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J
Jroberts
Participating Frequently
January 4, 2025
Question

Acrobat fails to properly load

  • January 4, 2025
  • 1 reply
  • 258 views

Adobe DC (bundled with CC all apps) fails to load correctly.  All I get is a (mostly) blank screen (see below).   It worked fine 6 months ago when I was last at my computer.  I have tried uninstalling the app and repairing it.  Nothing seems to work.

 

When I change the default PDF viewer, Acrobat asks if I want to change it to Acrobat, so something is loading correctly.

 

I have no add-ins installed.  Not sure what to try next.

 

 

 

1 reply

J
JrobertsAuthor
Participating Frequently
January 5, 2025

I emailed tech support.  According to them, "previously Acrobat Pro is the part of CC All apps subscription but no longer now."  When I asked, "Why do you still have a link to the pro version in CC all apps?  Presumably, that link is a bug? the answer was, "Yes, it's a bug and soon will be fixed."

 

Adobe Creative Cloud app shows Acrobat as an app that's part of my subscription.  On Adobe's website, Acrobat is prominently displayed as included in an all-apps subscription.  Is the tech mistaken, or has Adobe really sunk this low? 

 

 

J
JrobertsAuthor
Participating Frequently
January 7, 2025

I just got off of a tech support chat.  Apparently, the chat/phone support team is separate from the support team I got when I used email.  The chat tech support believes Acrobat Pro is included in the CC subscription.  They attempted some fixes but when I refused to allow them to uninstall all CC apps, they elevated the issue.  Finally, their response was "I just checked with the resources this process is on going. you will get a mail as soon as it fixed.", and  "I'm not from a engineering team a backend team will work on it and after it gets fixed you will receive a mail.".

 

So maybe this is a known bug,  Or maybe they did pull Acrobat Pro from CC-All Apps, and the "bug" is inviting me to install a program I don't have access to 🙂

 

One thing that makes me suspicious.  While Adobe's main website says Acrobat Pro is included in CC all apps:

 

My all-apps account page implies I only get the free version.

 

 

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