Random text disappearing when Word document is PDF'd

[EGTucker_FL]

Within maybe the last 2-3 weeks, when my teammate and I create a PDF from a Word document, random text is disappearing. All the text in our Word files is formatted with paragraph styles. Sometimes headers drop, sometimes figures, sometimes body text. The issue happens when PDF'ing in these ways:

• Acrobat Tab
• Save as PDF
• Export > Create Adobe PDF

The text does not appear to drop when PDFing by going to "Print to PDF." However because we use internal hyperlinks in our files (TOC links and cross references), we cannot use this option.

I have noticed that the TOC hyperlinks still take you to the location in PDF, but there is no text there. I went into Acrobat's Edit mode and there is literally no text box where the text has dropped out.

We are using Microsoft 365 Cloud and Adobe Acrobat DC from the Cloud. I have tried this utilizing many files and get similar results (although the dropped text appears in differing places in the file). I also sent one of the Word files to my personal computer (using s MS Professional Plus 2016 and Adobe Acrobat DC from the Cloud) and I had text drop-out in the same area.

I've attached (deidentified) samples from a recently-PDF'd Word document where both a header and a paragraph disappeared.

We found a workaround - if we place a blank space prior to the text that is disappearing, it doesn't disappear. 

Has anyone else experienced this? Is this a bug? We're not even certain it's an Adobe issue, so I did post this same information in Microsoft's Tech Community/Word forum. Thank you in advance for any insight.

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described when creating PDF from Word file  some random text drops

Would you mind sharing the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the application updated to the most recent version. Go to Help > Check for updates and reboot the computer once.

Is this a behavior with a particular Word file or with all the files? Please try with a different file and check. Also, please share the original Word file and the converted PDF file so that we can check it at our end. Also a small video of the steps you are doing to create the PDF from Word would be very helpful.

Please try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Regards

Amal

[EGTucker_FL]

Hi Amal -

Our Acrobat version is: Adobe Acrobat Pro DC, Continuous Release, Version 2021.007.20099 (It says it is up to date in the Creative Cloud desktop.)

It is a problem with some different files. We have run several tests with different files. I have built new documents from scratch and still get random disappearing text (and it's not always in the same area - sometimes headers, sometimes text, etc.).

I've attached a video of the steps we use to create the PDF. I can send you the Word and PDF files, but is this a secure portal (as we have proprietary information in the files)? Can I send directly to you if not a secure portal?

• "Please try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check."

I'm not sure what this means about creating a new test user profile. My teammate and I both are getting disappearing text in different files. Could you clarify what this entails?

Thanks! 

[Amal.]

Hi there

Thanks for sharing the video, youmay also send the original Word and converted PDF file via private message. To start the private message please click on the mail icon on the top right corner of this page.

Regards

Amal

[PippiPithecus]

This has been happening in our organization since at least October. Random text disappears in the PDF generated from the Word doc that is tagged exactly the same as text that does appear (such as random missing text from bullets). Or the PDF will include the text for step 2., but steps 1., 3., and 4. are missing. It's very strange.
We can't figure out why this is happening. We create secure PDFs from Word by selecting the Acrobat tab | Create PDF | Save to save as PDF. It also happens if we choose File | Save As... and then manually select PDF from the drop-down list. 

Adobe Acrobat Pro DC version: 2021.011.20039 (I just checked for updates and there aren't any)

Microsoft Word version: 2102 (Build 13801.21086 Click-to-Run)

Has anyone been able to solve this issue? It takes a lot of time to manually verify ALL pages and then work to fix issues in the PDFs generated from Word. Any help would be appreciated.