Error Printing Certain PDFs - Adobe Acrobat Pro

[Obsidian _2728]

Hi All, 

Recently experienced an error when printing certain PDF files opened or downloaded from Outlook. I receive the following error messages:

1. "The document could not be printed. Please use our help page to troubleshoot."
2. "An error occurred while printing the document. Please use our help page to troubleshoot."

Have been using the free Adobe Reader software for 1.5Y but I started having this problem after purchasing an Acrobat Pro subscription. I spent over 1.5h with an Adobe Live Chat Agent, and he still couldn’t resolve the issue.

Here’s what I’ve tried so far:

1. Uninstall > Reboot > AcroCleaner > Reboot > Download and Install Acrobat Pro 64-bit
2. Uninstall > Reboot > AcroCleaner > Reboot > Deleted Adobe folders from C:\Program Files and Regedit > Reboot > Download and Install Acrobat Pro 64-bit

3. Adobe > Help > Check for updates & Repair installation

Any ideas?

[Obsidian _2728]

Update 29th October 2024 : DO NOT UPDATE THE SOFTWARE! 

Help > Check for Updates > Install Updates

Unfortunately after updating, it got worse. The app is just a black white space and I could not open any PDF files. It shows as internal error. 

[abhisi]

Hi Obsidian _2728,

Sorry for the inconvenience caused to you. I tried the same workflow on the latest Acrobat 64-bit software, and the issue is not happening at my end. 

Could you please share the following information to investigate the issue:

1. What is the behaviour when you are using the quick print option available on the drop-down button of the attached PDF in outlook. Please confirm whether you are facing the issue there as well or not.

2. Is the issue happening with all the PDFs opened or downloaded through Outlook or with some set of PDF files?

3. Which printer are you using, and what is the model number of it. 

4. Please share some PDF files on which you're facing the issue.

5. Are you able to print successfully when directly opening a PDF in Acrobat and not through outlook.

6. Please share the version of Acrobat you are using. You can check by following the below steps:

Help (left top panel) > About Adobe Acrobat Pro.

7. It will be great if you provide a video of the issue that’s happening at your end.
 

Thanks,

Abhishek Ranjan Singh

[Obsidian _2728]

Hi Abhishek, 

1. Nothing happened when I use the quick print option
2. Only certain PDFs
3. Brother MFC-L8690CDW Laser Printer
4. Unable to share due to sensitive information
5. I have always open PDF directly in Acrobat. Thus, experienced the error.
6. Adobe Acrobat (64-bit) (2024.004.20220)
7. Please refer to the attached images. It's either showing blank white space or missing tools.

 

  

You have actually spent 1.5h providing remote assistance to access my laptop, but the issue remains unresolved.

Thanks.

[Obsidian _2728]

The problem has now escalated to all PDF files regardless if they are from Outlook or not. 

[absethi]

@Obsidian _2728 Apologies for the problem. 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
Abhinav Sethi

[Obsidian _2728]

Hi Abhinav 

Log ID: a52054c7-3672-4da2-8295-51d091e10b0a

[Obsidian _2728]

Hi Abhinav, not sure if its related but after running the disgnostics, the software stops working. Couldn't open any files, the app is just blank screen. 

Thanks. 

[Obsidian _2728]

Hi Abhinav 

Log ID: 14ae009f-d3c0-4e19-9ae6-f9b84c5c69f5

[absethi]

Thanks for sharing the information.
Regards,
Abhinav Sethi

[Obsidian _2728]

Any progress on resolving this issue?

[S. S]

Hi @Obsidian _2728,

Thanks for sharing the details.

We have logged a ticket, and the team would be working on it.

I will keep the thread updated as and when we make progress.

We request your kind understanding and patience while the team investigates on it.

-Souvik

[S. S]

Hi @Obsidian _2728,

Would you mind capturing print logs from your system and sharing them with me? 

You can refer to the steps mentioned here: How to collect Print logs for Acrobat/Reader?

This will help me get the investigation expedited.

Thanks,

Souvik

[Obsidian _2728]

Hi S. S,

Please check if this is correct? I coundn't send the zipped folder. 

2024-11-08 09:56:39 000000 002215 INFO AGMInitialize called. LogCheck: 1, 2, abc
2024-11-08 09:56:39 000000 000226 INFO Release version
2024-11-08 09:56:39 000000 000033 INFO NON Metal version
2024-11-08 09:56:42 000003 3014399 INFO AGMTerminate called
2024-11-08 09:56:44 000000 001712 INFO AGMInitialize called. LogCheck: 1, 2, abc
2024-11-08 09:56:44 000000 000180 INFO Release version
2024-11-08 09:56:44 000000 000032 INFO NON Metal version
2024-11-08 09:56:45 000000 509572 INFO AGMTerminate called

My theory: I believe the issue stems from the bug of not being able to print in grayscale. Even with the ticked box to print in grayscale, it prints out as coloured s show in the preview. (please refer to image below.) 

So I changed Menu > Preference > Color Management > Grayscale: Black & White

and thats when it seems like the software starts breaking down (breakdown sequence: unable to print > internal error opening odf files > unable to load software)

Please advise.

Would appreciate if this could be resolved quickly, as it is causing inconvenience to my work.

Thanks. 

[S. S]

@Obsidian _2728 Thanks for sharing this. I have forwarded the info to the team for further investigation.

Meanwhile, could you try going to advanced-> toggling the option "Print as Image" and follow the same workflow?

-Souvik

[Obsidian _2728]

Hi S. S,

The checkbox for "Print as Image" is grey out. I can't toggle it. 

Thanks

[S. S]

Thanks @Obsidian _2728,

I have added all the available info for the team to look into.

-Souvik

[Abambo]

Just for the record: Did you try to print from a different computer on the same printer, or from the same computer on a different printer. We experienced, from time to time, very strange issues, that needed to reset the user respectively to install the OS from scratch, where both is really the nuke solution, as many of the carefully configured setting will be gone with that.

[Obsidian _2728]

Hi Abambo

I only have one computer and one printer, so I wasn’t able to fully test that theory. However, my colleagues also have Acrobat Pro subscription, and they haven’t experienced any printing issues. That said, I'm not sure if they initially used the free Adobe Reader like I did or if they went straight for the Pro subscription from the beginning.

In an attempt to resolve the issue, I’ve uninstalled Acrobat, used the AcroCleaner tool, and manually deleted relevant folders from C:\Program Files and regedit to remove all traces, before downloading and installing the Acrobat Pro installer. However, the Acrobat Pro installer version is just unusable and upgrading features from the free Adobe Reader resulted in the "print in greyscale" not working. 

[S. S]

Hi @Obsidian _2728,

Were you able to test the info @Abambo referred to? 

Also, for  the "Print in GreyScale," you might need to go to Advanced-> uncheck the option "Print as Image." 

This should enable the feature.

-Souvik

[Obsidian _2728]

Hi S. S

As mentioned, I wasn't able to test that theory since I only have one laptop and one printer available.

Regarding the "Print in GreyScale" option, I have informed you on Nov 10 that the option was greyed out, and I am unable to check or uncheck it.

At this point, I assume no solution has been found yet?