I work in IT support and have a client who is unable to use the "save as Adobe PDF" option in Microsoft Word. When he clicks this option, Word will stop responding and must be forced to restart or close. Sometimes he sees the "save as" dialog box, but sometimes he doesn't. When Word is reopened, an error message appears saying something about how Word experienced a serious problem with the PDFMaker add-in and asks if we want to disable it.
This began happening yesterday when we got him licensed to use Acrobat DC Standard through his company (he had been using a personally purchased license up to this point).
- The computer is a Windows 10 machine.
- The version of Word is 2016 through Office 365. I have verified that there are no Office updates available for him.
- I have also verified that there are no Adobe Acrobat updates available, both via the Help > Check for updates option within Acrobat and also via the updates section in Creative Cloud.
- I attempted disabling the enhanced security options within Acrobat's preferences, and also adjusting the trust center settings within Word to be more "lenient."
- I attempted the obligatory computer reboot.
- The last thing I attempted was a repair of Acrobat, which took a very long time, apparently due to the AcroTray.exe process holding it up. A coworker of mine who works past my shift saw this, ended the hung process, and allowed the repair to continue. He rebooted the computer, but this had no effect.
I was able to find a few other forum posts regarding this problem from a couple of years ago, and apparently this exact problem was once addressed in an Office update. My only other ideas on what to try from here are:
- A repair of Microsoft Office.
- A full removal and reinstallation of all Adobe products.
Since both of those options will disrupt the client's workflow for a long time, I decided to post here to see if anyone else has any suggestions first.
1
Reply
AdChoices