Adobe Pro Redaction

Report · Sep 28, 2021

We are having an issue with redaction. When the user highlights the text to be highlighted and then clicks "Apply", a white box shows up with no clickable buttons. This does not let you do anything else in Adobe. This does not lock up the app but you have to escape out of it to do anything else. I found a temporary workaround for now in Task Manager by deleting all "AdobeCroCef" tasks. After deleting those, the user is able to redact. The problem is it always happens again everytime they need to redact something.

I have checked to see if the document is secure and is preventing redaction from happening but it is not secure.

Report · Oct 12, 2021

Hi there

Thanks for your time and patience.

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html .

For more information about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

View solution in original post

Report · Sep 28, 2021

Hi there

Hope you are doing well and sorry for the trouble. As described, when the user highlights the text to be highlighted and then clicks "Apply", a white box shows up with no clickable buttons.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If its a file specific issue please share the file with us for testing.

What is the version of the OS and Adobe Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.07.20091 installed. Go to Help > Check for updates and reboot the computer once.

We are here for help, just need more info

Regards

Amal

Report · Sep 29, 2021

This happens with all PDF files. The user has tried different ones. I uninstalled and then reinstalled the app from Creative Cloud so it has to be the latest version. After reinstalling I rebooted the laptop. It still does the same thing.

Report · Sep 29, 2021

Also as an added note. The "white box" also happens when the users try to email the PDF as an attachment.

Report · Sep 29, 2021

Also, please note that the "CroCef" always has about 5 - 7 instances open when this happens. There is only one file open at the time.

Report · Sep 30, 2021

The latest patch (released 9/29) fixed my same issue (thank goodness!) Hope it fixes yours too 🙂

Report · Oct 05, 2021

Unfortunately installing the update did not work for one of the users so far. I'm still waiting on a response from some others.

Report · Oct 12, 2021

Hi there

Thanks for your time and patience.

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html .

For more information about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

Report · Oct 20, 2021

Having same issue Still nd have done all of the afore mentioned troubleshooting. Still produces Black borders around a blank white box. Using workaround but this solution is not productive. Please advise. Software is updated and issue currently is only with applying Redact.

Report · Oct 21, 2021

Hi there

We are sorry to hear that. Please try to reset the Acrobat preferences as described here - https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works.

Also try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and tey using the application there.

Regards

Amal