Acrobat DC crashes when hovering over "Export To" menu for one user

New Here ,
Mar 03, 2021 Mar 03, 2021

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We manage a shared session host for several users. It has Adobe Acrobat DC 20.013.20064 installed and those with Adobe teams licensing log into Acrobat in their own individual user sessions.

 

Recently, a single user has started experiencing an issue. They are usually able to open a PDF, then go to File > Export To... and export the PDF to Word or Excel. As of yesterday, hovering the mouse over the "Export To" menu causes Acrobat to crash. No other users are affected by this issue.

 

We have tried disabling Protected Mode and Enhanced Security as well as renaming the local and roaming AppData folders with no success. We know there are updates to apply, but I doubt this will resolve the issue since other users on the same version are not having this issue.

 

Any advice?

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General troubleshooting

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New Here ,
Mar 03, 2021 Mar 03, 2021

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Sorry, forgot one more troubleshooting step we tried. We entered the Edit PDF mode and had it OCR every page in the PDF. If we've done that first, we can then export the PDF to Word without issue.

 

This is a usable workaround, but it requires the user to scroll through each page of the PDF to have Acrobat OCR it before it works.

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