Accessibility report - Function "explain"

Report · Aug 29, 2023

Hi,

I'm using the specific function to analyse the accessibility of some PDF files.

I'm able to create the accessibility report but when I use the function "Explain" on any of the errors reported, I get a "404" error page. I am not able to see any suggestion of the online guide to correct the error.

If I click on the option "Spiega" ("Explain")

I get this page:

Anyone has had the same problem? I already asked support to Adobe but they was not able to solve my problem.

Thanks alot

Lara

Report · Aug 29, 2023

Hello @Tommaso307643495kfp ,

I hope this message finds you well. Thank you so much for reaching out and sharing your concerns.

I tried to reproduce the issue on my end and its working fine, I understand that you're encountering trouble with PDF files, and I'd like to assist you in resolving this. Is this issue specific to one particular PDF file, or does it occur with all PDFs? Trying a different PDF file could help us identify whether the problem is file-specific or more widespread.

If possible, could you please share the PDF file that's causing the issue? This would enable us to investigate the matter more thoroughly from our end.

Have you started experiencing this issue recently? Could you please provide the version of Acrobat you're using? To find this information, you can navigate to Help > About Acrobat. It's also recommended to ensure you have the latest version (23.03.20284) by going to Help > Check for updates. Don't forget to reboot your computer after updating.

For Windows users, attempting to repair the installation from the Help menu might also help resolve any underlying issues.

Additionally, you could try resetting the Acrobat preferences to their default settings, as outlined in the guide here:

How to reset Acrobat Preference settings to defaul... - Adobe Support Community - 4792082

Thank you once again for reaching out, and I'm here to support you throughout this process. Please don't hesitate to share more details or ask further questions if needed. We're committed to getting this resolved for you.

Regards

Amal

Report · Aug 30, 2023

Hi Amal,

I already investigated this issue with your colleagues (even showing the problem using the screen sharing), unfortunately they were not able to solve it.

I experience this issue from my first use of the accessibility report function and on all PDF files I tried to analyse.

My version is 2023.003.20284.

I already tried to re-install the software with your colleagues but this did not solve my issue.

Thanks alot.

Lara

Report · Aug 30, 2023

Hi there

If it's feasible, could you kindly provide me with the PDF file that seems to be causing the problem? Having access to the file will allow us to conduct a more comprehensive investigation and offer you a more precise solution.

In addition, I recommend creating a new test user profile with full administrative privileges, or if you're using a Mac, enabling the root account. Testing the application under these conditions might help us determine if the issue is specific to your user profile or system-wide.

This step will aid us in identifying the root cause and finding the best way to resolve the problem.

~Amal

Report · Aug 30, 2023

I Amal,

you can find attached two PDF files.

The first one (Catalogo_2021_Fiorfiore) is one of the document I need to analyse with the accessibility tool, the other one (Prova) is a PDF I just created converting a word document.

I have the same issue with both PDF files.

I'll try to test the application with a new user profile and I will update asap.

Thanks,

Lara