Acrobat crashes using export function

[Tollundium]

Issue:

I've had this issue for a while now. The problem arises when I need to convert a PDF to, e.g., Word.
Tools > Export PDF > Open > [e.g.] Word Document > Export > Save as [e.g.] Desktop > Save As [Filename]
A popup window appears [Initializing export engine] and Acrobat freezes completely. No way to close it or cancel (except of course in the Task Manager). But another thing occurs when closing through the Task Manager: All file and folder names disappear on mouse rollover (and in document file names - even in Notepad documents). And in Task Manager all app names and processes running are blank - except the app icons are visible.

System:

Adobe Acrobat Pro | Version 2022.003.20310 | 64-bit

OS: Edition Windows 11 Pro
Version 22H2
Installed on ‎9/‎30/‎2022
OS build 22621.1105
Experience Windows Feature Experience Pack 1000.22638.1000.0

PC: Processor AMD Ryzen 9 3950X 16-Core Processor 3.49 GHz
Installed RAM 32.0 GB
System type 64-bit operating system, x64-based processor

Steps taken:

1. Restarted computer
2. Updated Acrobat to latest version
3. Repaired Acrobat installation [Help > Repair Installation]
4. Clean-installed Adobe suite
5. Run Acrobat as administrator

No luck... Any suggestions?

[Stephen24100533635b]

I created a new local Windows user on a domain PC.  Worked fine for about a week, then started doing the same thing.  The answer to create a new user is not pratcical if my results are replicated.

[Amal.]

Hi there,

The issue is reported to our engineering team and being worked upon.

The fix will be available in the future updates.

Regards

Amal

[Amal.]

Hi there,

The issue is reported to our engineering team and being worked upon.

We haven't heard anything form the development team yet, will share the update as soon as we gat any information.

Thanks for your time and patience.

Regards

Amal

[Farren000]

Hi,

I'm having the exact same issue. Is there any news on a resolution?

[Tollundium]

I (original poster) haven't heard anything, other than a fix will be included in the next update batch (I guess). It sure has taken them a while...

[Tollundium]

Any news? This is getting quite frustrating... Please provide an update.

Thanks,

Christian

[Amal.]

Hi All

The new version of Adobe Acrobat (23.01.2006x) is now available, addressing this issue.

Please update the application from the help menu > check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Regards

Amal

Got your issue resolved? Please label the response as 'Correct Answer' to help your fellow community members find a solution to similar problems.

[Tollundium]

Hi Amal,

I updated Acrobat and restarted. The issue has not been fixed. It no longer hangs in quite the same way after initiating conversion, but the following happens:

(1) Tools > Export PDF

(2) Export your PDF to any format (selected Microsoft Word, Word Document, English US) > Export

(3) Save as ... [File name] (Desktop) > Save

[Completes the conversion but the Microsoft 365 program image just "hangs" on the screen for an extended period and all file and folder names disappear (just like before). When the document finally opens in Word after a couple of minutes, you can't access the document -- completely frozen.

In order to close the Word document and have the file and folder names return, I need to use the Task Manager to close Word to restart. See the screen grab - weirdly enough, judging from the two processes opened under Microsoft Word under Apps in the Task Manager, the "Print driver host for applications" has also been initiated.]

Now, when I restart my computer the converted Word document appears intact and all folder and file names have returned. Of course, when opening Word, I get a message "Word couldn't start last time. Safe mode could help you troubleshoot the problem, but some features might not be available in this mode. Do you want to start in safe mode?"
I click No, and Word opens up the converted document.

I think Adobe and you'd agree that it'd be preferable and more practical if I didn't have to restart my computer every time I need to convert a document.

In other words, the fix doesn't fix the issue.

[Stephen24100533635b]

A great discription above and for us, the same thing happens.  The fix is not working

[Tollundium]

Any news on this??

[Ignacio28952770upc2]

the exact same problem here, only file names do not disappear, but process names and tags on the windows explorer do. My only available solution at the moment is to log out and log back in on my PC. It also seems to cause trouble with MS word.

[Amal.]

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the fresh  Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  , 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

[Tollundium]

Any news on fixing this issue?

[Beta Lv]

the same error

[Beta Lv]

same problem with Tollundium, be bored to death

[Amal.]

Hi there

Sorry to keep you waiting, this issue is already reported to our engineering team and is being worked upon.

We will share the update as soon as we get more information.

~Amal

[Stephen24100533635b]

Just an observation.  I wonder if its something with Office rather than Acrobat.  We decided to remove Acrobat and install another pdf handler.  Had a full read write version and it too hung on conversion from Office (Word).

So far, I have not found out why

[srccooke]

Hi All

I have exactly the same issue.

Did anyone get this resolved?

Steve

[Starfleet_007]

I still have the exact issue.  Coverting a PDF to Excel seems to wipe out all my fonts.  When I go to the windows font folder, they have all vanished.  After about 5 minutes they seem to return.  I do go into font setting and tell it to go to default settings.  I am not sure that is the momentary fix, but I do it anyways.  This has been going on in my PC for a while.  Interesting though, my laptop, does not have the issue.  Same latest version of Acrobat and win 10.  If I use the online coverter for Adobe Acrobat, it works fine.  I have also wiped out all Adobe software and used the clean up tool.  Reinstalled everything and still fails to work properly.  

[Andretti22261046bhfl]

Good day,

I am having the same issue.

We are paying hectic monthly fee's, can your developers comeback with a respected timeline as to the issue at hand?

[Tollundium]

It IS quite extraordinary that so many people have this issue for this long... the least Adobe could do is to offer some kind of discount. I think I pay some $60 per month. I mean, Acrobat is a pretty central component in the general suite of apps.

[srccooke]

And absolute silence from Adobe.....

[Tollundium]

Yep, crickets. I believe I originally submitted this error in January 2023.

[Starfleet_007]

What's crazy is that a new version released and the same bug is still there. 😔  

[Mateusz289701345hb2]

Hi There,
I am having the same issue with PDF exporting still after the updates. I already tried re-installing Acrobat also with using the "AcroCleaner" tool from Adobe before starting the new installation but the problem remains on the freshly installed software.
I found a way that lets me export the PDF to Word correctly but only until the next PC restart. After the next boot, the problem appears again. It is clearing the fonts cache from Windows 10 directory:
C:\Windows\ServiceProfiles\LocalService\AppData\Local\FontCache

After wiping the font's cache, Acrobat exports the PDF to Word correctly until the next PC restart. Maybe this information will be helpful with finding the cause of this issue.