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gregcorbeau
Participant
June 30, 2020
Answered

Adobe Acrobat DC won't start up

  • June 30, 2020
  • 2 replies
  • 1144 views

I'm using Adobe Acrobat DC on a Mac with macOS Catalina 10.15.5

For the past year my documents would occasionally shut down for no reason. And some documents would immediately close if I tried to add a new page.

Now nothing will open and I can't even get Acrobat to start.

What can I do?

Thanks

This topic has been closed for replies.
Correct answer AnandSri

Hey Greg!

 

I hope you are doing well and sorry for the trouble you had.

 

Please reboot the machine once and then try launching Acrobat. If you are able to launch the app, then please check for any pending updates of Acrobat from the help menu>select check for updates.

Reboot the machine after installing the updates and please make sure you have the latest version of Acrobat 20.009.20067 Optional update, June 02, 2020

 

If you are not able to launch the Acrobat, then please remove the installed app and any corrupt or conflicting files using Acrobat Cleaner tool: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat back from this URL: Download Acrobat DC installer for Enterprise term or VIP license

Once Acrobat is installed, launch it and sign in with your Adobe ID and check the performance.

 

If you still experience any issues, then please create a new test user profile with full admin rights or enable the root account and install Acrobat and check.

 

If it's working in the root account, then you might have to repair the user profile or have to use a new user profile.

 

Let us know how it goes and share your observations.

 

Thanks,

Anand Sri.

2 replies

AnandSri
AnandSriCorrect answer
Legend
June 30, 2020

Hey Greg!

 

I hope you are doing well and sorry for the trouble you had.

 

Please reboot the machine once and then try launching Acrobat. If you are able to launch the app, then please check for any pending updates of Acrobat from the help menu>select check for updates.

Reboot the machine after installing the updates and please make sure you have the latest version of Acrobat 20.009.20067 Optional update, June 02, 2020

 

If you are not able to launch the Acrobat, then please remove the installed app and any corrupt or conflicting files using Acrobat Cleaner tool: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

Reboot the machine and install Acrobat back from this URL: Download Acrobat DC installer for Enterprise term or VIP license

Once Acrobat is installed, launch it and sign in with your Adobe ID and check the performance.

 

If you still experience any issues, then please create a new test user profile with full admin rights or enable the root account and install Acrobat and check.

 

If it's working in the root account, then you might have to repair the user profile or have to use a new user profile.

 

Let us know how it goes and share your observations.

 

Thanks,

Anand Sri.

L
Lisa_991
Participant
August 6, 2020

Hi. I have the same issue that Greg reports, but the optional update did not help. I followed the link to the Cleaner Tool, but there's a fairly stern warning there:


IMPORTANT:
1. THIS TOOL IS NOT FOR USE WITH ANY CREATIVE SUITE PRODUCTS INCLUDING SUITES THAT CONTAIN ACROBAT. IT CAN ONLY BE USED WITH STANDALONE VERSIONS OF ACROBAT AND ADOBE READER.


I'm running Acrobat DC through my college's Creative Cloud account, so this warning seems to apply to me. Can you clarify or suggest an alternative?


Many thanks.
Lisa

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Lisa_991
Participant
August 6, 2020

The solution posted on this page worked for me, but only if I skipped the renaming step marked below. I'm posting in case it's useful to anyone else who lands on this page.

 

To resolve this issue, please follow the steps shared below:

  • Go to: [system]/Library/Preferences
  • look for 'com.adobe.acrobat.pro.plist' move this file to the desktop.
  • Download the new 'com.adobe.acrobat.pro.Dc.plist' file from this link- https://documentcloud.adobe.com/link/track?uri=urn%3Aaaid%3Ascds%3AUS%3A3c25d893-57bd-4166-8e37-10c1c89d05b9
  • Then place this new file to the [system]/Library/Preferences and rename it to 'com.adobe.acrobat.Pro.plist' [DON'T RENAME--BOTH I AND THE ORIGINAL POSTER FOUND THAT THE RENAMED FILE DOES NOT WORK BUT THE FILE WITH THE ORIGINAL NAME WORKS.]
  • Launch Acrobat and check.

 

 

G
gregcorbeauAuthor
Participant
June 30, 2020

I've just installed the latest optional update and it now works fine!

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