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

Community Beginner ,
May 12, 2016

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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

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General troubleshooting, Windows

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1 Correct Answer

Adobe Employee , May 20, 2016
Anup_K Adobe Employee , May 20, 2016
Can you let us know if the following workaround helps resolve the issue?1. Go to local appdata folder - C:\Users\<user name>\AppData\Local\Adobe\Acrobat\DC2. Delete the following file in local appdata folder -IconCacheRdr.dat, in case of Reader DCIconCacheAcro.dat, in case of Acrobat DC3. Restart Reader/AcrobatDo you still see the black cursor issue?

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Community Beginner ,
May 12, 2016

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I have the same problem. Just started today following automatic update of Adobe Reader DC.

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Community Beginner ,
May 12, 2016

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Going to try and remove adobe again and registry entries an related content and try a previous version or just the reader and see

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New Here ,
May 13, 2016

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I have the same issue -- seeing in Acrobat Reader DC.  I have removed/reinstalled Reader DC as well as updated video drivers...neither corrected the black box problem.

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New Here ,
May 13, 2016

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Yes, I suddenly have the same problem; the cursor turns into a black box any where in document where there is no text, even on side arrows of comment section. This is just the reader version so redact is not an option/ issue. And yes, there was an automatic update day before yesterday. I have used this version for over a year and this is the first time I've had this issue. Even tried to repair the program with no change. What's going here? 

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New Here ,
May 15, 2016

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I see this in the Bookmarks menu when looking at a PDF version of a filed Turbo Tax tax return. When I move the cursor over an item in this menu, a solid black opaque square about three quarters of an inch high appears. When I move it over text in the document, I see the hand tool, as usual. I don't remember seeing this before today, so it probably appeared in the same automatic update that others are seeing.

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Community Beginner ,
May 15, 2016

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Anybody have any luck resolving the issue?

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Community Beginner ,
May 16, 2016

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A Temporary Solution is reverting back to Acrobat Reader 11.x before DC Reader and seems to be okay

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New Here ,
May 16, 2016

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Adobe technical support would not even look into the issue...not very good support, since it was there auto-update that is apparently defective.

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New Here ,
May 16, 2016

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I auto-updated to Adobe Acrobat Reader DC 15.016.20039 (Office user).  What version is the 11.x you refer to?

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Adobe Employee ,
May 16, 2016

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Hi All,

I am not able to see this behavior on Windows 7 and Windows 10 machine with Acrobat Reader DC v2015.016.20039

Can you please provide a screenshot and OS details and the version of Reader installed.

Does repairing reader fix the issue?

How many users are affected in your org?

Regards,

Rave

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Community Beginner ,
May 16, 2016

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I am running Windows 7, Service Pack 1.

Version of Reader installed is 2015.016.20039.

Repairing Reader DC does not fix the issue.

I also tried uninstalling & reinstalling. That does not fix the issue either.

Screenshot:

DSCF7075.JPG

Notice black square box in lower right corner.

As I move the cursor over areas where text occurs, it changes from the black box to an I-Beam cursor. Moving the cursor back over areas where there is no text or anywhere over the tools menu on the right side causes it to change back to the black box.

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New Here ,
May 16, 2016

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Thanks Robert. I have tried even reinstalling the prior version, but still

get the black box. I am running Office 2016 (not sure what Windows that

is).

From: roberth945754

Sent: Monday, May 16, 2016 4:56 PM

To: James Healey

Subject: Why does the Mouse cursor change into a black

box within Adobe DC?

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

created by roberth945754

<https://forums.adobe.com/people/roberth945754> in *Acrobat

Reader* - View the full discussion

<https://forums.adobe.com/message/8753553#8753553>

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New Here ,
May 16, 2016

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I have not been able to “snip” or screen shot, as when I move the cursor

from Acrobat, the “black box” disappears. I run Office 2016 (not sure

which Windows that is) and black box problem started when Acrobat Reader DC

v2015.016.20039 was auto-upgraded from prior version (last week). I am the

only one who uses Acrobat Reader.

I tried to repair reader, reboot, but black box remains.

From: Rave

Sent: Monday, May 16, 2016 4:29 PM

To: James Healey

Subject: Why does the Mouse cursor change into a black

box within Adobe DC?

