PDF rendering differently on a different PC

[dand65917207]

Trying to help out my dad. He has a PDF from a client that doesn't seem to render correctly on his PC. When I view it on my PC it looks fine. We're both running Windows 10 latest and have the exact same version of reader installed (19.021.20058). The only difference I can imagine having any bearing on it would be that he's using integrated Intel Graphics 630 while I have a dedicated Nvidia card.

It's a 2-page PDF. The first page looks correct on both of our machines while the 2nd page is borken on his. See below, left is how it looks on mine and right is on his. The blue background and most of the copy is missing. Not sure what could be causing it.

[Test Screen Name]

You have the same version of Reader installed, but is the right hand image viewed in Reader? Or is it perhaps viewed in a browser or email app (easy to assume this uses Reader).

[dand65917207]

I had thought of the same thing. I remoted to his machine and saved it to hiss desktop first before opening so was running in Reader. The only other thing, I checked preferences and under rendering, Smooth Text was set to "For Laptop/lCD screens" on mine and on his was set to "None". I changed his to match my settings and didn't make any difference, however I did not close and reopen the app after changing the setting. Will check again.

[Amal.]

Hi Dand

We are sorry for the trouble. As described above, PDF rendering differently on a different PC

++ Adding to the suggestion by Test_Screen_Name

Please try the following steps and see if that helps:

• Try to reset the preferences to default as described in the help article here (https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792...)
• Try to repair the installation. Go to Help > Repair installation

Also, make sure all the video drivers are up to date.

Let us know how it goes

Regards

Amal

[dand65917207]

So deleting preferences and recreating didn't help but tried viewing it in a browser and it displays correctly in both Edge and Chrome but not in Acrobat itself. Weird.

[Amal.]

Hi there, 

We are sorry to hear that the issue still persists. 

As stated, the PDF display correctly when viewed in the web browser. Please try to recreate the PDF by redownloading the PDF and saving as with a different file name to the computer and check.

If it still doesn't work,  please share the procmon log files for further investigation of the issue. Download the process monitor tool here (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon), run the application and reproduce the issue to collect the logs and share the log with us through private message. 

Click on the message icon on the top right corner of the screen to start the private message with us.

Thanks,

Amal