Acrobat XI Document Properties Does Not Open

Question

We have PDF files that were created on a Windows 10 Pro OS.  We’re unable to open the “document properties” window when viewing any of these PDFs on a Windows 7 or Windows 10 Enterprise OS. All OS’ are running the same version of Adobe XI, Version 11.0.23. The PDFs ‘document properties’ window will open on any OS, if the PDF is created on a Win7 OS.  It appears that the PDF ‘document properties’ window will not open if the PDF was created on a Win10 Pro OS. There is a DoD requirement that the PDF ‘document properties’ window is able to be opened for Gov’t use. Please help us diagnose this concern, thank you.

Answer 1

All, We believe this is an admin-related issue specific to Windows Enterprise at our client location.  We have communicated further with them and they will work on the issue to determine best resolution for them.  We are making system changes here as well.  Thank you for your support and assistance in attempting to resolve this issue.  Best Regards, Suzann

Answer 2

The problem as we are experiencing it right now is within Adobe Acrobat XI PDF, initially observed in Windows 7.  We have tried a variety troubleshooting tests here, but the primary issue is specific to creating the PDF under Windows 10 Pro and then viewing it under Windows 7, being unable to open the PDF Document Properties window from a Windows 7 computer and a Windows 10 Enterprise computer.  All other computers are able to open and modify the PDF Document Properties.

Answer 3

I saw your post there (after you mentioned it here) and that it had no responses yet.

I've seen reports of being unable to open properties of any (all) files, i.e., not just limited to pdf files.  Unfortunately, I haven't seen any definitive solutions.  The fact that your problem happens on both Windows 7 and Windows 10 and is limited to PDF files strongly suggests to me that it is a problem with the way that the files are being created rather than something corrupted in your system.

One possibility -- which I think is not very likely in your case -- is that you have the same mal-formed or corrupt shell extension installed in both your Windows 10 and Windows 7 systems.  See the post by "Artistofdesign" here:  https://answers.microsoft.com/en-us/windows/forum/windows_10-files/folder-or-file-properties-not-accessible-after/6adc899c-5d15-43d7-b95e-dc5093deb5e4  It won't hurt to try this while you're waiting for a more definitive answer from the Adobe forum.

In my opinion, the Nirsoft site and utilities are safe to use.  https://www.nirsoft.net/utils/shexview.html   I haven't installed one of these in a while, so I don't know if the following applies:

As with any third-party utility, pay attention during installation so as to not inadvertently install some other application that may be bundled with the utility's installer; if offered a choice, choose "custom" install rather than "default" install.

Answer 4

We have posted there as well.  Simply wanted to have both bases covered.  Thank you.

Answer 5

Seems to me that the best place to ask about this would be Adobe support: 

Adobe community forums:  https://forums.adobe.com/welcome?promoid=RBS7NQF9&mv=other

Contact Adobe:  https://helpx.adobe.com/contact.html?promoid=R3B5NYWC&mv=other

Adobe Enterprise support:  https://helpx.adobe.com/contact/enterprise-support.html?promoid=9DJJ4N2L&mv=other