Text not displaying in Acrobat Pro, MacOS 15.3.2

[kd49396195]

Text on secure pdf bank statements (specifically Chase) does not display in Adobe Acrobat Pro 2025.001.20432 running on M4 Pro MacOS Sequoia 15.3.2.

There is no password protection for viewing the pdfs. The text is in the pdf, can be viewed in the Content, can also be selected and copied from the Document view and pasted in other applications, but will not show in the Document, Page Thumbnail, or Print Preview views in Adobe Acrobat Pro.

The content of the pdfs is fully viewable in Apple Preview/QuickLook. The same files also display correctly on Parallels running Windows 11 in Adobe Acrobat Pro 2025.001.20432 64-bit.

This issue began recently. These same files were viewable previously in Adobe Acrobat Pro. I have run all updates and reinstalled Sequoia, but the issue persists.

[creative explorer]

@kd49396195   This sounds like a specific rendering issue between Adobe Acrobat Pro on your M4 Pro macOS Sequoia setup and the way Chase bank generates its PDF statements. It might be a compatibility problem between Acrobat Pro's rendering engine and a specific font or encoding that Chase started using recently, or a bug specific to the M4 Pro and Sequoia. Roll back to the previous version if that helps

[AnandSri]

Hello!

I hope you are doing well, and we apologize for the delayed response and the trouble.

Could you please share a sample PDF file in which the text is not displayed with the latest version of Acrobat Pro? If yes, please share the file with us for further investigation.

Thanks,

Anand Sri.

[kd49396195]

Given that the files affected by this issue are financial documents, I will not be sharing the source pdf files. Attached is a screenshot of two separate files from two different financial institutions with the same issue. One file has Security options enabled by the issuer, the other does not.

Further to this issue, I have noticed that when I open pdfs, instead of opening in the Adobe Acrobat Pro app, the files actually open in a separate Adobe Acrobat Helper app window instead.

[darleneg14060113]

I'm having the same issue with all bank statements, Chase/Bank of America, etc. 

[KD12341234]

I am having the same issue with a ton of Verizon invoices - there are two versions of Vz invoices - one works, the other doesn't. The pdf's work in Preview and in Microsoft Outlook but not in Acrobat. I've checked on my personal machine with personal pdfs and the issue is there for some, not others. 

[KD12341234]

Architecture: arm64

Processor: Apple M2

Build: 25.1.20432.0

AGM: 7.1.10

CoolType: 10.0.2

JP2K: 4.0.2.54782

[Amal.]

Hi there

Hope you are doing well and thanks for reaching out.

This issue is already reported to our engineering and is being worked on.

The fix will be available in future updates.

Thanks for your understanding so far.

[isaac_4487]

Hi, so glad this is being reported. I am having the exact same issues, specifically with PDFs downloaded from Webpages. When i look on my phone, it's fine. And anyone who receives it through email on a PC has no issues as well. Please fix asap.

[Ugly Ducklings]

I am having the same issue and looking for solution. 
Uninstalled and reinstalled Acrobat Pro but the problem still exists. 

[MeganKern]

Same problem here.  I can view them on Web, but not on desktop app.  2 hours of chat later...still no resolution.  Was told it was a known problem and to "look for the next update".  No guarantee it will resolve this problem.  I miss the good ole desktop program!  

[ravinderg62643219]

Hi All,

We have rolled out fix for this issue. Please update Acrobat to the latest version and try opening the pdf files.

Regards

Ravi

[kd49396195]

There is still the issue for me in Adobe Acrobat Pro that when I open pdfs, instead of opening in the Adobe Acrobat Pro app, the files actually open in a separate Adobe Acrobat Helper app window instead.

[guest_cloud]

experiencing this problem as well since 15.3.2.
pdfs from certain sources will not display in the desktop version of acrobat pro (they will display in web/broswer/preview/photoshop)

I've noted the issue with invoices generated by verizon business & with pdfs printed via outlook web service on chrome browsers .  It affects pdf files that pre-dated updates and used to function properly.

[ravinderg62643219]

Hi @guest_cloud 

Please try on latest version 25.001.20438

[guest_cloud]

@ravinderg62643219 updating to 25.001.20438 corrected the issue.  I did need to apply the update via acrobat pro - as the update was not yet available via creative cloud.   thank you!

[Amal. · Accepted solution]

Hi there,

Thanks for reaching out.

This issue has been resolved in the latest version 25.001.2043x of the application. Please follow these steps to update:

1. Open the application and navigate to Help in the top menu.
2. Click on Check for Updates and install any available updates.
3. Once the update is complete, restart your computer to ensure the changes take effect.

[Amal.]

Hi there,

Thanks for reaching out.

This issue has been resolved in the latest version 25.001.2043x of the application. Please follow these steps to update:

1. Open the application and navigate to Help in the top menu.
2. Click on Check for Updates and install any available updates.
3. Once the update is complete, restart your computer to ensure the changes take effect.