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Participant
March 22, 2023
Question

New installation problems: Can't access storage, redact tool not working.

  • March 22, 2023
  • 1 reply
  • 316 views

Hello

 

I have installed Adobe Acrobat Pro 64 bit and there are multiple issues.

 

When i click "add file storage" there is just a loading circle that never ends. If i click off and back on it does not even load. If i click 'your computer' to access computer files, nothing happens.

 

I click tools and click redact. It allows me to add a file this way from my computer harddrive. When I add the file and make redaction edits, i click 'apply' but a box comes up with the loading circle and nothing happens for over an hour.

 

I have uinstalled and reinstalled multiple times and used the adobe cleaner too. Still the same issues.

 

The file i tried to redact does not have any security features either.

 

Another straneg occurance is some of the loading bars like when installing or uninstalling load backwards from right to left and one of the buttons is in Arabic.

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1 reply

Amal.
Legend
March 23, 2023

Hi @Jordan29006980wqz6 

Hope you are doing well and sorry to hear that

 

Have you started experiencing this issue with the recent release?


What is the version of the Acrobat DC you are using? To check the version go to Help > About Acrobat and make sure you have the recent version 23.01.2006x installed. Go to Help > Check for updates and reboot the computer once.

Also, try to repair the installation from the help menu (Win Only) and see if that works.

Please try to reset the Acrobat preferences as described here https://community.adobe.com/t5/acrobat-discussions/how-to-reset-acrobat-preference-settings-to-default/td-p/4792082

You may also try to create a new test user profile with full admin rights in Win or enable the root account in MAC and try using the application there and check.

If it still doesn't work, please remove the application using the Acrobat cleaner tool https://www.adobe.com/devnet-docs/acrobatetk/tools/Labs/cleaner.html , reboot the computer once and reinstall the application using the direct link
https://helpx.adobe.com/acrobat/kb/acrobat-dc-downloads.html

 

Let us know how it goes.

 

Regards
Amal