Known Participant

Answered

Hang: blank (white) dialog at startup

Forum|Forum|1 month ago
June 15, 2026
3 replies
154 views

Hi,

Yesterday I subscribed to Adobe Acrobat Pro. I downloaded and installed it using the Creative Cloud Desktop app.
When starting the app it just hangs: it starts with the Home screen as expected, but after about 3 seconds the whole screen is filled with a semitransparent black overlay and a blank (white) square is displayed in the center (see screen dump). The whole app freezes. It becomes completely unusable and the only way to close it is to kill the task/process.

I have tried:

-Uninstalling and reinstalling
-Ending Task in task manager, for just Acrobat as well as all adobe related software
-Restarting my computer

I have tried all these options multiple times in various orders and combinations.

All other apps work fine (Photoshop, Bridge, Lightroom Classic, InDesign, Topaz Gigapixel, Affinity Studio, Microsoft Office etc.).

---------------
System details:

Adobe Acrobat Pro Version: 26.1 (latest)

Windows: Windows 11 Pro 64-bit
Version: 25H2
OS build: 26200.8655

NVIDIA GeForce RTX 2060
NVIDIA Studio Driver, version: 610.47 Release date: Tue May 26, 2026

CPU: AMD Ryzen 9 5950X
RAM: 64 GB

Monitor: Eizo CG2730 - 2560x1440 - Wide Gamut - Xrite i1 Display

Correct answer Anand Sri Bhattacharya

Hello @jjohanson

I hope you are doing well, and thanks for your patience and cooperation.

Could you please install the latest build of Acrobat version from Menu > Help > Check for updates 26.001.21691, Planned update, Jun 25, 2026. Restart the machine, and check the app performance.

Let us know if you experience any issues.

Regards,

Anand Sri.

Anand Sri Bhattacharya

Correct answer

Community Manager

Hello @jjohanson

I hope you are doing well, and thanks for your patience and cooperation.

Could you please install the latest build of Acrobat version from Menu > Help > Check for updates 26.001.21691, Planned update, Jun 25, 2026. Restart the machine, and check the app performance.

Let us know if you experience any issues.

Regards,

Anand Sri.

Amal Jaiswal

Community Manager

Hi there

Hope you are doing well ad thanks for reaching out and trying out the suggestions.

We have raised this issue with our engineering team for review, we will keep you posted as soon as we get any update from the team.

Thanks for your understanding.

~Amal

T

Tariq Ahmad Dar

Community Manager

Hi @jjohanson,

Sorry for the trouble; we definitely don't want this for our users. And thanks a lot for sharing the details about the machine and the app.
Would you check this discussion: https://adobe.ly/4xoJ1LD and confirm whether you are also observing the same?
If that is a case, i would like to mention this is a known issue and bug has been reported to the product engineering.

~Tariq

J

jjohansonAuthor

Known Participant

Hello,

Not sure if it is the same issue. I am not doing anything with signatures (the app actually goes unresponsive before I get to do much). But I saw a screen that looks like the one in the linked post a couple of times...

I have tried the Registry setting (bDisableNativeWebviews=dword:00000001) mentioned by amangupt in the post you refer to ("Black screen after adding signature"). It did not solve the problem, but the behavior was slightly different:

- The semitransparent black overlay covering the whole screen is there as before
- Instead of the blank (white) square I get the "Get instant access..." dialog
- When clicking "No,...", the app dies as before (I also then got the blank (white) square).

Attached is the screen dump mentioned in my previous post (Screenshot 2026-06-14 192206.png).

UPDATE #1

I have just installed Adobe Acrobat Pro on another PC (my laptop). The behavior is exactly the same (semitransparent black overlay and a blank (white) square is displayed in the center on startup). Both PCs are running the same version of Windows.

UPDATE #2

I have tried Compatibility mode for C:\Program Files\Adobe\Acrobat DC\Acrobat\Acrobat.exe. I have set it to "Windows 8".
Then both installations of Adobe Acrobat Pro seem to work OK!

UPDATE #3

I have turned OFF Compatibility mode in both PCs:
- on my desktop Adobe Acrobat Pro continues to work OK (so far)
- on my laptop Adobe Acrobat Pro again freezes (blank (white) square etc.)

Meenakshi0101

Community Manager

Hi jjohanson,

Thank you for reaching out, and sorry for the trouble caused.

This appears to be a different issue. Please try reinstalling the application using the steps suggested below:

Remove the application and run the cleaner tool (https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html).
Reboot the machine
Install Adobe Acrobat from the following page: Install Acrobat.

If the issue still occurs, please collect the logs using the steps suggested here: Adobe Acrobat Diagnostics. Please skip the first two steps as the white screen appears on launch.

Let us know if you need any help.

Thanks,

Meenakshi

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.