"Export PDF" tool in Adobe Acrobat Pro 2020 app has stopped working

[CaseyGuy]

The Export PDF tool in my Adobe Acrobat Pro 2020 app has stopped working. The Export PDF shortcut in the right panel no longer works, nor does selecting the Export PDF tool under the Tools tab. Fortunately, I can work around this problem by going File > Export To > [choose type of file format]. But I'd rather be able to use the Export PDF shortcut tool, which has worked flawlessly until now.

Now, when I click the Export PDF tool, I still get the page saying "Export your PDF to any format," along with the export choices. Then I choose the type of file I want to export to, and I click the blue Export button. However, the only thing that now appears is a blank white box with a blue title bar that says "Save As." There are no fields into which I can enter the name of the file or its location.

Short of uninstalling and reinstalling Adobe Acrobat Pro 2020, does anyone know how I could restore my Export PDF tool's functionality? I see that I can remove the tool by going View > Tools > Export PDF > Remove Shortcut. I didn't try that, because I don't know how I'd re-install the shortcut.

Acrobat's Help menu says I'm running 2020 Release (Classic) Version 2020.005.30636. My OS is the current update of Windows 10 Pro.

Many thanks to the Community, in advance.

[Amal.]

Hi @CaseyGuy 

Hope you are doing well and thanks for reaching out.

Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

[CaseyGuy]

• The Adobe Acrobat Diagnostics report was uploaded to the Adobe cloud, with this Log ID:
85c7f014-2ed8-45c1-b59d-2ebce751e7b4

• I've uploaded the log files to Dropbox, but I don't know how to share them with you. When I click the Share button for the folder where the zxp file is located, I get a request for the email address of the person I want to allow to read the file. The only email address I have for you has "noreply" in it; when I used that email address last week to respond to the email I received from you, delivery failed.

All that has to do with the Export PDF tool not working anymore. After submitting the Adobe Acrobat Diagnostics report and the requested log files, I discovered another problem: Now I can't create a pdf, either with the shortcut tools OR via the File > Save As... menu. The app creates the pdf from a file just fine. But it won't let you save it. When you try to Save As..., you get a blank white box with "Save As PDF" in the title bar. I hope that fixing the "Export PDF" problem will also solve the "Save As..." problem. If not, I'll need to open another case.

[CaseyGuy]

• The Adobe Acrobat Diagnostics report was uploaded to the Adobe cloud, with this Log ID:
85c7f014-2ed8-45c1-b59d-2ebce751e7b4

• The link to the log files is:
https://www.dropbox.com/scl/fo/o6t30g4f0oqg68652l9b0/AAxToLOVOn02JDmjs_HNR9A?rlkey=vmozs68uzefqs8nvd...

[Amal.]

Hi there

Sorry to keep you waiting.

Please give us some time to get the engineering team to check the logs.  We will share the update as soon as we get any input.

~Amal

[CaseyGuy]

Well, hitting Reply on the link under Amal’s signature resulted in a delivery failure. I guess the “noreply” in the email address should have told me not to hope it would actually get to him.



I’m not sure where I got this email address, but if it’s not correct, please let me know how I can answer
Amal’s email. Thanks.



Rich Hathaway | richhathaway@comcast.net



From: Rich Hathaway
Sent: Friday, May 17, 2024 5:34 PM
To: 'Adobe Community Mailer'
Subject: RE: Amal. mentioned you in Adobe Community



* The log files are uploaded on Dropbox at:

https://www.dropbox.com/scl/fi/6nhq23iy2uvd91m3xh2gk/AdobeLogs_20240517_074521_319-win-GS.zxp?rlkey=... <> &st=ms74prht&dl=0



Supposedly, “Anyone with this link can view the file.” If that’s not the case, let me know.



* The Adobe Acrobat Diagnostics report was uploaded to the Adobe cloud, with this Log ID:

85c7f014-2ed8-45c1-b59d-2ebce751e7b4



Many thanks, Amal.



Rich Hathaway | richhathaway@comcast.net



From: Adobe Community Mailer >
Sent: Friday, May 17, 2024 2:33 PM
To: richhathaway@comcast.net
Subject: Amal. mentioned you in Adobe Community






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Adobe Community





Amal. (Adobe Employee) mentioned you in a post! Join the conversation below:


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[Acrobat Discussions] <> Re: <> "Export PDF" tool in Adobe Acrobat Pro 2020 app has stopped working

Hi @CaseyGuy <>



Hope you are doing well and thanks for reaching out.



Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to the cloud and generate the link and share that link with us for further investigation.

Regards
Amal

Reply | Mark as Correct Answer <> | Upvote <>





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[CaseyGuy]

I don't know why 1) my attempt to reply to Amal (by hitting the Reply link under his signature) is resulting in a non-delivery; or 2) why my email correspondence with him is appearing here. As a matter of security, since my log files are available to anyone who reads this thread, I have deleted the log files from Dropbox. I was so impressed that I received an immediate offer of help from Amal, an Adobe employee. So I don't understand why it is so difficult to actually respond to that offer of help.

[CaseyGuy]

Yikes! My problems with Acrobat Pro 2020 are worse than I thought. Now I can't create a pdf, either with the shortcut tools OR via the File > Save As... menu. The app creates the pdf just fine. But it won't let you save it. When you try to Save As..., you get a blank white box with "Save As PDF" in the title bar:

[CaseyGuy · Accepted solution]

I found a simple action that solved this problem: Go Edit > Preferences > General... > General. In the list in the right panel, make sure these two items are UNchecked:

• Show online storage when saving files
• Show online storage when opening files

Many thanks to Community contributor TRY67 for contributing this correct answer to a user's problem with Save and Save As... It turned out that my problem was not with the Export tool, but rather with the Save As... function. Thank you, TRY67!

[Ajay38762598nk1a]

Hi, this issue is not reproducible on latest classic 2020 build from my side on both Win and Mac. It's actually working fine, so please try it again on your side, if it has been resolved and working as expected please let me know so we can close it.