Skip to main content
paulr49088804
paulr49088804
New Participant
May 7, 2019
Question

PDF files disappearing after closing

  • May 7, 2019
  • 14 replies
  • 38030 views

Hi,

We've had some users experiencing issues in the last few weeks with some (not all) PDF files disappearing when they have been opened and closed in Adobe Acrobat Reader.

The files are actually being deleted but to a user they just disappear from the view of the directory.

This is happening on Windows7 and Windows10 clients and has been tried with multiple versions of Adobe Reader.

It doesn't happen to all PDF files but will happen with the same ones consistently.

Deleting the copy of the PDF file from the Users Appdata\Local\Temp directory will temporarily fix the issue for that file but not remove the problem completely.

Any suggestions or anyone else experiencing this issue?

[Moved from Acrobat General Troubleshooting to Acrobat Reader by moderator.]

    This topic has been closed for replies.

    14 replies

    R
    reggie15A7
    New Participant
    September 11, 2020

    Hi there. I have the same problem. I filled-out a template in pdf format and saved in a different file name. When I retrieved the file, the information I typed in were not there anymore! Please help. Thanks!

    W
    waltnich1
    New Participant
    February 18, 2020

    Tell the Moderator that this had to me and I never opened Adobe Reader. This is a real issue, not for a support community but for the engineers responsible. I personally lost a lot of time getting to my finished document.

     

    A
    Anonymous
    December 31, 2019

    I am having trouble copying files from a USB stick onto my Mac harddrive. When I access the files to view, they simply disappear but by ejecting the USB correctly, and then re-inserting it, the files are still there. I have read some of the comments below but frankly, the steps to remedy this are way above my skill set. I have just upgraded my Adobe Reader to the latest version and the problem persists. My Mac uses Yosemite 10.10.5, and the files on the USB stick were created in 2014. I am a writer and not an IT expert, so please explain in simple terms if you can. Many thanks for your help.

    PH Chua
    PH Chua
    New Participant
    September 16, 2019

     

     

    R
    redc67626712
    New Participant
    July 2, 2019

    Hi Everyone,

    Has anyone found a solution to this post?  I am having the same issue.  In Outlook, open email, open attached PDF, do a "save as" to desktop or documents (it doesn't matter) it saves, then disappears. 

    Outlook version Version 1901 build 11231.20130

    W10

    Adobe version 2019.010.20064

    Forcepoint Endpoint version - 8.5.3834 - not using proxy, automatically detect settings is selected.

    Any ideas?  It would save a lot of time just to save to desktop with original name.  If I rename it - it will save.   Plus it is nice to go back to the original file and name for reference etc.

    Thank you!

    Lisa

    Darkira
    Darkira
    Participating Frequently
    July 2, 2019

    Hello Lisa.

    In my company we were on a 8.x.x.x version before and we didn't have this issue but we had so many others issues (like proxy prompt on Skype etc...) so we updated forcepoint on a 19.03 version and then all our issues disappeared but this one (pdf) appeared.

    Maybe Adobe will release a new version to solve this but honestly I think that the work is needed from forcepoint side.

    We tried the 19.05 and 19.06 version in my company and the pdf issue is gone now.

    It should be the case for everyone and I don't know if you have this possibility in your company to update forcepoint on all the PCs but it would be the best.

    Also even if I have the possibility to right click on forcepoint and click on disable : the issue is still there (19.03 v of course) so apparently it's really the presence of those dll files which is triggering the issue.

    Except since 19.05 because those dll files are still there but the issue is solved.

    Tell me if I'm clear.

    Thank you

    R
    redc67626712
    New Participant
    July 2, 2019

    Hi Darkira,

    We are on Forcepoint Endpoint version 8.5.3834 and you tried 19.05 and 19.06 – that seems like a big jump in versions but I will ask my team.

    Thank you for the reply and advice!

    -Lisa

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    June 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.

    Regards,

    Anand Sri.

    T
    TFerratt
    New Participant
    June 26, 2019

    We are already running this build. Our current endpoint version is 19.06.910.

    Tom Ferratt | IT Operations Manager

    [Personal info removed by Moderator]

    Darkira
    Darkira
    Participating Frequently
    June 27, 2019

    and you still have the issue with this build ?

    because in my case, if i stay on 03 version, i will have the issue.. if i upgrade on 06 version, issue disappeared.

    thank you.

    AnandSri
    Community Manager
    AnandSriCommunity Manager
    Community Manager
    June 17, 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,

      Darkira
      Darkira
      Participating Frequently
      June 17, 2019

      In my case it solved everything ! Forcepoint Endpoint (Our Proxy in my company) was the reason of all of this...

      i removed totally Forcepoint (and the DLLs remaining) and now PDF files are not disappearing anymore.

      thank you Anand Sri !!!!!!

      Darkira
      Darkira
      Participating Frequently
      June 17, 2019

      here is the name of the DLLs that were remaining on the system : QIPCAP.dll 

      Ayush__Jain
      Adobe Employee
      Ayush__Jain
      Adobe Employee
      June 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

      V
      Adobe Employee
      Vishal@PDF
      Adobe Employee
      June 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

      AnandSri
      Community Manager
      AnandSriCommunity Manager
      Community Manager
      June 10, 2019

      Hi all,

      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

      Thanks all for your time and patience thus far.

      Regards,

      Anand Sri.

      Darkira
      Darkira
      Participating Frequently
      May 31, 2019

      I tried yesterday to open a file from a local account and not from my "domain user account".

      The file doesn't disappear.

      Today I will try with another domain user account (still the same PC)

      Darkira
      Darkira
      Participating Frequently
      June 1, 2019

      the file is disappearing only from my profile... so this is something which is present only on my profile...

      i was thinking about the windows updates at the beggining but if it was the case... it should be all profiles ...

      something that came on my user profile after a moment (because i had users impacted in my company before me, it came for me way after)

      A
      Anonymous
      June 5, 2019

      We can no longer replicate the problem since 4th June. There doesn't seem to have been any patches from Windows/Adobe, so just as it occurred without explanation, it now seems to have been resolved without explanation. If anyone did fully understand the cause (not the work around) I would love to know in order to add it to our knowledge base.

      Show more replies
      Terms & ConditionsAccessibility statement
      Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices