Adobe Acrobat DC 64 Bit Update - Screen Freezes

[fatiam29100213]

Good afternoon, After the latest Adobe Acrobat DC automated update to 64 bit, the embedded font warning is causing additional issues where the application which uses Adobe to view documents screen freezes.  All the users are able to do is close the entire application by using a work around. 

Additionally, the embedded font warning launches behind the Adobe document, so the user is not able to click the 'OK' button.  Is anyone else reported this issue? 

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[Amal.]

Hi Fatiam

Hope you are doing well and sorry to hear that. As described, after the update, the embedded font warning is causing additional issues where the application which uses Adobe to view documents screen freezes.

Would you mind sharing the screenshot of the embedded font warning error mesage? Also what is the application you are using to view PDF documents?

A small video recording of the issue would be very helpful to better understand the issue in detail.

Regards

Amal

[fatiam29100213]

I am attaching one of the documents that generates the embedded font error.  Once you open the document, you will see the warning.  We use the FCCC, eFiling Portal (www.myflcourtaccess.com) and Tyler Odysey (Case Management Application) applications to view the documents where we see these warnings.  There are various versions of the warning depending on the way the public created the court documents. I will need to check with our technical team to see if we can produce a recording of the issue.

[fatiam29100213]

[Amal.]

Hi there

This error message is an indication of corrupt embedded font in the PDF file.

Please check out the correct answers marked in the similar discussion https://community.adobe.com/t5/acrobat-reader-discussions/cannot-extract-the-embedded-font/td-p/1691... and https://community.adobe.com/t5/acrobat-reader-discussions/adobe-reader-dc-cannot-extract-embedded-fo...

Regards

Amal

[fatiam29100213]

Is there anything that we can do to resolve this issue since we are the recipients of these documents with the embedded font issues?  Unfortunately, since we deal with court documents submitted from the public, we can not control the creation of the documents only the inception. Is there a fix/patch within Adobe to resolve this issue?

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. Please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Page Display > Under Rendering, select 'Use local font' > Click OK and reboot the application and check if that helps.

Regards

Amal

[fatiam29100213]

No, that did not help.  That feature was always checked.

[Amal.]

Hi there

I tried to open the PDF file that youhave shared and its working fine with no error message.

Please make sure you have the recent version 21.07.20099 installed. Go to Help > Check for updates and reboot the computer once.

Also, download the file to your computer locally and then open it with Adobe Acrobat/Reader DC and check.

Regards

Amal

[fatiam29100213]

Yes, I have the latest version of Adobe, no updates are available. Also when I open the document locally I get the same embedded font warning.

Adobe Version

Embedded Font Warning

[fatiam29100213]

There was a fix mentioned in some of the old posts from 2016, however, when I select the link, they patches only go back to 2017.  Is this fix still available?

[Amal.]

Hi there

We are sorry to keep you waiting.  Please confirm the version of the OS you are using?

Also please collect the logs as described below:

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 the logs with us via document cloud - https://acrobat.adobe.com/link/home/

Regards

Amal

[fatiam29100213]

Windows 10 Enterprise

[Amal.]

Hi there

Thanks for conferming the OS version.

We would also require the requested logs to isolate the issue for the fix.

Regards

Amal

[fatiam29100213]

Can you provide instruction on how to produce this log?

[Amal.]

Hi there

Please go through the steps shared here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

Regards

Amal