Thumbnails displays as black square

Report · Jun 11, 2023

Hello,

I have a brand new laptop with Windows 11 Pro (Version 22H2, OS build 22621.1778, Experience Windows Feature Experience Pack 1000.22642.1000.0).

I have a fresh install of Adobe Acrobat Reader (Continuous Release - 2023.003.2021 64-bit).

However, even after setting up and tweaking settings, the thumbnail image previews displays a black square (with the Adobe squiggle in the bottom righthand corner).

The thumbnail image previews works for the View setting of Large or Extra Large icons, but not for Medium view, or below.

Q. Is this correct? This used to work in Windows 10 (Medium view for folders shows a preview image of the file).

Thank you.

Report · Jun 12, 2023

Hi c304289728iet,

Thank you for reaching out.

Please try reinstalling the application using the following steps:
-Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
-Reboot the machine
-Install Adobe Acrobat Reader from the following page: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html.

If you still experience the same behavior, let us know.

Thanks,

Meenakshi

Report · Jun 12, 2023

Hello Meenakshi,

Thank you for your reply.

Unfortunately, I do not have a license key and so I am unable to download and use the version from the link you sent to me.

I did try installing the Standard Installer, but the software requires a license key (after 7 days):

I am using my home laptop and had installed the Adobe Reader only (which I downloaded from here: https://get.adobe.com/uk/reader/).

Please advise.

Thank you.

Report · Jun 13, 2023

Hi c304289728iet,

Sorry about the confusion. Try reinstalling the Acrobat Reader using the same steps as above.

You may install Acrobat Reader from the following help page: https://get.adobe.com/reader/enterprise/.

Let us know how it goes.

Tanks,

Meenakshi

Report · Jun 13, 2023

Hello Meenakshi,

I tried uninstalling, running the Adobe Cleaner, then reinstalling the Adobe Reader software (from our new link), and restarting my laptop, but the same thing happens - black squares instead of thumbnail images.

The settings I used for the Cleaner Tool are the default ones:-

The options I chose to download the Adobe Reader were:-

* Sometimes when you 'refresh' the screen the thumbnail images appear but further screen refreshes cause the black squares to reappear (and remain).

It's a bit disappointing that this is happening on Windows 11 Pro.

Q. Will Adobe be fixing this issue?

Thank you.

Report · Jun 14, 2023

Hi @c304289728iet

Sorry for the Incovience caused to you.
We are unable to reproduce at our end. Can you please help to run Repair for once?
Please follow the steps from here : Control Panel -> Adobe Acrobat Reader -> Change -> Repair

If you still experience the same behavior, let us know.

Thanks,
Nandini

Report · Jun 14, 2023

Hello Nandini,

Thank you for getting in touch.

I've tried Control Panel > Change > Repair.

Sadly, the problem is still the same (black squares).

If I go to a new folder (with pdf files in it), the icon images initially appear to load / show. However, if I then press the Refresh (F5 / wheel in explorer), all the icons turn to black squares (and remain black squares on subsequent presses).

I've tried several times to uninstall / clean / reinstall. But the problem persists.

If it helps, my setup is as follows:-

* Dell Latitude 5400

* Processor Intel(R) Core(TM) i5-8250U CPU @ 1.60GHz 1.80 GHz
* Installed RAM 16.0 GB (15.9 GB usable)
* Product ID 00330-52850-37855-AAOEM
* System type 64-bit operating system, x64-based processor

* Edition Windows 11 Pro
* Version 22H2
* Installed on ‎06/‎06/‎2023
* OS build 22621.1848
* Experience Windows Feature Experience Pack 1000.22642.1000.0

Thank you.

Report · Mar 28, 2024

Sounds like the software has a problem with the medium view! I had the same problem and I found a ridiculous solution! On your desktop, press Ctrl and scroll up a bit! It will be solved!