Adobe Reader x64 2025.001.20756 disappearing menu

[Adam25592570eqh5]

Hello,

At my company, we're having trouble signing documents. When you try to sign a document, there's no menu as shown in the screenshot.

The problem doesn't always occur, but our organization has about 8,000 users, and it happens quite often.

The software has very negative reviews, and we (IT) also...

Please help.

[Tariq Ahmad]

Hi @Adam25592570eqh5, 

Thank you for reaching out, and sorry for the troubled experience. 

I have a couple of observations. I see the document in the screenshot is already signed, so you can't sign it further. 

About the blank All Tools, could you help me with the following information:

Please help us collect logs and a few other details:  

To collect the logs:

1. Diagnostic logs: 
   Acrobat diagnostic logs (via Help > Collect Logs).
• If you can't see the option, launch Acrobat > Help > Preferences 
• Mac > Acrobat Preference.
• General > Enable Troubleshooting, Click Ok. 
• Try again.
2. Launch Acrobat, reproduce the issue with your file.
3. Once done, click Stop Monitoring.
4. Copy the Log ID and share it with us.
5. A short video of the issue: Please upload the video to any cloud drive and attach the link here.

Additional details required: 

1. Also, let us know the version of Acrobat you are using: https://adobe.ly/4qpqUBQ

2. Name of the OS and version. 

3. Screenshot of the Activity monitor while Acrobat is running, especially when you see AcroCEF processes, expand if you see multiple instances in the Task Manager

Best regards,

Tariq | Adobe Community Team

[ajm_1179]

I'm sending the collected logs below.
The problem was definitely already visible at the end of August.
I searched the Windows Event Log but didn't find any Reader errors except one.

The problem also occurs with various versions of Addobe Reader, 32b and 64b. We also installed the 32b version from March; it also has problems, but they occur much less frequently.

[Tariq Ahmad]

Hi @ajm_1179 , 

I don't see the diagnostic logs attached here. I can see some useful information attached; however, that is not all.

We need the diagnostic logs:

1. Acrobat diagnostic logs (via Help > Collect Logs).
• If you can't see the option, launch Acrobat > Help > Preferences 
• Mac > Acrobat Preference.
• General > Enable Troubleshooting, Click Ok. 
• Try again.
2. Launch Acrobat, reproduce the issue with your file.
3. Once done, click Stop Monitoring.
4. Copy the Log ID and share it with us.

[ajm_1179]

I don't see these options, are they hidden or do I need to install them something else?

Screenshot menu attached.

[Tariq Ahmad]

Oh, this is strange. 
@ajm_1179 - please use this link to download the Diagnostic log collector tool: https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html# 

To collect the logs:

1. Download and run the Diagnostics Utility from:  https://helpx.adobe.com/acrobat/kb/acrobat-diagnostics.html
2. Click on Start Diagnostics. Ensure advanced logging is checked.
3. Launch Acrobat, reproduce the issue with your file.
4. Once done, click Stop Monitoring.
5. Copy the Log ID and share it with us.
   
   Also, kindly share the Reader version installed on your machine. 

~Tariq

[ajm_1179]

I've collected logs from two workstations:

29b44fce-5330-48c9-a544-1c09f60bb487

and

b8422197-d3a5-455f-bcbe-96a15cd9eca6

record from issue

https://youtu.be/g00ZEMvwfaw

Do you have any suspicions what it could be?

[Tariq Ahmad]

Thanks a lot for the help with the logs and video. @ajm_1179!

I have forwarded the logs and details to the product engineering team.

Best regards,
Tariq | Adobe Community Team

[ajm_1179]

Hi,

does the engineering team have any solutions?

Regards

[Meenakshi Negi]

Hi ajm_1179,

The team is still investigating this behaviour. We will let you know as soon as we receive an update from the team.

We appreciate your patience so far.

Thanks,

Meenakshi