Blank PDF - 2018.009.2004

[samt59192923]

Hi -

Our finance team started reporting this issue with version 2018.009.20044

User found that the PDF file is blank if opening in Outlook 2016 and if they keep trying to open, there are a few Adobe Reader instances in the Task Manager.

This problem have been seen on 3 different Windows 10 machines.

Re-installation sometimes can help for next time but it will recurs very soon.

p.s. In some cases that uninstallation from Control Panel didn't help and I had to use the Adobe Reader Cleaner to clean up.

Can someone advise what we can do?

Thanks.

[AkanchhaS]

Hi Samt,

Thanks for sharing the detailed information.

Is this happening with few particular files or most of them?

Would it be possible if you send a sample document to us? We would like to test the same at our end to see whether this issue is reproducible or not?

You can share the file with us via email. And you can send it to the email that is shared via private message. (Please do mention your forum thread in the subject

Regards,

Akanchha

[aeg102]

We have the same issue two, on two PCs.   They are running Outlook 2016 (latest version via Office 365) and the above version of Adobe Reader on Windows 7 Pro - one 32 bit and one 64 bit.

The documents preview in Outlook fine, then when opening they open as a blank page, if you click on the page, the content is displayed as normal.   Then when closing Adobe Reader, it leaves two processes running in Task Manager, and it will not open at all again until you end these processes via Task Manager.

It is entirely reproducable with ANY PDF document which works on other machines, AND (as we are doing as a work-around) opens fine in Chrome and Firefox browsers - we have had to set Chrome to the default handler for PDF documents to allow our finance team to continue working..

[AshuMittal]

Hi all,

Sorry for the inconvenience. Acrobat team is aware of this issue introduced in the latest update and working towards a resolution soon.

We have a fix identified and if you would be willing to try out a private build for validation at your end, please write in to [Admin: Personal information removed]

Thanks,

-ashu

[AshuMittal · Accepted solution]

Hi all,

Adobe Acrobat and Reader official update containing the fix for this issue is now available. This update will be automatically pushed to all existing installations of Acrobat and Reader. If you want, you may also manually trigger the update by opening the application and going to Help > Check for Updates.

More information about this release is here: Acrobat Help | Release notes | Acrobat DC and Acrobat Reader DC | Update

Please try it out and let us know your feedback.

Thanks for your patience and support!

-ashu