Cannot create pdfs from Word 365 on a Mac running Sonoma 14.5

[Tracy37683286f6ck]

Hi,

I have Acrobat Pro v2023.008.20470 and I think since updating my Mac (M1, 2020) to Sonoma 14.5, I cannot creat a pdf from Word 365. The system asks for access to a greyed-out .var folder?? I can however create pdfs from Excel files. Any ideas?

Tracy

[kathrynn84841670]

I have the exact same issue.  Help!!

Thanks, Kathryn

[Amal.]

Hi there

Hope you are doing well.

What happens when you try to create the PDF? Do you get any error message? If yes, please share the screenshot of the same for more clarity.

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please download it to your computer locally and then try again.
 
What is the version of the OS and the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20759 installed. Go to Help > Check for updates and reboot the computer once.
 
Also try to repair the installation from the help menu (Win Only) and see if that works.
 
Please try to reset the Acrobat preferences as described here https://adobe.ly/3ySgOmB

~Amal

[kathrynn84841670]

See responses below in RED.  FYI - The work around I have is to move the files I need to convert from my Mac mini to iCloud, open them on my Mac laptop, create the .pdf (with NO problem), and then pull the .pdf from iCloud back to my Mac mini. Works every time with absolutely no problem.

Hope you are doing well.

What happens when you try to create the PDF? If I try to "print as .pdf", it acts like it works, no error, and no .pdf created.  If I try to “save as .pdf … best for printing” it causes Word to crash. Do you get any error message? No. If yes, please share the screenshot of the same for more clarity. N/A

Is this an issue with a particular PDF file or with all the PDFs? Every Word .docx file I try to change to .pdf. Please try with a different PDF file and check. N/A. If the file is stored on a shared network/drive please download it to your computer locally and then try again. Files are only on local drive.
 
What is the version of the OS Sonoma 14.5 and the Acrobat DC Acrobat Pro 2024.002.20687 you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 24.02.20759 installed. Go to Help > Check for updates and reboot the computer once.
 
Also try to repair the installation from the help menu (Win Only) and see if that works. I did uninstall and reinstall about a week ago and nothing happened.
 
Please try to reset the Acrobat preferences as described here. Everything was working fine until it didn’t.  All the reset were done during the reinstall.

[Amal.]

Hi there

Hope you are doing well.

The 'Save as PDF' and 'Print as PDF' is a MS Word process of PDF creation, please try to create the PDF from Acrobat ribbon in the MS Word toolbar at the top and see if that works. Also go through the help page https://helpx.adobe.com/acrobat/using/creating-simple-pdfs-acrobat.html

Also, please update the application to the most recent version 24.02.20759 from the help menu > check for updates and reboot the computer once.

~Amal

[kathrynn84841670]

I had also tried using Adobe Tools - Create PDF and put a Word .docx file in, I get a text box (see screenshot below).  If I try to select the document, it greys out and I get the message in Adobe (see second screenshot).  As a test, I take the exact same Word .docx from my Mac mini, to iCloud, to my Mac Laptop, use Adobe Tolls to Create PDF, and it works perfectly without a problem.

[Amal.]

Hi there

Please remove the application using the Acrobat cleaner tool https://adobe.ly/3VBQDcN, reboot the computer and reinstall the application using the direct link https://adobe.ly/3XmuikO see if that works.

~Amal

[kathrynn84841670]

Per instructions on Acro cleaner, I uninstalled Adobe.  Then open Acro cleaner and it said Adobe not found. Rebooted the computer and went to the second link above; however, it said "400 page not found"

[kathrynn84841670]

I just reinstalled Adobe. Exact same issues with Adode Create - Tool, Word Save As export, and Word Print to PDF.  Back to square one!

[Amal.]

Hi there

Have you downloaded the Acrobat application from the direct link or via Creative Cloud?

Please make sure you download the application from the direct link https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html 

Let us know how it goes.

~Amal

[kathrynn84841670]

I went through all the steps again

1. Used Acrobat cleaner to remove.

2. Rebooted the computer.

3. Installed from the link you sent.

4. Opened Adobe Create Tool - Had the same issue, THEN, it reopened and created a PDF. Tried a second file and it worked again.  I will keep trying and let you know how it goes.

Thanks!

[kathrynn84841670]

Just tried three more Word .docx.  Adobe Create Tool failed every time just like before.

[Amal.]

Hi there

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and  share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[Mark36164148vrck]

Is there any fix for this? 

[jane-e]

please try to create the PDF from Acrobat ribbon in the MS Word toolbar at the top

By @Amal.

Microsoft 365 for macOS does not support PDFMaker and never has. This is why I have have always had Acrobat on both macOS and Windows. While you can create an Adobe PDF from the Acrobat ribbon in Windows, that is not possible on Macs.

File > Print > PDF creates macOS PDF using Quartz — not an Adobe PDF. Although it's possible to create an Adobe PDF in Word, many users create a Microsoft PDF, not an Adobe PDF. The Properties panel in Acrobat will reveal whether the PDF was made by Microsoft, Adobe, macOS, (or something else).

Another option for Macs when using non-Adobe apps is File > Print > Adobe PDF.

Jane

[Goerge382014335ifm]

It is like a permissions issue with the new update. Try going to System Settings > Privacy & Security > Files and Folders, and make sure Acrobat Pro has the necessary access mynsfaslogins.co.za. This often resolves issues like creating PDFs from Word.