PDFs are displaying incorrectly

[lukáš_2841]

After updating Adobe Reader to version 2025.001.20630 (32-bit), some files began to display incorrectly. For example, instead of scanned documents, there is just a jumble of pixels. The 64-bit version works fine, but it cannot be installed on Windows 10. Although Windows 10 is also 64-bit. When I select the 64-bit version on the Reader download page, the 32-bit version is installed.

[Amal.]

Hi there 

Hope you're doing well and thanks for reaching out. We are sorry for the trouble you are experiencing. 

Is this an issue with a particular PDF file or with all the PDFs, please try with a different PDF file and check. Also share a sample PDF file with us so we can check it at our end. 

Since your Windows 10 system is 64-bit, you should be able to install the 64-bit version of the Acrobat Reader.

Here are a few steps to try:

1. Uninstall the current Reader completely from your system using the Acrobat cleaner tool https://adobe.ly/3Vjfdy8 and reboot the computer once.

2. Go to the official Adobe Reader download page  https://adobe.ly/4fPDwND 

On this page, you can manually select your Windows 10 (64-bit) version and download the correct installer.

After installing the 64-bit version, restart your system and check if the files display properly.

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

~Amal

Meet Acrobat Studio

[lukáš_2841]

Thank you for your reply. However, your advice did not help. I uninstalled Adobe Reader, then used AcroCleaner, downloaded a new 64-bit installation, but when I run it, the 32-bit version is installed...

Unfortunately, I cannot provide the PDF, as it is a contract containing sensitive information. The problem only occurs with some PDFs. They display incorrectly on multiple computers. However, it works fine in the 64-bit version (on Windows 10 and 11).

Attached:
1) This is Windows 10 64-bit
2) The 64-bit installer is downloaded
3) The 32-bit version is installed

[Amal.]

Hi there 

Hope you are doing well and sorry to hear that the issue is still unresolved. 

As the issue is with some PDF files and not all, it seems to be a file-specific issue or an issue with how the files are being created. We would need the affected file to get it investigated thoroughly. Having said that, I understand the sensitivity of the document and respect your decision.

Another thing we can check is that you are unable to install the 64-bit version of the application. Could this be related to the system profile you are using? Please try creating a new test user profile with full admin rights in Windows  https://adobe.ly/45OTMK7 or enabling the root account in macOS https://adobe.ly/4n4vHWZ , then try installing the application there and check.

If the application gets installed in the new user profile, pls try to repair the affected user profile. 

~Amal

[lukáš_2841]

Hello, the problem occurs on multiple computers, not just one. We tried it both under the local admin account and under new domain accounts. The 32-bit version was always installed.

When we encounter an unsupported document, I will upload it here. However, since this problem does not occur in the correct version of Adobe Reader, all you need to do to solve the problem is to obtain the 64-bit version...

[Amal.]

Hi there 

We are sorry to hear that the issue is still unresolved. 

If this is a work machine managed by the IT department at your work, please try to get in touch with the IT admin at your end and ask them to get in touch with us via the Admin portal. 

~Amal

[lukáš_2841]

"Contact your IT department" is the motto of today... We are from the IT department and we don't know what to do about this problem, so I am turning to you for advice. If I understand correctly, the admin portal is part of the Admin Console. And that is intended for managing Adobe product licenses. We don't have the Admin Console, we only use Adobe Reader. We are dealing with Reader not working and updating Reader, not the full Acrobat.

[S. S]

Hi @lukáš_2841,

Sorry for the trouble. 

Instead of downloading the language-specific installer file, have you tried downloading the MUI installer package?

The language can then be set either at the time of installation or changed according to the system language later through the app preferences.

Just give this a try and let us know how it goes.

Regards,
Souvik.

[lukáš_2841]

Thanks for the advice, this is a working installation that solves the problem.

[PravalJain]

Apologies for the inconvience. This issue is fixed in the latest update. Release notes - https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/continuous/dccontinuoussep2025sec.....

Please do a "Help -> Check for updates" to update to the latest version and let us know if you still see issues.