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ericp62304664
Participant
August 31, 2023
Question

Acrobat Install Issue

  • August 31, 2023
  • 1 reply
  • 781 views

I got update for Adobe Acrobat Pro and the program didn't install properly. I didn't get a warning or any prompts on the install/update.  When I booted the program I just got the blank screen shown in the first image below. I looked for what to do online and found to unstall and run a cleaner and then upon reinstall acrobat will work.  I used the cloud installer initiailly and I got the same result a blank screen. I got the standalone installer and turned off my anti-virus and did the install again; I have the same blank screen.  I attempted to convert some files with adobe through the OS context pane but I and error which is the last image.  The second image shows an exception that happen one time as with the cloud installer, which I did try with anti-virus disabled.  I did try the installer with Adobe Creative Cloud, Adobe Genuine Service uninstalled and I got the same blank screen. The web version works okay but I can't get the desktop version to install successfully. 

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    1 reply

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    September 1, 2023

    Hi @ericp62304664 

     

    I hope you're doing well! Thank you for reaching out with this issue you're facing when trying to sign in to a Creative Cloud app. I understand how frustrating it can be when technology doesn't cooperate, but we'll do our best to get this sorted out for you.

     

    The blank white screen after signing in is often related to licensing problems. You can also refer to our help page for more detailed troubleshooting steps: Fix Blank White Screen on Sign-In and see if that works.

     

    You may also try the steps below in the given sequence and see if that helps.

    1. Create a New User Profile: First, try creating a new test user profile on your Windows system with full admin rights. Then, attempt to use the Creative Cloud application within this new profile to see if the problem persists.

    2. Use the Acrobat Cleaner Tool: If the issue remains unresolved, you can use the Acrobat cleaner tool. This tool helps remove any remnants of previous installations that might be causing conflicts. After using the cleaner tool, restart your computer and then reinstall the application using the direct link provided here: Acrobat DC Downloads.

    I hope these steps help resolve the issue you're experiencing. If you have any further questions or encounter any difficulties along the way, please don't hesitate to reach out.

     

    Regards
    Amal

    E
    ericp62304664Author
    Participant
    September 5, 2023

    I have attempted the solutions you provided and I have the same results as the images provided in the initial post.

    Through the web browser the cloud the appilcations including Adobe Acrobat work fine no issue.

    It's only with the desktop appilication Adobe Acrobat that I have the issue with.

    I tired the cleaner tool and installed the package from Acrobat DC Downloads several times and I have the same results that initially posted.

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