Word and Outlook - Not responding when trying to use save as pdf to print

[DeepG]

Have only one user experiencing this problem in a Remote Desktop Enviroment. so applications are the same version for all users. O365 - latest update. Adobe Acrobat 21.5.20048.436468

Word and Outlook - Not responding when trying to use save as pdf to print any document.

We have rebuild the user's profile and that does not resolve the issue so I suspect the issue may be related something in HKEY_CURRENT_USER registry.

[jane-e]

Hi @DeepG 

Does it work when the user uses Create PDF from the Acrobat tab in the Ribbon (PDFMaker).

~ Jane

[DeepG]

Hi Jane,

Yes, that way it works.

Deep

[jane-e]

Hi

On a computer that is working properly, can you have someone go to File > Properties > Document and tell us how the PDF was made? 

Adobe does not own PDF, as they gave it away to an ISO years ago, so you might be making a Microsoft PDF (that does not involve Adobe) or an Adobe PDF. It will say in Properties if it was made with Microsoft or with the PDFMaker.

Using the Ribbon > Create PDF (after choosing preferences) from the Adobe tab on the Ribbon creates an Adobe PDF, so we know making Adobe PDFs is working.

Here is troubleshooting for an Adobe PDF:

https://helpx.adobe.com/acrobat/kb/troubleshoot-acrobat-pdfmaker-problems-office.html

If you are making Microsoft PDFs and they don't work, then it's a Microsoft issue, as Adobe was not involved.

Here is support for a Microsoft PDF:

https://support.microsoft.com/en-us/office/save-or-convert-to-pdf-or-xps-in-project-desktop-d85416c5...

~ Jane

[DeepG]

Hi Jane,

The issue is the Word and Outlook crash with "Not Responding" when the user tries to convert a word document using the "Save as Adobe PDF" option. Cannot check properties as the PDF file does not exist yet it is still a Word document.

[BlueApache-Syd]

I have a the same issue for a user.  That is when the user selects "Save as Adobe PDF" and Save As/File Explorer Select .pdf

Both instances Word goes into a Not Responding state