On a problem computer, make a new, test, local, Windows User Account. Log into the new Account and see if Adobe opens the file locally.

Acrobat XI is too old for Windows 10 and that may be another reason.

open or insert a JPG into a document?

Adobe is a PDF .....

Seriously- you are explaining to me what Adobe is?!? As i explained - you can open all kinds of file types and convert them to pdf - and combine multiple files - all of the sudden 3 users can no longer do this with jpg files in Adobe Acrobat Pro XI - I have the same program as do many others in our environment- we do not have this issue. I am trying to ask if anyone is aware of this issue and knows a resolution .

No have not seen, how does the issue happen, does the user get errors? perform a repair of the application install on one and see if the issue is corrected.

did the systems experiencing issues updated to the newer windows 10 version? 1803 while the others have not??

Hi Rob,
I don't know at whom your last comment was directed, but in any case, I would recommend not getting snarky with folks (unpaid volunteers at that) who are trying to help you. I realize you're frustrated by having a problem with only a few users and not others, but I recommend not taking out that frustration on the folks here who are trying to help pro bono.

To answer your last question, I have never seen this issue and don't know of a resolution. The question that I asked you in my previous post is to determine where the inability to Open or Combine the JPGs lies. For example, are you doing the Open or Combine via the File Explorer context menu? Or via File>Open and Tools>Pages>Combine inside Acrobat? Regards, Joe

ok- normally when I post questions here- it seems that most people assume that if you have an account here and are posting questions that you probably have basic IT knowledge - so explaining to an IT guy that Adobe is a pdf seems  ludicrous - I have been on here for better part of 10 years so unpaid volunteers or not- acting like you are explaining to a 5 year old seems stupid and a waste of time.

My question I posed was to see if anyone else had seen this behavior before and if so was there a solution. one that doesn't include replacing the product. yes the easy solution would be to buy a whole new version which would be a great deal of cost to the company.

I am an IT guy- I have done the obvious -I explained- have uninstalled and reinstalled-done the repairs. I have tried different versions other than buying a brand new copy since we have licensed copies of XI which we have been using without fail-.

So it sounds like none of you are familiar or know the issue- upgrading to the latest version and dropping a bunch of money I can figure out myself. I was concerned that the age of the product could be an issue but its only 3 out of 80 having a problem- they are all on 1709 I am on 1803 with no issue  so its not a Windows 10 version issue. I understand we may be on last legs with XI and if I can put off upgrading until next year when I can put it in the budget I would rather do so- finding a fix would be better for now

Adobe 2017 Pro opens a JPG or a PNG file JUST fine. No issues.

Did you try a new Windows Profile as I asked you?

have uninstalled and reinstalled-done the repairs. I have tried different versions

Does this include the current version?

I politely tried to help you and you seem to think dumping on us will get someone better to help you.

you could try using a windows debugger to start the app to see when it fails and potentially disover what the  cause

As you must be familiar when somethings do not work.
check whether adobe works for you on the systems where they do not work for the logged in user.
Try resetting the user's profile experiencing the issue.  deals with profile/adobe application setting corruption.

unfortunately, when one battles an elusive solution to an intermittent problem, going back to basic at times a simple .....

checking whether only the individual users or any use on the system has this issue.

its only 3 out of 80 having a problem

How about upgrading just those three to Acrobat Pro DC? Won't be a big financial hit: $14.99x3x12=$539.64. So a little over 500 bucks buys you a year, doing what you are looking for, i.e., "if I can put off upgrading until next year when I can put it in the budget I would rather do so". Btw, you never answered my question of where the inability to Open or Combine the JPGs occurs. Regards, Joe

Agree, but I would try a new Windows Profile first. 3 users out of 80 can easily damage Windows User Profiles (although not deliberately).

