PDF not displaying when opened

[Bruce38877913t2m0]

I'm running Acrobat Pro, version 2025.001.20432 on Macbook Air M3, Sequoia 15.3.2.  I was sent a PDF from a co-worker created using the same system/software specs.  When opening the PDF from my email program:

1. I am not able to see the content contained on the pages.

2. If I save the attached PDF to my desktop, the thumbnail displays the content I should be able to see. 

3. If I open the PDF and sent it to my printer, the page prints as it should. 

4. If I open the attachment on my iPhone 15 using Acrobat, it displays as it should. 

How can I fix the problem of the content not displaying when I open the PDF on my Mac?

Thank you

[Amal. · Accepted solution]

Hi there

This has been fixed with the latest version 25.001.2043x. Please update the application from the help menu > check for updates and reboot the computer once.

[Tariq Ahmad]

Hi @Bruce38877913t2m0, 

Sorry for the troubled experience, and thank you for reaching out. 

Sadly, I am unable to reproduce the behavior. A few other users have reported a similar issue. 

 Could you help us with the following: 

- When did this start to happen?

- Is this happening with all the files? Could you please share an affected file/s with us?

- Also, share a video or screenshot of how it looks at your end when you open the same PDF in Acrobat and when you open it in Acrobat Web. 

Ensure your copy of Acrobat is updated, launch Acrobat > Help > Check For Updates. 

Also, could you share the Acrobat Troubleshoot Logswith us? These logs can help identify any underlying errors. You can generate them by following these steps:

🔹 Help > Adobe Acrobat Log Collector Tool (Follow the instructions to save and share logs).

In case, you don't view the "Troubleshoot Acrobat" option, select the Acrobat menu / Edit > Preferences... and then select the Enable troubleshooting option from the General tab. Once the option is checked, you need to navigate to Acrobat > Help > Troubleshoot Acrobat. This tool helps you upload logs to our servers from your machine and share the log ID with us, so we can track them. 

Thank you for your patience and support.

~Tariq

[Bruce38877913t2m0]

This started yesterday.  It only happened with the one file.  All other PDF's display properly.  I'm not able to share the file with you in this forum.  When I look at the file in Acrobat Web, it displays normally.  The only issue is opening the file on the Mac.  It does not display the contents.  All other locations I can see it just fine and it prints fine as well.  My copy of Acrobat is up to date.  I even uninstalled and reinstalled to no avail.  I ran the Log Collector tool.  I'm not allowed to upload that file content here.  Your instructions for enabling troubleshooting above don't match what I have on my end so I'm not able to replicate or share a log ID with you without further clarification.

[Bruce38877913t2m0]

If it helps, the name of the file that I believe was uploaded to your server is AdobeLogs_20250314_114506_715-mac-GS.zxp

[Tariq Ahmad]

Thank you for the quick reply, @Bruce38877913t2m0.

The logs are not attached to your response. The diagnostic tool has a feature to upload logs to our servers directly. Once uploaded, you can share the Log ID with us. There is no need to share the log files.

You can read about the same Diagnostic tool here: https://adobe.ly/4kTs99s. This page also explains how to upload the logs and share the log ID. 

Thanks for your continued support and, patience. 

~Tariq

[ravinderg62643219]

Hi @Bruce38877913t2m0 

Would it be possible for you to share the pdf file with us  for investigation.

Regards

Ravi

[Xiaobo31581798igia]

I also have the same issue, It’s happened  this week, I used the same file normally before, but after I opened the same file again this week, the content was not visible. Only Mac os Acrobat desktop has this problem, the Acrobat Web and Windows is normal. 
I have uploaded the Logs, ID is
82717458-e98b-4791-9e37-af42acc767a7

[Tariq Ahmad]

Hi @Xiaobo31581798igia, 

Sorry for the troubled experience, this issue is known to us and is currently being triaged. 

Thanks for sharing the logs. We will look into them, and hopefully, these will provide more insights. 

Thank you for your patience and continued support. 

~Tariq

[ravinderg62643219]

Hi @Xiaobo31581798igia 

Would it be possible for you to share the pdf file with us  for investigation.

