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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 2 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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replies 140 Replies 140
Community Beginner ,
Jan 28, 2023 Jan 28, 2023

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Mine said this too.  Be sure to click APPLY when you get this error.  You should be able to ignore the warning all the unknowns were removed anyway 🙂 

Thank you @markelrayes this solutions worked for me (W11 - up to date / CC up to date).

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New Here ,
Apr 25, 2023 Apr 25, 2023

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What if I do not have any leftover unkown accounts in the Security Tab? 

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New Here ,
Feb 10, 2023 Feb 10, 2023

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I had this problem too.  One window back, in Adobe Properties, there is an advanced button at the bottom.  Click that and in the next popup you can disable inheritance.  It will ask you what to do with the existing inheritance rules, and I chose the option to turn them each into explicit rules.  That cleared out the last unknown account for me.

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New Here ,
Mar 02, 2023 Mar 02, 2023

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Had the same message. I left just that one and deleted all the others. It worked.

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New Here ,
Mar 25, 2023 Mar 25, 2023

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Just hit 'Apply' and then 'OK' and it will delete that remaining account automatically, did for me!

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New Here ,
Jun 30, 2023 Jun 30, 2023

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Seems like the first one from top to bottom is binded to the previous one, so if you try to delete the first one in first place this message appears. For me i deleted it all from the next to "System" to top one, like from bottom to top, and as i tried to delete the first one in irst place too just like you, that message poped, but right as i closed that window once i have had deleted the previous ones as i described it just have been removed.

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Community Beginner ,
Aug 22, 2023 Aug 22, 2023

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LATEST

I had the same experience, but once I clicked Apply and then OK, that last Account Unkown went away.

I hope that helps

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Explorer ,
Oct 20, 2022 Oct 20, 2022

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That worked for me too! Thank you so much!! 🙂

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Community Beginner ,
Oct 20, 2022 Oct 20, 2022

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Thanks. You saved my ass 🙂

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New Here ,
Oct 21, 2022 Oct 21, 2022

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Works like a charm, you saved my day, markelrays! For ver grateful 🙂

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Explorer ,
Oct 24, 2022 Oct 24, 2022

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I've been trying to fix this for months, and this worked. You're a star!!!!!

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New Here ,
Oct 26, 2022 Oct 26, 2022

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THANK YOU x 10,000 times!!!

Your contribution is way more valuable than what Adobe has done.

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New Here ,
Oct 27, 2022 Oct 27, 2022

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Great, thanks, how is it possible that it happens to many people? And Adobe don't say nothing.

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Participant ,
Oct 27, 2022 Oct 27, 2022

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It's a little disappointing that the Adobe employees don't respond on the queries either, or they reply once and never again. At least there are some brilliant people on the forum who help out.

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New Here ,
Oct 27, 2022 Oct 27, 2022

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That works perfectly! Thank you.

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Explorer ,
Oct 28, 2022 Oct 28, 2022

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Strange, I just clicked on a PDF, and the same problem came back, an error popped up, and Windows Explorer froze. It was working fine since I did this fix, and everything was great this morning; it's only been in the last hour something has changed.

 

I went to the Adobe folder as per outlined in this fix, and all of those unknown accounts were back. I've deleted them all again, and the PDF preview is working fine. The question is, what's causing all of these unknown accounts? Is this something we have to keep doing? Seems very odd.

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Explorer ,
Oct 28, 2022 Oct 28, 2022

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Agreed! It would be nice if Adobe would chime in 🙂

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Community Beginner ,
Oct 28, 2022 Oct 28, 2022

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I was wondering the same thing, what caused this creating of unknown accounts that to so many. Before I got the step to fix this issue from this community, I had contacted Adobe customer care, the tech support did clean removal of the complete adobe applications installed on the system remotely such uninstallation, deleting all folders etc. And it worked for few hours and then the issue was back. But since I have done the fix given here, issue has not been generated yet. Also there was an update from Adobe few days ago, might be the hot-fix. Who knows? 

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Participant ,
Nov 02, 2022 Nov 02, 2022

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Hi RocketFive,

When you remove the Unknown Accounts that returned, go into Advanced and click on Disable Inheritance and let me know if that works?

 

Do you use your Adobe account on multiple PC's or do you have more than one Adobe Account?

I'm wondering if that's why they are created.

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Explorer ,
Nov 07, 2022 Nov 07, 2022

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Hey RedFeathers

 

Sorry for the late reply; it's been a crazy week. I've gone into advanced as you suggested, and it's asking 'What would you like to do with the current inherited permissions?'. The options are 'Convert inherited permissions into explicit permissions on the object' or 'Remove all inherited permissions from this object'. Which is the best to choose?

 

I only have my Adobe account on one PC. I was wondering if some other software (like Microsoft Edge or Chrome) is creating these as they have PDF previews?

 

Thanks again for your help.

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Participant ,
Nov 07, 2022 Nov 07, 2022

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Hey there, no problem, I know how it goes, especially towards the festive seasons when deadlines loom.

You need to select the 'Remove all inherited permissions from this object' for the Unknown accounts before it will allow you to remove the last one.

 

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Explorer ,
Nov 07, 2022 Nov 07, 2022

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Yeah, deadlines are pretty much my life right now 🙂 

 

Perfecto, thank you. I'll give this a shot later when I have a moment; currently on another deadline, phew!

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New Here ,
Oct 28, 2022 Oct 28, 2022

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Thank you very much! This worked for me perfectly 🙂

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New Here ,
Oct 30, 2022 Oct 30, 2022

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@markelrayes LEGEND!! Thank you so much!!

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New Here ,
Oct 31, 2022 Oct 31, 2022

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I'm having this issue as well, but I don't have any account unknown's listed. I do use two different Adobe sign-on's on this computer - so maybe that's the issue? I'm also the Adobe account admin for about 50 licenses.

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