Acrobat 2023.001.20174. Black screen when double click on a pdf file

[Ancolie94]

Acrobat 2023.001.20174. Black screen when double click on a pdf file

[Amal.]

Hi @Ancolie94 

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 workflow/steps you are doing? is it happening while opening the PDF file or after opening it? A small video recording of the steps and the issue would be very helpful.

Try to repair the installation from the help menu (Win Only) and reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works.

Turn off the protected mode for testing. Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable Protected mode at startup', Turn off the Protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer once.
Note: Please turn on the security after testing to avoid any security risk.

You may also try to create a new test user profile with full admin rights in Win and try using the application there and check.

Let us know how it goes.

Regards

Amal

[Ancolie94]

It happens when I double click on any PDF

[Amal.]

Hi there

We are sorry to keep you waiting.

Please go through the help article https://community.adobe.com/t5/acrobat-discussions/troubleshoot-missing-tools-and-adobe-cloud-storag... and see if that works.

Regards

Amal

[Ancolie94]

Thank you Amal for your answer. Precisely, when you double click on a pdf set with a full screen opening it opens in black. No problem with others that don't have full screen parameter. Thanks

[Amal.]

Hi there

Sorry to keep you waiting.

Please try updating the application to the new version 23.03.20244 from the help menu > check for updates and reboot the computer once and see if that works.

Let us know how it goes.

Regards

Amal