Participant

Answered

Adobe Acrobat will not open

Forum|Forum|9 months ago
May 1, 2025
3 replies
1014 views

Whenever I try open Acrobat (or any of my other Adobe Creative Cloud products) I get the following screen and everything closes.

Correct answer ls_rbls

Hi @thomasb96357613 ,

In your screenshot, there is a link that if you click on it, it will direct you to the troubleshooting guide , did you click on it ?

The pop up "Something went wrong" also gives you the exact error code : 12014.

Based on the following guidance: https://helpx.adobe.com/download-install/kb/troubleshoot-creative-cloud-activation-errors.html , the error code 12014 seems to be related to poor Internet connectivity.

If that would be the case, most likely it is related to several other things that must be resolved first in order for your Adobe apps to authenticate successfully and for you to be able to sign in with your licensed credentials.

Assuming that this issue is strictly related to Internet connectivity (or something at the router/firewall level (if your computer is behind one at work or at home), you can try several things:

Turn off your router, and turn off your cable modem.
Check that all Ethernet cables and power cables are properly seated in their respective Ethernet port adapters (to include you cable modem's coaxial cables (from wall outlet to your cable modem)
After one or two minutes start up your modem first, and check if you have full upload and download speeds (the blinking lights will indicate if something is wrong)
If all of that is good, power up yor router and watch for the connectivity lights on your router (you want to determine if the issue is at the cable modem or router level)
If your source to the Internet is via Wi-Fi hotspot (provided by your router), and you are able to determine that your modem is good (but not the router), try connecting directly to the modem via Ethernet cable (for testing purposes)
If you can determine that something is wrong in your area of service, call your Internet service provider; they will and should be able to confirm and troubleshoot the modem remotely

In any case, if any of the steps above doesn't apply to your issue, please describe in more detail what networking setup do you have (what type of computer , Windows version etc.)

Here are some additional guides:

ls_rbls

Correct answer

Community Expert

Hi @thomasb96357613 ,

In your screenshot, there is a link that if you click on it, it will direct you to the troubleshooting guide , did you click on it ?

The pop up "Something went wrong" also gives you the exact error code : 12014.

Based on the following guidance: https://helpx.adobe.com/download-install/kb/troubleshoot-creative-cloud-activation-errors.html , the error code 12014 seems to be related to poor Internet connectivity.

If that would be the case, most likely it is related to several other things that must be resolved first in order for your Adobe apps to authenticate successfully and for you to be able to sign in with your licensed credentials.

Assuming that this issue is strictly related to Internet connectivity (or something at the router/firewall level (if your computer is behind one at work or at home), you can try several things:

Turn off your router, and turn off your cable modem.
Check that all Ethernet cables and power cables are properly seated in their respective Ethernet port adapters (to include you cable modem's coaxial cables (from wall outlet to your cable modem)
After one or two minutes start up your modem first, and check if you have full upload and download speeds (the blinking lights will indicate if something is wrong)
If all of that is good, power up yor router and watch for the connectivity lights on your router (you want to determine if the issue is at the cable modem or router level)
If your source to the Internet is via Wi-Fi hotspot (provided by your router), and you are able to determine that your modem is good (but not the router), try connecting directly to the modem via Ethernet cable (for testing purposes)
If you can determine that something is wrong in your area of service, call your Internet service provider; they will and should be able to confirm and troubleshoot the modem remotely

In any case, if any of the steps above doesn't apply to your issue, please describe in more detail what networking setup do you have (what type of computer , Windows version etc.)

Here are some additional guides:

creative explorer

Community Expert

@thomasb96357613 the suggestions by @Amal. is good, I would double check if the Adobe Status is up and running.
I would also clear my cookies, cache and history from my web browser and do a simple restart soon after may do the trick. Sometimes having to do this gives your web broswer a clean slate!

m

thomasb96357613Author

Participant

Thanks! I have tried clearing the browser cache and restarting and still experience the same issue

Amal.

Community Manager

Hi there

Hope you are doing well and thanks for reaching out.

Please check the steps shared here https://adobe.ly/430rJWR and try the solution with the app AcroNGLEnableTool executed in terminal.

Let us kow how it goes.

thomasb96357613Author

Participant

Amal,

Thanks for your note. I tried the steps listed and ran the tool but I still get the same error

Downloads ./AcroNGLEnableTool
2025-05-01 14:00:44.731 AcroNGLEnableTool[11480:181096] Starting tool AcroNGLEnableTool...
2025-05-01 14:00:44.736 AcroNGLEnableTool[11480:181096] AMT was NOT set.
2025-05-01 14:00:44.736 AcroNGLEnableTool[11480:181096] NGL was set.
2025-05-01 14:00:44.744 AcroNGLEnableTool[11480:181096] Done successfully...

C

carol355087605q5j

Participant

what can I do to get this resolved so that I canuse my program?

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