User getting prompt to install Flash in Acrobat XI

[mauld-louie]

A user is getting a prompt in Adobe Acrobat XI to install Flash Player when she is trying to merge a couple of PDF files. Obviously she can't install Flash since it isn't supported anymore. I don't understand why it is prompting her to install Flash. This doesn't happen on all file merges. Just on a particular file that she is trying to merge. She said it has a digital signature in it. I know you can't alter files with digital signatures but she claims to be successfully merging other files with signatures. My question is what is causing this error. Is it because she has such an old version of Acrobat?

[try67 · Accepted solution]

Because the file is digitally signed Acrobat defaults to merging the files using a Portfolio, which in Acrobat XI was typically done with Flash. I think they'll need to get Acrobat DC to be able to do it now, yes...

[mauld-louie]

Thanks. I passed this info on to the user about the Portfolio and she was able to change the default from Portfolio to files and that fixed the issue for her.

[jane-e]

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@mauld-louie wrote:

This doesn't happen on all file merges. Just on a particular file that she is trying to merge.

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Since she only has a few PDFs that she is trying to merge:

• Try merging half, then the other half. When she gets a fail, merge half of the half. It may be only one PDF.
• Once she finds the offending PDF, have her try dragging pages from one file to another using the Pages panel. It may be only one page.
• Examine that page.

Jane