Internal Error Message when opening View in Menu Bar

New Here ,
Sep 06, 2022 Sep 06, 2022

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I have a user that has Adobe Acrobat DC installed on their system (Win 10, build 21H2). They are having an odd issue where anytime they go to the View tab in the Menu Bar, Acrobat will pop up a dialog box "An internall error has occurred" about 5 or 6 times. This happens with either any PDF loaded, or nothing loaded except the application.

 

I have already performed a full uninstall/reinstall of the software earlier, which did not resolve the issue. I also had them sign out and sign back into the application, with no change. No other users are reporting this issue at this time.  I also disabled protected mode to see if this fixed the issue and it did not. 

 

Any insight on how to resolve or where to look?

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Adobe Employee ,
Sep 06, 2022 Sep 06, 2022

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Hi @Rick Kulacki Jr.

 

Hope you are doing well. Sorry for the trouble.

 

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

 

Please go to Edit > Preferences > Page Display > Under rendering, Uncheck 'Use Page Cache' > Click OK and reboot the application.

 

Let us know how it goes.

 

-Souvik.

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New Here ,
Sep 07, 2022 Sep 07, 2022

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Just tried that with the user, and no change. File, Edit, Window, E-Sign, and Help all work in the Menu Bar. View will cause 6 "An Internal Error has occurred" pop ups to show, then the sub menu appears, but is not active. 

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Adobe Employee ,
Sep 07, 2022 Sep 07, 2022

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Hi @Rick Kulacki Jr.,

 

Would you mind sharing the screenshot of the version of Acrobat you are using [also if it is 32-bit or 64-bit]

 

Also, try launching Distiller once without launching Acrobat, and let me know if that works fine or not. 

 

Another information I would like to know is: Is the user working on a virtual machine or stand alone desktop.

 

-Souvik.

 

 

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New Here ,
Sep 07, 2022 Sep 07, 2022

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Here's the version of Acrobat they are using. Distiller seemed to load with no error, also this is a laptop, Dell Latitude 5420. 

Another item to note is that when trying to go to the profile icon in the menu, nothing happens when we click on it, the menu options appears, but it acts like nothing is done when clicked. 

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Adobe Employee ,
Sep 08, 2022 Sep 08, 2022

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Hi @Rick Kulacki Jr. 

 

We are sorry to hear that. Would you mind collecting Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, Procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and in case the application is freezing/crashing please also collect the Adobe Acrobat crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation 

 

~Amal

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New Here ,
Sep 12, 2022 Sep 12, 2022

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Was this ever resolved?  I am getting exactly the same "internal error'.  I have tried reinstalling acrobat pro dc as well as steps above.  I do not to have open a file -- just  open the application.  And then select, say, veiw menu.   5 cycles of "internal error" "ok" and I have control again. But the view menul is frozen/inactive on top of all else until I close acrobat.

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Adobe Employee ,
Sep 13, 2022 Sep 13, 2022

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Hi @Egbert26084717gvpf 

 

We are sorry to hear that. In order to deep dive into the issue and understand it better, we would need the above-requested logs so that we can isolate it for the fix.

 

~Amal

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New Here ,
Sep 14, 2022 Sep 14, 2022

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Hi Amal,

 

I am having the same issues described by Rick Kulacki Jr. and Egbert26084717gvpf, with the exception that I am not having the same issue with the profile icon that Rick mentioned. The "internal error" shows up when I click on File, Edit, or View in the menu bar, but E-Sign, Window, and Help are fine. Additionally, when I navigate to the "Tools" tab of Acrobat Pro DC, the icons for each tool are missing, though I can still click on them.

 

I collected CC and Procmon logs for the error when clicking the View menu. I tried to upload everything to the Document Cloud as you suggested, but only the .pml and .csv files would upload as the others (.zxp, .dmp, etc) are not supported. Would you advise on how to share the rest of the files with you? I will send you a message with the share link for those I was able to upload.

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Adobe Employee ,
Sep 15, 2022 Sep 15, 2022

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Hi @Marc R. R. 

 

Thanks for collecting the logs. I have shared more information with you in a private message, please check.

 

Regards

Amal

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New Here ,
Sep 19, 2022 Sep 19, 2022

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I have also now uplaoded files -- caonnot upload pml or reg files.  THis is after install of sept. 9th version of acrobat dc pro.  And this will not event start -- crashes immediately.  And I have to do another uninstall reinstall of the august release, which has the problems outlined by Marc.

Thanks,

Bert

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Adobe Employee ,
Sep 20, 2022 Sep 20, 2022

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Hi @Egbert26084717gvpf 

 

This issue is now reported to our engineering team for review and they are working on it.

 

The fix will be available in the future updates

 

Regards

Amal

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New Here ,
Sep 20, 2022 Sep 20, 2022

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Hello Amal,

Is it possible to install some older version of Acrobat DC?  This just started happening with the August update I suspect..

Thanks,
Bert

 

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Adobe Employee ,
Sep 23, 2022 Sep 23, 2022

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Hi @Egbert26084717gvpf 

 

We are sorry to hear that. You may go through the help page https://www.adobe.com/devnet-docs/acrobatetk/tools/Wizard/basics.html#wizard-installation  and see if that works.

 

Regards

Amal

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