Unable to Apply Redactions - Gray Screen

[c2sv]

I am unable to apply redactions. I get the “There are unapplied redactions in this file...” ribbon at the top with the blue “Apply” button on the right. However when I click it, the screen goes (transparent) gray and nothing happens. The action is not completed. There are no error messages. And it will sit like that until the end of time unless I escape-key out of it.

Help!

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. As described you are unable to apply redaction as the screen goes grey and nothing happens.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive please try to download it to your computer first and then try to redact and check.

What is the version of the Adobe Acrobat DC you are using? To check the version of the application go to Help > About Acrobat and make sure you have the latest version 21.05.20048 installed. Go to Help > Check for Updates and reboot the computer once and check.

Are you on Windows or Mac machine and what is the version of the OS? Please check for any missing/pending updates also try to repair the Acrobat installation (Win Only) from help menu and reboot the computer . Go to Help > Repair Installation. 

Regards

Amal

[Charis5D9B]

I have this same issue.  It started about a week ago.  The day before I had been able to apply redactions without an issue.  I have 2021-007-20091 and it says I am up to date.  Please help, I have to be able to apply redactions to do my job.

[AkanchhaS]

Hi Charis,

Thanks for reporting this to us.

When you select the Redact tool to complete the redaction process, what exactly happen? For better understanding, would you mind sharing the screenshot or a screen recording of the same? 

Regards,

Akanchha 

[Charis5D9B]

When I select the Apply button, the screen looks like it is popping up a dialog box, but the box remains all white, the background greyed out, and the program freezes.  I initially thought it was due to a possible file size issued, so I tried it on several smaller documents and still no luck.  In fact, as you can see in the attached screen shot, it does it even on a single page document, with one line of text and redaction markings over only two words.  

Because the program freezes, the only option I have is to use the "end task" within Task manager.  After I do that, the next time I open Adobe it gives me a message saying it is reinstalling the program.  I have also tried shutting down and rebooting my laptop several times as well.  

I have tried several times to run "repair installation" and I've verified that according to Adobe Cloud my installation of the program is up-to-date.  This issue only started about a week or so ago, so I am suspecting that the issue may have been due to a change made in a recent program update pushed out by Adobe.

[Charis5D9B]

As an FYI, I was able to find a clue to the solution on another post in this forum, where someone said they had been able to apply redactions by running a Java command.  Went into my preferences for Java and discovered that for some reason the Java permissions had been disabled.  So I checked that box, saved my changes...and then tested it and the apply redactions worked again.  

Since it just started happening, I cannot help but think it was due to a pushed update from either Adobe or our IT folks.  But at least now I know how to fix it, so I can pass that information along to our IT as several people have been having the issue.