Adobe add in not working in MS word

[Ji31013023s9c1]

Adobe add-in is not working for MS word.

It works fine with outlook and excel.

Both office and adobe is updated to last version.

Tried to re-install both but the issue still happens.

[Anshul_Nautiyal]

Hi @Ji31013023s9c1,

Thank you for reaching out.

Based on your query, the Adobe add-in is not working in Microsoft Word, although it functions correctly in Outlook and Excel. Please confirm if this is the issue you need assistance with.

Here are a few steps you can try to resolve the issue:

1. Check if the add-in is disabled in Word
   Open Microsoft Word.
   Go to File > Options > Add-ins.
   Look for Adobe PDFMaker Office COM Add-in.
   At the bottom of the window, ensure "Manage: COM Add-ins" is selected and click Go.
   In the list:

• If Adobe PDFMaker is unchecked, check it and click OK.

• If it is listed under Inactive or Disabled Add-ins, enable it.

2. Repair Office installation
   Open Control Panel > Programs > Programs and Features.
   Select Microsoft Office and click Change.
   Choose Quick Repair. If the issue persists, try Online Repair (this requires an internet connection).

3. Run Acrobat repair tool
   Open Adobe Acrobat.
   Go to Help > Repair Installation.
   Restart your computer after the repair completes.

4. Re-enable the add-in manually via registry
   Press Windows + R, type regedit, and press Enter.
   Navigate to:
   HKEY_CURRENT_USER\Software\Microsoft\Office\Word\Addins\PDFMaker.OfficeAddin
   Find the LoadBehavior key and ensure it is set to 3. If not, right-click > Modify > enter 3.
   Restart Microsoft Word.

If none of the above solutions resolve the issue:

• Ensure Adobe Acrobat is set as the default PDF handler.

• Try launching Word as Administrator once and check if the add-in loads correctly.

Additionally, if you are using Microsoft 365, please try to enable the add-in by following the steps in this document:
https://adobe.ly/4jsgzRW

As per the account details, you are listed as an admin on the enterprise contract. Could you please confirm how many users are affected by this issue? If multiple users are impacted, we recommend checking the product profile assigned to them. It's possible that PDF services are disabled for that profile. You can refer to the following documentation for guidance:
https://adobe.ly/3Y8AlJo

Let us know if the issue persists after these steps. We're here to help.

Regards,
^AN

[Ji31013023s9c1]

Hello,

Yes, it works fine, in other apps. It's just Word having this issue.

Issue still happens when i open word as admin. I can see the text but no icons.

Unforunately, i already tried all these steps and issue is still happening.

Currently, it is happening to about 30 people but most of them uses PDF daily for work.

[Anshul_Nautiyal]

Hi @Ji31013023s9c1,

Thank you for the update and confirmation.

Since the issue is affecting approximately 30 users and continues to occur in Word despite previous troubleshooting steps such as running the application as administrator, repairing installations, and applying registry modifications, this may indicate a broader compatibility issue or an enterprise-level configuration conflict.

Please review the product profile assigned to the affected users and verify whether any services are disabled for them. You may refer to the documentation shared in the previous message for guidance.

If all relevant services are enabled in the assigned product profile, consider enabling the add-in via the registry for a few users to test if this resolves the issue. Additionally, check if there are any Group Policies or administrative settings that could be disabling add-ins or restricting their functionality in Microsoft Word.

It is also important to confirm the visibility of the add-in in the Word ribbon. At times, ribbon customizations or rendering issues within Office may cause the Adobe Acrobat tab to be hidden even if the add-in is properly loaded.

To verify:

• Open Microsoft Word

• Navigate to File > Options > Customize Ribbon

• Check if the Adobe Acrobat tab is selected under Main Tabs

If the tab is already enabled but still not visible, try creating a new local Windows user profile to determine if the issue is specific to the current Windows profile.

Please let us know the results of these checks so we can further assist.

