"Split" function now has a major glitch after installing latest update

Report · Sep 27, 2023

As part of my job, I split documents on a daily basis by "bookmark name". I download all of my company's invoices, create bookmarks for each one, and split them by bookmark name so I can add them to a shared drive.

After Adobe rolled out the latest update, this process has become incredibly frustrating. It takes me 4-5 tries to get invoices to split and go into a designated folder.

Can someone pleaseee look into this?

Report · Sep 27, 2023

Hi @Outdoor Decor32567353j1fv ,

I hope this message finds you well. Thank you for reaching out to us.

I'm sorry to hear that you're experiencing this issue. To better assist you, could you please let me know if this problem started after a recent update or if it was occurring before as well?

When you attempt to split the documents by bookmarks, what exactly happens? If possible, a brief video recording of your workflow and the issue would greatly help us understand the situation.

Additionally, could you confirm if this problem is specific to a particular PDF file, or if it's affecting all PDFs? It might be useful to try with a different PDF file to see if the issue persists.

To ensure that you're using the most up-to-date version, please go to Help > Check for updates and install version 23.06.20320 if available. After updating, don't forget to restart your computer.

For Windows users, you may also attempt to repair the installation from the Help menu. If you're on a Mac, please follow these steps to reset the Acrobat preferences: How to reset Acrobat Preference settings to defaul... - Adobe Support Community - 4792082

If the issue persists, you might want to consider creating a new test user profile with full admin rights on Windows or enabling the root account on a Mac to see if the problem persists in those environments.

Please don't hesitate to let me know if you need further assistance. We're here to help.

Regards

Amal

Report · Oct 03, 2023

Good morning,

I tried repairing the installation, as you suggested. It did not have any effect on the issue. I continue to experience the same frustration every day.

Here is a video of what happens:

https://drive.google.com/file/d/1-lTg9we4eqZV28rKK8HnhDuUxZ3VU3lI/view?usp=sharing

Report · Oct 03, 2023

Hi there

We are sorry to hear that the issue still persists. Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , 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

Report · Oct 05, 2023

I went through the steps outlined. I was given this code:AdobeLogs_20231005_015642_626-win-GS.zxp

Is that what you need? A link was not produced.

This is the email they sent:

Dear User,

The following file has been uploaded on Adobe LogCollector Portal:

File: AdobeLogs_20231005_015642_626-win-GS.zxp

Please use the above filename as a reference when contacting Adobe Customer Care.

Thank you,

The Log Collector Tool team

Note: Please do not reply to this email; it is auto-generated.

Report · Oct 13, 2023

Hi there

We have reported this issue to our engineering team for review.

We will keep you posted as soon as we get any update.

~Amal

Report · Oct 23, 2023

Good morning,

It looks like the bug has been "fixed". I no longer takes me 4 tries to split my files. However, there is now another bug. Adobe is failing to split all my files. This morning I had 15 bookmarks and only 10 were split. I completed the task over an over again, and the same bookmarked pages failed to split each time. It took me a very long time to complete a task that normally takes 5 minutes.

An important part of my job is to take all of our sales orders (which are uploaded as a single pdf) and split them into individual files to put in our shared drive. It is vital that I am able to complete this task each day, so please fix this bug. I repaired the installation, and still, the error continued. Please advise how we can fix this.

Report · Oct 30, 2023

Hi there, please collect the fresh 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 to further investigate.

~Amal