The action pane keeps loading when sending file as attachment

[Startkabels]

We are seeing an issue with the action pane that keeps loading forever in Adobe Reader DC version 2019.008.20081 and 2019.008.20074.

The problem is reproducable by the steps underneath, but does not occur every time.

Click on the enveloppe icon (share by mail)

In the action pane, under Send as attachment (translated from Dutch), click on Proceed (Default e-mail application (Microsoft Outlook))

Close the Outlook e-mail window that appears

Close the action pane

Click on the enveloppe icon again

Sometimes the action pane will display a loading icon that keeps spinning forever.

One of our users who used the send by mail feature in Adobe Reader in Citrx oftern, experiences this frequently and has reported this to our servicedesk.

We are able to reproduce this in our Citrix environment that is running 2019.008.20074.

Also I have installed Adobe Reader 2019.008.20081 on my fat client and am still seeing this behavior.

I have tried to isolate this issue but am not able to pinpoint the cause of this.

[Adorobat]

Hi Startkabels,

As per the issue description mentioned above, you are facing issue when sending pdf file as attachment in reader, is that correct?

Could you confirm if you are referring to action pane as seen in the screenshot below? If yes, refer to the steps given in the following help document for the same: Attach to email option is not working | Acrobat DC, Acrobat Reader DC

You may also refer to the following forum threads discussing the issue similar to yours:

Unable to send as attachment to default mail program after 2019 update

can no longer Send File

When sending a file as an attachment from Adobe Reader to Outlook 2016 the email disappears when sen...

Let us know if you need any help.

Shivam

[ambitious_doer0101]

I also seem to be having the same issue.

I pull up a PDF, select the "Share files" option, and when the action screen appears it is at a constant "Loading' option.

So, just a constant load with no end on it.

thoughts?

[Adorobat]

Hi jacobw,

Could you let us know the application you are using to send the pdf - Adobe Reader or Adobe Acrobat?

What is the dot version of Acrobat installed on the machine:  Identify the product and its version for Acrobat and Reader DC

Operating system installed on the machine- mac or windows?

-Shivam

[ambitious_doer0101]

Adobe Reader DC V2019.010.20064

Windows 10 Pro

[Adorobat]

Thanks for the info. Could you try rebooting the machine once if you haven't already and try again? Does that help?

If that doesn't work, try repairing Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and chec.

-Shivam

[ambitious_doer0101]

I have already rebooted, repaired, and re-installed, the issue still persisted.

[ambitious_doer0101]

Any update on this?

[Adorobat]

Hi jacobw,

Could you confirm if you have tried the steps given in the forum threads mentioned above?

If yes, try following troubleshooting steps:

1- Download and run cleaner tool on the machine to uninstall reader: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Reboot the machine

3- Download and install reader from here: Adobe Acrobat Reader DC Install for all versions  

4- Reboot the machine again and check.

Thanks,

Shivam

[ambitious_doer0101]

Followed all 4 steps and the issue persisted.

[Adorobat]

Hi jacobw,

Try replicating the issue in a new user account by right- clicking the Start  button, then select Settings  > Accounts  > Other people > Add someone else to this PC. Login into that account, launch reader from there and check.

-shivam

[Startkabels]

Update from poster:

I've ran the cleanup tool and reinstalled Adobe on my computer.

First thing I noticed:

Previous version on my fat client: 2019.008.20081

Previous version in our Citrix environment: 2019.008.20074

Current version on my fat client after reinstalling: 2019.008.20071

Current version on our Citrix environment: 2019.008.20081 (probably manually or automatically updated, not sure at this point)

I do not understand how the version on my computer seemed to go backwards after reinstalling by running the cleanup tool and reinstalling from the Adobe site?

I've not been able to replicate this issue so far, neither on my flat client or in Citrix. This does not mean that I am sure that it is solved since the bug only occurs sometimes.

If it turns out to be solved in our Citrix environment, it should not be a version bug since the version in Citrix is now the same as previously installed on my fat client. It would be likely indeed something corrupted that can be fixed with the cleanup tool or reinstalling/updating.

I will update this post when I will close the problem has not been seen anymore and im closing the ticket in our system or when the issue occurs again.