Menu bar and window bar disappears on mouse movement.

Community Beginner ,
Feb 28, 2022 Feb 28, 2022

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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

 

TOPICS
Crash or freeze , General troubleshooting , View PDF , Windows

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Adobe Employee ,
Mar 02, 2022 Mar 02, 2022

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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

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Community Beginner ,
Mar 02, 2022 Mar 02, 2022

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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

 

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Community Beginner ,
Mar 08, 2022 Mar 08, 2022

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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.

 

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Adobe Employee ,
Mar 09, 2022 Mar 09, 2022

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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

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New Here ,
Mar 09, 2022 Mar 09, 2022

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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.

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Community Beginner ,
Mar 09, 2022 Mar 09, 2022

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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.

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Community Beginner ,
Mar 09, 2022 Mar 09, 2022

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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.

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Adobe Employee ,
Mar 10, 2022 Mar 10, 2022

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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

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New Here ,
Jul 15, 2022 Jul 15, 2022

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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...

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New Here ,
May 03, 2022 May 03, 2022

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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?

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Adobe Employee ,
May 03, 2022 May 03, 2022

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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

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New Here ,
Jun 30, 2022 Jun 30, 2022

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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

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Community Beginner ,
Jun 30, 2022 Jun 30, 2022

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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.

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New Here ,
Jul 29, 2022 Jul 29, 2022

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

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New Here ,
Jul 29, 2022 Jul 29, 2022

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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...

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Adobe Employee ,
Aug 01, 2022 Aug 01, 2022

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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

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