Unable to convert PowerPoint to PDF from file

Report · Nov 22, 2023

When attempting to "Create a PDF from File" in Acrobat Pro using a .pptx file, I get an error message stating that "an unexpected error has occured". I have tried this will multiple PowerPoints of various file sizes, with or without embedded content. I have also uninstalled Acrobat, deleted all data in AppData and LocalAppData associate with it, and reinstalled. After doing this, it successfully converted a PowerPoint once, and went back to immediately throwing the error after that. Does anyone have a fix for this? Is this simply a bug in the current version? (I checked for updates also to ensure I am running the latest version)

Report · Nov 22, 2023

Hi @Christian33791537hvpb

Hope you are doing well and thanks for reaching out.

Would you mind sharing the version of the Acrobat Pro and the OS you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.06.20380 installed. Go to Help > Check for updates and reboot the computer once.

Repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

Let us know how it goes.

~Amal

Report · Nov 22, 2023

Hi Amal, thanks for your prompt response.

I should have clarified, this is an employee having this issue, and they are assigned the Acrobat Pro license.

They are running Windows 10 22H2, and we are on the latest version of Acrobat. I will include a screenshot to show that the version number matches the one that you included. He stated that this is a new issue, and he has been able to convert .pptx files to PDFs in the past. I also tried reparing the installation, and that resulted in this working once, but never again after that.

I am not able to give the user full admin rights to try this, since we are in a secure enterprise environment.

Hope this helps for your troubleshooting, thank you for your help!

-Christian

Report · Nov 23, 2023

Hi there

We are sorry to hear that the issue still persists, Would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html , Procmon logs (Win Only) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via any cloud storage. Just upload the log file to any cloud storage and generate the link and share that link with us for further investigation.

Regards
Amal

Report · Nov 27, 2023

Amal, I have private messaged you the ID of the upload I made using this logging tool linked above. Please keep me updated on this.

Report · Nov 28, 2023

Hi @Christian33791537hvpb

I am unable to find any private message by the name of 'Christian'. If you have uploaded the logs by a different name please share the user profile name for identification.

~Amal

Report · Nov 30, 2023

No, the logs were not uploaded under a different name. Someone has reached out to me via email to get details and send it to the engineers. Thanks.

Report · Dec 05, 2023

Thanks for the update