Participant

Question

Error message "An error exists on this page. Acrobat may not display the page correctly".

Forum|Forum|3 years ago
December 9, 2022
1 reply
4958 views

Our software runs on macOS and user can create PDF file by using macOS built-in Save to PDF feature when printing.

The PDF files created in this way can be opened in macOS Preview app (on macOS) and web browsers, e.g. Firefix, Chrome, Edge, etc., (on Windows and macOS).

But when try to open these PDF files with Adobe, the error message in title popup and the PDF file can't be viewed.

We are not able to find any detailed info re the error message in Adobe Pro.

A sample PDF file is attached.

Please kindly help us find a possible solution.

Great thanks!

Print.pdf

Create PDFs

This topic has been closed for replies.

Souvik Sadhu

Legend

Hi @Bin2750839243o6,

Hope you are doing well. Sorry for your experience with Acrobat DC.

Would you mind sharing some details for further investigation:
1. The version of Acrobat you are using;

2. A screen recording of what you see when opening the file in Acrobat;

3. Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share them via the document cloud link https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation.

In the meanwhile, you may refer to the steps mentioned in the given thread, which has answers to a question similar to yours: Solved: PDF Files open blank on Mac

Look forward to hearing from you.

-Souvik.

B

Bin2750839243o6Author

Participant

Hi Souvik,

Thanks a lot for your help.

First of all I'd like to mention that the issue is different than the one "Solved: PDF Files open blank on Mac" since most of our users (and tested by ourself) need that the PDF files can be opened on both Mac and Windows. We see the same error message on both Acrobat for Windows and for Mac. The error message screenshot is attached. The sample PDF file is attached again for your reference.

We are using the latest Acrobate Pro for Windows (version 2022.003.20282) (64bit) and for Mac.

Here is the shared link for the sample file "Print.pdf":

https://acrobat.adobe.com/id/urn:aaid:sc:US:cd57b92a-154a-455f-a090-8e38ba6b4f76

(And it shows correctly at the shared link in web browser. No error message.)

Acrobate Pro refuse to open the ".ZXP" file created by "collecting the Adobe CC logs" therefore we can't share it via the document cloud link https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html. We can only click button "Upload" of LogCollectorTool.exe to send the log (to somewhere).

Hopfully this is enough for your investigation. Kindly let us know should any further info is needed.

Best regards,

Bin

Print.pdf

B

Bin2750839243o6Author

Participant

Further to my last reply, just notice a email in my inbox named "LogCollector Tool: Log Upload Status - Success" with following info.

------------------------------------------------------------------------------

Dear User,

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20221210_023539_067-win-GS.zxp

Please use the above filename as a reference when contacting Adobe Customer Care.

Thank you,

The Log Collector Tool team

--------------------------------------------------------------------------------

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