Redact text tool will not work

[stanleydenman]

Gotta vent a bit.  Adobe has the worse support.  Chat people never know how to solve a problem, and the promised phone call to discuss my more "advanced" inquiry never comes.   I have been spending hours trying to get the redaction tool to work.  My chat support person re-installed Pro to no benefit.

I open the tool and click "find text and redact".  Next I get this meaningless warning though the pdf has been OCRed..  I then search text and click "sect and remove text", the "selectall".  Now i have lots entires with a cehck box nex to them.  But what next?  the "apply" button remains disabled!! 

[Amal.]

Hi @stanleydenman 

Hope you are doing well and sorry to hear that

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20360 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Let us know how it goes.

~Amal

[stanleydenman]

When I click the question mark in the top right with the tooltip "get help or share feedback" I get the following menu:  Take viewer tour, acrobat help, acrobat tutorials..share feedback, what's new."  I do not have the "Help" options you suggest I use Amal. 

As I said, I spent 1/2 a day on chat with Adobe, reinstalled Acrobat only to find they could not diagnosis, but that I would get a call.  Never got a call.  I pay over $200 a year for this product only to have it fail me on a mission-critical task that the product claims to be able to accomplish?

I really am at the end with this product.  I have to go into the registry to get this product to perform as promised? Unbelievable.  

\

[stanleydenman]

This did not work.

[Amal.]

Hi there

The Help option is moved under the hamburger menu at the top left corner.

Also, please share the PDF file in question so we can test it at our end.

Regards

Amal

[stanleydenman]

I do have the current version of  Acrobat DC.  I have deleted that registry file and rebutted Acrobat allowing it to reconstitute the file.  No change.  And it does not matter what file I use.  Let me be clear ago as the sequence.

Click "Redact a PDF"

Click" find Text and Redact"

Search for a phrase

Click "search and remove text"

Search results appear in the window and I select "check all"

This happens for all pdf files.

Apply button does not go from disabled to active.

[Amal.]

Hi there

What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20380 installed. Go to Help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Regards

Amal