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baudhopper
Participant
September 16, 2026
Answered

I purchased Acrobat Pro 2024 (3 year) but when I click on the installation file, it asks to access previous data then opens my old version (Pro 2020). From there, it goes nowhere. What do I need to do to get the new app to install?

  • September 16, 2026
  • 4 replies
  • 18 views

I purchased Acrobat Pro 2024 (3 year plan). Acrobat Pro 2020 was already on my computer but I was told this would not matter for an installation. After the download was complete, I attempted to install the new app at which point it asked for permission to access other files, which I allowed. The app looked like it was going to install, but all it did was open the older version and then did nothing more. Now, I don’t know what to do in order to get the 2024 version to install. Can you help?

      Correct answer Jeff_A_Wright

      Thank you for posting, ​@baudhopper.

       

      I appreciate your continued use of Acrobat, and I apologize for any problems you encountered during the installation of the most recent version.

       

      I can confirm that a new Acrobat Pro 2024 (3-year) subscription was recently added to your account.

       

      Based on your description, it appears that the installer may be detecting the existing Acrobat Pro 2020 installation and launching that application instead of completing the installation of the newer version.

       

      As a first step, please try uninstalling Acrobat 2020 using the instructions in Uninstall Adobe Acrobat on Windows and macOS.

      https://helpx.adobe.com/acrobat/desktop/get-started/access-the-app/uninstall-acrobat.html

       

      Once the uninstall is complete, restart your computer and then try installing Acrobat Pro 2024 again.

       

      Please update this discussion with the results, ​@baudhopper, and we'll be happy to continue helping if needed.

      4 replies

      baudhopperAuthor
      Participant
      September 16, 2026

      Jeff - this worked!  I really appreciate the help - you’re the best - Thank you!!!

        Jeff_A_Wright
        Community Manager
        Jeff_A_WrightCommunity Manager
        Community Manager
        September 16, 2026

        Thank you for the update, ​@baudhopper, and you are welcome!

        Jeff_A_Wright
        Community Manager
        Jeff_A_WrightCommunity ManagerCorrect answer
        Community Manager
        September 16, 2026

        Thank you for posting, ​@baudhopper.

         

        I appreciate your continued use of Acrobat, and I apologize for any problems you encountered during the installation of the most recent version.

         

        I can confirm that a new Acrobat Pro 2024 (3-year) subscription was recently added to your account.

         

        Based on your description, it appears that the installer may be detecting the existing Acrobat Pro 2020 installation and launching that application instead of completing the installation of the newer version.

         

        As a first step, please try uninstalling Acrobat 2020 using the instructions in Uninstall Adobe Acrobat on Windows and macOS.

        https://helpx.adobe.com/acrobat/desktop/get-started/access-the-app/uninstall-acrobat.html

         

        Once the uninstall is complete, restart your computer and then try installing Acrobat Pro 2024 again.

         

        Please update this discussion with the results, ​@baudhopper, and we'll be happy to continue helping if needed.

        baudhopperAuthor
        Participant
        September 16, 2026

        Thanks, Jeff!  After uninstalling the older version, it installed great. Thank you!

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