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Jess M.
Jess M., Computer Support Specialist
Category: Software
Satisfied Customers: 6709
Experience:  Computer Software Support specialist for more that 10 years
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I have Adobe Acrobat 11 running on Windows 8.1 past

Customer Question

I have Adobe Acrobat 11 running on Windows 8.1 for the past year. Recently some clients can't open PDF files I email them. I bought ProPDF10, PDF'd a file, emailed a client, and they got the error: Cannot extract the embedded font 'USAFBC+SegoeUI'. Some characters may not display or print correctly.
What to do? ***** *****borg
Submitted: 1 year ago.
Category: Software
Expert:  Jess M. replied 1 year ago.
Hi, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. In the scenario that you described, there are 2 possible cause of this problem. First, the embedded font of the PDF file could have been corrupted, thus other people cannot open your PDF. Second, the PDF you sent to them could be intact and their PDF reader is causing the problem.
Can you try sending me a sample PDF file using that same font so that I can check if I can open it? You can attach it here when you repy or you can upload it to and then give me the short download link.
Thank you.
Best regards,
Customer: replied 1 year ago. is a PDFpro10 file that get the error sent. I can also send you an Adobe Acrobat 11 file they can't open. Thank you, Paul
Expert:  Jess M. replied 1 year ago.
Thank you, ***** ***** the file now. I will keep you posted.
Expert:  Jess M. replied 1 year ago.
Thank you for patiently waiting. I got your file and fortunately, it opens just fine. Here is my screen shot:
So with this file, it appears that the problem is NOT from your end sicne the file is NOT corrupted. So the problem is with their PDF reader that could have been out-of-date.
You mentioned about old Adobe Acrobat 11 file that they cannot open too. Can you please send me through a sample of these files that won't open so that I can check?
Keep me posted.
Customer: replied 1 year ago. for the delay, I had to leave the computer for a while. I'm back now and want to figure this out. This is an Adobe Acrobat 11 file. thank you paul Y.
Customer: replied 1 year ago.
Jess, any news on the Adobe 11 PDF file I sent? Paul Y,.
Customer: replied 1 year ago.
I have to leave for a few minutes. Please let me know if there are any issues with the Adobe PDF file I sent. thank you, paul Y.
Customer: replied 1 year ago.
Are you there? Is this session expired?
Expert:  Jess M. replied 1 year ago.
Hi Paul,I am very sorry for the delay. I thought you signed off since your status showed "offline". I am from a different time zone and your reply came to me at 1:47AM so I was already signed off by that time.I got your old Acrobat 11 file that is 4.75MB in size. Fortunately, like I suspected, I can open the file without any problem. Here is my screen shot: I was able to open your PDFPro10 file and your Acrobat 11 file withaout any issues, we can conclude that your PDF system is intact and not corrupted. It simply means that the problem is not from your end, the PDF files you created are just fine, intact and working.The problem here is from the receiver's end. Their PDF Reader is having trouble. Please tell them that they can do the following:Update their Adobe Reader to the latest version. If their update function is not installing the latest version of Adobe Reader successfully, then please tell them to unininstall first, restart, then re-install. They can get the latest version of Adobe Reader from this link: option is to use another PDF Reader. I recommend Nitro PDF. Here is the link: hope that helped. Please remember to rate my service positively (3-5 stars/faces) if this helped. Tips are always highly appreciated!If you need further assistance, please do not rate me negatively with 1 or 2 faces. Instead, please reply to me so that I can help you further.Thank you!Best regards,Jess

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