Menu bar disappears approx. 2 seconds after opening a PDF

Report · Dec 21, 2021

Hello,

unfortunately the menu bar always disappears about 2 seconds after opening a PDF. So I can no longer access the options in it or move the window. In addition, it seems as if the window slides up (the bottom edge is visible twice).

A (complete incl. reg entries) reinstallation has unfortunately brought nothing.

Has anyone already had this problem and knows a solution?

Report · Dec 21, 2021

Hi Thomas

Hope you are doing well and sorry for the trouble.

Would you mind sharing the version of the Adobe Acrobat reader DC and the OS you are using? To check the version of the application go to Help > About Acrobat and make sure you have the recent version 21.07.20099 installed.

Also try to reboot the computer once and check.

You may also try to repair the installation from the help menu (Win Only) and see if that works

Please try to create a new test user profile with full admin rights in Windows or enable the root account in MAC and try using the application there and check.

Regards

Amal

Report · Dec 21, 2021

Hello Amal,

thanks for your answer. I just installed the newest version downloaded from the Adobe website. I can not check the version because when I try to go on help the menu bar disappears.

I am using Windows 10 Pro (10.0.19044 Build 19044)

A computer restart has no effect on the problem.

An installation repair unfortunately does not help either.

With a test user with admin rights the described problem also occurs.

Report · Dec 22, 2021

Hi there

We are sorry to hear that, would you mind collecting the Adobe CC logs https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html and procmon logs https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/acromonitor.html and share them with us via document cloud link as decribed here https://helpx.adobe.com/document-cloud/help/sharing-pdfs.html so that we can isolate the issue for the fix.

Regards

Amal

Report · Jan 11, 2022

Hello Amal,

I followed your instructions, but I can't share the files from LogCollector (ZXP file)...even as ZIP it doesn't work. Which file from AcroMon do you need?

Report · Jan 11, 2022

Hi there

The planned update for Adobe Acrobat/Reader DC version 21.11.20039 is now available. Please update the application from the help menu > Check for updates and reboot the computer once.

You may also download the patch manually from the link https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html and see if that works for you.

For more information about the new release please check the help page https://helpx.adobe.com/acrobat/using/whats-new.html

Let us know if you experience any trouble and need more help

Regards

Amal

Report · Jan 11, 2022

Hello Amal,

just updated the Reader but the unfortunately the bug is still present.

Report · Jan 19, 2022

Hi Thomas

As suggested bu the engineering team, please use the registry key shared in the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html to stop Acrobat 32 bit autoupdate to 64 bit.

Regards

Amal

Report · Apr 03, 2022

I have the same problem.
If I run Adobe Acrobat Reader dc and move the cursor over the menu bar then it disappears.
If I use the F9 key the menu bar will come back, but if I move the cursor to the menu bar again it will hide.
Fresh Windows 10 21H2 on a new computer. 
The same problem was on the old computer but I am not transferring any program
file data from the old computer to the new one ...

Report · Apr 04, 2022

Hi there

Hope you are doing well and sorry to hear that.

Would you mind sharing the version of the Acrobat/Reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 22.1.20085 installed. Go to Help > Check for updates and reboot the computer once.

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... and check

Regards

Amal

Report · Apr 04, 2022

Hello,

I have Adobe Acrobat Reader DC ver. 2022.001.20085 x64

Tried to reset adobe preferences. This bug is still there. I installed net framework, java, runtime and nothing. I compared the adobe settings on my computer at work and everything is the same. Fresh system and fresh adobe installation. In the x32 version it doesn't have this problem, just as it will update to x64.

Report · Apr 05, 2022

Hi there

We are sorry to hear that.

As described, the issue is not on 32 bit version and starts once the application updates to 64 bit, please go through the help page https://helpx.adobe.com/acrobat/kb/about-acrobat-reader-dc-migration-to-64-bit.html and see if that works for you.

Regards

Amal

Report · Apr 11, 2022

Hello,

So i decided to install x32 app and add to regedit this key

Create the following key:

Key: bUpdateToSingleApp

Data type: REG_DWORD

Default Value: 0

It's work for now... it do not update to x64 app. Before i installed x32 app and add key to regedit i checked identify what acrobat was installed. The value of key SCAPackageLevel was 1. Maybe some files was downloaded with microsoft acount when i logged.?? This is imposible install clear windows 10 to second machine (changed mb, ssd to m.2, ram ddr3->ddr4, procesor etc.) and x64 app acrobat reader dc crashing like on last one pc. Maybe some virus is on my files?

Report · Apr 12, 2022

Hi there

We are glad to hear that its working fine for you after using the registry key.

Feel free to contact us for any further assistance required in the future.

Regards

Amal

Report · Jun 14, 2022

Hello Amal,

I have completely rebuilt the laptop as discussed with your team (also reinstalled Windows). After about a month again the same problem. Have you been able to find a solution in the meantime?

Report · Jun 14, 2022

Hi there

This issue is already reported to our engineering team and they are working on the fix. Sadly we do nat have any fixed timeline for it.

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

~Amal

Report · Sep 14, 2022

Hello Amal, are there any news to this topic?

Report · Oct 18, 2022

Amal, we are also experiencing this issue, is there any update on Adobe's side? It's not listed in the known issues section and I've checked with the user they are still having the issue.

Report · Oct 19, 2022

I have a solution to this problem. It is caused by the 3dConnexion program for mice and CAD devices. To make it work for me, I did this:

1) I have downloaded the revo uninstaller
2) I uninstalled 3DxWare
3) I have downloaded version 10.7.1 from this website https://3dconnexion.com/en/archived-drivers/?fwp_drivers_product=cadmouse-pro&fwp_drivers_os=windows...

4) I checked adobe and it was still having this problem

5) Then I installed version 10.8.3 from the same page from the driver archive

6) I updated via the program in the about tab to the latest version - x2

7) Works and 3DxWare and Adobe

If you have 3dconnexion products and you turn off 3DxWare, then suddenly adobe works great

Regards

Report · Oct 20, 2022

thank you for sharing your solution. I also tried uninstalling and now Adobe Reader is working properly again. After reinstalling 3DxWare the reader is not working correctly again. Seems both can't be installed at the same time or did you find a solution for this to run both programs?

Report · Oct 20, 2022

I just uninstalled 3DxWare via revouninstaller, reboot, installed 3DxWare in sequence 10.7.1-> 10.7.6-> 10.8.3, then updated from about 10.8.6 tab and then 10.8.10.

Oh, and in adobe reader dc, in the Security (extended) tab, I unchecked the "run in AppContainer" option

and reboot

Report · Oct 20, 2022

LoL, I checked and it is enough to disable the "run in AppContainer" option and it also works without reinstalling 3DxWare.