Not able to share a link, email pdf or share file with others.

Report · Oct 04, 2021

We have various Acrobat versions, including Pro DC. While having a pdf open and then attempting to Share a link, Send file by Email, Share this file with Others, they all bring up a blank window/box.

Started happening for our users a few weeks ago and not everyone at the same time. We thought we had it fixed by going to Edit>Preferences>General and unchecking the box next to "Show online storage when saving files", but that only works for a day or less and then we need to do a repair or a full reinstall. Any ideas why this started happening and how we proactively fix this before more users experience it?

Report · Jan 11, 2022

Hi there

Sorry to keep you waiting. The planned update for Adobe Acrobat/Reader DC version 21.11.20039 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works for you.

For more information about the new release please check the help page https://helpx.adobe.com/acrobat/using/whats-new.html

Let us know if you experience any trouble and need more help

Regards

Amal

Regards
Amal

View solution in original post

Report · Oct 05, 2021

Hi Brian

Hope you are doing well and sorry for the trouble. As described you are getting the blank screen when you try to share the PDF via link, email or share with others.

Would you mind sharing the version of the Adobe Acrobat/Raeder DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.07.20095 (Win) , 21.07.20096 (mac) installed. Go to help > Check for updates and reboot the computer once.

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

You may also, try to create a new test user profile with full admin rights in Windows and try using the application there and check.

Regards

Amal

Regards
Amal

Report · Oct 05, 2021

Hello Amal. Hope you are doing well too. As described, I checked my version and the version for a few others experiencing this issue and we are all on version 21.07.20095 for Windows. I also tried the suggestion to reset Acrobat preferences shown in the provided link and that did not fix the issue.

I am in our IT dept. and have full admin rights on my Windows machine and that does not make a difference either. Any other suggestions would be appreciated.

Regards, Brian

Report · Oct 08, 2021

Hi there

We are sorry to hear that. Would you mind collecting the logs of the affected machine as described here - https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and share the logs with us as descried here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

Regards
Amal

Report · Oct 08, 2021

The "share the logs with us" does not indicate how to send the log file to you specifically. I would need your email address. The other option to share the file publicly is not viable.

Report · Oct 11, 2021

Hi there

I have shared more information with you in private message please check.

Regards

Amal

Regards
Amal

Report · Oct 12, 2021

[Edited]

Hi there

The planned update for Adobe Acrobat/Reader DC version 21.07.20099 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

For more information about the new release please check the help page https://community.adobe.com/t5/acrobat-discussions/adobe-acrobat-and-reader-october-21-updates-are-l...

Let us know if you experience any trouble and need more help

Regards

Amal

Regards
Amal

Report · Nov 17, 2021

I am having the same problem on a fully updated Windows installation -- blank window/box when clicking to link, email or share an open pdf document on Acrobat DC Pro version 21.007.20099.

Report · Nov 18, 2021

Hi there

This issue is reported to our engineering team and they are working on it to find the fix, We will share the update as soon as we will hear anything form them

Regards

Amal

Regards
Amal

Report · Nov 23, 2021

Hello I just want to report the same issue as above, share link to this file, share by email and share file with others all result in a blank pop up window running version Pro DC 21.007.20099. This did not happen on the previous version I was always able to share .pdfs via email.

Best,

-Scott

Report · Dec 03, 2021

Hi Scott

We are sorry to hear that. I have shared dome more information with you in Private message, please check.

Regards

Amal

Regards
Amal

Report · Dec 16, 2021

Amal - I am currently having the same problem, also. My version is 2021.007.20099 (PC). Please let me know if there is a fix!

Report · Dec 17, 2021

Hi there

I have sent you the private message please check.

Regards

Amal

Regards
Amal

Report · Aug 06, 2024

Hi Amal, This has started to happen again with the latest update, version 2024.002.20964. I use this feature 20 or 30 times a day. Can you please fix it urgently? Cheers Damian

Report · Aug 12, 2024

Same issue since update, the "share" icon no longer automatically links to macmail, i see a a hazy gray comment which is meaningless

Report · Dec 21, 2021

Hello,

A coleague is having the same issues on the DC version 2021.007.20099
We tried repairing the install, but it did not work.
Is there any fix for this?

Report · Dec 22, 2021

Hi there

I have shared more details with you in private message please check

Regards

Amal

Regards
Amal

Report · Dec 23, 2021

Open "Preferences" and under Categories, select "General." Under "Basic Tools," untick "Show online storage when opening files" and then reboot. Email and linking worked again for me after that.

Report · Dec 27, 2021

I am having the same problem.

Report · Jan 11, 2022

Hi there

Sorry to keep you waiting. The planned update for Adobe Acrobat/Reader DC version 21.11.20039 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works for you.

For more information about the new release please check the help page https://helpx.adobe.com/acrobat/using/whats-new.html

Let us know if you experience any trouble and need more help

Regards

Amal

Regards
Amal

Report · Jan 13, 2022

Hello Amal,

I upgraded my Acrobat Pro DC 32 bit to v2021.011.20039 but the share file options are still blank on my work laptop which is running Win7. My home PC runs Win10 and the Acrobat Pro DC 32 bit share file options work fine, perhaps Win7 is the issue?

Best,

Scott

Report · Feb 09, 2022

Hi there

Sorry for the delay in response. This issue is reported to our engineering team for the fix.

We will share the update as soon as we will hear anything form them

Regards

Amal

Regards
Amal

Report · Mar 02, 2022

Also having this problem!

Running: macOS Monterey 12.1,
Acrobat:

Architecture: x86_64

Processor: Apple M1 Pro

Build: 21.11.20039.0

AGM: 4.30.115

CoolType: 6.0.3

JP2K: 2.0.4.50016

Unable to Share Link, Email or Share with Others... all are blank. (See attached.)

Report · Oct 25, 2022

I've been having issues with sharing files as well. The people I share with keep getting a message saying the file has been unshared or deleted (it hasn't, and it hasn't been moved either). I'm stumped. According to the program I'm using, it is up to date. I'm using Adobe Acrobat Pro version 2022.003.20263

Report · Oct 28, 2022

Hi @CariShepard26486370nt1m

We are sorry to hear that. Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. Also, how are the other users opening the PDF files? Make sure the other people are opening the PDF via Acrobat/Reader DC application and ask them to update the application to the recent version from the help menu.

Regards

Amal

Regards
Amal