Acrobat "save as" & "overwrite" changes the file name to random characters

[IMStarboardNGB]

For some reason a save error has recently appeared in the last few days, both for our users who are using Adobe Acrobat Reader 2020 MUI (ver 20.005.30574) and also Adobe Acrobat (64-bit) 24.001.20615...

When they open a PDF and try to "save as", then overwrite the file, they are etting an error. When they click OK, the filename on the tab changes to a random series of characters.  If they instead give it a new name, it works, but then they have to save, delete the old file, then rename the newly saved file each time.

Is this a new known issue, or is anyone else experiencing this?

[Meenakshi Negi]

Hi IMStarboardNGB,

Thank you for reaching out.

As mentioned, they receive an error when trying to "save as" a PDF. Please share the screenshot of the error message.

Share the screen recording of the workflow and what happens. Check if the issue occurs with some PDFs or PDFs from particular sources. 

Share some sample PDFs on which the issue is reproducible. We will try to replicate the behavior on our end.

Thanks,

Meenakshi

[IMStarboardNGB]

It now appears that the issue comes from the creation of the PDF files.  When I (on pro) generate a pdf, regardless of what method (save as pdf, microsoft print to pdf, adobe print to pdf), this issue doesn't occur for any of the users, however when a user on reader version 2020.005.30574 generates a PDF, it does. 

There are 2 issues actually: 1) can't save as and overwrite the file, because they get an error and it changes the filename and title that appears in the tab, and 2) when they generate a pdf using microsoft print to pdf driver, they can't highlight in the resulting document.

I have attached an example of the error message, and in the screenshot you can also see how the filename in the tab has been changed to a random string of characters.

[IMStarboardNGB]

MeenakshiNegi, did this additional information help?

[IMStarboardNGB]

Here is an example of a simple document that does this - it is created by reader, and this one only has that issue when trying to "save as" when usung reader, it works when using Pro.  It is apparently inconsistent as to when this occurs.

I would be eager to do a working screensharing testing session if you are willing in order to show you first hand what is happening.

[IMStarboardNGB]

Hi MeenakshiNegi, what should my expectations be here?  Is this where I should be looking to track this as an issue towards resolution, or is there a more formal way I should be notigying Adobe, tracking this issue and potentially engaging with your tech team directly to provide examples and demonstrate the issue?

[Jim36776867ug4s]

We also have this problem in our environment but I have not been able to actually pin it down when it happens. Our users state that it seems random but it does only seem to happen for us when a pdf is stored on the fileserver and then saved.

[MPaxton]

One of our users is experiencing this exact same problem using Adobe Acrobat Pro - Continuous Release - Version 2024.001.20643 - 64-bit.  Any assistance would be appreciated greatly.

[Serkan_Canturk]

yep, here the same

[Timothy28775726ww4t]

We have "resolved" this... 

The issue occurs when the DRIVER that originally creates the PDF is "old", as is when someone is using the Acrobat Reader 2020 MUI, or when we scan-to-email on oour old Konica, etc.

We upgraded everyone to Acrobat 2024 DC or Pro and now all PDFs that are generated on those systems do not have this problem, regardless of what reader version is trying to save.

Hope this helps!

[ml_9750]

This happens to multiple people on our team. We are all on the latest version of Adobe Acrobat Pro. The documents on which it occurs are ones we have exported from Adobe InDesign (latest version). It occurs with our newly created documents, our older documents, documents created by others.

[AnandSri]

Hello @ml_9750!

I hope you are doing well, and we apologize for the delayed response and the trouble.

If possible, please install the latest build of Acrobat across the machine for all users: 25.001.20521. Planned update, Jun 02, 2025. Check for any pending updates from the Menu > help > check for updates, install the updates, restart the app, and the machine, and try again.

If the issue persists, please share sample PDFs and screen recordings to help us replicate it. Also, please provide the following information: the current version of the operating system on your device, and the logs from the affected machine. To collect the logs, download and run the Log Collector tool. Make sure to select all log options and attempt to reproduce the issue. After that, close the Log Collector tool; it will generate the logs along with a log ID. Please share this log ID with us for further investigation.

Thanks,

Anand Sri.