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Dominik5CCF
Participant
April 26, 2021
Answered

Adobe Acrobat Reader DC app does not show options for Document Cloud

  • April 26, 2021
  • 1 reply
  • 2689 views

Today after reinstalling Acrobat Reader DC, when I logged back in, there were no options for anything related to Document Cloud. I could not view files there, upload, see recent files, anything related to Cloud was not there. I have been using this for quite a few years, and it worked perfectly fine untill I had to reinstall it today.

To date have tried: loggin out and back in, restarting the application, restarting the PC, updating Adobe, updating Windows, different account, running compatibility mode. Really anything I could think of.

Any help or advice would be usefull.

I just want to say that the files are still there, I can view and use the Cloud in browser with no issue, it is just the desktop app that is the problem.

 

Using Windows 10

This topic has been closed for replies.
Correct answer Dominik5CCF

Hey,

 

I have since found a sollution that works for me, so I will share it and add the steps I took to get there.

 

Firstly, my version of Acrobat Reader DC was the Croatian version, I did not write down the exact version, but it was updated fully using Check for Updates and with Repair Installation. I downloaded this version from https://get.adobe.com/hr/reader/ where it does not give you options to choose and I assume just downloads and installs the version from your local region or country. I could not get this version of Acrobat Reader DC to work with Document Cloud taking all the steps described above.

 

What I did was uninstall Acrobat Reader DC using windows "Add or remove programs" and using the tool "AcroCleaner" removed any previous data or profiles I could find. Next I found a link where you can choose which version of Acrobat Reader DC you want to download: https://get.adobe.com/hr/reader/enterprise/ ,

here I chose:

1. Windows 10

2. English

3. Reader DC 2021.001.20145 English for Windows

With a file size of 181 MB

 

Unlike the first download attempts, where you download a small file that after running it sets up and downloads the rest automatically, this was the full file size installer.

After running and installing this US version, immediately upon opening the app I could see the buttons and options for Document Cloud, even before loggin on my account. I now think before I reinstalled Reader that I was using the english version back then as well, but honestly never paid much attention in what language the UI was.

 

So my advice to anybody else with this problem is to try and use the English version if you, like me, had a different language installed. I don't know if my problem stemed from it being the Croatian version, but it was what fixed it in the end.

 

Good luck to you!

1 reply

Amal.
Community Manager
Amal.Community Manager
Community Manager
April 27, 2021

Hi Dominik

 

Hope you are doing well and sorry for the trouble. As described, after reinstalling the application the option for document cloud were missing and you have tried most of the troubleshooting steps with no luck .

 

Would you mind sharing the version of the Adobe Acrobat reader DC you are using? To check the version go to Help > About Acrobat and make sure you have the latest version 21.01.20149 installed. Go to Help > Check for Updates and reboot the computer once.

 

If it still doen't work, please try to repair the installation (Win Only) go to Help > Repair Installation.

 

If it still doesn't work, please try to reset the Acrobat preferences to default as described in the help page: https://community.adobe.com/t5/acrobat/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082 and see if that works.

 

You may also try to create a new test user profile with full admin rights in Windows or enable the root account in Mac and try using the application there and check .

 

Regards

Amal

D
Dominik5CCFAuthorCorrect answer
Participant
April 27, 2021

Hey,

 

I have since found a sollution that works for me, so I will share it and add the steps I took to get there.

 

Firstly, my version of Acrobat Reader DC was the Croatian version, I did not write down the exact version, but it was updated fully using Check for Updates and with Repair Installation. I downloaded this version from https://get.adobe.com/hr/reader/ where it does not give you options to choose and I assume just downloads and installs the version from your local region or country. I could not get this version of Acrobat Reader DC to work with Document Cloud taking all the steps described above.

 

What I did was uninstall Acrobat Reader DC using windows "Add or remove programs" and using the tool "AcroCleaner" removed any previous data or profiles I could find. Next I found a link where you can choose which version of Acrobat Reader DC you want to download: https://get.adobe.com/hr/reader/enterprise/ ,

here I chose:

1. Windows 10

2. English

3. Reader DC 2021.001.20145 English for Windows

With a file size of 181 MB

 

Unlike the first download attempts, where you download a small file that after running it sets up and downloads the rest automatically, this was the full file size installer.

After running and installing this US version, immediately upon opening the app I could see the buttons and options for Document Cloud, even before loggin on my account. I now think before I reinstalled Reader that I was using the english version back then as well, but honestly never paid much attention in what language the UI was.

 

So my advice to anybody else with this problem is to try and use the English version if you, like me, had a different language installed. I don't know if my problem stemed from it being the Croatian version, but it was what fixed it in the end.

 

Good luck to you!

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