First page of word documents blank except for footer when converted

[LaurieRay]

Hi

I'm using Acrobat 2020 and Word 365 (desktop). When convert any of our letter headed documents to PDF the first page is always black excpet for the footer.

The page setup for these doucments is tnat they have a different header and footer than subsequent pages, so it's odd that only the footer appears in the coverted document, you'd imagine that the error would at least be consistent.

Any thoughts on why this error is occuring? 

[Amal.]

Hi @LaurieRay 

Hope you are doing well and sorry to hear that

Is this an issue 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 Acrobat you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 20.05.30574 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau... and see if that works.

~Amal

[LaurieRay]

Hi Amal

Thank you for your reply.

It happens with all PDFs created in Word which meet the following criteria

1) word document is based on our 'letterhead' template, *and*

2) PDF is created in Word using "Save as Adobe PDF", *or*
3) Print "Adobe PDF", or

The error *does not* occur when creating a PDF from the same template under
the following conditions:

1) PDF created in Adobe Acrobat using "File>>Create PDF from fIle", *or*
2) PDF created from Windows Explorer using right-click "Convert to Adobe
PDF",


I am using Office 265, and it is uptodate. I have updated and repaired the
installation of Acrobat also.

Any further suggestions would be most welcome, thank you

*Laurie*

[Amal.]

Hi there

Please try updating the application to the new version 20.05.30574, from the help menu > check for updates and reboot the computer once and see if that works.

If it still doesn't work would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html  and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[LaurieRay]

Hello

It won't update to that version. I get this:

[image: image.png]

[P.I Removed by moderator]

[Amal.]

Hi there

I am not able to see the image that you were trying to share. Would you mind re-sharing the image of the error message.

You may also try to download the patch manually from the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

~Amal

[LaurieRay]

Hi Amal

Apols, the message is:


"No updates available

Installed: Adobe Acrobat 2020 (20.005.305.574)"


Regards

*Laurie Ray (he/him)*
*Senior Caseworker *

[Amal.]

Hi there

We are sorry to hear that. Please share a small video recording of the workflow/steps you are taking to create the PDF.

Also, share the original source file, so we can try to reproduce the issue at our end.

~Amal