Trouble redacting - grayed out document after choosing "Apply"

[#1]

I'm using Adobe Pro DC Version 2020.009.20067

When attempting to redact, I can mark the text I'd like to remove, but when I click "Apply" my document is grayed out and a blank white box appears in the middle of the document. The only way I can remove that box is to hit esc, which takes me back to just the marked redactions. How do I fix this? Photo example below.

[#2]

I'm using Adobe Pro DC Version 2020.009.20067

When attempting to redact, I can mark the text I'd like to remove, but when I click "Apply" my document is grayed out and a blank white box appears in the middle of the document. The only way I can remove that box is to hit esc, which takes me back to just the marked redactions. How do I fix this? Photo example below.

[#3]

Hi Kristin M

We are sorry for the trouble. As described the document gets greyed out after applying the redaction.

Is this a behavior with a particular PDF file or with all the PDFs? Please try with a different PDF file and check.

Also, we can see you are using the old version of Adobe Acrobat DC version 20.009.20067. A new version 20.009.20074 is now available for Adobe Acrobat/Reader DC. Please try to update the application to the latest version  and see if that works for you. Go to Help > Check for updates.

You may also try to reset the preferences to default as described in the help page https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792... and see if that makes any difference.

If it still doesn't work, please try to create a new test user profile with full admin rights or enable the root accoount in Mac and try using the application there and check.

Keep us posted with the results

Regards

Amal

[#4]

I also have the same problem.  I've been using the redact tool for years but just got a new laptop and transferred my account and now I'm getting the white box, as described by Kristin M.  Hitting the esc button brings me back to the document but doesn't redact.  Using Acrobat Pro DC, version 2020.009.20067.  Looking for a solution.

[#5]

Hi,

Sorry for inconvenience.

Please update application via Help->Check for updates to be on the latest and safest version of Acrobat and restart the machine.

If the issue still persists, we would require the following information to understand the issue better:

• Environment/Platform/System information
• Does other views like Document Cloud, My Computer, Save As Dialog, Send and Track, Send for Signature, etc. are working as expected?
• If observing blank view, go to Task Manager(WIN)/Activity Monitor(MAC)
  • check whether a process named "AcroCEF" is running or not?
  • If running, is it in a hanged state?
  • If hanged
    • WIN: right-click on the process and create the dump file and share with us.
    • MAC: select process-> click setting icon above to expand the drop-down options -> take Sample process and Run Spindump and share both with us
• Check if AcroCEF.exe is crashing [Go to task manager(WIN)/Activity Monitor(MAC) -> observe PID of AcroCEF processes, it changes]
  • WIN :
    • enable the Windows crash reporting WER feature. Steps to enable crash dump creation: Collecting User-Mode Dumps (Windows)
  • MAC:
    • Go to Console -> User Diagnostic Reports
    • Share reports name starting with "AcroCEF" 

You can share logs/dumps/sample files with us via Adobe Send https://documentcloud.adobe.com/link/send/ or any medium you are comfortable with. 

Thanks,

Charu Karwa