Adobe Acrobat Pro DC - Redaction tool not working

[joan_ie]

I continually have a problem with Adobe Acrobat Pro DC when I try to use the redaction tool. 

• I select the text I want to redact 
• I click 'Apply' 
• The pop-up which should appear (confirming redaction, etc.) appears as a blank box, and the entire programme basically freezes. I can do nothing else, except open my computer's Task Manager and click 'End Task' for Adobe Acrobat. 
  (See attached image.) 

This is a huge problem, since my role as an employee and my unit's function requires the ability to fully and securely redact on a daily basis.  

I am using Adobe Acrobat Pro DC - Version 2021.005.20048 

Can anyone help? 

[wwhigginsjr]

Same problem here. Also happens when trying to add signatures to an Acrobat document using the "Request E-signatures" tool and "Sign yourself” tool (on the “Fill & Sign" tool palette). Both generate a black box when trying to add signatures, similar to what happens when I click on the “Apply” button with redactions.

OS: macOS Monterey v12.6.8

Acrobat: Continuous Release Version 2023.003.20269

The suggested fixes I've tried so far:

1. Uncheck "Enable Enhanced Security" (at Preferences->Security (Enhanced)).
2. Uncheck both "Show online storage when opening files" and "Show online storage when saving files" (at Preferences->General).

Neither of the above fixes the problem.

I did have some success using the JavaScript debugger to execute the following script:

this.applyRedactions();

That JavaScript applied the redactions successfully, but I really just need the "Apply" button to work per its designed fuctionality. I'm working with Adobe Customer Care now, and will post back if anything they advise yields a proper solution.

[wwhigginsjr]

Work-around solution (from Adobe Customer Support for me on macOS Monterey v12.6.8):

Navigate to the following folder and change the permissions for that folder (using the “Get Info” command; Command-i) to “Read & Write” (from “No Access”) for the “everyone” group.

/Library/Application Support/Adobe/Acrobat/DC/WebResources

Note: the Library folder near the start of the path specification above is not the user’s Library folder, nor is it the System’s Library folder. It’s the Library folder at root.

Hope this helps. Adobe Customer Support has identified this as a bug experinced by many (?) or at least several users. They expect to fix it in an update to Acrobat next month.

[Alina31755532l9nx]

Good god, this has been driving me insane for the past month! Thank you so much!!

I can confirm this works on my M2 Macbook Pro on macOS Ventura 13.5.1.

[defaultxswu5b9yxgq2]

Thanks for posting this - on my MacBook Pro with Sonoma 14.0 the WebResources folder doesn't exist within /Library/Application Support/Adobe/Acrobat/DC - Adobe, any ideas?

[sdijker]

Go into Preferences and then on the language tab select "Select at application start". Restart the application and select "English". Mine was set to "English with support for Arabic". Once I'd done this redaction worked. 

[matthewp36587689]

Issue has been confirmed by Adobe as a corrupt registry entry that relates to AcroCEF.exe

Resolution is to delete the key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\AcroCEF.exe

Delete all sub keys as well

Fixed!

[matthewp36587689]

Oh, this key will return on subsequent updates if it starts to happen again.

[Hiko352591582biw]

I'm encountering the identical issue. When I click apply, a blank white box pops up and the entire system freezes. The only way out is through Task Manager and End Task. I've been using the redaction tool without any issues before, but now I'm facing the same problem as others have described in their posts. I've attempted the suggested remedies, but none have worked. Adobe, it's crucial to address and resolve all these bugs promptly!

[Christy232309312x5n]

So, 3 years later and I'm having this issue.  I have tried every single thing here and none of it works.  Not the javascript.  Not the security preferences.  Not reinstalling the program.  Not changing the registry key.  NOTHING.  I have a 900 page document that needs to be redacted, and for what we pay for this program yearly, this feature should work.

[defaultrn3jqv0z3j3v · Accepted solution]

Got help from support and this worked!

1. Click on the Print icon and select "Adobe PDF" as Printer
2. Under the Print setting page select "Advance" and then 3. check the box "Print as Image" >> Ok
3. Then print the PDF
4. Save it to your system

[Jason29193372ye4e]

How is this the "correct answer" to the question about the redaction tool? Whiskey tango foxtrot? Even the forum has glitches.

[showalters]

I have found that this will correct itself if I totally quit Acrobat, then unplug all of my external monitors, then launch Acrobat. All the tools that don't work with external monitors plugged into my Mac laptop then seem to work. I tried using the Debugging fix mentioned here, and it did allow me to redact, but then the Save dialog box came up white and I had to force quit. Many of the issues I have run into only happen on my Mac. If I am using a Windows PC or laptop and have the exact same document it won't give me any issues. And yes, I have the most up-to-date version of Acrobat installed and have tried uninstalling and reinstalling. I have to keep my version in the "old" view to work. I hope they never force us to have the new view, because then I'll be out of luck, because NOTHING works on the Mac in the new view.

[ken_1804]

Please unsubscribe me receiving further text/emails from Acrobat.

[defaultrn3jqv0z3j3v]

Could you please Print PDF the file and try to redact it.

steps to print to PDF:

1. Click on the Print icon and select "Adobe PDF" as Printer
2. Under the Print setting page select "Advance" and then 3. check the box "Print as Image" >> Ok
3. Then print the PDF
4. Save it to your system

Got help from support and this worked.