Pan and Zoom doesn't turn on

[Danny Occoquan]

Hi -

I have Acrobat Pro DC, version 2017.012.20095, and in the last few weeks View > Zoom > Pan and Zoom doesn't pop up the floating window when I try to turn it on.  A checkmark appears and disappears beside the menu option but the window doesn't pop up.

Over the past few months it's become more erratic, but usually restarting Acrobat will make it pop up normally.  Now even that doesn't work. 

I use that floating window a lot when setting destinations manually or resetting auto-set ones, the top is a great guide to get absolutely consistent distance from top of screen. Alternatively, is there another pop-up floating window in Acrobat?

Thanks!

[Adorobat]

Hi!

Based on the issue description mentioned above, Pan & Zoom floating window doesn't pop-up when enabling it using View > Zoom option, is that correct?

Please try following troubleshooting steps:

Launch Acrobat > click Edit > Preferences

Under Categories > 3D & Multimedia > check the box "Enable hardware rendering for legacy video cards"

Click OK > reboot the machine and try again.

If that doesn't work, repair Acrobat DC by clicking "Repair Installation" under "Help" menu. Once the repair is finish, reboot the machine and try again.

Let us know how it goes.

Shivam

[Danny Occoquan]

Hi Shivan ... Sorry delay responding, busy busy ... the Edit, Preferences legacy video card setting was already enabled.  I also ran repair the other day.  Multiple reboots since then.  Still no pan & zoom.  Thanks, Danny

[Adorobat]

Hi Danny,

Please try resetting preferences for Acrobat and see if that helps:

Steps are given here:How to reset Acrobat Preference settings to default.

After resetting the preferences, reboot the machine and try again.

Keep us posted with the results.

Shivam

[Danny Occoquan]

I moved the Preferences folder per the instructions, rebooted, still no Pan & Zoom. Not the end of the world, it's just been a convenient feature.

[Adorobat]

Hi Danny,

Please try following troubleshooting steps:

1- Download and run Cleaner tool from here: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Reboot the machine.

3- Install Acrobat DC from here: Download and install Acrobat DC subscription

If reinstalling Acrobat doesn't work, please contact our Support here: Contact Customer Care

Thanks,

Shivam