Interactive PDF glitch within Acrobat?

[paulmu]

Hello, hoping someone can help out. I've created an interactive PDF with buttons that navigate throughout. The PDF works well on my end, but my client is experiencing a glitch where when they click on a button, she sees a black screen that flashes before finally redirecting to the page. Wondering how to resolve this glitch. It's not happening on my end. Her Acrobat recently updated via creative cloud, so wondering if it might be a new issue related to the recent update? Thank you! 

[Amal.]

Hi Paulmu

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Acrobat DC the user is using? To check the version go to Help > About Acrobat and make sure the user have the recent version 21.11.20039 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 check.

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... 

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Regards

Amal

[KaJay235106372u13]

Hi there!

I am having the same issue and I have the ability to check on a few different computers and all computers (with the most current CC apps) and all of them act this way with interactive PDFs I make and export from InDesign.

I had eported in the past without problem and it wasnt until fairly recently I'm having this issue, a big problem when my work relies on clients being able to see the work I am submitting.

Thank you in advance for your help! 🙂

KaJay

[Dave__M]

Would that file be viewed/opened at the other end in a browser instead of Acrobat/Reader?  That's the first pitfall that comes to mind - the file may be opened and viewed in a 3rd party PDF viewer in a browser.  Can you confirm how the file is being opened?

Dave