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"An Internal Error Occured" when clicking on a PDF and Windows Explorer preview pane is showing.

Explorer ,
Sep 13, 2022 Sep 13, 2022

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Hi there,

Running Windows 11, up-to-date system and up-to-date Creative Cloud and Adobe Acrobat DC. I have my preview pane visible when going through my files, and sometime in the last 2 weeks PDFs no longer show up in the preview pane. Instead, windows explorer freezes for a few seconds and then shows an Adobe Acrobat "An Internal Error Occured" pop-up. I tried clearing out my temporary files, and tried creating a "2022" folder in C:\Users\(user)\AppData\Local\Adobe\Acrobat\ which was suggested in this thread. Neither worked. All other file types (.jpg, .doc, etc.) show up in the preview pane just fine. Any suggestions?

 

Screenshot 2022-09-13 134651.png

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Crash or freeze , General troubleshooting

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correct answers 3 Correct answers

Community Beginner , Oct 19, 2022 Oct 19, 2022

I FOUND A SOLUTION.

 

I had to go C:\Users\[me]\AppData\Local and right click the Adobe folder, click properties and go to security tab. I had a bunch of left-over "Account Unknown" listed besides my three main ones (System, [me], Admin). I deleted all the account unknowns.

That fixed it for me.

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New Here , May 08, 2023 May 08, 2023

This worked, for me! (thank god, what a pain in the a**)
I couldn't find the "AppData" folder, I ended up finding it by clicking "view", then "show" and then toggling on "hidden files".

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New Here , Nov 14, 2023 Nov 14, 2023

Me paso lo mismo, entre en la ruto que colocaron y le saque los permisos heredados y borre los los desconocidos y hasta ahora funciona

 

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Participant ,
Oct 19, 2022 Oct 19, 2022

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Nevermind, I deleted it in "Advanced".

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New Here ,
Oct 19, 2022 Oct 19, 2022

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Yeah, I had the same. Just click on the account and deny any permissions. Confirm changes, and then you will be able to remove that one as well. 

DonHermes_0-1666248957987.png

 

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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I too had the same situation. Delete all others but could not delete one or two but it fixed the issue

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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I had that to. For  me I hit apply and it deleted the last one too automatically. Did yours do that?

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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One such Account Unknown remains

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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Tried everything. Unable to get rid of the last one. Nevertheless, I still wonder how it got created and how does it affect the preview pane function. 

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Participant ,
Oct 25, 2022 Oct 25, 2022

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Did you get it sorted? I went into "Advanced" highlighted below and managed to disable and remove the last Unknown Account.

RedFeathers_0-1666683925761.png

 

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Community Beginner ,
Oct 25, 2022 Oct 25, 2022

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It worked for me (Windows 10 64), thanks!

 

CVO

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New Here ,
Dec 02, 2022 Dec 02, 2022

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THANK YOU!!!! FINALLY!!

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Explorer ,
Oct 20, 2022 Oct 20, 2022

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This happened to me too, once I clicked "Apply" on the Security tab it disappeared for me.

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New Here ,
Oct 23, 2022 Oct 23, 2022

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Dzięki bardzo !!!!! Działa 

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Explorer ,
Oct 26, 2022 Oct 26, 2022

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Same, but it still fixed the overall problem for me.

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New Here ,
Oct 27, 2022 Oct 27, 2022

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Same! I was able to delete all but one AccountUnknown. For me, it was the very first one listed BTW. Try clicking the Apply button even though it didn't let you delete the one. As soon as I hit Apply the sole remaining AccountUnknown dissapeared from the list shown in the Adobe Properties window sitting behind the Permissions to Adobe window. It appears to have completely resolved the issue. So yes, all hail MarkelRayes!

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New Here ,
Oct 30, 2022 Oct 30, 2022

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@RedFeathers I had the same thing so I did a quick restart and the last Account Unknown was gone when I went back into security settings. Hope this helps!

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New Here ,
Nov 01, 2022 Nov 01, 2022

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Same! I was getting excited about the fix. I get either the internal error code or Adobe opens for about 1/2 a second and closes out. Doesn't even open. So frustrated becasue my company is paying for a license for Adobe and I cannot even use it!!!!!! I have told them that Adobe is not what it used to be and to please remove it but they haven't yet so I thought I would try it again but nope. App doesn't even open now. GRRRRR

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Participant ,
Nov 02, 2022 Nov 02, 2022

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Hi Debra,

Here are the steps that I used to apply the fix. It seems that if you don't click Disable Inheritance when removing the accounts, the issues may return.

Also, make sure that you're going to the correct Adobe folder by typing in the file path at the top "C:\Users\Username\AppData\Local" because the AppData folder is usually hidden so people go into the wrong folder when clicking through instead of typing in the path.

The Adobe folder inside Programs is not the same one as in the Local folder.

 

Let me know if this works or if you get stuck. Maybe get your IT person to take a look at these steps and see if they can sort it out.

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Community Beginner ,
Mar 26, 2023 Mar 26, 2023

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For me it was in different folder. \\DESKTOP-*****\Users\***\AppData\Local

 

now working 🙂 thank you!

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New Here ,
Nov 01, 2022 Nov 01, 2022

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Assuming you've figured it out by now, but in case you haven't, the account should go away on its own when you hit "Apply". I assume this is because its parent was deleted, but who am I to claim definite knowledge of Adobe's mysteries?

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New Here ,
Nov 09, 2022 Nov 09, 2022

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You are a legend

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New Here ,
Nov 10, 2022 Nov 10, 2022

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I'm having the same problem and can't remove that last Account Unknown. Any possible solutions to this would be amazing.

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New Here ,
Nov 10, 2022 Nov 10, 2022

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NEVERMIND. I clearly need more coffee because I typed before reading the whole thread. Advance settings looks to have fixed it! 😄

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New Here ,
Nov 11, 2022 Nov 11, 2022

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This happened to me, too -- but then I clicked Apply and the last unknown account just disappeared all by itself.

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Community Beginner ,
Dec 07, 2022 Dec 07, 2022

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When this happened to me, having deleted all but one, I clicked "Apply" and then the last AccountUnknown disappeared. And the Preview bug was gone, huzzah!

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New Here ,
Dec 11, 2022 Dec 11, 2022

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I hit apply and it just disappeared when i had the same issue.

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New Here ,
Jan 24, 2023 Jan 24, 2023

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Select the last Account Unknown and check the DENY permissions boxes. Then you can remove Account Unknown.

 

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