Square rotating in blank screen whenever opening a pdf file

[ytc89310497]

After converting a word file to pdf through a online free pdf converter, every time open a pdf file will have a blank screen with square rotating 360 degree which will be stopped after pressing with 'esc' buttton. Could it be a bug in my adobe acrobat reader DC ?

[AnandSri]

Hello Ytc,

We're sorry for the trouble you had, as per the description you converted a document into PDF file using a free online converter and now you are not able to view the PDF file using Adobe Reader, Is that correct?

Make sure that you are opening the PDF file in Adobe Reader.

Navigate to Adobe Reader's Preferences from Edit>Preferences>Page Display>Select 'Show Large images' under Page content section.

Have you tried opening other PDF files or is it specific to one PDF which you converted using a free online converter?

Make sure that you have the latest version of Adobe Reader installed, check for any pending updates from help>check for updates, reboot the machine after updating Adobe Reader.

If you are facing issue with one specific PDF, then it seems that the free online converter is not able to produce the PDF properly.

Is it possible to share the PDF file with us so that we can test it at our end? To share the file, please use Adobe Send feature, upload the file, share the link to files via private message only, How Do I Send Private Message

Is it a Mac or Windows machine and what is the version of OS installed? What is the dot version of Adobe Reader installed? To identify refer to Identify the product and its version for Acrobat and Reader DC

Let us know how it goes and share your findings.

Regards,

Anand Sri.

[ytc89310497]

Hi Anand Sri,

I still can view any pdf file by pressing the 'esc' button to get rid of

the blank screen with square rotating.

All the while I have been opening pdf files with Adobe Reader and the

setting that you mentioned also is there and no change was made.

The issued encountered is not only for that specific converted file but for

other old & new pdf files too.

I updated the Adobe Reader with the latest version but the issue still

exist before I complained about the issue on yesterday.\

Please see the attached print screen image of the blank screen with square

rotating.

Regards,

YT

[AnandSri · Accepted solution]

Hi YT,

We're sorry for the trouble, and thank you for sharing all the additional details. Please try resetting the Adobe Reader's Preferences once and reboot the machine, to reset the Preferences, refer to the steps mentioned in the article How to reset Acrobat Preference settings to default.

Navigate to Edit>Preferences>General>uncheck the following options: 'Show online storage when opening files' and 'Show online storage when saving files'>Click OK and check.

If you still experience any issue, then use Acrobat cleaner tool to remove Adobe Reader Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install the latest version of Adobe Reader from Adobe - Adobe Acrobat Reader DC Distribution

Let us know how it goes.

Thanks,

Anand Sri.

[ytc89310497]

Issue settled by using Acrobat cleaner tool to remove Adobe Reader Download

Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

<https://forums.adobe.com/external-link.jspa?url=https%3A%2F%2Flabs.adobe.com%2Fdownloads%2Facrobatcleaner.html>

Reboot the machine and install the latest version of Adobe Reader from Adobe

- Adobe Acrobat Reader DC Distribution

<https://forums.adobe.com/external-link.jspa?url=https%3A%2F%2Fget.adobe.com%2Freader%2Fenterprise%2F>

[AnandSri]

Hello Ytc,

Glad to hear that the issue got fixed and you are back on track. Feel free to update this discussion for any further assistance.

Thanks,

Anand Sri.