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Pages are black or blank or an error occurs when you open a PDF file (Create Adobe PDF Online)Products affected


When you use Adobe Reader to view an Adobe PDF file created using the Create Adobe PDF Online service, the pages are blank or black, or Adobe Reader returns one or more of the following error messages:

-- "This file contains information not understood by the viewer."

-- "There was an error processing the page. A font contains a bad cmap-encoding."


Do one or more of the following solutions:

Solution 1: Refresh your web browser.

If you view the PDF file in a web browser (that is, Adobe Reader is set up as a helper application) after clicking the Download link in the Create Adobe PDF Online Conversion History dialog box, click your browser's Refresh button.

Solution 2: Use the latest version of Adobe Reader.

Download and install the latest version of Adobe Reader from the Adobe website at .

Solution 3: Resubmit the source file.

Resubmit the source file to the Create Adobe PDF Online service, and in the Conversion Settings dialog box, choose the Acrobat compatibility that matches the version Adobe Reader you use.

Background information

Adobe Reader may be unable to read PDF files if the Compatibility option for Create PDF Online is set to a later version: Adobe Reader returns an error when you open the files or displays black or blank pages.

You can create PDF files that an earlier version can recognize by choosing the Compatibility option that matches that version; however, the resulting PDF file doesn't retain new, version-specific features. For example, if you create a PDF file using Create Adobe PDF Online and set the PDF Compatibility option to Acrobat 4.0 (PDF 1.3), the resulting PDF file doesn't retain Acrobat 5.0-specific features like transparency.

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Products affected

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