Fonts issues Adobe 2020 and macOS Sonoma

[default17lxnfkr1g78]

A user reported that he could not change fonts in Acrobat when editing PDF documents. 
The system used: Macbook Pro Intel + Adobe Acrobat 2020

How we edit PDF documents: 

- Click on the Edit PDF button
- Select the text
- Change the font by selecting the fonts available in the dropdown box. 

Odd behavior noticed: 

- When hovering over the available text the selection is not highlighted
- When a font is selected, the font changes once but reverts to the font Helvetica. 
- After this, other fonts can not be selected. 

- When we try to select another font it reverts to Helvetica. 

Issue confirmed
I was able to confirm the issue on a brand-new laptop with a fresh install of Acrobat 2020.
I did update Acrobat by going to About-->Update. 

Workaround: 
At this point, our only sure fix is to downgrade to the previous macOS release.  

ADOBE HELP! 
I have a fleet of 20+ laptops that by company policy I must update soon.

[Amal.]

Hi @default17lxnfkr1g78 

I hope you're doing well. Thank you for reaching out to us.

It's essential to determine whether this issue is specific to one PDF file or if it occurs with all PDFs. To troubleshoot, please try opening a different PDF file and see if the problem persists. If the file is stored on a shared network or drive, consider downloading it to your local computer and testing it again.

Additionally, you can attempt to resolve the issue by resetting your Acrobat preferences. Here's a link that provides instructions on how to do this: Reset Acrobat Preference Settings.

If the problem persists after trying the above steps, please consider these further actions:

1. Create a new test user profile on your computer with full admin rights. Alternatively, if you're using a Mac, enable the root account and try using the application from there to see if the issue persists.

2. If the issue still hasn't been resolved, we'll need more information to assist you further:

   • Please provide a video recording that demonstrates the workflow and showcases the issue.
   • Collect Adobe Creative Cloud logs by following the instructions here: Adobe CC Log Collector.

Once you've gathered the necessary information, please upload the log file to any cloud storage service and generate a shareable link. Share this link with us so that we can investigate the problem more thoroughly.

Thank you for your cooperation.

~Amal

[default17lxnfkr1g78]

It's essential to determine whether this issue is specific to one PDF file or if it occurs with all PDFs. To troubleshoot, please try opening a different PDF file and see if the problem persists. 

In troubleshooting the user's laptop we tested with different Adobe PDF files.
In the end, we downloaded a "Sample PDF" file - which is a simple PDF with simple text.

Problem persists.

Additionally, you can attempt to resolve the issue by resetting your Acrobat preferences.
We deleted the com.adobe.Acrobat.Pro.plist from the ~/Preferences/ folder. 
Problem persists. 

Create a new test user profile on your computer with full admin rights.
Tried this and the problem persists.

I must say that this is NOT affecting everyone. 
For my needs reverting the OS to Ventura is sufficient. 

[Amal.]

Hi there,

We are sorry to hear that the issue still persists.

Please share the video recording and the Adobe CC logs as asked in the previous message.

~Amal

[Guest]

@Adobe Support.

This is happening across the board to everyone who is on OS Sonoma.

I spent hours why the heck this started happening this week and just came across this thread by OP.

Adobe needs to fix this ASAP.

I have the exact same issue: Fonts reverting back to Helvetica

And why do you need the customer to supply the video? Why don't you create the Pri1 Sev1 bug with the relevant test team and have them repro the issue and create the QFE right away? Doesn't even make sense why you are asking people to do everything.

[Vladimír32850873zj7a]

same problem on my iMac - fix it please

[Meenakshi Negi]

Hi Vladimír32850873zj7a,

Thank you for reaching out.

As you are experiencing the same behavior, please share the logs and the screen recording for a better understanding.

It will help the team to investigate this behavior.

Thanks,

Meenakshi

[Vladimír32850873zj7a]

I'm sending the screen recording

[Kenny_GC IT]

I have the same issue with a user.

Thanks.

[ng74]

I'm having the same issue after upgrading to Sonoma. I have spent hours trying to troubleshoot. All text I try to edit switches to Helvetica. Trying to switch it to Times New Roman causes the application to crash. 

[peterfri]

 I have the same problem with all pdfs and there is no change with Sonoma 14.1, that I installed today.

Peter

[Amal.]

Hi there

Please share the requested logs for further investigating the issue.

~Amal

[Bobby31581201u8i8]

Same issue, 

Logs submitted, details below if required... This is really quite frustrating to say the least!

AdobeLogs_20231027_194905_229-mac-GS.zxp

AdobeLogs_20231027_194700_453-mac-GS.zxp

AdobeLogs_20231027_194607_208-mac-GS.zxp

[Melissa27248637wkyk]

I am having the same issue on all files. I am using Adobe Pro 2017, I almost upgraded to 2020 over this issue. Glad I waited. will updates be pushed to 2017 as well to address this issue? Thank you!

[Amal.]

Hi there

We have raised this issue to our engineering team for review. We will share the update as soon as we get any input.

Also, Acrobat 2017 is an EOL application. For more details, please go through the help page https://helpx.adobe.com/acrobat/kb/end-of-support-acrobat-2017-reader-2017.html

~Amal

[Wekid7969]

Hi there,

i still having the same problem! Its a shame, that adobe know this bug for a half year and did not fix it..

[mikehalloran]

Actually, it's been over nine months.

If you upgraded from 2017 to 2020 to fix this issue, you can get a refund from Adobe and apply it to Acrobat_DC, the subscription version that doesn't have the problem. DC includes access to Acrobat Web that, likewise, does not have this problem. 

I really wish I knew a better answer. There are so-called "features" in DC and Web that annoy the hell out of me.

[Bobby31581201u8i8]

Im having the same issue too...

Weird thing is, i can select some fonts if i make the text bold, however if it is left as normal i cannot select any different fonts - Anyone seeing this too?

Ultimately unable to select any font if left as standard.

I have uploaded the logs as per Adobe staff member request - not sure what you will get from it ?

The truth of the matter is there is a major bug and it seems to be affecting a lot of people!

[Bobby31581201u8i8]

Logs submitted, details below if required... This is really quite frustrating to say the least!

AdobeLogs_20231027_194905_229-mac-GS.zxp

AdobeLogs_20231027_194700_453-mac-GS.zxp

AdobeLogs_20231027_194607_208-mac-GS.zxp

[Amal.]

Hi there

Thanks for sharing the logs, please give us some time to get them checked.

We will share the update soon.

~Amal

[peterfri]

here a screenshot of the problem.

and it ist not yet possible to print out of Acrobat 20 on a nonpostscriptprinter, acrobat crashes, 

[Amal.]

Hi there

We have raised this issue to our engineering team and its under review

We will share the update as soon as we get any information.

Thanks for your time and patience.

Regards

Amal

[tinob93663372]

Facing the same issue with

• Adobe Acrobat Pro 2020
  2020 Release (Classic)  Version 2020.005.30524
• on macOS Sonoma 14.1

[Jennifer33477004zpeo]

Same issues. Please fix ASAP!

[Amal.]

Hi there

Our engineering team is aware of the issue and working on the fix.

We will share the update as soon as we get any info.

~Amal