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Adobe Reader 19.012.20036 renders PDFs unusable (cannot extract XYZ embedded font)

New Here ,
Aug 15, 2019

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With the update to 19.012.20036 on Monday, I suddenly had engineers calling us to report that none of their software manual PDFs are displaying correctly. Text is missing, and the following error is displayed:

Cannot extract the embedded font 'PIVCSH+AvenirNext LT Pro Regular-Identity-H'. Some characters may not display or print correctly.

We have used the same fonts for years without a single issue. Now, every document that we have created and saved over the years has been rendered unusable by this update. Yet, Adobe says they will not offer any support because Adobe Reader is a free application, and the issue cannot be recreated in Adobe Acrobat Pro. This is a major production-halting issue, and I hope Adobe will cooperate with us to resolve it soon.

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Adobe Reader 19.012.20036 renders PDFs unusable (cannot extract XYZ embedded font)

New Here ,
Aug 15, 2019

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With the update to 19.012.20036 on Monday, I suddenly had engineers calling us to report that none of their software manual PDFs are displaying correctly. Text is missing, and the following error is displayed:

Cannot extract the embedded font 'PIVCSH+AvenirNext LT Pro Regular-Identity-H'. Some characters may not display or print correctly.

We have used the same fonts for years without a single issue. Now, every document that we have created and saved over the years has been rendered unusable by this update. Yet, Adobe says they will not offer any support because Adobe Reader is a free application, and the issue cannot be recreated in Adobe Acrobat Pro. This is a major production-halting issue, and I hope Adobe will cooperate with us to resolve it soon.

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Adobe Employee ,
Aug 15, 2019

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Hello Jeremyg,

We're sorry for the trouble you had, we've reported this to the Engineering team for further investigation of the root cause and for a fix. Will update you as soon.

Regards,

Anand Sri.

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New Here ,
Aug 15, 2019

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This appears to be the same problem that was reported several years ago here: Cannot extract the embedded font MPDFAA++DejaVuSansCondensed...

There was a corresponding bug fix for that release, which is necessary ASAP because all our PDFs are broken for no reason.

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Adobe Employee ,
Aug 16, 2019

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