Error in Converting word documents to pdf using Acrobat Add-in after new update

[sank8.b]

I am using adobe acrobat pro version 2024.002.21005 and Office 365 2408 (Buide 17928.20216). After the update I am not able to convert the word documents to pdf. I tried reinstalling both Office 365 and Adobe Acrobat but the issue persist. The ICONs in the Word ribbon under Acrobat are also not visible. I again tried reinstalling Acrobat. After reinstalling, for less than a minute the PDFmaker addin work fine and pdf is created but just after some time it stops working and the ICONs go missing.

[akagarg]

Hi @sank8.b 

Thanks for reporting the issue. Can you please confirm the following : 

1.  Are you using any external monitor setup?
2. OS details
   Also, Can you please share us the logs so that we can look into the issue
   Steps
   1. Close Acrobat
   2. Download and run Diagnostics utility https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
   3. Select Start Diagnostics.
   4. Now Open Acrobat and reproduce the issue.
   5. Select Stop Monitoring, and share the log ID with us.

Thanks,

Akanksha Garg

Adobe Acrobat Team

[sank8.b]

Hi akagarg,

Thank you for your support. 

I've followed the steps you suggested. Here's the log ID 5abcc91b-0c67-4904-8c73-87881a69c75d

[akagarg]

Thanks @sank8.b , we will look into it. 

Can you please share me below info as well:

1.  Are you using any external monitor setup?
2. OS version

[sank8.b]

Hello @akagarg ,

I am using external monitor setup and Windows 10 Enterprise 64-bit operating system, x64-based processor OS Build 19045.5011

[akagarg]

Thank you for your prompt response @sank8.b, we are working on its resolution and its fix will come in our upcoming release.

Regards,
Akanksha

[akagarg]

Hi @sank8.b ,

Thank you for your patience, we would want some additional information about this matter.

Could you please provide the hardware specifications for your primary computer and the external display respectively?