Crashes when setting password on encryption

[dannyk61852489]

Hi All,

When I try to set a password encryption for a document I generate the following error and then Acrobat DC crashes.

Can anyone resolve?

Thanks

Danny

[Adorobat]

Hi Danny,

As per the issue description mentioned above, you are facing issue when trying to encrypt a pdf in Acrobat, is that correct?

Could you let us know dot version of Acrobat and the operating system installed on the machine? You may refer to the steps given in this link on how to check the version: Identify the product and its version for Acrobat and Reader DC

Are you applying document open password or permissions password on the pdf?

Try encrypting another pdf file and check if this behavior continues.

Thanks,

Shivam

[dannyk61852489]

Hi Shivam,

Yes that's correct. This happens on any PDF document that I open up and try to add encryption to.

I am applying document open passwords on the document.

My version is Acrobat DC, 18.011.20040

My operating system is: Windows 10 Pro 64 bit

Thanks

Danny

[Adorobat]

Hi Danny,

Please try following troubleshooting steps:

1- Reboot the machine if you haven't already and try again.

2- If that doesn't work, repair Acrobat using "Repair installation" option under Help menu, reboot the machine after repair and check.

Thanks,

Shivam

[dannyk61852489]

Hi Shivam,

I have already done this and tried the repair previously.

The issue still remains very strange.

Thanks

Danny

[Adorobat]

Hi Danny,

Could you try launching Acrobat as an administrator using the steps given in the following help document and try again:

Run an Adobe program as administrator | Windows 7, Vista

Also, let us know if you have a team license or an individual subscription for Acrobat?

Thanks,

Shivam

[dannyk61852489 · Accepted solution]

Hi Shivam,

I have now solved the error. The error only occurs when I access the protect button via the tools menu. If I use it via the options on the right hand side it no longer crashes.

Thanks for your help anyway.

Danny