Solved

Adobe Acrobat Pro 9.x not displaying some PDFs correctly

Posted on 2014-04-01
4
2,235 Views
Last Modified: 2014-04-07
I have a client with two identical machines (one at his office and one at his home), both running Windows 7 Pro fully patched, Office 2013 Pro fully patched and Adobe Acrobat Pro 9x fully patched,  This past weekend he purchased an item online and received the receipt in PDF format from the vendor.  He opened the PDF on his home machine and all of the text was garbled (see incorrect.jpg).  Today, he opened the PDF file on his work machine and it displayed correctly (see correct.jpg).  I compared all settings within Adobe Acrobat on both machines and they are identical.  I also used the basic troubleshooting steps offered by Adobe by going to Edit > Preferences > Page Display and unchecking Use local fonts, but this didn't resolve.

Any ideas?

Edit 04/01/2014 @ 0349am - I compared the installed fonts on both machines and they are identical - 243 fonts, all the exact same names.
incorrect.jpg
correct.jpg
0
Comment
Question by:Yort
[X]
Welcome to Experts Exchange

Add your voice to the tech community where 5M+ people just like you are talking about what matters.

  • Help others & share knowledge
  • Earn cash & points
  • Learn & ask questions
  • 2
4 Comments
 
LVL 24

Expert Comment

by:Eirman
ID: 39969032
Perhaps it has something to do with embedding fonts (which stops substitution) as mentioned here ....
http://helpx.adobe.com/acrobat/kb/missing-or-garbled-text-converting.html

I also came across this ...
"try changing the option on displaying with local fonts (under Display Preferences)"
0
 
LVL 54

Accepted Solution

by:
Joe Winograd, EE MVE 2015&2016 earned 500 total points
ID: 39969954
Hi Yort,
A couple of questions:

(1) Is he viewing the same file on both machines? If it's the same exact file in a shared location (like a server or network drive or flash drive), fine; but if they're different files, such as one on each of the hard drives of both computers, then maybe the files aren't really the same. If there are two versions of the supposedly same file, I suggest doing a bit-for-bit file comparison to be sure they're identical.

(2) I'm not saying this is the permanent solution, but as a troubleshooting step, try opening it in another PDF reader/viewer on his home computer. Here are three excellent (free) ones:

Foxit Reader
http://www.foxitsoftware.com/downloads/

PDF-XChange Editor
http://www.tracker-software.com/product/pdf-xchange-editor

Nitro Reader
http://www.nitroreader.com/

If these other PDF readers/viewers also can't open the file on his home machine, then the problem is likely with the PDF file; but if they can open it, then the problem is likely with the Adobe installation on his home PC. This will be a valuable piece of troubleshooting info. Regards, Joe
0
 
LVL 1

Author Closing Comment

by:Yort
ID: 39984131
The issue turned out to be malware on the system that couldn't open the PDF file.  After executing the steps as listed above and confirming that the same file would open on one workstation but not the other, I decided to scan for malware and sure enough...now the problem is solved.
0
 
LVL 54

Expert Comment

by:Joe Winograd, EE MVE 2015&2016
ID: 39984171
Yort,
Thanks for posting the solution — good to know! Regards, Joe
0

Featured Post

Want Experts Exchange at your fingertips?

With Experts Exchange’s latest app release, you can now experience our most recent features, updates, and the same community interface while on-the-go. Download our latest app release at the Android or Apple stores today!

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Update 21-May-2015: I temporarily removed the source code to make major changes to the program. Regards, Joe In a previous Experts Exchange article, How To Rename-Move a Batch of PDF Files Based on Contents of the Files (http://www.experts-exchan…
Have you ever come up with a need of emailing only few pages of PDF file to one of yourfriend or colleague, instead of whole Adobe file? If yes, then surely you have face problems in doing that! Read this section as I have suggested multiple solutio…
In this video, we show how to perform Bates Numbering/Stamping of PDF documents using Power PDF Advanced, the newest product from the Document Imaging division of Nuance Communications. There are two editions of Power PDF — Standard and Advanced. Th…
In a recent question (https://www.experts-exchange.com/questions/28997919/Pagination-in-Adobe-Acrobat.html) here at Experts Exchange, a member asked how to add page numbers to a PDF file using Adobe Acrobat XI Pro. This short video Micro Tutorial sh…

631 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question