Updated Adobe Acrobat Pro 2022.002.2019/64 bit and not working

New Here ,
Sep 03, 2022 Sep 03, 2022

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The program will open but when I go to create a PDF it deletes my excel file worksheets and I get an error message of "An internal error occurred".  I am told this is a bug that needs fixed.  Has it been fixed?

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Adobe Employee ,
Sep 05, 2022 Sep 05, 2022

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Hi @TLPowell 

 

We are sorry to hear that. Please go through the help page https://helpx.adobe.com/acrobat/how-to/create-pdf-files-word-excel-website.html and see if that works.

 

Also, what is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the version 22.2.20191 installed. Go to Help > Check for updates and reboot the computer once.

 

Is this an issue with a particular file or with all the files? Please try with a different file and check.

 

Also try to turn off the procted mode (Win Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protecte d mode at startup' Turn off the Protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer.
Note: Please turn on the security after testing to avoid any security risk. 

 

~Amal

 

 

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New Here ,
Sep 05, 2022 Sep 05, 2022

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Hi Amal,

 

Thank you for responding to my problem.

 

I am using the most current version which is the 22.2.20191 and I checked for updates and there are none.

 

The issue is with the entire program, I believe.  I have uninstalled, reinstalled, checked for updates, rebooted, and still getting the same error message and can’t save anything to PDF. 

 

When I go into tools, all the rectangles underneath the icons how up, but not all the icons are showing up.  I’ll try and attach a screenshot.

 

I can’t go up to the lefthand corner and click on file because when I do all that happens is I get is “An internal error occurred” and the only way to get the error off the screen it to go to task manager and shut the program down.

 

It will not let me do the last thing you suggested I do (Also try to turn off the procted mode (Win Only) Go to Edit > Preferences > Enhanced Security > Uncheck 'Enable protecte d mode at startup' Turn off the Protected mode and uncheck 'Enhanced Security' > Click OK and reboot the computer.), because when I click on Edit, I get the error message again.  I attached a print snip of what my screen looks like when I click on the tools tab.  For some reason it let me print this to a PDF.  Not happening all the time.

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Adobe Employee ,
Sep 06, 2022 Sep 06, 2022

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Hi @TLPowell 

 

We are sorry to hear that. Would you mind collecting Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html, Procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and Adobe Acrobat crash/freeze logs https://helpx.adobe.com/acrobat/kb/collect-logs-crash-freeze.html and share them via document cloud as described here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html for further investigation 

 

~Amal

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