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hj5337581
Participant
January 8, 2019
Answered

MS Word crashing with acrobat PDFmaker

  • January 8, 2019
  • 3 replies
  • 25166 views

Hello!

A serious problem occurs when using pdfmaker.

When I convert a docx file to pdf in MS Word with acrobat pdfmaker addin, it runs successfully with no problem, but as soon as the pdf file is created, the original docx file crashes.

As I run MS Word once again, a message box occurs saying that acrobat pdfmaker office com addin has encountered a problem, I should disable this addin.

I don't want to do that. But if I don't do, this problem always exists.

The acrobat version is the newest 2019 version, and the MS Word is office 365. The OS system is windows 10.

Thanks!

JN He

    This topic has been closed for replies.
    Correct answer Meenakshi Negi

    Hi JN,

    Sorry for the delay in response.

    As the application crashes with Acrobat add-in, please try the troubleshooting steps provided here Troubleshoot Acrobat PDFMaker issues in Microsoft Office on Windows

    Check if that helps.

    You may also try to repair the application installation.

    Launch the Acrobat and go to Help > Repair Installation.

    If the issue still persists, please share the application version installed on the machine.

    To check the application version, take help of the steps mentioned here Identify the product and its version for Acrobat and Reader DC

    Share the screenshot of the error message you receive.

    To share the screenshot, use the steps provided below:

    - Click on the insert icon provided in the reply window as shown below:

    - An Insert Image window will appear.

    - Then click on Insert Image and browse the location where you have saved the screenshot file.

    - Select the file and click on Open > Insert Image.

    Let us know if you need any help.

    Regards,

    Meenakshi

    3 replies

    A
    Alex Noussi
    Participant
    December 4, 2023

    I realized that the PDF maker add-in crashes when I apply it to a file stored in Microsoft OneDrive.
    It worked like a breeze when I moved the file to the local drive.

    So, it might have to do with Microsoft OneDrive.

     

    Electroscribe_2024
    Electroscribe_2024
    Known Participant
    January 2, 2024

    I don't use -- and don't want to use -- the PDFMaker Macro to make PDFs from Word documents. I use the F12 command in Microsoft Word and choose export Options that help ensure a 508-accessible PDF. Ever since an Office update in late 2023 -- and a Windows Update , an error message appears every time I open MS Word: "Custom UI Runtime Error in Acrobat PDFMaker Office COM Addin. (X) An error occurred while calling the callback: "GetImage."
    See attachment. In Word, I go to File>Options>Add-Ins>Manage:COM Add-iins and clear the checkbox next to Acrobat PDFMaker Office COM Addin. Then I can work. But after I exit Word, the next time I open a file, there's the error message again! I tried Removing the add-in in Word's Manage: COM Add-Ins but am told "The add-in is installed for all users on this computer and can only be connected or disconnected by an Administrator." Not an option for users in my large organization. Only a Help Desk technician can sign on as Administrator. A tech tried removing the PDFMaker file components but after three days, the macro started loading again and jamming me up. Got the same error and same messages on my own PC at home. There, I started Word as an Administrator, and was able to remove the PDFMaker using the checkbox. So far, it hasn't tried to reload the macro. Is this what I need to do on my work PC?

      Electroscribe_2024
      Electroscribe_2024
      Known Participant
      January 16, 2024

      Update: PDFMaker came back. My employer ran an Office Update and once again, PDFMaker displayed error messages when opening Word, Excel, and PowerPoint. Had to take it down to our Help Desk where an Admin logged on, Ran each app as Administrator, and removed the PDFMaker Macro. (Adobe would not allow me to remove it because this computer has more than one user profile and I'm not an Admin).
      The next time I ran Word, PDFMaker still displayed an error message, but I was allowed to Remove the COM Add-in as a regular user). Help Desk told me Adobe regularly runs some kind of script to see if MS 365 applications have this add-in; and if they don't, Adobe reinstalls it. Would like to know if this "feature" can be turned off. Have already tried repairing Acrobat; and uninstalling and reinstalling it.

      Versions:  Acrobat Pro Continuous Release Version 2023.008.20458 | 64-bit; Microsoft 365 [Office] Version 2308 (Build 16731.20504 Click-to-Run)-  same # for Word, Excel and PPT; Windows 11 Enterprise  Version 22H2.  If Adobe MUST install PDFMaker, could we at least fix the error that Microsoft 365 is reporting:

      Before I did the original posting, 

      B
      Bernardo26072513dnbv
      Participant
      September 12, 2022

      I found a strange solution, but it works to me:

      Do, for example, File -> Export -> Create Adobe PDF.
      Then a message will appear requesting to save a copy of your document. Click OK.
      On the next window, instead of chosing the file name and clicking SAVE, click CANCEL instead! (you are now back to where you were, but a copy of your document was created somewhere).

      Repeat the process, but this time clicking SAVE at the final step!

       

      With this solution, the PDF conversion does not crash, and it is even much faster.

      melindak30763286
      melindak30763286
      Participant
      January 6, 2023

      This solution still crashed my computer. 

      S
      Stefan334698907yv3
      Participant
      November 8, 2023

      same here

      Meenakshi Negi
      Community Manager
      Meenakshi NegiCommunity ManagerCorrect answer
      Community Manager
      February 5, 2019

      Hi JN,

      Sorry for the delay in response.

      As the application crashes with Acrobat add-in, please try the troubleshooting steps provided here Troubleshoot Acrobat PDFMaker issues in Microsoft Office on Windows

      Check if that helps.

      You may also try to repair the application installation.

      Launch the Acrobat and go to Help > Repair Installation.

      If the issue still persists, please share the application version installed on the machine.

      To check the application version, take help of the steps mentioned here Identify the product and its version for Acrobat and Reader DC

      Share the screenshot of the error message you receive.

      To share the screenshot, use the steps provided below:

      - Click on the insert icon provided in the reply window as shown below:

      - An Insert Image window will appear.

      - Then click on Insert Image and browse the location where you have saved the screenshot file.

      - Select the file and click on Open > Insert Image.

      Let us know if you need any help.

      Regards,

      Meenakshi

      H
      hj5337581Author
      Participant
      April 5, 2019

      The problem never gets fixed.

      This is the screenshot.

      C
      ChrisLeicester
      Known Participant
      October 14, 2020

      Yes, 18 months on and this problem still hasn't been fixed. Acrobat PDF Maker when called from MS Word ("Save as Adobe PDF") hangs on documents more than a few pages long. Even clicking "Cancel" doesn't do much - it asks if you want to stop PDFMaker, and when you say "Yes" it just hangs again, so you need to use Task Manager to stop it. MS Word's native save as PDF function works fine, so it's annoying that Adobe isn't able to save a Word document in an Adobe format reliably, but Word is able to.

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