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Question

caught in a loop

Forum|Forum|4 years ago
August 2, 2021
2 replies
722 views

I tried to download and install the DC reader because I was asked to when I tried to open a PDF file. Below is the conversatio I had with your representative. I look forward to your resolving my problem. Thanks

Chris Friley email= [PI Removed by Moderator]

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Today 10:55 AM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. I see you're having trouble signing in. How can I help you?

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Adobe Customer Care Virtual Assistant

I can help you with that.

You can find solutions to common sign-in issues at https://adobe.com/go/sign-in-help

Adobe Customer Care Virtual Assistant

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Adobe Customer Care Virtual Assistant

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Yes - Chat with an agent

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

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Hello. UmaMaheswari is your support representative today, and is reviewing the chat conversation so far. If you need to share sensitive information, such as credit card number, please wait for them to give you steps to share it securely.

UmaMaheswari

Hi there! I’ll be happy to assist you with the request. Please allow me 1-2 min to review your account details.

I don't think I have an account

UmaMaheswari

Thank you for the confirmation. Could you provide me your first name, last name and your email address?

1st Nm: Chris Lst Nm: Friley, email is [PI Removed by Moderator]

UmaMaheswari

Thank you Chris. How may I help you?

I got an error mssg saying to view a PDF file I needed to download the latest dc reader.

Each time I did that I tried to install it, it said finished and the next time I tried to open the PDF files I was asked to download the newer version. stuck in a loop

UmaMaheswari

I'll surely help you with this. Please allow me 2 minutes while I check on the details of the issue.

ME: additional info, the downloaded file start w "reader***" and after I say yes to allowing it to change the settings on my computer, it "installs" NOT, and the downloaded file disappears

UmaMaheswari

Thank you for the additional information. I will verify the details.

I understand that you don't have an active subscription in Adobe and you are trying to use the Adobe reader. Is that right?

ME: yes, not the pro version, the free version

UmaMaheswari

Thank you for the confirmation. I'm checking on the details

https://community.adobe.com/ . Please contact the community support link for the issue and the expert team will help you in resolving the issue within the next 24 hours.

Install file name is readerdc_en_xa_cra_install.exe and it disappears after trying to install it but ME: my computer keeps the name and says it "missing or moved"

how do I contact them

UmaMaheswari

Please log into the website, chose the product and post your query. They will assist you further.

ME: hang on, let me find the product listing and see if I can contact them

ok found the product and there is a "Post" button. Is that it?

UmaMaheswari

Yes, you are absolutely right.

I hope that helped. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!

Download and install

This topic has been closed for replies.

Test Screen Name

Legend

It was nice of them to try to help; they are not supposed to try for free software, which has no support. I am less impressed that they sent you here with extravagant promises.

Legend

Hi Chris

Hope you are doing well and sorry for the unpleasant experience. As described you are unable to open the PDF file and getting the pop up to download the latest Acrobat Reader DC

- Would you mind sharing the screenshot of the error message for a better understanding?

- Have you installed the Adobe Acrobat Reader DC application on your system? If yes, make sure you have the latest version, go to Help > Check for Updates and reboot the computer once.

- Is this a behavior with a particular PDF file or with all the PDFs that you try to open? Please try with a different PDF file and check.

If you are trying to view/open the PDF file on a web browser and getting this error message to download latest version of Acrobat Reader DC, please try to download the PDF file to your computer locally and then try to open the PDF using Acrobat Reader DC and check.

Let us know if you are referring to something else.

Regards

Amal