"Internal error" or "a drawing error has occured" on Pro but files works well on Reader DC

[Tina980]

I can receive 3 "Internal error" or "a drawing error has occurred" or "not enough disk space" in 10 files I open through Acrobat Pro, and usually files fail to open or show graphs correctly. This happens more often will files with more graphs. But these files work well on Reader DC; therefore, there is nothing wrong with the file itself. I have tried reinstalling for several times, and problems remain. The old version authorized by my last university worked pretty well for 3 years, thus I don't think there is anything wrong with my PC, too. I really need some features on Pro; thus, I feel inconvenient using only Reader DC when I have the Pro.

[Amal.]

Hi Tina

Hope you are doing well and sorry to hear that. As described you are unable to view the PDF files properly in Acrobat Pro but the same file opens fine in Acrobat Reader DC.

Would you mind sharing the version of the Adobe Acrobat DC and the OS you are using? To check the version go to Help > About Acrobat and make sure you have recent version 21.07.20099 installed. Go to Help > check for updates and reboot the computer once.

Also go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Page Display > Under rendering, Select 'Smooth images' 'Smooth line arts' and 'Enhance thin lines' > Click OK and reboot the computer and see if that works. 

You may also try to create a new test user profile with full admin rights in windows or enable the root account in mac and try using the application there and check.

Also, please share the PDF in question with us so that we can check it at our end as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html

Regards

Amal

[Tina980]

Thank you for your reply! I have confirmed that my version of the Adobe Acrobat DC and preference settings have already precisely been what you suggested above. No single file is causing the problem, and the error reports can be different across multiple files. The only common feature is that most files have a lot of graphs or hyperlinks. 

[Amal.]

Hi there

We are sorry to hear that. Would you mind sharing a sample PDF file with us so that we can check it at our end.

Regards

Amal