adobe pro com add in to word 365 - error "getimage"

[DJO4]

I have microsoft 365 v 2408, build 17928.20538 on a windows 11 v 24H2 (10.0.26100.4061)

- when i add in the adobe pro com add -in to microsoft , i get the following error message 2 or 3 times every time i open an office document. 

------ custom UI runtime error in acrobat pdfmaker office COM Addin - an error occured while calling the callback: "GetImage"

 ----

In outlook - when adding an attachement, the PDF documents do not show in the recent list like they used to. 

I have already tried uninstall of office and adobe pro, and then reinstall. Any advice on how to make the com add in work? i have waited through different updates and tried to select the add in again - but the error messages never go away. 

[Tariq Ahmad Dar]

Hi @DJO4,

Thanks for sharing the details. From your description and error message "GetImage," it appears the issue is related to the Adobe Acrobat COM Add-in in Microsoft Word 365. It likely interferes with document handling or when rendering the Adobe PDF tab icons or controls.

Based on what you’ve shared, here are a few things to check and try:

1. Repair Adobe Acrobat Installation

• Open Acrobat.

• Go to Help > Repair Installation.

• Restart your system and check if the issue persists.

 

2.  Update Acrobat and Microsoft Office

Ensure both Acrobat and Office 365 are up to date:

• Acrobat: Help > Check for Updates

• Office: File > Account > Update Options > Update Now

3. Re-enable or Reinstall the COM Add-In

• Open Word.

• Go to File > Options > Add-ins.

• At the bottom, select COM Add-ins > Go…

• Uncheck Adobe PDFMaker Office COM Addin, click OK.

• Reopen Word and re-enable it again via the same steps.

• If the issue remains, you may need to reinstall the add-in:

  • Close Word and Acrobat.

  • Navigate to:

    • C:\Program Files (x86)\Adobe\Acrobat <version>\PDFMaker\Office

    • Run PDFMOfficeAddin.dll via regsvr32 or reinstall Acrobat.

4. Run Office as Administrator Temporarily

Sometimes, permission issues prevent the add-in from loading or functioning properly.

• Right-click the Word icon > Run as Administrator.

• Try using the PDFMaker tab again.

You may also check this help document: https://adobe.ly/3HIwoWx

Additional Notes:

• If the add-in fails during GetImage execution, this could indicate a problem loading icons or toolbar assets, often due to missing registry keys, a corrupted user profile, or interference by third-party plugins.

• Try with another Windows user profile to rule out user-specific corruption.

• If your organization manages add-ins centrally, check with your IT or endpoint management team about deployment integrity.

Please let us know:

• Your exact Acrobat version (Help > About Adobe Acrobat)

• Whether the issue happens with all Word documents or only specific ones

• If any third-party plugins or security software are in use

We’ll be happy to help further!

~Tariq