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Blank bar along top of window

New Here ,
Oct 16, 2019

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Following the update to Adobe Acrobat DC (19.021.20047) on our Windows 2012 R2 platform that there is a space along the top of the window  only when maximised (the space disappears when window is restored down).

 

This is causing an issue whereby when a user tries to move the mouse over the Menu bar, or tries to close, minimise, restore down the window, it actually clicks whatever is below the option.  Please see my screenshot attached, although the mouse pointer is not showing, the pointer was hovering above the "View" option as if it was over the View option.  Another example is if I try to click on the X to close the file it actually clicks sign in.  It's like the mouse pointers position isn't true to what it is selecting in Adobe DC.  The issue doesn't exist in any other applications on the server.

 

Many thanks,

 

Mark

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Blank bar along top of window

New Here ,
Oct 16, 2019

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Following the update to Adobe Acrobat DC (19.021.20047) on our Windows 2012 R2 platform that there is a space along the top of the window  only when maximised (the space disappears when window is restored down).

 

This is causing an issue whereby when a user tries to move the mouse over the Menu bar, or tries to close, minimise, restore down the window, it actually clicks whatever is below the option.  Please see my screenshot attached, although the mouse pointer is not showing, the pointer was hovering above the "View" option as if it was over the View option.  Another example is if I try to click on the X to close the file it actually clicks sign in.  It's like the mouse pointers position isn't true to what it is selecting in Adobe DC.  The issue doesn't exist in any other applications on the server.

 

Many thanks,

 

Mark

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Oct 16, 2019 0
Adobe Employee ,
Oct 16, 2019

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Hi Markl,

 

Thanks for sharing the details and sorry for the trouble. This seems to be a strange issue, would you mind removing the installed Adobe Reader application using the Acrobat cleaner tool https://labs.adobe.com/downloads/acrobatcleaner.html

Reboot/log-off if possible, reinstall Adobe Reader https://get.adobe.com/reader/enterprise/ and check.

 

Do you have multiple monitors connected with the machine? 

Have you tired changing the resolution from the Adobe Reader's Preferences Edit>Preferences>Page Display? If not please change he resolution and check.

 

Let us know how it goes and share your observation.

 

Thanks,

Anand Sri.

 

 

 

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Oct 16, 2019 0
New Here ,
Oct 16, 2019

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Thank you for your quick response, Anand.

 

I have tried repairing the installation and that made no difference.

Also, I do have two monitors, but switched to using one monitor and the issue remained.

I tried changing the resolution and it made no difference.

 

I have just realised, and it may be worth mentioning, that this issue is only happening when connecting to the terminal server through the Remote Application connection.  When I connect to the same server through a Remote Desktop connection the window displays fine.

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Oct 16, 2019 0
Adobe Employee ,
Oct 18, 2019

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Hi,

 

Thanks for letting us know about this.

Can you please let us know which Remote Application Client you are using to take the remote access of your Windows 2012 R2 machine?

Also could you please confirm are you facing this issue on multiple machines taking Remote Application access to few other Windows 2012 R2 servers or is it something that is specific to only one particular server machine ?

 

Regards

Ayush Jain

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Oct 18, 2019 0
New Here ,
Oct 18, 2019

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Hi Ayush,

 

We are using the Windows Remote Desktop Connection (MSTSC.exe) to connect to the remote app.  This is happening across at least two different data centers.  Each data center has multiple servers all built the same with the same version of Adobe Reader DC, but is not affecting every server, only specific servers.

 

Best regards,

 

Mark

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Oct 18, 2019 0
Adobe Employee ,
Oct 18, 2019

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Thanks for the Quick Revert Mark.

However, as you said the issue seems to be fixed when you are using Remote Desktop and is observed only when you are using Remote Application so do you mean to say you observe this issue when you use mstsc.exe ?

 

I tried by taking Remote of a Windows 2012 R2 using MSTSC.exe but couldn't repro the issue at my end.

 

Could you please try by changing the Scaling % and Resolution of the Server machine and see if the issue gets fixed.

If not i would like to suggest you to kindly go for a Repair Instllation of your Reader using Help -> Repair Installation and see if that fixes your issue ?

 

Thanks

Ayush Jain

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Oct 18, 2019 0
New Here ,
Oct 21, 2019

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Hi Ayush,

 

It looks like it's fixed now.  I went into Adobe Reader properties, Compatibility tab then Change settings for all users and set the compatibility mode to Windows 7.  Following that change the issue has not re-appeared.

 

Thank you for your help.

 

Mark

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Oct 21, 2019 0