Adobe Acrobat - unable to print specific PDFs

[Aaron22233902lhgb]

I am trying to solve this issue several users are expiriencing. Any advice is helpful.

Most pdfs print without issue to both our ricoh and HP printers. But each user has a small handful of pdfs that won't print for them. One user can print something another user can't.

Attempting to troubleshoot, I'vc repaired Acrobat, reinstalled it, ran pre-flight which reported no issues, none of this helped. If I switch to another pdf viewer, the issue does not occur.

If the user opens the file and exports it as another PDF, the issue does not occur.

These are up-to-date Win10 machines.

I have worked through this guide already, nothing changed. https://helpx.adobe.com/acrobat/kb/troubleshoot-pdf-printing-acrobat-reader.html

Any advice?

[Amal.]

Hi Aaron

Hope you are doing well and sorry to hear that. As described some PDF files print and some do not.

What happens when the users try to print these PDF files? Do they get any error message? If yes, please share the screenshot of the same for a better understanding. Also please share a sample PDF file so that we can check it at our end.

Also make sure they are using the recent version 21.07.20099 of Adobe Acrobat/Reader DC application. o to help > Check for updates and reboot the computer.

Also check for document restriction summary and see if print is allowed or not. Open the PDF > File > Properties > Under security tab, check for any restriction.

Also try to print the PDF as image and see if that works. Go to print > Advanced > print as image.

Let us know  how it goes.

Regards

Amal

[Aaron22233902lhgb]

Thank you for replying! Here are the answers to the questions you asked.

When the user attemps to print the pdf, adobe attempts to preocess the job, but consistitenly freezes at step 4 of 15 (26%). The job does not hit the print spooler. No error messages though, and the app itself does not hang.

I can't share an example pdf yet unfortunately. The client is a law office and the pdf I was testing with yesterday was full of confidential info. The user is keeping an eye out for another pdf that is having this issue, so I will be able to share one soon.

Yes, the machine is running the most up-to-date version of the Adobe. Originally I noticed that they were running the 32-bit version of the app on their 64-bit system. So I replaced it with the 64-bit version of Reader and the issue persisted.

Print is allowed.and pritning the PDF as an image works fine. This has been a work around for the user.

[Amal.]

Hi there

Please try to repair  the installation from the help menu of Acrobat and reboot the computer and see if that works .

Also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Windows and try using the application there  and check.

Regards

Amal