Acrobat PDFMaker Office COM error

[lwfjax]

Have a user who gets error message each time they launch MS Word:

“Custom UI Runtime Error in Acrobat PDFMaker Office COM Addin. (X) An error occurred while calling the callback: “GetImage.”

This is a Windows 11 (22H2) device with Acrobat DC 23.008.20555 and Microsoft 365 Apps for enterprise - en-us 16.0.17126.20190 installed.  We have tried repair of both Acrobat and Office.  When that didn't work, uninstalled Acrobat and ran AdobeAcroCleaner_DC2021, then reinstalled. Still no joy.  Any solutions short of creating a new profile for the user or rebuilding on a new image?

[Amal.]

Hi there

Hope you are doing well and sorry to keep you waiting.

It seems to be some issue with MS, please go through the discussion i found on MS help page :  https://adobe.ly/490Mqmn; and see if that works.

~Amal

[lwfjax]

Comes up "Thread Not Found".

[Amal.]

Hi there

We are sorry to hear that, please try the troubleshooting steps provided here Troubleshoot Acrobat PDFMaker issues in Microsoft Office on Windows and check if that helps.

Also, make sure you have the recent version 24.01.20604 installed. Go to Help > Check for updates and reboot the computer once.

Try to repair the installation from the help menu (Win Only) and see if that works.

Let us know how it goes.

~Amal

[intuitive_everglow7022]

YESSS! This works!

[S. S]

@intuitive_everglow7022,

Thanks for letting us know that it worked for you!

-Souvik

[sheryno65107351]

I've had this same issue ever since Adobe Acrobat was installed 2 1/2 years ago.  Every MS Office app returns this message upon pressing the "Insert" button for any reason. Installed is the stand alone Acrobat 2020 (20.005.30574), Windows 10 Pro, & MS 365 apps for enterprise. All are up to date. 

None of Amal's solutions fix it.  We have also uninstalled both MS Office & Acrobat, reinstalled Office without the Acrobat add-in. Re-installed Acrobat.  Acrobat says no updates available.

The pdf maker works. But this message is very annoying.  Any ideas anyone??

Thanks, sheryn

[Amal.]

Hi there,

Do you have any add-ins installed for MS office ribbon, if yes, please try to remove it and see if that works.
https://answers.microsoft.com/en-us/msoffice/forum/all/error-message-getimage/7e9b4d9d-c098-4621-9d8...

Let us know how it goes.

~Amal

[sheryno65107351]

I disabled the Adobe COM add-in from within MS Word, and then did it separately in Powerpoint.  That works-the error message disappears.  I can't remove it for the whole office suite because I need admin privileges which I don't have on my office computer.  So the problem is definitely the Adobe PDFMaker Office COM  Addin.   Does Adobe have an updated DLL file or a fix? 

Thank you,

s

[Amal.]

Hi there

Sorry to keep you waiting. We have shared the information with our engineering team for review and will share an update as soon as we have one.

~Amal

[Enzo Tribenz]

Hi there,

are there any updates? I get the same error every time I open one of the MS Office apps. Very annoying.

Regards.

[Amal.]

Hi there,

Please try the steps below and see if that works:

1. Open MS Word
2. Go to File tab > More > Options > Advanced > Uncheck 'Show Add in user interface errors'

Let us know how it goes.

~Amal

[Enzo Tribenz]

Hi Amal,

with this setting the error message is no longer displayed, so it works as a workaround. But it is not a real solution to the problem. What is the cause and will it be fixed?

Thanks anyway.
Greetings Enzo

[Amal.]

Hi there

Thanks for confirming that.

This issue has already been reported to the engineering team, and they are working on it. The fix will be available in the future updates.

~Amal

[Amal.]

Hi there

Hope you are doing well.

Our engineering team is looking into ot and needs more information,

1. What is the error when the conversion fails?
2. This issue ouucrrs when you do not have a valid Acrobat subscription or if you are logged out of the application,  please check if you have a valid subscription to Acrobat.

~Amal

[Enzo Tribenz]

Hi there,

this is the error message:

I have checked and I have a valid subscription.
This problem appeared after I switched from Acrobat Professional to Acrobat Standard...

Regards,

Enzo

[Amal.]

Hi there

Thanks for sharing the information, i have passed it to the engineering team for review.

Will keep you posted of the updates.

~Amal

[BatAcro]

This has been a recognized issue in this thread alone for at least five months. The engineering team has been reviewing for at least three months.

When will the engineering team issue a fix?

[BatAcro]

it is not a real solution to the problem. What is the cause and will it be fixed?

By @Enzo Tribenz

I strongly agree. Squelching add-in user interface errors is dangerous.

[paul_7974]

I had the same issue. I was able to solve it by uninstalling the programme "Adobe Acrobat".
No problems since.

[S. S]

Hello Everyone,

We are live with the next release(2024.003.20112).

Please update the app to the latest version and let us know if the issue is fixed.

Thanks,

Souvik

[chri5toph]

The updated release version was already installed (2024.003.20112) two days ago before we experienced this same error today while a user was opening items in Excel and Outlook (365 Apps for Enterprise version 16.0.18025.20030), so we opted to defeat all the Acrobat PDFMaker feature components within the Adobe Acrobat Setup using the Windows Control Panel > Programs and Features > Adobe Acrobat > Change option to select Modify and choose "This feature will not be available" for each potential problem component that we don't use in our organization. We will use the built-in Microsoft PDF creation features in the meantime, especially since our users would only be operating Adobe Acrobat to directly edit PDF files outside of Microsoft applications.

[BatAcro]

I updated to (24.003.20112) and still have same issue.

[S. S]

@BatAcro @chri5toph Apologies for the experience!

Please help us gather the logs from your machine: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html. Please make sure Procmon is selected. You can upload logs using this tool and share your Unique log ID with us. 

Also, please help us with the network logs (Fiddler Logs). You can find the steps to do so here: 

https://helpx.adobe.com/campaign/kb/soap-traffic-fiddler.html.

Getting the logs will help me get the work expedited on the ticket.

-Souvik

[BatAcro]

Before doing that, we are owed more information about why you suggested upgrading.

Adobe clearly has a widespread issue on this topic that has lingered for over half a year. It's not acceptable for us to be expected to beta-test enterprise software.