Menu bar and window bar disappears on mouse movement.

[Gordon23369085x7eb]

When Adobe reader is open and I move the mouse up to the menu, the menu bar and the Windows bar will disappear. Somestimes re-sizing the window can bring it back, but what is causing this? It happened on an old machine and now on my new machine too. Latest version installed. Graphics driver updated.

Uploaded a small video of the behaviour. Happens with all PDF files. 

Not clicking on the screen, just moving the mouse towards the top of the screen.

There is no better PDF reader, at least I thought so. This is really frustrating.

Suggestions gratefully received.

Thanks

Gordon

[Amal.]

Hi Gordon

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Adobe Acrobat Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 21.11.20039 installed. Go to help > Check for updates and reboot the computer once.

Also try to repair the installation from the help menu and reboot again.

You may also try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-defau...

Also try to create a new test user profile with full admin rights in Windows and try using the application there and check.

Regards

Amal

[Gordon23369085x7eb]

Version 2021.011.20039 64-bit

I have checked for updates.

Repaired the install and no difference.

Renaming/moving the Appdata Roaming had no effect.

I have attached the SysInfo in case that is useful.

I will ask my IT Departmetn about the user profile. 

Thanks

Gordon

[Gordon23369085x7eb]

Due to not being able to resolve this issue, I have installed Foxit. It seems to do what I need. 

A glitchy UI is truly odd. I have numerous applications running on my laptop for work and Adobe Reader is the only one that has this kind of issue.

It is disappointing. Thankfully there is another software company out there with a product that does not glitch.

[Amal.]

Hi Gordon

A new version of Adobe Acrobat/Reader DC is now available ver. 22.1.20085. Please try updating the application from the help menu and reboot the computer once and see if that helps.

Regards

Amal

[Casandra23373569voq8]

Unfortunately, Gordon's UI issues are not isolated to just their install.

After attempting all the above suggestions for solving this - including the latest update posted above and rebooting - the upper bar area containing both the funcitonal drop down menus and the window title bar is still disappearing on my machine as well. It happens regardless of user profile used or administrative privileges assigned.

Additionally, adjusting the scaling mode from within the NVIDIA Control Panel from Display to GPU as suggested in older posts about this same issue has also not fixed the disappearing upper window.

[Gordon23369085x7eb]

As has been said, no improvement with the new update.

I have ran a process monitor file. It is attached, but I have added an additional file extension manually so that I could attach it.  Simply remove the .txt and then you may be able to review what is going in here.

perhaps it may be of use.

[Gordon23369085x7eb]

I could not upload the zip file.  If you can give a reference and email address, I could send the file. It is only 2-3Mb.

[Amal.]

Hi Gordon & Casandra

We are sorry to hear that the issue still persists on the new version.

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and the procmon logs (Win) https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them via document cloud link as explained here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

Regards

Amal

[treyinok]

I do wish adobe would find a solution to this.  I posted about this a couple months ago as well.  I also included a video of the problem.  My problem is happening in Adobe Acrobat Pro!  This is expensive software to be having this type of glitch and not be fixed by now...

[Gordon23369085x7eb]

I finally got around to uploading the Adobe CC logs. However the acromonitor does not recognise that the ProcMon application is installed.  The admobe cloud link instructions were not clear as I do not see the share option as shown on that page.

Thanks

Gordon

[joea45513116]

I have this exact same issue and it has been driving me insane!  It doesn't look like you've found a resolution for this, any updates?

[Amal.]

Hi there

Hope you are doing well and sorry for the trouble. Would you mind sharing the logs requested in my previous reply, so that we can isolate the issue for the fix?

~Amal

[paulj40629707]

Hi

Has there been any update on this as i've had the same issue and follwed the same advice but it still does it.

Regards

Paul

[Gordon23369085x7eb]

I have installed Foxit, and so now use that. I have the links for generating a series of log files, but I do not have the time to go through it. If Foxit reader didn't work, then I would have found the time. I instead found a more reliable product.

[Douglas2544375539n8]

I am having the exact same issue. Are there any solutions for this yet?

[Casandra23373569voq8]

I have not found a remedy yet. Still dealing with this annoying issue 5 months later; no updates released either to fix it.

Hoping someone stumbles across a fix and shares it one day though...

[Amal.]

Hi there

This issue is already reported to our engineering team for the fix and they are working on it.

We will share the update as soon as we get any news from them.

Thanks for your time and patience

Regards

Amal

[mnarlock]

I am having the exact same issue on my laptop. Oddly, it doesn't appear on my workstation.

[GatsbyNZ]

Hi, I have the same problem with my Acrobat Pro, when you hover the cursor over the top menu bar, it disappears, and unless you click Home, it won't come back, have tried all means, and have updated to the latest version, the problem still lingers, begging for a solution. Thanks.

[Douglas2544375539n8]

Adobe, PLEASE fix this!!! I am losing my mind because of this.

[Elias26441834lqhh · Accepted solution]

I'm having the exact same issues on Adobe Acrobat Pro, date is now 2022-10-05. 

Using a newly installed Windows 10 PC

Something i found is this problem only occurs when using my 3dconnection spacemouse Pro, using a normal mouse fixes the issue. Problem is, I can't use a normal mouse for my work, that's why I also need this to be fixed 🙂

Br 
E

[Douglas2544375539n8]

Interesting...I also have a 3dconnection CadMouse Wireless. I just plugged in a Logitech and that did not seem to solve it. I will continue to test a few other mice and will report back with my findings.

[treyinok]

Ah ha.  There's a good clue.  I've posted in this thread as well as created my own post a few months ago.  In my thread, I noted I was using AutoDesk Inventor & AutoCAD as well as adobe software and office suite software.  I'm also using a new space mouse at the office and an old space mouse at my home office.  Both of my computers are having this issue.  I just ran an experiment by stopping the 3dConnexion drivers and the problem went away.  When I restarted the drivers, the problem returned.

Good Find!  Hopefully this will help in getting the problem resolved a little sooner...

Thanks!

[mnarlock · Accepted solution]

I can confirm. Killing those 3dx drivers stopped the issues.

--
Michael J. Narlock