Cannot add image to PDF

[MaristMark]

We have had this issue come up with many end users.  We are using DC ver. 2021.007.20095 and when some users try to add an image to a PDF they get an "Unknow Error The selected image could not be converted and placed in the document".  I have tried this on more than one machine with different PDFs and image types.  I get the same results.  This is becoming a major issue and it seems to be something that has been going on for some time based on some of the post I’ve read.  Is there any solution to this problem?

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described you are unable to add the image to the PDF and getting the above mentioned error message.

Please try to update the application to the recent version 21.07.20099 from the help menu > check for updates and reboot the computer once.

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

You may also check the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat-discussions/can-t-add-image-to-pdf/m-p/10471916#M141539

Regards

Amal

[MaristMark]

I updated to 21.07.20099 and still have the same behavior.  This issue is happening on multiple computers under multiple Windows accounts.  All of the accounts have local admin rights. 

[Amal.]

Hi there

Would you mind sharing the small video recording of the steps you are doing and the sample image file that you are trying to add to the PDF, so that we can try to check it at our end.

https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[MaristMark]

This issue happens with multiple PDFs and image files.

[Amal.]

Hi there

Hope you are doing well and  thank you for sharing the image and the video. As we can see in the video that you get the progress bar when adding the image would you mind sharing the video where you get the error message.

I have tried to add the PNG imae that you have shared using the Edit tool and its working fine. Please try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check.

Regards

Amal

[MaristMark]

I have already done that and get he same results.  This is also happening on multiple Windows computers do different users.

[MaristMark]

I've attached screen shots of the error message.  Thye come up after about 60 seconds of starting the process of adding the image.

[Amal.]

Hi there

Please check out the correct answer marked in the similar discussion here https://community.adobe.com/t5/acrobat-discussions/can-t-add-image-to-pdf/m-p/11726504#M292327 and see if that works for you.

Regards

Amal

[MaristMark]

Running the AcroCleaner tool fixes the problem when I open Acrobat for the first time.  Once I close the application and relaunch it begins to break the same error message when I try to add an image.

[MaristMark]

I also just stumbled on another image related issue.  When trying to combine multiple images in a single PDF I get the attached error.  The error was generated when I went to tools and chose combine files.  The only reason I bring it up as it seems too coincidental that I’m getting another error when trying to do something with image files and I suspect the two problems are related.

[Amal.]

Hi there

We are sorry to hear that. Do you have the Acrobat Reader and Acorbat DC both installed on the same machine? If yes, please check the correct answer marked in the similar discussion shared earlier.

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 and reinstall the application using the link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Regards

Amal

[MaristMark]

I do not have Reader installed on any of the machines that are having issues.

[MaristMark]

I used the removal tool and reinstalled as you suggested.  I was able to add images until I restarted the computer.  After the reboot I get the same errors when trying to add an image.

[Amal.]

Hi there

We are sorry to hear that. Please follow the steps shared in the correct answer marked in the similar discussion https://community.adobe.com/t5/acrobat-discussions/can-t-add-image-to-pdf/m-p/10471916#M141539  and see if that works for you.

Regards

Amal

[MaristMark]

Running as administrator does not fix the issue.

[Amal.]

Hi there

We are sorru to hear that. Would you mind sharing the PDF file and the image file so that we can try to reproduce and check it at our end. https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[AComes]

Hello, have you found a fix for this?

[Amal.]

Hi there

We are sorry to hear that. Would you mind sharing the small video recording of the issue and the sample PDF file and the image file so that we can try to reproduce the issue on our end https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[MaristMark]

Hello Amal,

I appears the issue is with the interaction between Acrobat and McAfee Endpoint Security.  McAfee is currently working on a fix. 

Thanks,

Mark

[Amal.]

Hi there

Thanks for sharing the update.

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

Regards

Amal

[Atienss · Accepted solution]

Hello,

I recently came across an issue when trying to add an image to a PDF where I received the error message "Unknown Error: The selected image could not be converted and placed in the document." I wanted to share how I resolved this problem with everyone. If you have already found a solution, that's great, but I still wanted to share my experience.

I searched for a solution but couldn't find anything that worked. After several attempts, I discovered that the issue was related to the image file format. For example, when I tried adding a .png image, I encountered the error mentioned above. However, when I changed the image format from .png to .jpg, it worked perfectly. So, if you encounter this issue in the future, try changing the image format. I hope this tip helps you all. Have a wonderful day!

[dctoledo]

This is just frustrating, I have tried everything still stuck with the error.