User Open PDF and white box is overlaying

[robertf64978559]

I have a user running the latest version of Adobe Acrobat Pro 2017.  When they open documents half of the document is cut off by an overlaying white box. See white box outlined in yellow in attached image.  I have tried doing a repair on Adobe Acrobat Pro 2017.  Can you help?

Machine Information:

OS: Windows 10 Pro

Memory 8 gigabyte

Hard drive 256GB

Computer Surface Pro

[AnandSri]

Hello Robertf,

We apologize for the inconvenience caused, as per the description above when you open a PDF file, half of the document is cut off by an overlaying white box, Is that correct?

Please navigate to the Acrobat Preferences from Edit>Preferences>Page Display and change the settings under Resolution, then under Rendering, select the options available and unchecked.

Then under Page Content and Information select Show large images, and see if this brings any difference.

Try updating Acrobat as well from help>check for updates, reboot the machine after installing the updates and see if this removes the white box from the document.

If the issue persists, please share the following details:

• Dot version of Acrobat installed, to identify refer to Identify the product and its version for Acrobat and Reader DC
• Is it a Mac or Windows machine?
• Is white box appears only in one PDF file or it is with all the PDF file?
• Have you checked with any other PDF file?
• Try opening the PDF file in a browser like Chrome or Firefox, or Safari and see if the issue is reproducible?
• If it's specific to one PDF file, is it possible to share the PDF file with us? To share the file, please use Adobe Send feature, upload the file, share the link to files via private message only, How Do I Send Private Message

Let us know how it goes and share your findings.

Regards,

Anand Sri.