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Export Tool not displaying - Adobe Reader DC

New Here ,
Feb 22, 2017

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Good Morning,

We are having an issue with a user not being able to export a pdf to Excel. The tool itself has just disappeared (from both the side pane and the tools menu).

This has only happened to one user, everyone else has the Export tool there. We don't have group policy or regulation for Adobe Reader DC, since there are only a couple of people who need the export feature (which we have already paid for).

Please can anyone assist with this?

Many thanks.

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Export Tool not displaying - Adobe Reader DC

New Here ,
Feb 22, 2017

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Good Morning,

We are having an issue with a user not being able to export a pdf to Excel. The tool itself has just disappeared (from both the side pane and the tools menu).

This has only happened to one user, everyone else has the Export tool there. We don't have group policy or regulation for Adobe Reader DC, since there are only a couple of people who need the export feature (which we have already paid for).

Please can anyone assist with this?

Many thanks.

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Engaged ,
Feb 22, 2017

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Hi,

We are sorry for the inconvenience caused to you.

Can you please check if you are able to use export pdf from https://cloud.acrobat.com/exportpdf ?

Also, please share a snapshot of the tools pane and RHP pane?

Regards,

Poorvi

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New Here ,
Feb 22, 2017

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Hi Poorvi,

Yes the user is able export from the cloud page. I will obtain screenshots when I am back in the business tomorrow.

Regards,

Mark

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New Here ,
Feb 22, 2017

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I am experiencing this exact same issue.  The tool for Export to Word is not showing up in the right hand tool pane as before.  I was able to successfully export the document using the cloud based upload, but would like to know why it is not longer appearing on the desktop version.

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Engaged ,
Feb 22, 2017

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We are very sorry for the inconvenience, please try the following step:

- Update Reader to the latest version by selecting Help > Check for Updates

- Make sure you are signed in with the same id as cloud.

Please share with us the following details to help us debug the issue:

- Reader version you are using from Help > About Acrobat Reader DC

- HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\<version eg, DC>\

- Full screenshot of Right Hand pane and tools pane

Regards,

Poorvi

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New Here ,
Feb 23, 2017

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Hi Poorvi,

Here is what is currently displaying on the user's tools pane and page:

tools.png

reader dc 1.png

They were previously running version: 2015.023.20053.

I updated them to version: 2015.023.20056.

Other users (including myself) are running 20056 version with all tools options available.

Regards,

Mark.

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Engaged ,
Feb 23, 2017

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Thanks a lot for the sharing the information.

It appears that the apps have tuned out or the signed in user is not entitled to the apps.

Please open regedit (from Run command) and share the registry structure at

HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Adobe\Acrobat Reader\DC\

Also, can you check if you are signed in with the correct user and you are using the same ID for cloud as well?

Regards,

Poorvi

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New Here ,
Feb 23, 2017

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Hi Poorvi,

That is part of the problem, there is no sign in option available on the application (see the previous screenshots). I am aware it should appear in the top right of the window, but on the user's machine, it doesn't.

I will send you a screenshot of the regedit screen soon.

Thanks,

Mark.

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Engaged ,
Feb 23, 2017

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Thanks for sharing the information. In that case, please try reinstalling Reader on your device.

Let us know how it goes.

Regards,

Poorvi

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New Here ,
Mar 29, 2017

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I have the exact same problem. I did reinstall the reader but still no sign in option.

Can you advise further?

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Engaged ,
Mar 29, 2017

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Hi,

Did you sign in Reader anytime before or also have Acrobat installed on your machine?

Please share with us your user id which was used to sign in or which has the subscription for Export PDF.

Regards,

Poorvi

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New Here ,
Mar 29, 2017

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I have signed into it previously And no i don't have acrobat.

Id is [Private email address removed. -Mod.]

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New Here ,
May 10, 2018

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I too have a user with this same problem.  There is no sign in, no export, and under help there is no "check for updates."

Running the latest version on Win 10.  I have uninstalled and reinstalled, they are using the latest version 2018.011.20035 which is the same as the version on my PC which works fine.

I would like this user to have the same export to excel subscription as I do but it seems impossible.

Does Adobe have any paid support option?  Under "contact us" I see only self help options and FAQs, no "contact a human" option.  I would be willing to pay for support if someone can fix this.

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New Here ,
Jun 13, 2018

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Similar problem as others have expressed.  When I opened a pdf today and went to "export" it to a word file, the "export" icon is not among the choices as it has been for the past three years.  This is something I pay for to have and I renewed in February for the year so that is not the issue. 

This is being run on a macbook air with high sierra 10.13.4.

I am logged into my account.  I have the most recent Adobe update.

I hope there is a solution to this, as my business uses this service several times every day.

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New Here ,
Jun 14, 2018

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I am experiencing the same thing and I use this feature several times per day as well.  I have tried to contact support but they will not deal with this issue over the phone, only refer me to their forum......let me know if you get it to work! Thanks.

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New Here ,
Nov 01, 2018

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Any updates on how to fix this? its super annoying to go to the cloud page everytime.

thanks,

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New Here ,
Dec 10, 2019

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I think this is the issue.  Upsell is disabled.

 

Configure the following registry value:

Registry Hive: HKEY_LOCAL_MACHINE
Registry Path: \Software\Policies\Adobe\Acrobat Reader\2015\FeatureLockDown

Value Name: bAcroSuppressUpsell
Type: REG_DWORD
Value: 1

 

https://www.stigviewer.com/stig/adobe_acrobat_reader_dc_classic_track/2016-03-08/finding/V-65815

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