Adobe Acrobat PRO cannot open Word files or convert them to .pdf

[Daniel279576761s33]

Hello all,

I have the problem that I can't open Word files in Adobe Acrobat or convert them to pdf on one device.

The following is installed on the computer
Windows10 22H2 (Build 19045.2846)
Office 365 2208 (Build 15601.20660)
Acrobat Pro 2023.001.20174

I have already reinstalled both Office and Acrobat once, unfortunately with no improvement.

[Abambo]

When you open Word, do you see the Acrobat button?

[Daniel279576761s33]

Yes, I see the button and it works.

But for my main problem that I want to merge several Words and PDFs to one PDF it doesn't help me much.

[Meenakshi Negi]

Hi Daniel279576761s33,

Thank you for reaching out, and sorry about the trouble.

Please check what happens when you try to create or combine the Word file using the right-click option. Check if you get any errors.

Also, check if you can see the Acrobat ribbon on MS Word application. 

In the meantime, try creating PDF on an Acrobat Online account (https://acrobat.adobe.com/). Open the link and sign in using our Adobe ID. Go to the Convert tab and select Convert Word to PDF. 

Thanks,

Meenakshi

[Daniel279576761s33]

When I do it from the right click menu, only the PDF's are added to Acrobat.

And this is what it looks like when I drag and drop the files into Acrobat:

Yes the Acrobat ribbon I see in Word.

The online version doesn't really help me, colleagues often merge many files and since it works for 3 out of 4, I want it to work for the last one.

[Meenakshi Negi]

Hi Daniel279576761s33,

Thank you for sharing the information.

To confirm, what happens when you use Acrobat Ribbon to create PDF in a Word application? Do you get any errors? When I say Acrobat ribbon, it is the one in the menu bar. 

Also, to be sure, did you notice this change in behavior after the recent update, or was the issue there before?

Thanks,

Meenakshi

[Daniel279576761s33]

When I create a pdf via the Word menu bar Adobe->create pdf it works, just not in adobe acrobat itself.

This is a new installation on the device, we just introduced adobe acrobat a few days ago. In the department are 4 pc's on 3 of them it works and on the one said not.

Everywhere the same Windows, Office and Acrobat version is installed.

I have already reinstalled Office and Acrobat, but the error remains.

[Meenakshi Negi]

Hi Daniel279576761s33,

Sorry about the delay in response.

Could you please share a small screen recording of creating a PDF from Word and when trying to create PDF in Acrobat?

We will share the information with the team to get this checked.

Thanks,

Meenakshi

[Daniel279576761s33]

Hi,

attached the video you want, as you can see no Word can be selected.