Acrobat Pro Error when opening PDF documents

[katelyn_1115]

When I open a PDF with Acrobat Pro, the error in the screenshot appears. It seems that version 25.001.20458 had fixed this but the optional update on April 28th - version 25.001.2047 has brought it back. 

I've tried uninstalling/re-installing, uninstalling, using Acrobat cleaner tool and re-installing without luck.

Any ideas? I can't seem to find a way to downgrade.

Thanks in advance! 

[Meenakshi Negi]

Hi katelyn_1115,

Thank you for reaching out.

Please confirm if the issue occurs with a particular file or all files. If it happens with a specific PDF, could you share it with us so we can check it?

If that is not the case, please collect the logs using the steps suggested in the following help document: https://adobe.ly/3EMA4W9. Share the log ID with us. Also, share the OS version on the machine.

Feel free to let us know if you need any help.

Thanks,

Meenakshi

[katelyn_1115]

Hi Meenakshi,

Thanks for getting back so quickly! It is happening with all files. I am having the user collect the logs and will share the log ID ASAP.

Thanks!

[alert_amber]

I'm having the same issue, with every file I open. 

[katelyn_1115]

Hi Meenakshi,

This is the log ID: 6368b3a4-9c06-4605-9a20-31de4b5bcdbe

And the user is on Windows 11 Version 23H2 OS Build 22631.5262

[Meenakshi Negi]

Hi katelyn_1115,

I'm sorry for not getting back to you sooner.

Thank you for sharing the logs. We are sharing them further with the team to get them checked.

We will let you know once we have more information. 

Thanks,

Meenakshi

[katelyn_1115]

Hi Meenakshi,

No worries. Wondering if there is any update?

Thanks!