Screen turns to black and white dots using Adobe Acrobat Reader DC 19.21.20049

[Hiro-Toki]

Please help me about the screen noise like mosaic problem as bellow.

This is the screen when I just opened the file.

When I click on the screen, noise appears.

If I change the zooming, it will disappear.

But if I click on the screen again, noise will be shown again.

My PC condition

Windows 10 Home 64bit

Acrobat Reader DC 19.021.20049.27333

I already installed latest patch (19.021.20049 Optional update), but it didn't work.

[Title Edited by Moderator ]

[Serene_nature15C3]

Hi there,

We are sorry for the trouble. Would you mind sharing more information about the issue you are facing:

• Is this a behavior with a particular file or with any PDF?
• Make sure you have the latest version 19.21.20056 . Go to Help > Check for Updates. For more information please use the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)
• Would you mind sharing the exact workflow or steps you are doing?

We are here for help, just need more information.

Regards

Amal

[Hiro-Toki]

Hi Amal. Thank you for your reply.

This behavior occours for every PDF.

And I updated latest version now, but sitll happened.

> Would you mind sharing the exact workflow or steps you are doing?

I just installed Adobe Reader DC.

But I think I had been using with no problem before.

It happened suddenly.
I'm not sure the cause is from Windows update or DC update.
FYI, my OS is Japanese version.

Version 1903
OS Build 18362.476

[Serene_nature15C3]

Hi there,

Thanks for sharing the details. Would you mind sharing the procmon logs and a sample file with us for further  investigation?

Download the process monitor tool here (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) run the process monitor tool and then open the PDF file to reproduce the issue and collect the log files and share them through private message. 

Click on the message icon on the top right corner of the screen to start the private message with us.

Regards

Amal

[Serene_nature15C3]

Hi there,

Thanks for sharing the log files. Could you please share  a sample file as well to reproduce the issue at our end. 

Also please try the following preference settings and see if that works

• Go to Edit > Preferences > General > Select, Touch Mode to Auto Detect and Scale for screen resolution to No Scaling. 

Let us know how it goes

Regards

Amal

[Serene_nature15C3]

Hi there

Thanks for sharing the sample file with us. Below is the screenshot of the preference settings please try and let us know your observation. 

Regards

Amal

[Hiro-Toki]

Thank you for the instruction.

I changed the setting, but the issue still happens.

[Serene_nature15C3 · Accepted solution]

Hi there, 

Thanks for sharing the observation. Mkae sure all the video drivers and the firmware are up to date. 

Also, please try to turn off the protected view for testing purpose. Go to Edit  > Preferences > Enhanced Security > Turn Off the protected view and uncheck the Enhanced Security > click OK and reboot the computer and check.

Let us know if that makes any difference

Regards

Amal

[Hiro-Toki]

Hi. Finally fixed the problem by updating video driver.

I'm sorry for this fundamental cause.

Thank you so much for your kind help.

[Serene_nature15C3]

Hi there

We are glad to hear that the issue got fixed.

Feel free to contact us for any further assistance required in the future.

Regards

Amal

[Juliekc]

Hi There!

I am having the same issues.  When I open a document it looks fine, if I click into it, it turns "mosaic", unreadable and un-editable. 

I have tried all the suggestions above, and still having issues.  When I uninstall and open document using Edge, it opens fine.  

Thanks,

Julie 

[Serene_nature15C3]

Hi Juliekc

We are sorry for the trouble. please do check for any missing updates for the video drivers and firmware and try updating them. You may also try to remove the video drivers and firmware and reinstalling them.

Let us know how it goes

Regards

Amal

[Vuiu]

Hi Amal,

Same issue like Hiro-Toki.

I reinstalled the video drivers and frimware, and still having issues.

My Pc:

AMD Radeon Vega 8 graphics card

Update: 20.1.3

Adobe:

Version 20.006.20034

Regards Tobias

[Serene_nature15C3]

Hi Tobias,

We are sorry to hear that the issue still persists. Is this a behavior with a particular PDF file or with all the PDFs that you open with Adobe Acrobat Reader DC. Could you please share the sample file with us for further testing? 

Please upload the file to the document cloud  (https://documentcloud.adobe.com/link/home/) generate the link and share the link with us.

Regards 

Amal

[radimzlaty]

I have tried all the suggestions above, and still having issues. Don´t work any. Version 1801120055 works perfektly and mosaic is gone.

[Serene_nature15C3]

Hi Radimzlaty

We are sorry for the trouble. Would you mind sharing more information about the issue you are facing:

• Is this a behavior with a particular file or with any PDF?
• Make sure you have the latest version 20.006.20034 . Go to Help > Check for Updates. For more information please use the link (https://www.adobe.com/devnet-docs/acrobatetk/tools/ReleaseNotesDC/index.html)

Also, please try to update the video drivers and firmware and check for any recommended and necessary updates for the computer system. If it still doesn't work please uninstall the video drivers and firmware and reinstall and check.

Let us know how it goes.

Regards

Amal

[jasong82787937]

Still having issues for me to!  the only common thread her is amd vega graphics cards in laptops.. updated video drivers and all drivers and still happening.

[kfogeltanz]

I am getting nowhere either....and I also have a vega graphics card.  Impossible to get anything done when the active window goes black like this!

[Serene_nature15C3]

Hi there, 

We are sorry to hear that the issue still persists. Please try to create a new test user profile with full admin rights or enable the root account in mac (https://support.apple.com/en-us/HT204012) and try to use the application and check.

Let us know how it goes.

Regards

Amal

[elegant_portfolio5E1E]

We have seen the same problem on Lenovo Thinkpads T495 with AMD Radeon Vega 8 integrated graphics and updating to the latest graphics driver 20.3.1 didn't help.

Regards,

Reinhard

[radimzlaty]

acroreadDC1801120055 works fine.

[Serene_nature15C3]

Hi there

Please share the sample files and the log files with us for testing.

For windows please use the process monitor tool to collect the logs (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) run the tool and generate the issue and collect the logs to share.

Regards

Amal

[Serene_nature15C3]

Hi there

Please share the sample files and the log files with us for testing.

For windows please use the process monitor tool to collect the logs (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) run the tool and generate the issue and collect the logs to share.

Regards

Amal

[Serene_nature15C3]

Hi there

Please share the sample files and the log files with us for testing.

For windows please use the process monitor tool to collect the logs (https://docs.microsoft.com/en-us/sysinternals/downloads/procmon) run the tool and generate the issue and collect the logs to share.

Regards

Amal

[Thor-UK]

Hi Vuiu,

I have just seen a post from MarkInFL with a solution that worked for me.

This is from his post:

"Here is the fix:
Right-click on your Acrobat Reader DC icon on the desktop or navigate to the AcroRd32.exe file in this folder
C:\Program Files (x86)\Adobe\Acrobat Reader DC\Reader

Choose "Troubleshoot Compatibility." Tell the troubleshooter to run this program in Windows 7 compatability mode.

It now works perfectly. NOTE: AcroRd32.exe is a 32bit program -- that's why it's in the (x86) folder. For some reason, Win10 won't run it properly."

Please see the full post and give him a like if it helps, you can find it here: https://community.adobe.com/t5/acrobat-reader/screen-turns-to-black-and-white-dots-using-adobe-acrob...

Take it easy ;0)