Issue with PDF fonts converting incorrectly

[joyces67906817]

I work for a law firm and the last update has messed up a BUNCH of our medical records. We download them from a medical portal. The Arial font is being converted to Symbols... I have tried downloading them again but the end result is the same. Even old records are not affected and the paralegals cannot review the medical records. I need to report this as a bug. We looked at the different versions installed as the files work on some computers but any of us that have the newest update - the fonts are not converting correctly.

 Any help GREATLY APPRECIATED! I cannot go page by page to fix the fonts when some of these records are several thousand pages.

How do I send this to adobe as a bug??

I cannot figure out how to roll the udpate back. There used to be a way to do that but I cannot find that option either.....

Example:

[beverleys10486166]

Did you find an answer we are having same issues

[Tariq Ahmad]

Hi @joyces67906817 @beverleys10486166, 

Sorry for the delayed response and the troubled experience. 

I understand how frustrating it can be when you cannot view files correctly. We truly appreciate you bringing this to our attention and sharing your experiences.

Please know that we are fully committed to addressing issues like this and ensuring the app functions smoothly for all users. Your feedback is invaluable in helping us improve, and we’re actively working to resolve this problem.

If you’re still experiencing this issue, please try updating Acrobat to the latest version, which should be fixed. 

Release notes: https://helpx.adobe.com/acrobat/release-note/release-notes-acrobat-reader.html To check for pending updates, launch Acrobat> Help Menu> Check for Updates.

Thank you for your patience and support.

~Tariq

[joyces67906817]

Thank you for your reply.

The latest update is what is causing the error. I installed a 2023 version and a Feb 2024 patch and that works. But the latest update displays most of the text in the symbols font.

Please address this as I am not the only one having this issue. We have al most 50 people in our firm and every computer with the latest update displays the font incorrectly.

PLEASE report this to the programmers.

Thank you

Joyce

[Tariq Ahmad]

Thank you for the quick response, @joyces67906817.

Would you please share the version number of Acrobat installed on the affected machines? Launch Acrobat > Help > About Adobe Acrobat. If possible, take a screenshot and post it here. 

Thanks for your support and patience.

~Tariq

[Danak_302]

Joyce - did you ever figure out how to fix this? I am also at a law firm working with medical records and we are having the exact same issue and no one seems to have an answer. Thank you!

[joyces67906817]

the next update seems to have fixed the issue. It was only UC Health meds we received through MRO. I was able to fix it by selecting the bad areas and changing them to a font like arial but it was very time consuming.

[Danak_302]

Thank you! It is only with meds we received through MRO as well! I had been working with them on the issue but they have yet to find a fix. I will double check I have the latest update.  Thanks again!

[joyces67906817]

here is the version we are running now