Regards,
^AN

[Ji31013023s9c1]

I tried  the customize ribbon but it seems it's properly set.

I think the profiles are set properly in admin. Everyone gets same setting and this is only happens to some people. Same for GPO, all the laptops are in same OU, some works and some don't.

When i tested my profile, it looks like on a different laptop the add-in is working but we can't replace laptops for people everytime the add-in stops working. Is there way to fix this issue?

One thing we also found out, when someone gets this issue, the laptop is connected to a docking station with 2 dispalys. However, if we remove one display or remove the laptop from the dock, the function returns.

[Anshul_Nautiyal]

Hi @Ji31013023s9c1,

Thank you for the update and for confirming that all services are enabled in the assigned product profiles, and that Group Policy settings have been configured correctly. As you've observed, this issue only occurs when affected users connect their laptops to a docking station with dual displays. This suggests the problem is likely related to rendering rather than an issue with Microsoft Word or the Adobe add-in itself.

To further isolate and potentially resolve the issue, please try the following steps:

1. Graphics Driver Update
   Ensure that the graphics drivers on the affected laptops are up to date. Outdated drivers can often cause display-related problems, especially when using multiple monitors or docking stations.

2. Display Settings Adjustment
   Navigate to Settings > System > Display and confirm that scaling and layout settings are consistent across all connected displays. Inconsistent scaling settings can sometimes result in rendering issues with application interfaces, including add-ins.

3. Docking Station Firmware Update
   Check if firmware updates are available for the docking station in use. Manufacturers periodically release updates to address performance and compatibility issues with external displays and peripherals.

4. Disable Hardware Graphics Acceleration in Word
   This feature is available in Word 2013, 2016, and 2019. To disable it:

   • Open Microsoft Word

   • Go to File > Options > Advanced

   • Scroll down to the Display section

   • Check the option for "Disable hardware graphics acceleration"

   • Click OK and restart Word

   Please test this on one affected machine while it is docked.

5. Update or Roll Back Display Drivers
   If the issue began occurring recently, consider updating or rolling back the display drivers for both the laptops and docking stations, depending on whether the problem coincides with a recent driver update.

6. Use Compatibility Mode for Word Shortcut
   Test this on one or two affected devices:

   • Right-click on the Word shortcut and select Properties

   • Go to the Compatibility tab

   • Click on "Change high DPI settings"

   • Check the box for "Override high DPI scaling behavior" and select "System" from the dropdown

   • Apply the changes and restart Word

Please implement the steps above and observe whether the issue persists. Let us know the results so we can further assist.

Regards,
^AN

[Ji31013023s9c1]

Hello, the drivers are up to date and the display settings are same as well.

We're using O365 version of Windows so i couldn't see the disable hardware graphics accleration. I think it's handle someone in OS setting no the aplications.

Also, when i try to convert word document to PDF in windows explorer, we can get these messages.

[Anshul_Nautiyal]

Hi @Ji31013023s9c1,

Thank you for trying out the steps outlined earlier.

Based on the screenshot you provided, please ensure that the required fonts (such as Aptos) are installed on the affected machines. Missing fonts can result in the "invalidfont" error during PDF conversion. Additionally, try setting a different default font in Microsoft Word, such as Times New Roman or Arial, and attempt the conversion again.

Please also try disabling Enhanced Protected Mode in Acrobat:

1. Open Acrobat and navigate to Edit > Preferences > Security (Enhanced).

2. Uncheck both "Enable Protected Mode at startup" and "Enable Enhanced Security."

3. Restart Acrobat and test the conversion process.

Regarding the other issue, as you've already reviewed the drivers, product profiles, policies, and firmware of the endpoint devices, I recommend opening a support case through the Adobe Admin Console. Since your organization has an enterprise contract, you can refer to the following documentation to open a support case:

https://adobe.ly/44y5DgH

Let us know if you have further questions.

Regards,
^AN