PDF from Word in Office 365 - hyperlinks on first page not working

[EileenGerber]

Converting Word documents to PDF using Acrobat > Create PDF in Word 365. We recently started having all sorts of problems. One of the more serious ones is that hyperlinks on page 1 are not showing up as hyperlinks. Hyperlinks on all other pages are working. The non-working hyperlinks were created in exactly the same way in Word. 

Yes, the Word documents are newer versions (not running in compatibility mode).

OS: Windows 10 Pro. 
Already tried (among many other things):

• Updating and repairing Office 365.
• Checking for Adobe updates (the biggest problems potentially began after we updated).
• Rebooting countless times. 
• Adjusting PDF generation settings in every conceivable way.

Advice please?

We actually think the current version of Acrobat Pro is buggy or incompatible with Office 365. We have been doing this for years and have not had these types of problems before.

[Kendra24673277greb]

I'm having the same problem as of last week, but could have started earlier, I just hadn't created any new PDFs in a few weeks. I have tried all the same things as OP and am running the latest version of Adobe Acrobat Pro DC.

[Bevi Chagnon - PubCom]

Question:

I know Acrobat has the tool to create a PDF on the fly from a file on you computer, but why aren't you using the better method of EXPORTING a PDF directly from Word itself?

From Word, switch to the Acrobat ribbon/tab, and select Create PDF.

If you'd like to control the settings as to why type of PDF is created or build in special features such as accessibility or press requirements, then set them in PDF Preferences.

PDFs always come out better with fewer glitches and better controls when you use an Export utility in the native software program (note that sometimes it can also be labeled as Save As Adobe PDF).

[Kendra24673277greb]

I have creating using Save As PDF and Create PDF from the ribbon with the same results. I have also verified all settings for creating links are selected, both in the ribbon as well as in Acrobat itseld, and tried saving in different locations, but nothing has resulted in working hyperlinks on the first page of the document.

[EileenGerber]

@Bevi Chagnon - PubCom, as stated in my original post, I did indeed use Adobe > Create PDF.
And the same problem occurs when I use the File > Save as PDF.

[EileenGerber]

Update: In order to get this working, we created a completely new template (from scratch) based on the original 64-bit "Normal" template installed with Word. Then we created  completely new documents based on that template. It was a major PITA but it has solved this and other problems we were having with our Word documents and the resulting PDFs.