Acrobat won't apply redactions

[CCCITORDERS]

Hello,

I work for the IT Department in Local Government in South Wales. We have a few staff who use Adobe Acrobat - Subscription licence users. Our Legal department who use it daily are having issues with redaction. No matter how large or small the PDF or how many words/sentenced they want to redact, it just won't apply. When 'apply' is clicked, a pop up comes up with the spinning circle which never goes away. They then have to hit esc and run a debugging tool.

All of the Team are having this issue. 

The software is up to date, I ran a software repair, tried saving a new PDF, but nothing has worked. The whole Team are having the same issue on all PDF's. I also checked document security which was fine. The only correlation between the users is that we use Sharepoint and the PDF's are always saved to Sharepoint. I did try saving one locally to see if that made a difference but out policies don't all that.

Has anyone else encountered this issue? Any idea what could be causing it?

Many thanks

[Kris31148144xu6w]

We are having this again now and also experienced the same about 1 year ago. At that time I had to connect with Adobe support who took me through a long process of changing various back-end files. It did work at the time, but the problem has returned.

Adobe should have sorted this problem out by now, 12 months on from that. It's a bit ridiculous they haven't.

[softwarel98104662]

For my company it's wasnt specifically related to just inserting .doc it was a little bit of everything. The blank white screen after authenticating, followed by the error that some features in adobe are unaviable, to redacting, to merging, to fill in sign. After working with Adobe the fix seemed way to simple but it did the trick for us! 

Adobe Support had me go to 
C:\Program Files\Adobe
Right Click Adobe DC
Click Properties
Click Security Tab
Click Advance
Remove both SID permission profiles starting with the letter "S" in our case it was 
S-1-15-3-1024-3635283841-2530182609-996808640-1887759898-3848208603-3313616867-983405619-2501854204
S-1-15-2-1980882837-3654086619-1222525990-3753702683-3075969641-4188866857-51130414

According to Adobe, these SID's are meant to be be removed after the install/update is completed. However for what ever reason for versions after the September release the SID's are remaining in the profiles and when launching Adobe it's defaulting to the Adobe SID's instead of the Entitled User. Adobe is working with Microsoft on this issue.

[kenneths96185056]

This solved my problem but I actually had to start at C:\Program Files (x86).

It took a little experimenting to delete these two profiles (They still appear after deleting until you completely back out of security tab.)

[softwarel98104662]

Oh Good!! Adobe Support followed up about a month ago and stated the following below as a long term fix

Greetings! Our Engineering team is waiting for an update from your end on this.

They have incorporated the support in installer to remove the problematic msix permissions. The fix is done under a feature lockdown key, We would like you test this on an impacted machine and let us know the results.  

Here are the steps we need to follow –

1. Install Acrobat/Reader Oct 2023 build (23.006.20360).
2. Check for folder permissions (Acrobat, AcroCEF etc.)
3. You would see special permissions.
4. Create the below reg key.
1. Key Path: HKEY_LOCAL_MACHINE\SOFTWARE\Adobe\Installer
2. Value: RemoveMSIXAccessRule   [dword 32 type]
3. Data: 1
5. Now apply latest April consumer build's patch and these special permissions should be removed.
   https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuousapr2024.htm...