Intermittent problem combining Word documents into one PDF

[garthm51375141]

Have a person who's having a problem combining multiple word documents into a PDF.  She is selecting multiple docs, right-clicking and choosing "Combine files in Acrobat."  When starting the conversion, it freezes up.  Logging off/on temporarily allows her to combine files again.

• complete uninstall/reinstall of Acrobat and restart
• tried different files both on network and local hard drive
• files are not large < 10 K sometimes
• Add-in inside of Word seems to work fine and Acrobat itself seems to work fine except for this issue.

She is using Adobe Acrobat XI Standard.  Windows version is 7 64-bit Enterprise SP1.  She does not have admin rights to her machine under her normal user id.d. 

Suggestions appreciated.

[YatharthS]

Hi garthm51375141,

Please check whether is there any update available for the software after going through 'Help > Check For Updates' .If the software is up to date please try these steps :-

** Restore Preferences :-

1.Choose Start, type reg edit in the Start Search,and then press Enter.

2. In the left pane of the Registry Editor, navigate to the following key: HKEY_CURRENT_USER/Software/Adobe

3. Remove the Acrobat preferences registry entries.

If it still freezes,open acrobat pro navigate to Help menu & repair the installation.After trying these steps check whether any issue persist.

Also would like to know that program freezes only with this document or with other files .

Regards,

Yatharth

[garthm51375141]

>> Please check whether is there any update available for the software after going through 'Help > Check For Updates'
Check for updates is not there.  This could be being blocked by admin policy in our secure environment.  Version installed is 11.0.10 (which is one notch behind as of 2/16). Since it worked fine until recently, I am having some difficulties understanding how a version issue could be the problem.

>> 3. Remove the Acrobat preferences registry entries.

There is nothing called "Acrobat preferences" at that location in the registry.

>> If it still freezes,open acrobat pro navigate to Help menu & repair the installation.After trying these steps check whether any issue persist.

I am trying this now and will report back, however I did state that I have already done a complete uninstall/reinstall of the application, so I'm not optimistic that this is going to meet with better results. I also stated that she is using Acrobat Standard and not Pro.

>> Also would like to know that program freezes only with this document or with other files .
I'm afraid I addressed this in my initial post: "tried different files both on network and local hard drive"

[YatharthS]

Hi,

If the software is not updated,such issues may persist that's requested you to check for the updates.Remove the preferences using this thread https://forums.adobe.com/thread/1595848

After that if issue persist would request you to please check with the different user account, refer to this link https://helpx.adobe.com/x-productkb/global/create-local-administrator-account-windows.html

Let me know if any issue persist.

Regards,

Yatharth