Unable to open "Document Properties"

[SuzannB13]

We have PDF files that were created on a Windows 10 Pro OS.  We’re unable to open the “document properties” window when viewing any of these PDFs on a Windows 7 or Windows 10 Enterprise OS. All OS’ are running the same version of Adobe Acrobat XI, Version 11.0.23. The PDFs ‘document properties’ window will open on any OS, if the PDF is created on a Win7 OS.  It appears that the PDF ‘document properties’ window will not open if the PDF was created on a Win10 Pro OS. There is a DoD requirement that the PDF ‘document properties’ window is able to be opened for Gov’t use. Please help us diagnose this concern, thank you.

[try67]

Do you mean via the operating system, or inside Acrobat? If the former, it's a Windows issue.

[SuzannB13]

inside Acrobat

The problem as we are experiencing it right now is within Adobe Acrobat XI PDF, initially observed under Windows 7.  We have tried a variety troubleshooting tests here, but the primary issue is specific to creating the PDF under Windows 10 Pro and then viewing it under Windows 7, being unable to open the PDF Document Properties window from a Windows 7 computer and a Windows 10 Enterprise computer.  All other computers are able to open and modify the PDF Document Properties.

[try67]

Very strange... So what exactly happens when you go to File - Properties?

Can you share with us a sample file (via Dropbox, Google Drive, etc.) that demonstrates this issue?

[SuzannB13]

Actually, there is nothing to share/show.  When I click on Files > Properties (Ctrl + D), absolutely nothing happens. No window opens.  The mouse icon does not change.  If I am opening a PDF that I created on my computer (Windows 7) then all works as it should.  We experimented across computers in the office, and the two that are running Windows 7 experienced the same issue.  Those running Windows 10 Pro did not have this issue.

This issue seems to only apply to those PDFs created on a Windows 10 Pro computer and used on a Windows 7 computer (or a Windows Enterprise OS computer - our client who brought it to our attention).

[try67]

Unless it happens with all files then you would need to share a sample file to get any further help with this issue.

[SuzannB13]

It happens with all PDF files created under Windows 10 Pro and used on a Windows 7 computer.  This is part of our business life-cycle, and we generate many of these documents a year.  We have not needed to use the Properties window before for these specific documents within our life-cycle.  It has only come to our attention now because this client brought it to our attention today; they need to use the Properties window as part of their life-cycle, and they are not able to under Windows Enterprise OS.  We tested about a dozen documents this morning under Windows 7, and all of them have the same issue.  The documents we create are proprietary and cannot be distributed outside of our company.

I am about to leave and will not be returning until after the Christmas Holiday.  Wishing you a Happy Holiday.  I will communicate again with you middle of next week.  Thank you for your help.  Best regards.

[jane-e]

Have you tested this with Acrobat DC?

I ask because the end of life for Acrobat XI was October 15, 2017. There are no security updates for XI.

Adobe Acrobat XI and Adobe Reader XI End of Support | Adobe Blog

[SuzannB13]

Thank you, Jane.  While we all use Acrobat XI here at our location, this is a greater concern at our client's location as they need to use Document Properties as part of their business life-cycle.  I am sharing your information with them today.  In the meantime, I have requested to be moved to Windows 10 Pro so that the problem will be resolved on our end.

[jane-e]

Something like this is a little hard to trouble-shoot without being hands-on to find out if it is Windows 10 or Windows 7 or Acrobat or the source document or user error. It sounds like you have done most of this testing.

• Are the files coming from Word — or another software package? What are the steps for making the PDF, including what settings are used? I don't see that clarified, and it may make a difference.

• Also, is Adobe Acrobat XI the Pro version or Standard or the Reader? (Both for you and for the other agency.)

• How are they trying to access Properties? With the File menu, a keyboard shortcut, or by right-clicking?

While Adobe created PDF, they gave it away years ago and it is owned my an ISO. Other vendors can make PDFs, and there are also other viewers. It is possible that Adobe was never involved in creating the PDF, so we need to find that out.

Can you show a screen shot of this part of Properties?

[SuzannB13]

Jane, Thank you for helping us narrow down this issue.  We are working here to do some additional testing this morning, checking Windows versions/updates and Acrobat versions/updates.  I will follow up with you shortly.

[SuzannB13 · Accepted solution]

All, We believe this is an admin-related issue specific to Windows Enterprise at our client location.  We have communicated further with them and they will work on the issue to determine best resolution for them.  We are making system changes here as well.  Thank you for your support and assistance in attempting to resolve this issue.  Best Regards, Suzann

[jane-e]

SuzannB13  wrote

Jane, Thank you for helping us narrow down this issue. 

Hi Suzann,

I am happy to have helped with your troubleshooting and am glad you are on the way to a resolution!

~ Jane