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

[Gordon23369085x7eb]

Install the 32-bit version and the issue is not there. Personally, I would rather Adobe fix the issue as they can see that there is a working version.

[PCM UK]

Hi there, how did you stop the 3DX drivers running please? We're having the same issue with our Spacemouse!

[Paul Torrey]

To test to see if this works you can hit your windows key and type "Stop 3DxWare" in the search bar.  I confirmed this was the issue by doing this but it was annoying to have to keep doing it.  The more permanent fix is to uninstall the spacemouse (terrible solution) or install the 32-bit version of Acrobat.  This is very annoying that Adobe and 3Dconnexion can't get this sorted out.  I feel it may be more of a spacemouse issue as I have read that it interferes with other apps such as games as well.

[PCM UK]

Installing the 32-bit version of Acrobat seems to have worked for us, thank you for your advice!

[Douglas2544375539n8]

I can confirm also that stopping all 3DX drivers resolves the issue. Thank you so much!!!

[joea45513116]

I can also confirm, stopping 3DX drivers fixed this behavior for me.  Great job doing Adobe's job for them Elias, now lets see if they're competent and motivated enough to actually fix it since dissabling these drivers is not a solution.  

[Anthony27135688t41p]

I've found that installing Adobe Acrobat Pro 32 bit instead of 64 bit resolved the problem.

Both 3dconnection Spacemouse Pro + Adobe Acrobat Pro can co-exist.

Latest updates for both as of 15 Nov.

[erics98725331]

I'm not sure why this issue was marked solved because for those of us that use a 3DConnexion SpaceMouse and also want to use Adobe Acrobat, it isn't.  

I can confirm that the SpaceMouse is definitely the issue.  I just loaded as of this date, the latest 3D connexion driver (10.8.10) and installed the latest version of Adobe Acrobat Pro directly from Creative Cloud.  The result was the erratic dissapearing menu bar as reported.  I did find that if I ran "Stop 3DxWare" from the Start>Programs folder that Acrobat would then run normally, but when I run "Start 3DxWare" the problem returns.  Since this is clearly an issue with the 3Dconnexion software I then went to their forums to search for solutions.  Sure enough, someone had reported the exact same issue with Adobe Acrobat:  https://forum.3dconnexion.com/viewtopic.php?f=25&t=48636&p=109559&hilit=adobe#p109559 

The "solution" seems to be to install the 32-bit version of Adobe Acrobat vs the 64-bit version.  However, since nearly everything is going to 64-bit now, and since creative cloud defaults to a 64-bit installation, I would still consider this to be a temporary solution at best.

To get the 32-bit version, I had to go to: https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

Once I installed this, my SpaceMouse worked just fine with Acrobat.

I'm not sure if this is an Adobe problem or a 3Dconnexion driver problem, but I hope that between the two of them they can somehow fix this issue.

[Gordon23369085x7eb]

So the issue here is that the 64-bit version of the reader has an issue when the 3DConnexion service is running.

Installing the 32-bit version seems to remove the issue. So the answer seems to be in the 32-bit version. So please go and fix the 64-bit version.

[siliw26554312]

The date is 16NOV2022. I just set up a new laptop and I am having the exacte issue. It's weird because my old laptop doesn't have this issue and I use both Adobe Acrobat Pro and 3D mouse on both old and new machine. Maybe one of them is out of date on my old machine so I lucked out on the problem. But, I CANNOT give up using Adobe nor 3D mouse as they are both required for work and cannot be replaced. So, ADOBE, PLEASE FIX THIS. I have a lot of coworkers who's about to get a new computer and facing the exact issue. 

[Matthew27353857osa7]

Same situation. Brand new computer, running Acrobat Pro and CADMouse Wireless. Still having this problem. You'd think a huge company like Adobe would be able to fix this by now. Especially since the problem apparently doesn't occur in the 32 bit version of the software... 

[Paul Torrey]

I have the same issue with Adobe Acrobat & the 3dConnexion software.  Running "Stop 3DxWare" resolved my issue in acrobat.  I would like to be able to run both together, hopefully this gets resolved soon.

[cadbase]

Same problem with me. Having to install the 32-bit version as a workaround.

[James28616847zslm]

Hello everyone. As everyone else, I'm in search of a permanent solution for the exact same issue. However I have found that the problem lies between the menu bar itself and perhaps the spacemouse software... A temp solution I've found is if you hit F9 and hide the menu bar, it stops the window glitch. Downside is if you close Acrobat the settting "Hide menu bar" does not stick - just flips back to defualt of showing it. Then the problem reappears.

Anyhow, give it a try...

Thanks

James - Pot metal repair

[AkanchhaS]

Hi @James28616847zslm 

Thanks for sharing your findings. 

If you continue to experience the same issue, then please help us with the following details-

1- Exact version of Acrobat Reader installed on your machine

2- 

Please collect the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  share them by uploading them to cloud storage (any)

 Procmon Logs: [Windows only]

https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html

Thanks,

Akanchha 

[Future Fossil]

STILL waiting for a fix. For those of us using 3D connexion Space Mouse, it is NOT an OPTION to simply remove drivers for integral parts of our CAD interface devices. I don't know whose responsibility it is to fix the issue, but we can no longer install the 32bit version as of March 2023. So now I am stuck messing around with the dissapearing toolbar problem. This is EXTREMELY frustrating especially when trying to do presentations with clients. Please fix this ASAP

[George.G5 · Accepted solution]

We had the same behaviour with an old Version of Hardcopy (a screenshot program) somehow conflicting with Acrobat.
After we updated Hardcopy the Problem was gone

[siliw26554312]

Hello Fellow CAD users!

BLOT:The date is 05Dec2023. I officially don't have this issue anymore after updating everything to the latest version I can find. 

I updated the driver on my 3DConnexion mouse. The model I have is "CadMouse Pro Wireless". My computer's OS is Windows 10. It is managed by my company so it should be up to date. I now also have a freshly installed 64 bit Acrobat instead of 32 bit (it's not supported anymore).

Below are the software versions I have for your reference:

3DConnexion

Windows

Acrobat

Good luck to you all!

[JWhetstone02 · Accepted solution]

We ran into this issue in our environment with users who started using the CAD Mouse Pro.

3DxWare - latest from website (10.8.17)

Acrobat - 23.006.20380

After a lot of troubleshooting, we found that disabling the Smart Scrolling feature under the advanced settings fixes the issue. Hope this helps

[Paul Torrey]

This worked for me! Thank you for sharing!

[Alex28268326qd7w]

Resolved! thanks a lot, JWhetstone02! 

3DxWare - 10.8.17

Acrobat Pro- 23.006.20380