John- I created new profiles for all 3 users as well as logging in with the administrator account which doesn't have a roaming profile- no luck- most of the obvious things like this I had tried prior to asking- I thought perhaps we might have an Adobe expert like we do when I have VMware or Microsoft questions


Joe- once I start down the road of upgrading folks to a new version its like wildfire- everyone else wants and then starts complaining etc- it sounds easy in theory but its like managing 5 years old's sometimes - but if its truly that it shouldn't be working with the Windows/Adobe version mix then its just a matter of time that the rest start failing- and that's really what I am trying to ascertain- I could wipe and do a clean install of the machine with a fresh profile for each of the 3 users and probably fix it but again if its the inevitable .. just trying to get a confirmation. I cant remember the last time I have seen software stop working for age or version incompatibility  been a while.

I am not clear. What I asked was to create a new LOCAL profile and try that. I did understand the other server profiles did not work.

However, the machines in question appear to have a operating system issue.

Try the following on one problem machine. Run a Windows 10 Repair Install and Keep Everything.

https://www.microsoft.com/en-us/software-download/windows10

Windows 10 is running, so click on the Download button (not Upgrade Button, select Open (Run) but NOT Save. Allow the program to run. Allow drivers to update. Then select Keep Everything.

If the Repair will not run as per above (V1803 causes a Language error) then, create a USB Windows Installation key and then run Setup on the USB Key.  That will start the Repair.

If Repair does not work, then clean install and new user profiles is the only fix remaining.

what do you mean you created? usually, i rename the user's profile while they are not logged in.
Does each user's experience with adobe follows them to other computers?

Does the user get any error when trying to open an image file, is it  specific file that another user has no issues with/?

As an IT, presumably you not merely relying on the user's descriptions, but actually looked at the system and their interaction as they were making their attempt?

Do you have a spare system with the software in place to switch out a user's system?

how much time are you, do you, will you want to dedicate to this exploration?

While I understand your tried different things, does the user get ..

what happens on these systems when you open the image in an image viewer and then print it out through the adobe printer.
Does it convert the JPG image to PDF or does it fail?

Before I would try a windows repair I would just to a clean install- but I delete the local roaming profile off the computer and then rename their profile so that tis clean all the way around and as I stated before- the local admin is not a roaming profile and it has the same issue- there are no other issues with the computer other than this- all 3 started behaving the same way the same day. It will not convert a jpg to pdf. I have experienced the exact same behavior  on all 3 systems doing the exact same things- I have since downloaded Bluebeam Revu (you can do a 30 day trial) and it does not have the same behavior. 25 years of experience pretty much told me this was an application issue not an operating system issue. And no I did not log the users into another machine since it seems to break Adobe for whomever logs in I did not want to risk jacking up more machines.
 

already have more time spent discussing this than I want to - as I said previously I really wanted to see if anyone has seen this behavior before and knew if there was a fix obviously is not the case

thanks for your time

If you wish to do a clean install, that is, of course, up to you, but a Repair is easier. Easy enough to try before starting over again.


local admin is not a roaming profile and it has the same issue-   <-- A fresh install will certainly help correct the profile issue, though.

potential some adoe plug-in downloaded/added?

What about printing the image through the adobe printer to generate a PDF?

do the same users access this same three computers? to see whether a PDF accessed through...

uninstall the application, then rename their folders, remove their registry entries before reinstalling the app again and see if it clears the issue.....

try a roll back to a date prior to the date when this issue began. are all systems subject to the same windows updates?

already have more time spent discussing this than I want to

upgraded and problems went away- hopefully I can postpone the others until Nov 1- at least it helps you get 2 installs per subscription

That make senses as the version you were using was very old.

upgraded and problems went away

Very glad to hear that an upgrade to Acrobat Pro DC did the trick. With some luck, you'll have enough time to get money in the budget for the other 77 upgrades. Regards, Joe

fortunately I have not turned in my 2019 budget yet so as long as I don't have a rash of other failing between now and Nov1 I should be ok

Good thing your fiscal year starts on 1-Nov...only 10 weeks to go. :)

one of the few small blessings we get in the otherwise mostly thankless task of providing IT services to people!!