Adobe Preflight tool loads but is blank

[lynnanguyen]

Hi there,

I have a customer that is unable to load Preflight properly. When it opens, there is nothing shown under 'Profiles' tab. I have tried changing the drop down at the top to show 'PDF standards' and under 'Profiles' I put the drop down box to 'Show all' however there is still nothing. I have checked my own Adobe Acrobat DC and it loads the profile with no issue. On top of removing Preflight and adding it back in, I've done a repair on Adobe Acrobat, reinstall and pushed a newer version of the software over. Photo attached is what it's supposed to load automatically. Red lining is everything that is not loading and showing blank on the customer's side. 

[Amal.]

Hi @lynnanguyen 

Hope you are doing well and thanks for reaching out.

Please make sure the user is on version 23.01.20143 or later. You may manually download the patch from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that helps.

Regards

Amal

[lynnanguyen]

Hi Amal,

The user is running 23.01.20143. I've downloaded the patch which made no difference. After running the cleaner tool and removing Adobe, I rebooted the PC and reinstalled it with the link you provided. I'm still having the same issue.

[divyasin]

Hi @lynnanguyen ,

Thanks for reporting the issue and apologies for the inconvenience caused. For further investigation of the issue , I would need following information :

1. System OS and its version

2. Acrobat version (64 Bit or 32 Bit)

Regards,

Divya Kumar Singh

Acrobat Engineering Team

[Nishu254088549w1n · Accepted solution]

Hi @lynnanguyen ,

Please delete the folder Preflight Acrobat Continuous (Path : %APPDATA%\Adobe\Acrobat\Preflight Acrobat Continuous) and then try the workflow. Let us know if this works or not.

Regards,

Nishu Gupta

Acrobat Engineering Team

[Nishu254088549w1n]

Hi @lynnanguyen ,
Thanks for the upvote. Hope preflight is working after deleting the folder. If you can please provide us with the below information, it will help us solve the issue in upcoming versions.
Can you please let us know if your protected mode is on:

1. Choose Edit > Preferences.

2. In the Categories list on the left, select Security (Enhanced).

3. In the Sandbox Protections section, see if the box Enable Protected Mode At Startup is checked or not

Regards,

Nishu Gupta

Acrobat Engineering Team

[lynnanguyen]

Hi Nishu,

Enable Protected Mode at Startup was not checkmarked.


Thank you,
Lynna

[Nishu254088549w1n]

Hi @lynnanguyen ,

Thank you for the response.

It is recommended to keep the protected mode on for enhanced security.

1. Check "Enable Protected Mode at Startup".

2. Quit Acrobat Application.

2. Delete  the folder Preflight Acrobat Continuous

3. Relaunch App.

I think the preflight should work for you in that case as well. Please update me with the result.

Regards,

Nishu Gupta

Acrobat Engineering Team

[Rebecca22400747zhjk]

Hello,

I am having the same problem I have the newest version of acrobat 24.1 on windows 11 and preflight loads  but all the tools are blank 

If I try to switch from PDF standards I get a pop up error message "unable to copy the user specific preferences.

I followed all of the previous advice and nothing has worked. Please help.

Thanks

Rebecca

[divyasin]

Hi @Rebecca22400747zhjk ,

It appears to be some issue with Preflight Profiles getting corrupted or facing issue during install.

Please try this suggested workaround and let me know if this resolves the issue :

1. Disable the sandbox feature in Acrobat (under Preferences > Security (Enhanced) > Enable Protected Mode at startup (Preview)) , Quit Acrobat and Restart.
2. In the case of empty Profiles (or generally), it is advisable to remove the Preflight preferences (%APPDATA%\Adobe\Acrobat\Preflight Acrobat Continuous) to get fresh libraries/profiles after the sandbox is disabled. Quit Acrobat , Remove Profiles from above mentioned path and Restart Acrobat. Try Preflight again after relaunch , it should then fetch the fresh libraries/profiles.

Note: Please keep a backup of folder before removing from appdata as any custom profiles might get lost during removing/renaming folder.

Once the issue is resolved , please enable sandbox feature again and continue to use Product. 

Regards,

Divya Kumar Singh