Black Screen while saving document in Adobe Acrobat Reader DC (32bit)

[amera73929462]

We recently upgraded adobe Acrobat Reader DC version from v21.011.20039 to v2022.001.20085. Users start experiecing issue when saving the PDF. The document opens fine but when user click on the save shortcut it open a black window (see attached image). There was no issue when there was v21.011.20039 installed. I also tried the following methods but no success.

1. Upgraded to latest version v2022.001.20117

2. Repair the the installation

3. Uninstall and re-install v2022.001.20085 and v2022.001.20117 one by one.

4. Tried x64bit versions

5. Unticke the box under General tab "Show online storage while saving files"

None of the option worked for me. I am using the application on Server 2019 x64 bit.

The only way to resolve the issue was to remove the new versions and install the last worked version v21.011.20039. This worked straight away.

So there is somthing has changed in later versions of Adobe Acrobat Reader DC that cause the Black screen while saving the document. 

Please can some one advise what else can be done to resolve this issue? Thanks. 

[Amal.]

Hi there

Hope you are doing well and sorry to hear that and to keep you waiting.

As you have tried most of the troubleshooting steps with no luck, please go to Edit (Win), Adobe Acrobat (Mac) > Preferences > Signatures > Creation and appearance > More > Uncheck 'Use modern user interface' > Click OK and reboot the computer once.

Hope it will help

Regards

Amal

[amera73929462]

Hi Amal,

Thanks for the reply. I tried your suggestion but no success. same back screen after clicking the "Save" icon. I also checked in working environment and the option you suggest is ticket and we have no issue with it. please advise what next? Thanks.

[Amal.]

Hi there

Is this an issue with a particular PDF file or with all the PDFs? Please try with a different PDF file and check. If the file is stored on a shared network/drive, please download it to your computer locally and then try again and check.

Regards

Amal

[amera73929462]

Hi Amal, it is with all pdf files. we are using a 3rd party business app which call the adobe reader to open pdf files during business use. Opening/saving pdf files using standalone Adobe app is working fine. Users are experiencing issues when they using the business app. The same app works absolutley fine with Adobe Acrobat Reader DC v21.011.20039 or lower. any version above this version does not work. There is no change in business app. please advise.Thanks.

[amera73929462]

Still experiecing the same issue. Awaiting update from Adobe Support response.

[Amal.]

Hi Amera

Hope you are doing well and sorry to keep you waiting.

As the Acrobat application is working fine when used standalone and the issue occurs with the 3rd party application, it seems to be some issue with the 3rd party application, there isn't much that we can do. Please try to get in touch with the IT support team at your end and see if that works.

~Amal