Portions of PDF files go blank after a period of time

Report · Dec 10, 2019

Hello,

We are having an issue where one of our users will work on a PDF file and at some point after the file has been open for awhile portions of it will go blank. Nothing can be done about it but closing and reopening. Acrobat is still usable after the PDFs go blank (other files can be accessed or edited), but for that one file you can't do anything to it, inclusing saving the file. It's like the program just lost the visual data but it doesn't throw an error. We have been updating all of our users to Windows 10, due to Windows 7 going out of support next year, and the issue only started happening after they were upgraded to Windows 10.

I've looked through the forums and see similar posts with some possible solutions. The solution of using files locally does not work well as most of the files need to be on our network drives for easy access by other users. I don't believe it has anything to do with our group policies as there are no group policies tied to PDF files. I still need to try uninstalling and reinstalled just for the sake of trying, and looking through the settings.

I'm not confident I'll get a solution based on the other posts I've read through, but I figured best to give it a try anyway.

Thank you for your assistance.

Report · Dec 12, 2019

Here is a suggestion:

verify if that file is requiring collaboration services, like being shared with more than one user at the same time
to verify the above suggestion open the file while the computer is completely offline and see if it goes blank again
since you mentioned that it used to work OK in Win7, run the Program Compatibility Troubleshooter for your Acrobat Pro XI; let the wizard detect, download, and install any necessary .Net dependencies. Using the wizard Test compatibility for an older version of windows. ir just simply select windows 7 and see if helps

Report · Dec 12, 2019

Hi emmab

We are sorry for the trouble. As described above the PDF files go blank after some time.

Is this a behavior with a particular PDF file or with all the PDFs? Please check with other PDF files and share your observations.

What is the version of the Adobe Acrobat /Reader installed? To check the version of the application please use the link here (https://helpx.adobe.com/acrobat/kb/identify-product-version.html)

A new version of Adobe Acrobat / Reader DC got rolled out recently, version 19.21.20058. Please update the application to the new version. Go to Help > Check for Updates.

For more information about the new release please use the link: https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html

Let us know how it goes

Regards

Amal

Report · Dec 13, 2019

From what the user tells me, it doesn't matter what file it is. It doesn't matter if it is small or big, just after a while portions of it go blank, as if Acrobat has run out of memory and loses the visual data but it gives no errors.

I checked the version and it is on 19.21.20058 so it has all of the updates.

Report · Dec 13, 2019

Hi,

Now that you mentioned "as if Acrobat runs out of memory" I forgot to add to my list of suggestion to disable data execution prevention for all programs.

This may help.