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ChrisBeck1
Inspiring
September 29, 2020
Answered

Can't Open Adobe Acrobat

  • September 29, 2020
  • 6 replies
  • 6026 views

Hello All. 

 

I keep trying to open up Adobe Acrobat Pro and it keeps closing and opens the application "AcroLicApp," which says "Sorry, Something Went Wrong. More Information 

Please try launching Acrobat first or contact your administrator. Learn more."

 

I have the full Adobe Creative Cloud Suite through an "Adobe for Enterprise" licence.

 

I have tried installing and deleteing Adobe Acrobat Pro multiple times through the Adobe Creative Cloud launcher, and I have tried logining in and out of it to no avail. 

 

Hopefully someone can help.

 

Regards,

Chris

    This topic has been closed for replies.
    Correct answer ChrisBeck1

    Dear All,

     

    I solved the issue. All which was required was to not only uninstall Acrobat using the creative cloud launcher/installer, but also delete all files with "acrobat" in finder. That solved the issue for me after I reinstalled it. Hope it works for others.

    6 replies

    K
    Kate5FCD
    Participant
    January 10, 2021

    I have the same problem.  What's worse, I am using a business license.  So when I try to get help from Adobe, I get shot down with, "Please contact your administrator for help. A member of your organization is a designated contact for issues with your Adobe products. Reach out to your administrator or IT contact for help."  However, my IT team cannot solve the issue - they have run out of options and have no more ideas.  

    I have uninstalled all Adobe products, deleted all uninstalled files, emptied all trash, rebooted, checked for any remaining apps or files with Adobe or Acrobat in the title, logged out from the online identity on all my devices, rebooted again, and then started with a clean download of Creative Cloud.  Same exact thing happens.  
    All other products in the CC suite work, just not Acrobat (the one I need daily).


    Will Adobe choose to help me?  I sure hope so!

     

     
    C
    ChrisBeck1Author
    Inspiring
    January 10, 2021

    I honestly thought I was never going to get anywhere with it after the first few reach outs for support. 

     

    Unilstall acrobat first by using the uninstaller tool or using creative cloud. Then go to aplication support, cashes and prefences, and delete anything you can find regarding acrobat there and AcroLicApp. In essence, you want anything remotely related to Acrobat gone. I would even go as far to uninstall all apps and delete everything remotely related to adobe everywhere to guarantee it will work. That's the fastest solution,

    V
    vincenth63228295
    Participant
    November 27, 2020

    I have the same problem! It look like a conflict with old license install in the computer ... Can you help me please ?

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    December 1, 2020

    Hi Vincent

     

    We  are sorry to hear that, would you mind sharing  more information to investigate the issue in detail:

     

    1. What is the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Adobe Acrobat.
    2. Do you have any security software installed that might be causing the issue? If yes, what is the security software you are using?

     

    Please collect the machine logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and upload the logs on the Document Cloud https://documentcloud.adobe.com/link/home/ , generate the link and share it with us.

     

    Also please share the file from the location "/Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" for testing.

     

    Regards

    Amal

    C
    ChrisBeck1AuthorCorrect answer
    Inspiring
    November 17, 2020

    Dear All,

     

    I solved the issue. All which was required was to not only uninstall Acrobat using the creative cloud launcher/installer, but also delete all files with "acrobat" in finder. That solved the issue for me after I reinstalled it. Hope it works for others.

    D
    Dwi5EB9
    Participant
    November 4, 2020

    I have the same problem!

      D
      Dwi5EB9
      Participant
      November 4, 2020

      any tips on how to solve?

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      November 13, 2020

      Hi @Dwi5EB9 & @Edwin5FAE 

       

      I have shared some steps with you in private message please check.

       

      Regards

      Amal

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      September 29, 2020

      Hi Chris,

       

      We are sorry for the trouble. As described you are getting the error 'Something went wrong' on Mac OS

       

      We need some more information to investigate the issue in detail:

       

      1. What is the version of the Adobe Acrobat DC you are using? To check the version go to Help > About Adobe Acrobat.
      2. Do you have any security software installed that might be causing the issue? If yes, what is the security software you are using?

       

      Please collect the machine logs as described here https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html  and upload the logs on the Document Cloud https://documentcloud.adobe.com/link/home/ , generate the link and share it with us.

       

      Also please share the file from the location "/Users/<USER_NAME>/Library/Preferences/com.adobe.Acrobat.Pro.plist" for testing.

       

      Regards

      Amal

      C
      ChrisBeck1Author
      Inspiring
      September 29, 2020

      Thanks for your reply.

       

      Unfortunately Adobe Acrobat does not open at all, and after opening briefly up on the dock, it closes itself and opens up "AcroLicApp" - Version 20.012.20048 (20.012.20048). As I have continuously deleted and downloaded Adobe Acrobat, I would assume that it would be the lastest version. I have a feeling that it might have been the update which changed the logo, which caused the issue. However, I cannot fully remember this being the case, as I feel like I was using it fine for a brief period after it updated. Only security software installed is MalwareBytes. I just did a scan and it says that my computer is fine.

      I ran the logs scan and it says that they are already uploaded to the Adobe LogCollector Portal under the file name, "AdobeLogs_20200929_181553_959-mac.zip" Unfortunately "Sharing restrictions are in place" on my Adobe document cloud, so I can't share the file using this medium. The plist file is https://drive.google.com/file/d/1nsnQzuxRK5rcjgVeo7c9EaKFHCZTEsmS/view?usp=sharing, using my personal GDrive account. 

       

      Amal.
      Community Manager
      Amal.Community Manager
      Community Manager
      October 2, 2020

      Hi ChrisBeck

       

      Thank you for sharing the log file and the other requested details.

       

      Please give us some time to get it checked, we will share the update soon.

       

      I have shared some more information in private message, please check.

       

      Regards

      Amal

      C
      ChrisBeck1Author
      Inspiring
      September 29, 2020

      This is MacOS 10.15.6 Early 2015 MacBook Pro. All of my other Adobe apps work, excluding Distiller.

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