"An internal error occurred" when opening downloaded PDFs

[Moshe38402934fbxl]

Hi,

We are facing an issue with Adobe Acrobat version 25.001.20623 on Windows 11.
When trying to open any downloaded PDF, Acrobat shows the error:

"An internal error occurred"

Details

• Version: Acrobat 25.001.20623

• OS: Windows 11

• Affects: all users tested, multiple machines

• Local files (not downloaded) open normally.

Troubleshooting performed

• Disabling “Protected Mode at startup” (Preferences → Security (Enhanced)) allows the file to open without error.

• With Protected Mode enabled, the error occurs consistently.

• Protected View settings (Off / Potentially unsafe locations / All files) do not resolve the issue.

Workaround

Currently the only working solution is to disable Protected Mode at startup, which is not ideal from a security perspective.

Can you help with that?

Thanks.

[Meenakshi Negi · Accepted solution]

Hi Moshe38402934fbxl,

Thank you for reaching out, and sorry about the trouble caused.

As you have already tried the troubleshooting steps, could you try updating the application to the latest version released yesterday? Please refer to the information in the following help document: https://adobe.ly/3JlmvPo. 

If that does not resolve the issue, please collect the logs using the diagnostic tool and share the log ID with us.

We will get it checked.

Thanks,

Meenakshi

[Moshe38402934fbxl]

Hi Meenakshi,

We have tested again after updating to the latest version, and the issue is resolved.
Everything is working fine now – thank you for the support.

Best regards

Moshe38402934fbxl