few hours, he connecting remotely via RDP. After connecting he figured out that his current Acrobat with already opened files a white layer box appears on the left top corner. Files are stored on a network drive, but the same also happened locally, also on the same company more than 20 users currently using Adobe via shared folders on windows 10 but none of them issued anything like that. I need to solve this as soon as possible. And this is very annoying doing that. Can you explain what is this white layer?

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