Adobe Acrobat Pro 2020 64-bit: Cannot drag-and-drop files into Acrobat to convert to PDF

[Dylan255723736grw]

Hello,

One of our users is not able to drag any type of compatible file (.txt, .docx etc.) into the Adobe program window to create a .PDF. This previous worked without issue in the past. The software is fully licensed and registered to a user.

We have re-installed the software, have placed it on the newest available update, rolled it back an update without effect. It doesn't appear to be an update-specific issue.

Protected mode is disabled, and the file paths of the files we are attempting to convert are in trusted locations to the adobe software. It doesn't appear to be document-specific as newly generated files do not convert.

Right-click 'convert to PDF' and manually doing it through the Tool menu will convert the files to .PDFs.

When you try to drag the file to be converted into the Adobe software it shows a 'no' symbol on the mouse pointer.

The strangest thing is that if I sign-in to our administrative account on their system I am able to drag-and-drop convert .PDFs without issue and can only cause the problem by manually enabling protected mode. The issue appears to be profile-specific as it only occurs in her login. Further, I have matched all of the settings I can find from our admin profile to the user's Adobe settings but the issue remains.

Any insight or suggestions are appriciated. It appears to be a permissions or security configuration setting on her profile but I am not sure what would cause the 'no' symbol to appear when trying to drag and drop a file to convert to .PDF.

Thank you,

Dylan

[Amal.]

Hi @Dylan255723736grw 

Hope you are doing well and sorry to hear that.

Please go to Edit (Win), Adobe Acrobat (Mac) > preferences > Trust Manager > Select 'Allow opening of non PDF files attachments with external applications' > Click OK and reboot the computer once and see if that works for you.

Also, you discovered, this might be a user profile issue, please try to repair the affected user profile and see if that helps.

Regards

Amal

[Dylan255723736grw]

Thank you for the information. Unfortunatelly, this setting was already applied. I re-did the setting just in case but this did not improve conditions.

The specific issue is, for example. dragging a .TXT from the DESKTOP onto the Adobe Acrobat software to convert it to a .PDF. Is there any explanation for what the various mouse icons can indicate? When you drag the file onto the Adobe application it shows a 'no' symbol next to the pointer. The no symbol is the circle with a line through it. This symbol appears to be an adobe-specific pointer indicator so if there was any available information on the pointers and their meanings this also may be helpful, but I couldn't find anything online.

While it may be a profile issue, in the sense that there is a different configuration setting for the user, I don't think there is any corruption or profile errors that are happening. If there was any way to know in what situations Adobe shows the 'no' symbol this may be helpful in determining the solution. Thank you for the response and previous assistance.

[Amal.]

Hi @Dylan255723736grw 

Would you mind sharing the version of the Acrobat 2020 you are using? To check the version go to Help > About Acrobat. Also, a small video recording of your steps and the issue occurring would be very beneficial.

Also, collect the 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, generate the link, and share that link with us for further investigation.

Regards
Amal

[Arvy!]

I  have something similar issiue with the Adobe Acrobat. If I want to put a pdf on a cloud, I sometimes cannot just drag and drop it into the programme. Usually, what helps, it is if I restart my computer and try it again.

My macOS is BigSur 11.7 and Adobe version 2023.