PDF Attachments Disappearing when Emails are Closed

Report · May 27, 2019

Hello

We're having an issue with email attachments that are saved or copied from emails disappearing once the email window is closed. This exclusively occus with PDF attachments, and repairing Office and Adobe Reader and emptying the Outlook attachment temp folder has done nothing.

Is there any precedent for this kind of error in the past? We're having to tell users to save the PDF attachments with a different name as the only fix we have right now.

Thank You

Report · Jun 10, 2019

Hi Kellyk,

We're sorry for the trouble, this has been reported to the Engineering team and for investigation would it be possible to collect the Process Monitor logs for the affected machine and share it with me in private message only. To send a private message, please take help from the article How Do I Send Private Message | Adobe Community

Steps to collect the Process Monitor Logs:

Download Acrobat and Reader Process Monitor Tool - Adobe Labs

Download the utility from the above link & Double click AcroMon.exe.
Check Advanced Logging. The default setting just collects minidumps.
Choose the target application (Acrobat or Reader).
Choose Start. The application is launched automatically.
If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
Perform the workflow where you are seeing the problem (the crash or freeze).
Choose Stop Monitor.
If a User Account Control prompt appears, choose Yes to give the Process Monitor permission to run.
Choose Exit.
Wait for AcroMonitor icon to disappear from the taskbar (if it does not close, choose Exit).
Go to %temp%/AcroMon/ to view the logs (C:\Users\<user>\AppData\Local\Temp\AcroMon)
Upload it to Adobe Document Cloud Storage Adobe Document Cloud
Generate the share link, and share the link in Private message only How Do I Send Private Message | Adobe Community

What is the verison of Adobe Reader DC installed? To identify, take help from Identify the product and its version for Acrobat and Reader DC

What is the verison of the operating system installed?

What is the verison of Office Suite and Outlook installed?

Thanks all for your time and patience thus far.

Regards,

Anand Sri.

Report · Jun 11, 2019

Hi All,

Could you Please check if the file actually gets Deleted from the location or gets hidden at that location.

Can you please check after doing a Refresh (Right click -> "Refresh" (F5) ) and see if the file is visible again after this ?

Also we would need ProcMon Logs to triage this further.

1) Download ProcMon application : from https://docs.microsoft.com/en-us/sysinternals/downloads/procmon ,

2) Launch procmon.exe.

3) Do the Steps/Workflow that you are facing issue with, in Reader DC.

4) Save the logs captured in ProcMon at the end and share that log file with us

You can send those logs to me privately then.

Thanks

Ayush Jain

Report · Jun 13, 2019

Hi all,

Acrobat engineering is investigating this issue on priority and already working with some of you to narrow down the problem which is happening in some specific environments only. Do continue sending us the Process Monitor logs for investigation which are really helpful. It would be great if some of you can also do remote session with us for investigations. Please reach out to me or AnandSri by sending Private message.

Thanks,

Vishal

Report · Jun 16, 2019

Hi All,

After investigation, it seems that the Forcepoint Endpoint seems to be the problem and causing this issue, would it be possible to check by disabling the Forecpoint Endpoint.

You may also find the copy of the files in %tmp% folder.

Please let us know how it goes and share your observation.

Thanks,

Anand Sri,

Report · Jun 26, 2019

Hi All,

Greetings!

Thanks for your patience and for your cooperation.

After analyzing the logs shared by few users, we found that the primary cause of the file disappearing issue is due to the Forcepoint Endpoint.

Forcepoint has recommended to the users who reported this to their support team to upgrade the application to the latest version 19.06 and it seems that it solves the issue for them.

If you are not using Forcepoint and experiencing the file disappearing issue, then please share the following details so that we can assist you in a better way and get this resolved.

The version of Adobe Reader installed? To identify, please take help from Identify the product and its version for Acrobat and Reader DC
The version of the operating system installed?
The version of the security software installed?
The complete workflow through which you can reproduce, the issue with basic file open/close workflow or some other workflow such as edit & save.

Download the Microsoft process monitor tool to collect the logs of the affected machine, download and install it from Process Monitor - Windows Sysinternals | Microsoft Docs
Run the process monitor tool, perform the steps to reproduce the issue.
Save the log file from the process monitor tool and share the logs with us in private message only How Do I Send Private Message | Adobe Community
Please share a callback number, the best time for callback and time zone so that we can schedule a remote session to analyze and for debugging.
Share the callback details in private message only How Do I Send Private Message | Adobe Community

Regards,

Anand Sri.

Report · Feb 01, 2024

I use outlook for my emails and my employee signed me up for a gmail for some reason (said I needed it for some reason. I'm having problems with disappearing attachments and I have no idea why but running a business it's embarrassing. As soon as I close it the attachment is gone this is when I use my new hp laptop. I'm upset about paying an it person who "had no idea". That cost

me $100. Why is it so complicated. I'm allowed to work from home when I want to but this makes it impossible. I have to go into the office or risk bothering others to send pdf files again! And again! Can you send directions in English for those that know how to use a computer and little else? I don't even understand the verbiage used let alone what they are. Or how to figure it out. I don't have time to research and dissect the response to figure this out!