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

created by Rave <https://forums.adobe.com/people/Rave> in Acrobat Reader

- View the full discussion

<https://forums.adobe.com/message/8753481#8753481>

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Community Beginner ,
May 16, 2016

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Hi

We have 3 users currently affected with the black box in Adobe DC Reader @Rave

I just downgraded them to the older version of Adobe Reader for the time being (v11.x)

2 Users on Windows 7 SP1

1 on Windows 10

in the run command type winver to see windows version an build number @UnipecJim

Have tested/tried the older version as a temporary fix till Adobe finds a solution @roberth945754

Regards

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New Here ,
May 17, 2016

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I have Windows, Version 6.1,( Build 7601: Service Pack 1). How do I get

v11.x?

From: Appletiser-IT

Sent: Tuesday, May 17, 2016 1:45 AM

To: James Healey

Subject: Why does the Mouse cursor change into a black

box within Adobe DC?

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

created by Appletiser-IT

<https://forums.adobe.com/people/Appletiser-IT> in *Acrobat

Reader* - View the full discussion

<https://forums.adobe.com/message/8754043#8754043>

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Community Beginner ,
May 17, 2016

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You can try one of 2 links  below

Adobe - Adobe Reader : For Windows : Adobe Reader 11.0 - Multilingual (MUI) installer

Download Adobe Reader 11.0.10 - FileHippo.com

Though this would be a temporary fix till they resolve the Adobe DC Reader black box issue

Remove Adobe DC before installing 11

UnipecJim

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Adobe Employee ,
May 18, 2016

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Can you share a sample PDF where you see this problem? It will help us reproduce the problem in house.

Thanks.

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New Here ,
May 18, 2016

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Yes, I will send you one.  However, ALL .pdf documents that I have (received from many sources) now (since I uploaded Acrobat Reader DCv2015.016.20039) have the "black box" cursor.  Not one had the "black box" cursor prior to uploading Acrobat Reader DCv2015.016.20039.  I have resolved by uninstalling Acrobat Reader DCv2015.016.20039, and downgrading to v11.  The "black box" cursor is now gone.  Ergo, Acrobat Reader DCv2015.016.20039 is the problem, as several other Forum members have also noted.

What email address do I use?  I tried to send to Anup_K <forums_noreply@adobe.com>, and got by a postmaster reply that message was not deliverable.

"The e-mail address you entered couldn't be found. Please check the recipient's e-mail address and try to resend the message. If the problem continues, please contact your help desk.  The following organization rejected your message: inner-relay-4.eur.adobe.com."

.

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Adobe Employee ,
May 19, 2016

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Hi James, please send the file to [Moderator: Personal information removed. || Use private messaging: How Do I Send Private Message ]

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New Here ,
May 19, 2016

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Seems to be fixed in Acrobat Reader DCv2015.016.20041

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Community Beginner ,
May 19, 2016

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Upgrade to Acrobat Reader DCv2015.016.20041 has corrected the black box cursor problem for me.

Thanks.

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New Here ,
May 20, 2016

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I just updated to the Adobe Acrobat Reader DC v2015.016.20041 and still have the black box issue. It doesn't show up on a screenshot though.

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Adobe Employee ,
May 20, 2016

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Can you let us know if the following workaround helps resolve the issue?

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

Do you still see the black cursor issue?

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New Here ,
May 20, 2016

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I deleted IconCacheRdr.dat, in case of Reader, as suggested. But…I no

longer have Acrobat DC (and don’t know how to get it back). I now have v11

of Reader, and it does not have (nor never did have) the black box issue.

I tried to re-download Adobe Acrobat DC, but message was “contact Customer

Service” which is a “do loop” with no resolution.

Since my subscription is good through renewal date November 2016, any

guidance as to how to get back Acrobat DC, and see if it works without

black box?

From: Anup_K

Sent: Friday, May 20, 2016 10:27 AM

To: James Healey

Subject: Why does the Mouse cursor change into a black

box within Adobe DC?

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

created by Anup_K <https://forums.adobe.com/people/Anup_K> in *Acrobat

Reader* - View the full discussion

<https://forums.adobe.com/message/8762509#8762509>

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