Blank screen when password protecting document

[Langdon5FE4]

We use adobe acrobat Pro and when we use the toolbar on the right to try and password protect a document a blank screen pops up that is usually the screen where we do the password protection.  This is new when we upgraded to acrobat Pro.  It works if we go to the file - properties - security, but this way is a few more steps than just using the toolbar on the right. 

[Langdon5FE4 · Accepted solution]

Luckily when restarting the next morning it worked for the colleague who was having troubles.  Sorry i can't be more help to others that are having the same issue, but ours did resolve itself after a "reboot" 

[Amal.]

Hi Langdon

Hope you are doing well and sorry for the trouble. AS described you are getting the blank screen pop up when trying to password protect the PDF file.

Would you mind sharing the steps you are doing to password protect the PDF files.

Also please try to update the application to the new version 21.07.20099  recently released. Go to Help > Check for updates and reboot the computer once and see if that works for you.

Regards

Amal

[Pro Imaging LFP]

I am getting the same error.

Simply: "Protect" -> Protect Using Password -> White Dialogue box that hangs.

[Amal.]

Hi there

Hope you are doing well and sorry to hear that. Have you tried updating the application as suggested earlier?

Go to Help > Check for updates and reboot the computer once and see if that works for you.

Also, try to reset the Acrobat preferences as described in the help page https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works for you.

Regards

Amal

[Langdon5FE4 · Accepted solution]

Luckily when restarting the next morning it worked for the colleague who was having troubles.  Sorry i can't be more help to others that are having the same issue, but ours did resolve itself after a "reboot" 

[Abambo]

A reboot is probably one of the best trouble-solver for most computer problems.

[Deirdre21797971mkur]

Hi All

I have tried all the suggestions here but am still having the issue, has anyone found another resolution 

Thanks

[moo_tada]

Hello Amal,

I'm facing the same issue and the version used is v99.

Please advise.

[moo_tada]

similar issue has occured in v91 and after unchecking 'Show online storage when saving file' and 'Show online storage when opening file', it works for me, but not in v99

[Scrambledeggs]

I am having the same issue. Reboot did not help, and my ap is up to date. 

[Tariq Ahmad Dar]

Hello,

Sorry for the trouble you are experiencing. 
Try launching Acrobat > Hamburger menu(Modern UI)>Help or Help > Repair Installation. Once the repair is done, check for any updates for your printer and try installing it. Once that is done, you can restart the machine once and try again.
If the issue persists, please screen-record this issue and help us with the following: 

OS name and version.
- Acrobat version installed on the machine. 

- When was it working fine? 
- Screen recording would be helpful. 

Let us know how it worked at your end, will be waiting patiently. 

~Tariq

[alexhtc]

We are experiencing the same.

For what it's worth if you open up "Protect" from the Tools menu, then select Encrypt> Encrypt with password - this seems to be the workaround for now.

We updated to latest version, rebooted, cleared preferences - no change - still get that blank box.

[Amal.]

Hi there

Hope you are doing well and sorry for the toruble. Please go to Edit (Win), Adobe Acrobat (MAC) > Preferences > General > Uncheck 'Show online storage when saving file' and 'Show online storage when opening file' > Click OK and reboot the application and check.

Regards

Amal

[Diane21905944psf9]

"Online storage" is unchecked and we are still experiencing the same blank screen.  We have the latest software updates and have tried rebooting. 

[Amal.]

Hi there, we are sorry to hear that.

Please try to use the application in the new test user profile in windows or enable the root account in Mac and see if that works for you.

Regards

Amal

[Naabih Sainudeen-FutureX]

Please check the reply in the thread, and this may help you. Good luck!!

[Jaxfax1]

The Encrypt work-around did it for me! Saved my project timing.

I have all the updates, rebooted and no change, still get the blank screen. 

[David22259786jxe4]

We are also experiencing the same issue for a single user. No luck with resarting or reinstalling the app. The only thing that works temporarily is stopping all Adobe processes and deleting "%appdata%\Adobe" and "%localappdata%\Adobe". However, this only works for a few hours/days and then the issue comes back

[Amal.]

Hi there,

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and procmon logs for Win only https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them with us via document cloud https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[M David157F]

Has a solution been found to this problem...I am now on day 13 struggling with this bug in Adobe's product.

[defaultuk4fm3faz1z7]

It's july 2022 and I'm having this exact issue. How is this problem with acrobat still a thing? I hope yours got solved.

[David22259786jxe4]

Thanks Amal,

I've gathered the logs and uploaded them to document cloud but am unclear as to how to send them to you, can you advise how to do this?

Best wishes,

David

[Amal.]

Hi David,

I am sorry to keep you waiting, would you mind collecting the fresh logs as described earlier and upload the log file to document cloud and share that link with us as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[David22259786jxe4]

Hi Amal,

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:c46530c0-409e-4937-838b-6f4323aa7e9d

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:31bbdc24-4728-43ef-be73-fa458f80b041

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:601fa243-0f6f-40a3-863f-74b3414cc34c

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:4cf11e6e-ff70-46a2-8da0-aa3dacc13a9a

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:ffa315cb-263e-44e0-9d47-f92a77177418

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:26641d64-bee7-4e29-87be-839c62896270

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:bff4c0eb-1618-40b3-b47b-ba93a4bc0788

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:78a0b2f4-027b-4cb5-b211-59c4785e7aa5

Best wishes,

David

[Amal.]

Hi David,

Thanks for sharing the details. Also, please try to 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 link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html and see if that works for you.

Regards

Amal