Internal Error Message when opening View in Menu Bar

[Rick Kulacki Jr.]

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?

[chris2815894844cy]

is there a fix for this yet still having these isssues

[S. S]

Hi @chris2815894844cy,

We are aware of the issue and are working on getting it fixed soon. 

Please confirm the version of the application you are using. To check the version, go to Help > About Acrobat. Also, please collect the 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 share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for more investigation.

Look forward to hearing from you.

-Souvik

[John29104541zo21]

Hello, deselecting preview pane in explorer did nothing. Only downgrading to 32 bit fixed things.

It's been two months; is there no update on this issue?

[sukuece619@gmailcom]

This works. 

Windows file Explorer > View > Deselect preview pane

[ls_rbls]

Thank you for sharing this!!

[Julius Garrett]

I tried this on my PC/Laptop running Windows 11 and it does not work. The View menu still remains stuck in Adobe Acrobat Pro DC, will not close or all selecting any item.

[Amal.]

Hi @Julius Garrett 

Hope you are doing well and sorry to hear that.

Would you mind collecting the logs as requested below so that we can isolate the issue for the fix

1. AccessEnum Tool
a. Download the Tool https://learn.microsoft.com/en-us/sysinternals/downloads/accessenum
b. Run AccessEnumTool
c. Go to Options
d. Click on “File display options”

e. Select “Display files with permission that differ from parent”
f. Click OK
g. Choose folder “C:\Users\<username>\AppData\Local\Adobe” in dialog box and press enter.
h. Save the result (Adobe_Local.txt)
i. Choose folder “C:\Users\<username>\AppData\LocalLow\Adobe” in dialog box and press enter.
j. Save the result (Adobe_LocalLow.txt)
k. Choose folder “C:\Users\<username>\AppData\Roaming\Adobe” in dialog box and press enter.
l. Save the result. (Adobe_Roaming.txt)
2. ProcessMonitor tool
a. Download from here https://learn.microsoft.com/en-us/sysinternals/downloads/procmon
b. Run ProcessMonitor (Procmon.exe)
c. Start capture on ProcessMonitor.
d. Perform the workflow where error occurs.
e. Stop capture on ProcessMonitor
f. Save the logs (Adobe_ProcMon.pml)
3. Copy these folder into Adobe_AppData :-
a. C:\Users\<username>\AppData\Local\Adobe
b. C:\Users\<username>\AppData\LocalLow\Adobe
c. C:\Users\<username>\AppData\Roaming\Adobe
4. Compress the folder Adobe_AppData to Adobe_AppData.zip
Send us :-
1. Adobe_AppData.zip
2. Adobe_Local.txt
3. Adobe_LocalLow.txt
4. Adobe_Roaming.txt
5. Adobe_ProcMon.pml

Please share the logs via any cloud storage. Just upload the log file to the cloud, generate the link, and share that link with us for further investigation.

Regards
Amal