Multiple users experiencing intermittent issues when trying to open PDF filed directly from Outlook

Report · Dec 09, 2025

The environment is Intune managed Windows 11 Pro Dell Pro Micro with 14th Gen Core i7 with 64GB memory.

User attempts to open a pdf directly from Outlook, but the file doesn't open. Unfortunately it doesn't happen every time, and there is no consistent pattern in who the document is from of the source file of the pdf.

More troubling is there will be instances of Acrobat in the Task Manager that refuse to close. If the user attempts to reboot the computer at this point it will be stuck at the "Shutting Down" screen and require a hard shutdown. Attempting to uninstall Acrobat when it's stuck like this results in a prompt to close all open documents.

I have attempted to uninstall and reinstall Acrobat several times and the issue keeps coming back.

I don't know if this is relevant, but the user is using Outlook Classic. They have tried New Outlook and then switched back.

I have around 30 users working with a nearly identical environment. The issue is not happening to all users, and I have not been able to identify any specific pattern for what causes the issue.

Report · Dec 10, 2025

Hi @Justin22756365fkgl,

Thanks for reaching out.

Troubleshooting this is difficult without knowing if the application was customized. Check if Reader is set as the default PDF viewer, if the application is allowed to download updates automatically, and other related settings, such as when the issue started. What is the current version installed? Have you tried updating to the latest version and testing the issue to see if it resolves?

If you have an Acrobat subscription, ask your Admin to open a support ticket via the Admin console, and the dedicated product support team will contact you.

Meanwhile, if you have a test machine, try installing the app without customization and observe the behavior.

Best regards,
Tariq | Adobe Community Team