Converting Word file to PDF - document content missing from PDF (using right click convert to PDF)

[Martin322337235i5c]

We are having an issue for one user where, if using the context right click menu in explorer on a Word document and choosing Convert to PDF, it runs through the process but will miss parts of the document out of the PDF.

The exact same word document, using the same version of Adobe Pro on another PC (23.003.20284) converts without issue.

The document also converts ok using MS Print to PDF and Adobe print to PDF, just not using the right click option.  Can anyone advise what to check?  Adobe and MS Office fully up to date, same versions on the different PC's.  

Was working up until a few weeks ago - towards the end of August

[Amal. · Accepted solution]

Hi @Martin322337235i5c ,

I hope this message finds you well.

I'm sorry to hear that you're having trouble creating PDF files from MS Word. I tried to reproduce the issue on my end and its working fine.

Based on the information you've provided, here are a few things you can try:

1. Check if the issue is with a particular Word file or with all files. Try opening a different Word file to see if it works successful.
2. If the file is stored on a shared network/drive, download it to your computer locally and then try again. Sometimes, network issues can prevent PDF files from opening properly.
3. As you have the updated version of the application Repair the installation of Adobe Acrobat. To do this, open Adobe Acrobat and go to Help > Repair Installation. (Win Only)
4. Reset the Acrobat preferences. To do this, follow the instructions in this article: https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...
5. Create a new test user profile with full admin rights in Windows or enable the root account in macOS and try using the application there and check. This can help to rule out any user-specific issues.

Let us know how it goes.

Best regards,

Amal

[Martin322337235i5c]

Thanks for getting in touch

The issue appears to be with any MS Word document.  The original files were on a server share, but for testing I am using a local copy in a folder off the root of c:

I did a complete uninstall and reinstall of Adobe but will give the repair / reset options a try and come back to you.  One extra thing to note - the same file(s) convert fine on another device using the same versions of MS Office and Adobe (opening from server location).  If another user signs on to the problematic PC, e.g. different profile, the issue still exists so does look to be specific to that device.

[Edwin32257628un1t]

I have the same situation as well.  I uninstalled and reinstalled Adobe Acrobat.    THe issue continues regrettably.  😞

[philw42106850]

I'm having the same issue - all files stored locally, out of 14 different Word files, 4 of them are converting to blank pages. These documents are a mixture of text, linework and imported graphics. If I open each one individually in Word and save as a pdf, all works fine. Have admin permissions, no issues until yesterday when I had one, but I assumed a dodgy Word file - today confirms it's widespread. This is a massive issue for me, everything gets converted to pdf before printing here.

[Grant285457363tzn]

This is a bug in the latest release (and the previous release 2 weeks before this).
Please fix this issue.
There are mulitple users that have reported this in our company and can reproduce the issue myself consistently.
another thread with the same issue:
https://community.adobe.com/t5/acrobat-discussions/converting-word-file-to-pdf-document-content-miss...
https://community.adobe.com/t5/adobe-acrobat-online-discussions/combining-word-files-in-acrobat-pro/...

[Amal.]

Hi there

The issue is reported to our engineering team and is being worked upon.

The fix will be available in the future updates.

Thanks for your time and patience.

~Amal

[Fenton5C95]

Hello Amal

Do you have any ETA for the fix?

[Amal.]

Hi there

Sorry for the trouble.

We do not have any fixed time line on this. We will keep you posted as soon as we get any update from the engineering team.

Thanks for your time and patience so far.

~Amal

[G330121352wnh]

So, let me understand . . . I'm being charged for software that doesn't convert Word to PDF and you have no idea when it will be fixed?

[MegSuzySac]

Fenton5C95, after a month with this issue, it has seemingly been resolved as of this morning, at least for me.

[G330121352wnh]

MegSuzySac - What did you have to do to get it to work?

[MegSuzySac]

The only change I made from my typical "right click to combine" was to expand each selected file before combining - see screenshot. I expanded each multi-page Word file before combining, and the file produced correctly. However, I did not try to combine without expanding the files first on that occasion, and I'm unsure if the expansion was the solution or just a coincidence.

Right click to combine is now working for me again WITHOUT the need to expand each file. 

I did not take any other troubleshooting steps, as it was clear to me from the other posts that the problem was with Adobe's updates and not something I could resolve on my end. The solution may simply have been pushed in an automatic update. I'm sorry I can't be of more help!

[Grant285457363tzn]

I see that there is and optional update that Adobe released on Oct. 17 (23.006.20360)

can you see which version you are using and let us know?
under Menu > Help > About Adobe Acrobat..

[MegSuzySac]

2023.006.20320, and I'm running WIndows 10. I first realized the issue was resolved maybe 4 days ago? I had been using Adobe Online as a workaround for about a month.