Unable to check "enable pdf thumnail previews in windows explorer

[jarryd_7161]

Hi team,

I have a new microsoft surface which i believe uses arm (I'm not tech savvy) and I have been trying to get my pdf's to view and keep getting this error: Unable to check "enable pdf thumnail previews in windows explorer.

I have tried to check the box in the setting in the attached example though you can see its grey out making it impossible to check.

Appreciate the help to get this working.

[Tariq Ahmad]

Hi @jarryd_7161, 

Sorry for the delayed response. I hope you already have found an answer to your question.

The reason the option to "Enable PDF thumbnail previews in Windows Explorer" is greyed out could be that the machine is being managed by IT, and they may have customized Acrobat installed and disable the preference for you to make any changes. 

If that is not the case, please ensure your copy of Acrobat is updated. To check for any pending updates, launch Acrobat > Help > Check for Updates. And try again if the issue is still reproducible, let us know the following:

• Is the machine your personal machine?
• Where did you get the Acrobat installer from? 
• Acrobat version installed.
• Operating system name and version. 

~Tariq

[jarryd_7161]

Hi @Tariq Ahmad  

Sorry for the delayed response. I haven't found an answer to my question yet.

I can confirm I own this device, not IT and it's a personal machine.

• Where did you get the Acrobat installer from?  I downloaded this through the Microsoft store (image attached)
• Acrobat version installed. It's saying that it is up to date.
• Operating system name and version. See pc details below:
  Processor Snapdragon(R) X 12-core X1E80100 @ 3.40 GHz 3.42 GHz
  Installed RAM 32.0 GB (31.4 GB usable)
  System type 64-bit operating system, ARM-based processor
  Pen and touch Touch support with 10 touchpoints

See the operating system details below:
Edition Windows 11 Home
Version 24H2
Installed on ‎11/‎05/‎2024
OS build 26100.3775
Serial number [Admin: Removed Piece of information]
Experience Windows Feature Experience Pack 1000.26100.66.0

[Tariq Ahmad]

Thanks for your reply and detailed information, @jarryd_7161. 

That seems to be a strange behavior, considering it is not an IT-managed machine. Let's try the following and let me know how it works. 

1. Uninstall Reader using the Cleaner tool: https://adobe.ly/4jtDdsm;

2. Use this link to download Reader Setup: https://adobe.ly/3Rj35LQ, click on More Download options(check screenshot attached, to locate more download options). 

3. Restart the machine and then try installing Reader. 

4. Check the Help page to enable thumbnail preview: https://adobe.ly/3RhEp6s;

Let us know how it works

~Tariq

[jarryd_7161 · Accepted solution]

Correct answer from another one of your team members is that you are required to have a paid account to enable this feature

[dorellam]

I have a paid account and it still is greyed out so I don't have the option of cehcking the box.

[jarryd_7161]

wow thats interesting. lets hope we get an answer for this soon. seems support for the platform may have their wires crossed

[Tariq Ahmad]

Hi @dorellam and @jarryd_7161, 

Could you confirm that you have tried everything mentioned here? Also, could you share the details of your app and operating system? Are the machines you are using personal or IT-managed?

This is an offline conversation, as assuming machine environment details isn't possible. Please provide more details so I can better assist you. 

If you are available for an MS team meeting, please send a private message with your time zone and available time slot for next week. 

To send a private message, click on the envelope icon in the top right corner.  

~Tariq