Share button will not open an Outlook window

[jamesm7883486]

I just recieved a new Surface Laptop 7th edition running windows 11 and old outlook.   When I hit share button it will not open a window in outlook to send as an attachment or a link.   This is a serious hinderance of my productivity.     I have gone through all of the obvious fixes within preferences>email> ... etc.   No joy.   Unable to get anywhere with Adobe support. 

[RohitAnand]

Hi @jamesm7883486 ,

Sorry for the inconvenience, can you please share the app version and bit version (32bit or 64bit) for both Acrobat and Outlook to help us investigate further. 

You can get the above info from  

• Acrobat app -> Menu -> Help -> About Adobe Acrobat Pro
• Outlook app File menu -> Office account -> About Outlook

Thanks,

Rohit A

[jamesm7883486]

Please assist with removing my personal data from the post response

[jamesm7883486 · Accepted solution]

Acrobat -> Menu -> Help -> About Adobe Acrobat Pro Outlook -> Office account -> About Outlook

When I open Adobe Acrobat - I can go Menu > Help > about adobe acrobat pro and it says Adobe Acrobat 24.003.201280

There are not option for About Adobe Acrobat Pro Outlook > office account > about Outlook as you have requested

[PII removed by Moderator]

[RohitAnand]

Thanks @jamesm7883486  for sharing the Acrobat app version. We also need the bit version of the app, when you open the About Adobe Acrobat Pro screen, just next to the version info bit version is mentioned please confirm if its 32bit or 64bit.

Sorry for the confusion, to check Outlook app and bit version, please open MS Outlook app -> File menu -> Office account -> About Outlook

Thanks,

Rohit A

[Leo283217759sap]

Having the same issue, has this been resolved?  64bit Surface Pro that we are using 

[Leo283217759sap]

did you get this resolved we are having the same issue 

[RohitAnand]

Hi @Leo283217759sap 

Can you please share the details requested above to help us investigate further.

Thanks,

Rohit A

[Leo283217759sap]

Our CEO has a Surface Pro 9 Tablet Windows 11 Processor is ARM Microsoft SQ3 when ever he selects the Share feature in Adobe nothing happens.  Normally when you click the Share feature in adobe Outlook email will pop up with the pdf as an attachment, this does not happen when the share feature is executed in Adobe 

[arvindy]

@Leo283217759sap ,
Kindly take a note that Acrobat 64 bit is not supported on ARM based Windows devices. I hope the affected system has Acrobat 32 bit installed on it. 
If Acrobat 32 and Outlook 64 Bit is installed on the machine, I request to check the following registries and modify them as shown in snapshots in the links below. Please make sure you close Acrobat and Outlook apps while modifying the registries.

1. Computer \HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\App Paths\OUTLOOK.EXE –> Its default value should be the path of installed location of Outlook. See the snapshot link1
2. Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Clients\Mail –> It should be “Microsoft Outlook”. See the snapshot Link2

I hope this helps. Please let me know if you face any further issues.

Regards,

Arvind

[Leo283217759sap]

This still doe not work when i click on the share link i get the following prompt but nothing happens when i click on send copy

[cid:6427984c-34e7-41e5-9bc0-ae17a290b8e8]

Leo Perez
Director - IT, Infrastructure and Support
t: 432-243-0351 | m: 432-243-0351
a: 7008 Indiana Ave, Suite B, Lubbock, TX, 79413
e: Leo.Perez@gvty.com
w: www.gvty.com
CONFIDENTIAL NOTICE: This electronic transmission and any documents or other writings sent with it constitute confidential information which is intended only for the named recipient and which may be legally privileged. If you have received this communication in error, do not read it. Please reply to the sender at Gravity that you have received the message in error. Then delete it. Any disclosure, copying, distribution or the taking of any action concerning the contents of this communication or any attachment(s) by anyone other than the named recipient is strictly prohibited.

[arvindy]

Hi @Leo283217759sap ,
Please let me know if we can connect over a Teams call to debug this further. Kindly share your availability and email id as a private message directly to me. I will setup the meeting accordingly. Your latest screenshot is not available here, I can seeonly a string and no image is there.

Regards,

Arvind

[Amanda23647224rhtn]

I am having the same issues on a new Microsoft Surface Pro 11 running Windows 11.

Adobe version is:

Using Microsoft 365 

64 bit.

Any assistance you could provide would be greatly appreciated.

[arvindy]

@Amanda23647224rhtn ,

Can you please also confirm if your device has ARM or Intel processor? Kindly take a note that Acrobat 64 bit is not supported on ARM based Windows devices.

Regards,

Arvind

[Leo283217759sap]

ARM Processor

Leo Perez
Director - IT, Infrastructure and Support
[Moderator: Personal Information removed]

[arvindy]

Hi @Leo283217759sap ,

I understand that you're using a Windows ARM device. If you're currently running Acrobat 64-bit on this machine, please uninstall it and install the 32-bit version, as Acrobat 64-bit isn't supported on Windows ARM devices.

If you continue to experience the send-mail issue with Acrobat 32-bit, please refer to the steps I provided in response to your previous comment.
Lastly, if the issue remains unresolved, we can arrange a Teams call to troubleshoot further.

Regards,

Arvind

[arvindy]

Hi @Leo283217759sap ,
Can you please confirm if the issue has been resolved ? If not, we can connect over a Teams call to debug it further.

Regards,

Arvind

[Deborah J.24142596xtkb]

I am having the identical issue!!  I spent 3 hours yesterday with Adobe live assistance.  The "helpers" spent 3 hours wasting my time to no avail.  Then after 3 hours the supervisor who took over just hung up on me.  He could not figure out the problem or the fix and literally just hung up.  Does anyone know what to do about fixing this???  Clearly, Adobe does not know how to fix this and it is real productivity killer.

[Deborah J.24142596xtkb]

By the way, I am running the 32 bit version of adobe.  I have tried everything.  I suppose if Adobe cannot fix it and I lost 3 hours of my time yesterday that cannot ever be recovered I should give up now.  😞 

[Deborah J.24142596xtkb]

As an update, I checked my registries and they look exactly how Arvind recommends but the problem persists.

32 bit Acrobat

64 bit Outlook

ARM processor

Microsoft Surface Laptop 7 purchased last week

[arvindy]

Hi @Deborah J.24142596xtkb ,

Apologies for the inconvenience caused! Can you please let us know if it is possible to connect with you over a Teams call? If yes, please share your email ID and time slots for today/this week according to your suitability. Please send the details in a private message and will setup a meeting accordingly. 

Regards,

Arvind

[Deborah J.24142596xtkb]

Arvindy:

Thank you for your response.  Please be advised that I was connected via telephone and teams with your people for 3 hours on December 13th without success.  Yes, 3 hours!!!!  As I noted above, the "supervisor" could not solve the problem and unceremoniously hung up the phone and disconnected the remote access without even an apology.  The "IT People" kept uninstalling and reinstalling Acrobat.  I kept saying there is obviously a communications disconnect between Acrobat and Outlook and they kept disputing this point.  Your employees need better training.  I cannot spend another 3 hours dealing with untrained IT people.  

If you know how to fix this issue, we can connect tomorrow December 17th.  Please send me a PM with your availability and I will confirm a time tomorrow.

[Deborah J.24142596xtkb]

Adobe connected with me again yesterday was unable to fix this.  I contacted Microsoft and they were unable to fix this problem but confirmed it is an Adobe Acrobat issue. 

Has anyone found a solution to this problem?