Why does the Mouse cursor change into a black box within Adobe DC?

[Guest]

We have a user, who when opening any pdf document, her cursor changes into a black box

When you go into the preference settings it shows normal, when back into the home screen black box cursor returns

Removed Adobe DC, Reinstalled again Via Web Installer

Updated Java in-case it maybe linked

Restored the OS to a previous working state and the it still does the same

Is there some setting that could be causing this? Macro or ActiveX?

Black Box only shows in Adobe

[AbhigyanModi]

James - deleting the cache files should not effect the products installed on your machine.

From where are you trying to download your Acrobat subscription installer?    

[Urban Spirit]

I'm having the same issue with black box just popping up. I'm using Acrobat DC pro and not just the reader. I have a creative cloud subscription and can't seem to go back to to an earlier version as a work around. Have you solved this problem. It's difficult to take a screen shot of the problem because when you  move the cursor away from the task bar it disappears.

[willtons75325329]

That worked thanks

[Guest]

Black Cursor Problem RESOLVED using your May 20 instructions to delete > IconCacheRdr.dat,

I'm a Windows 10 user running Acrobat Reader DC/

[1611kjb]

An important addendum to the "Correct Answer" posted in green above: First, close Acrobat first. If it is open when you delete the file, it will come back when you close and reopen Acrobat. Second do NOT try renaming the file (e.g. IconCacheAcro.dat -> IconCacheAcro.old) or it will return again. The fix only works if you close Acrobat, delete the appropriate file and then restart Acrobat and your cursor will return to normal operations.

[M_Nascoop]

I had to delete one called IconCacheRdr65536.dat

I did the suggested fix, removing IconCacheRdr.dat but it didn't work (Yes, Adobe Reader DC was closed at the time).  I also noticed that the file wasn't recreated when starting Adobe Reader DC again.  I also noticed that this 65536 file was in there the whole time too so I closed Reader DC, renamed that file with a ".OLD" and restarted Reader and this fixed the problem.  Also, I noticed that the IconCacheRdr65536.dat file was recreated.

The black box is gone, the black arrow has returned and I still don't have a the original IconCacheRdr.dat file.  I did delete the ".OLD" file after everything was working again.

I'm running Win7 Pro.

[manokelly]

This worked for me too!  Thanks.

I'm running Win7 Pro 64bit SP1 and DC 2019.021.20061.

[howardc92178242]

Thanks for that useful addendum!

[xopeth]

"An important addendum to the "Correct Answer" posted in green above: First, close Acrobat first. If it is open when you delete the file, it will come back when you close and reopen Acrobat. Second do NOT try renaming the file (e.g. IconCacheAcro.dat -> IconCacheAcro.old) or it will return again. The fix only works if you close Acrobat, delete the appropriate file and then restart Acrobat and your cursor will return to normal operations."

This really should be added to the "correct answer" as it has solved the issue, at least for me.

[sussexfarmer]

A long time ago (?3 years) Adobe said they were trying to fix it ...

I followed anup.k's helpful route posted in 2016:

1. Go to local appdata folder -

C:\Users\<user name>\AppData\Local\Adobe\Acrobat\DC

2. Delete the following file in local appdata folder -

IconCacheRdr.dat, in case of Reader DC

IconCacheAcro.dat, in case of Acrobat DC

3. Restart Reader/Acrobat

However, for me, the second file was called iconCacheRdr65536.dat (I use W10 and my Acrobat is Reader DC version 2019.010.20099). I needed to delete both files for the fix to work.

[chrisl32841977]

Thank you, I worked for me too - deleting both files

[matthewb589609]

I deleted literally every Adobe folder in: App data, program files, program files x86, username\appdate\local & locallow & roaming.  Literally everywhere that I can think of that adobe creates when it is installed was deleted, and reinstalling still shows up with a black box for the curser.  Pretty ridiculous, going to revert back to an older version.  How was this posted so long ago and there has been no resolution?  Where you at Adobe?

[jit_sanju]

Thanks

[adrianm55948640]

This worked today for me on 2017.012.20098

[Urban Spirit]

I'm having the same issue with black box just popping up. I'm using Acrobat DC pro and not just the reader. I have a creative cloud subscription and can't seem to go back to to an earlier version as a work around. Have you solved this problem. It's difficult to take a screen shot of the problem because when you  move the cursor away from the task bar it disappears.

[Urban Spirit]

Here is a link to a video of the problem with the black box appearing on Acrobat DC Pro

https://youtu.be/nM8fmwsJOzc

[apangasa]

Hi,

Are you seeing this issue on your local machine or are you accessing the machine remotely?

Thanks,

Ankit

[willtons75325329]

Hello Ankit, I did what someone suggested about the DC file, and the black box went away.

Thanks,

Will

[apangasa]

And, please share the operating system details with us?

To get the OS details:

1) Press windows key + R

2) Type "winver" in the run dialog.

You will see a new dialog showing the OS details.

Thanks,

Ankit

[JainAjay]

Hey there, we have built an enhanced logging for debugging the root cause and need a reproducible case to debug more. Anyone still facing the black box cursor issue? Please let me know.

regards

Aj

[Zam-2016]

Hello JainAjay,

we still have the problem with the black cursor / cross-hair and slower performance. I tested already the workaround mentioned before.

Details:
Adobe Version: 2015.017.20050
OS: Windows Server 2008 R2 / Citrix Xen Desktop 7.8

[JainAjay]

Thanks Franz for reporting this. We have a private build that I will share with you (through email) for enhanced debugging.

regards

Aj

[92142carlosddell92142]

Hi I have tried the cache deletion and I still have a black box.

[JainAjay]

Hi Melvin,

Did you tried using the workaround suggested by Anup? We have a few instances where the workaround worked fine...Please try and let us know

regards

Aj

[Urban Spirit]

Yeah! That worked. Thank you...that was a very annoying thing.