Copying and Pasting PNG causes a black box

[Nikita21917005vq8x]

Hi guys

Please can someone assist me?

I can add a PNG image in Adobe Acrobat DC (version 21.007.20099), but when i try to copy that same image and paste it into the same PDF document, it causes a black box

This has never happened before? i have always been able to copy and paste PNG images without an issue?

Please assist?

[joelg60033438 · Accepted solution]

I was able to get this resolved after having a support agent remote into my computer. Try going to edit, then prefeneces. Under Security (Enhanced), make sure enable enhanced security is uncheck, enable protected mode at startup is unchecked, and protected view is off. After checking these settings, you might want to close and reopen Acrobat

[Amal.]

Hi Nikita

Hope you are doing well and sorry for the trouble. As described, Copying and Pasting PNG causes a black box

Would you mind sharing a small video recording of the issue for a better understanding? Also please share the sample PDF file and the PNG image so that we can check it our end.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

What is the version of the OS you are using?

Please try to reset the Acrobat preferences https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that makes any difference

You may also create a new test user profile or enable the root account in MAC and try using the application there and check.

Regards

Amal

[joelg60033438]

I am experiencing the same issue, I noticed it started happening mid january, before then, it would paste fine. I'm guessing maybe linked to an update or something.

[Nikita21917005vq8x]

It happens in any PDF file

Moved the preferences folder as you suggested and it does not help

Have attached an example of a PNG that i use and a video showing what happens

i have copied and pasted images like this onto acrobat for ages. never had an issue

Windows Version 19042.1348

[Amal.]

Hi Nikita,

Thanks for sharing the details along with the PNG file and video recording.

We would also require the procmon logs from your Windows machine as described here - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share the logs file with us via document cloud as described here - https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[Nikita21917005vq8x]

Hi Amal

Here is the link

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:4b52ad97-53ef-486d-8531-a44bc2a1fa7e

[Nikita21917005vq8x]

Hi Amal

Any feedback yet?

[Amal.]

Hi there

We are sorry to keep you waiting. We have shared the logs and other details to our engineering team for their review.

We will share the update as soon as we will hear anything from them.

Regards

Amal

[Nikita21917005vq8x]

Thank you Amal 🙂

[Amal.]

Hi there

I have discussed the issue with the engineering team and they have suggested to insert the PNG image using the 'Add image' option present in the Edit Tool

1. Open the PDF

2. Go to Tools > Edit

3. Select 'Insert Image' and follow the onscreen instructions and check.

Regards

Amal

[Nikita21917005vq8x]

Hi Amal

Yes that works fine.

But sometimes i need to copy and paste the same picture multiple times. Doing it the way you are suggesting is time consuming. Copying and pasting an image has never been a problem, why is it a problem now?

I need a better solution for this please

[bzzz00]

Did you ever get an update for this? I am having the same issue now.

[Mary21949029mbtr]

I have also experienced the same issue, happened recently, been able to copy and paste for ages without any issues and all of a sudden it gives a black image (png file).

Please try and provide a solution as it seems to be a general problem being experienced.

[Amal.]

Hi there

We are sorry to hear that

Please collect the Adobe CC logs as described here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html

and the procmon logs (Win Only) as described here - https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

and share the logs via document cloud - https://acrobat.adobe.com/link/home/

Regards

Amal

[Nikita21917005vq8x]

Hi Amal

Here is the CC Logs AdobeLogs_20211202_071432_676-win-GS.zxp

And here is the link

https://documentcloud.adobe.com/link/track?uri=urn:aaid:scds:US:5fba0074-845b-4704-b905-9d90ae69b2fd

[Amal.]

Hi there

Thanks for sharing the logs and other details. We have shared the same with the engineering team for their  review. We will share the update as soon as we will hear anything from them.

Regards

Amal

[Nikita21917005vq8x]

Hi Amal

Any feedback?

[Amal.]

Hi there

We are sorry to keep you waiting. We haven't heard anything from the engineering team yet, we are waiting for their input. We will share the update as soon as we will hear anything form them.

Regards

Amal

[Nikita21917005vq8x]

Morning Amal!

I trust you had a good holiday season!

Please can you provide feedback on this problem? 

It has now been over a month since we last communicated and this problem is becoming more frustrating

[Amal.]

Hi Nikita

Hope you are doing well and sorry to keep you waiting.

The issue is still in discussion with the engineering team and they are working on it to find the fix.

We will share the update with you as soon as we will hear anything from them.

Regards

Amal

[Cyril22744014u7h8]

Hello I've been having this same exact issue for the last few weeks. It has really been negatively impacting our productivity, we never had this issue before.

[Nikita21917005vq8x]

Hi Amal

it has now been more than 2 months since i first requested assistance. This is getting ridiculous. There are obviously a lot of people having the same problem. Our productivity is affected

Please can we have a solution?

[bzzz00]

Hi Amal, we are also having this issue now which is negatively impacting our business operations. Please provide an update.

[Amal.]

Hi there

We are sorry to hear that. This issue is still in discussion with the engineering team and they are working on it to find the fix.

We will share the update with you as soon as we will hear anything from them.

Regards

Amal

[Nikita21917005vq8x]

This was not an issue previously? there must have been an update that caused this issue. Can we not just undo the update?