Cannot insert or add JPG/JPEG files into PDF (Acrobat XI Pro)(Windows10)

[MitchellUVT]

Hello!

I have an end user that is having issues working in Acrobat XI Pro on a new windows 10 desktop.

They cannot insert PNG's, BMP's, but NOT JPG's (or JPEG's) into PDF's. I cannot find anything in logs, Event Viewer, etc. And I cannot seem to find an answer elsewhere.

I tried a reinstall, a repair, uninstalling and installing an older revision of XI Pro, but nothing works.

Version installed now is XI Pro 11.0.23.

Any help would be so nice! please let me know! Thank you!

[Adorobat]

Hi MitchellUVT,

As per the issue description mentioned above,  you are facing issue when trying to insert images in a pdf, is that correct?

Could you try rebooting the machine once if you haven't already and check if that helps. Also, let us know if this happens with a specific pdf file or with other pdf files as well? Try replicating the issue with another pdf file and check if the issue still persists.

Thanks,

Shivam

[MitchellUVT]

I have tried that as well.

Issue persists through all PDF's, rebooted multiple times and still the issue persists.

[MitchellUVT]

bump?

[Bernd Alheit]

Can you convert the jpeg files to PDF?

[MitchellUVT]

Unfortunately not.

[Bernd Alheit]

What happens when you convert jpeg files?

[MitchellUVT]

Thanks,

Converting the image to PNG (or any other format besides JPG/PEG) works fine.

[Bernd Alheit]

What happens when you convert the jpeg files to PDF?

[MitchellUVT]

It errors saying it cannot open JPG file

[MitchellUVT]

"The input file is corrupt or of unknown/unsupported file type."

[MitchellUVT]

Also, I tested the same JPG file in another version of adobe on a different computer and it imports and converts just fine.

[Bernd Alheit]

Looks like a problem of the Acrobat installation.

[MitchellUVT]

I tried reinstalling, issue persists.

I tried a different user profile also, issue persists

[Adorobat]

Hi MitchellUVT,

Could you try running Acrobat in compatibility mode for Windows 7 using the steps given below and check if that works:

1- Locate Acrobat icon on the desktop > right-click > Properties

2- Compatibility tab > run this program in compatibility mode for > select windows 7

Also, would it be possible to share the jpeg file you are working with to replicate the issue at our end? To share the file here in the forums, refer to the steps given in this link: How to share a file using Adobe Document Cloud

You may also share the link for the pdf via private message - How Do I Send Private Message

-Shivam

[MitchellUVT]

For the compatibility, I've tried that as well as the run as admin part. The issue still persists.

For the image, this happens on the latest Windows 10, all JPG's do this, it is not an issue with the image specifically I can replicate the problem with any JPG used. That being said I unfortunate cannot share the image as it holds confidential information for my end users.

[MitchellUVT]

bump?