Regards

Ravi

[Bruce38877913t2m0]

I can send it via email.  I cannot post it here in this forum.

[ravinderg62643219]

Please share it at ravikuma@adobe.com 

[ravinderg62643219]

Hi All,

We have rolled out fix for this issue. Please update Acrobat to the latest version and try opening the pdf files.

Regards

Ravi

[Bruce38877913t2m0]

Thank you!  This update fixed the issue.

[Xiaobo31581798igia]

Hi Ravi,

I confirm that this issue has been fixed, but I have encountered another problem.
When I open a different PDF file, some of the content is not visible. The issue occurs on both Mac and Windows, as well as in Acrobat Desktop and Acrobat Web. However, the content displays normally when opened in Chrome. I have already run the Acrobat diagnostic tool and attached the screenshots and file. The log ID is 4595268b-339e-41fb-b454-b203a598ec11

Thanks

[reliable_mentor4527]

I am having the same issue after updating Adobe Acrobat Reader today (March 20)  When I open a PDF file from a specific financial institution, I do not see the content.  It's as if the text color is set to white or clear.  (Opening this file in Preview displays correctly)  I opened several other PDF files: one from another financial institution displays correctly, ones generated by my "Print as PDF" file option also displays correctly.  

It seems it's one specific financial institution, for some reason

[ravinderg62643219]

Hi @reliable_mentor4527 

Can you please confirm on the Acrobat version you have and if the file is opening fine on Acrobat web?

[reliable_mentor4527]

The version of Adobe Acrobat Reader I have is "Continuous Release | Version 2025.001.20432 | Unified App  Copyright 1984 - 2025

I have not used, and I am not currently using Acrobat Web to read a PDF file. 

[ravinderg62643219]

Hi @reliable_mentor4527 

Please do Help->Check for updates to get to version 25.001.20438  and try.

[reliable_mentor4527]

My Mac is an older Mac running IOS Sequoia /Version 15.3.2  on the 3.3 GHz 6-Core Intel Core i5.

The version loaded (Version 2025.001.20432) was downloaded yesterday from the Adobe Web page, not the Apple App store.  When I check for updates today, it is still the only version that is available.  (See screenshot attached)  Perhaps version 25.001.20438 will not run on my hardware?

[Amal. · Accepted solution]

Hi there

This has been fixed with the latest version 25.001.2043x. Please update the application from the help menu > check for updates and reboot the computer once.

[reliable_mentor4527]

I'm running an older MAC running on Intel silicon: the 3.3 GHz 6-Core Intel Core i5. running IOS Sequoia Version 15.3.2   I've followed your instructions.  I've gone to the Adobe Web page https://get.adobe.com/reader/

I selected the button "Download Acrobat Reader" ANd I've selecgted the "more download options" path.  both paths take me to the same place.

The available option that appears is Version 2025.001.20432.  (See screen shot in above thread.)

I've downloaded that version, opened the downloaded file, and run the install program.

After insalling adobe /Reader, I selected the "move the installer to the trash, empted the trash, closed all open windows, and restarted the computer.

I get the same resluts, no visible text in a PDF File from a particular financial institution, other PDF's display properly

[reliable_mentor4527]

So if the problem has been fixed in a higheer version numbered release, It is not available for my setup.

[Tariq Ahmad · Accepted solution]

Hi @reliable_mentor4527, 

The fix is currently part of an optional update, meaning the update won't be installed automatically. 

Please check the Release notes: https://adobe.ly/4l7x7Qm for more information:

Version: 25.001.20435

• 4502288: Text goes missing on opening PDF whereas only graphics/images are displayed

To check for any pending updates, launch Acrobat > Help > Check for updates. 

~Tariq

[reliable_mentor4527]

Thank you.

I am able to access the optional update via the release notes above, and now the previously affected files - and unaffected files - are displaying properly

[Tariq Ahmad]

Glad to hear that, @reliable_mentor4527 

Thank you for keeping this discussion updated. Please reach out if you have any questions in the future.