Convert to JPG doesn't save the file

[tomd38457319]

Hi there so I have had the user try to convert a pdf file to a jpg file 3 different ways and none of them actually create the file.

This is happening for a few users in our organization if we go file, convert the progress bar moves slowly and then you go to find the file and it's not there. Then if you go file, save as tick the convert box it moves quicker and then you can actually see the file in file explorer. However when you open the file it says that it has been moved or deleted and then the file disappears from file explorer.

Would appreciate some help with this as it is causing our users quite some frustration.

[Jo33891498j5ml]

Thanks Judith, I'd only just started having this problem and couldn't figure out why

[PieterHdV]

Two weeks ago, if I made changes to a PDF, like covering a piece of text with a comment-box, I could do this and save the result as a jpg file. Today, after an adobe update I cannot do this anymore, even if cleared the 'Enable Protected Mode at startup.' However, it does work if I save the result as a PNG file.  I think both should work, is it not?

[Amal.]

Hi there

Please confirm the version of the Acrobat you are using? Go the Help > About Acrobat and make sure its updated to version 23.08.2042X Go to Help > Check for updates and reboot the computer once.

Also, 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 sharing them via any cloud storage (dropbox, google drive etc.) for further investigation.

~Amal

[PieterHdV]

Thanks for your reply.

I updated my Adobe pro to version 23.008.20421. The error still persists: a text masked by a white comment rectangle reappears when the pdf is saves as a jpg (when saved as png, there's no problem).

I hope you can access the logs I created or else let me know.

Adobe LogCollector Portal

File: AdobeLogs_20231219_033101_372-win-GS.zxp

Acromon

5708aafb-511f-45e6-b8e9-355a78836835

[Amal.]

Hi there

Thanks for sharing the logs. Please also confirm the version of the OS you are using form ore clarity.

~Amal

[PieterHdV]

No problem, the OS is:

Windows 11 Pro 64-bit, x64-based processor

Version: 23H2

OS-build: 22631.2861

[Amal.]

Hi there,

Thanks for sharing the info. i have raised this to the dev. team for review.

We will share more details as soon as we get any update.

~Amal

[Amal.]

Hi @PieterHdV 

The issue is not reproducible in-house. Would you mind sharing the test file with which the issue is reproducible for further investigation?

~Amal

[Amal.]

Hi @PieterHdV 

I trust this email finds you well. Our engineering team is eagerly awaiting the requested test file, which will assist in reproducing the reported issue.

Would you be able to kindly provide us with the requested file at your earliest convenience? This will greatly aid us in our investigation process.

Thank you in advance for your cooperation.

~Amal

[Robert2682359479zk]

Nice job Judith. It worked for me!!!

[MSFTguru]

Thank you!!! Unchecking Enable Protected Mode at Startup resolved the issue. I still consider this a bug that Adobe should address, but I'm just glad that worked!