Participant

Question

Re: Acrobat Pro won't open [Branched from Customer Service Sucks!]

Forum|Forum|6 years ago
August 9, 2019
2 replies
723 views

After speaking with 5 different people, being told to uninstall and then reinstall acrobat pro, and then now the program wont even open. The customer service rep told me to google the problem. That's right! He said "I can't help you anymore. Just google it"

and here i am.

General troubleshooting

This topic has been closed for replies.

ls_rbls

Community Expert

Ok too easy. We going to use a baby steps approach and skim through the links I am sharing below for your review and consideration:

In regards to answer number 3, this is the best link I've found

Known issues | Adobe Acrobat DC, Reader DC

screenshot here:

The next two links include complete tables listing "Release Notes" with descriptions of updates for Acrobat Reader identifying differences betwen the Classic Track and Continuous Track:

Release Notes | Adobe Acrobat, Reader

DC release notes with complte list of installers:

DC Release Notes — Release Notes for Acrobat DC Products

See screenshot below

And this last link is or may be redundant, but I weighed its value based on how I noticed through the forums the use of incorrect terms interchangeably when referring to the Adobe products in question. It is a good reference guide to quickly familiarize ourselves with new release names

https://www.brucebnews.com/2015/04/adobe-releases-new-version-of-acrobat-12-um-acrobat-dc/

Nancy OShea

Community Expert

Branched to a new discussion and moved from Adobe Creative Cloud to Acrobat General Troubleshooting.

Nancy O'Shea— Product User & Community Expert

ls_rbls

Community Expert

Alrighty then, welcome to the Acrobat General Troubleshooting labyrinth!

And lets see if we can establish a positive handshake starting with the basic questions:

* In which operating system and version did this problem occured? (Windows, Mac?)

* Assuming that you were using an older version of Acrobat, which one was it? And which version of Acrobat Pro do you have now?

* Can you tell if this happened after a system upgrade, an upgrade to your prior Adobe product, an upgrade of any drivers?

* Did the problem began after using one particular file or with any type of file ?

* How long ago did the problem happened? this happened with just one file or any type of file that you try to open?

* have you tried and run a thorough virus scan in your system without being connected to the Internet?

*Did you also tried and fully uninstall the product in question from your user account online? using the Adobe Creative Cloud desktop app, or uninstall it from the Control Panel settings (if using Windows)?

* Assuming that you use Windows, were you able to use a reputable registry checker to validate the integrity of your registry and remove any orphaned Adobe Acrobat files or unnecessary keys?

* Are there any messages that pop up when you try and open the program? If yes, can you annotate them and post them here?

* Is your computer a standalone system or does it participates in a networked environment with user account policies, firewalls, proxies or VPN's? Are the files that you try to open also used in other computers and shared in anyway amongst different users?

* Can you download and install a third party PDF viewer (either open source or freeware) , and see if the problem also occurs with those other PDF document viewer tools?

T

TCamGreAuthor

Participant

Hi and thank you for getting back to me.

Let's see if i can answer all your questions.

1. I am running windows 10.

2. I pretty sure i have Acrobat Pro 2015.

3. The original problem was that my Creative Cloud service cancelled which messed up my Acrobat Perpetual service (figured that out through google). This happened after your phone rep told me to uninstall and then reinstall. When that didn't solve the problem he said he could no longer help and to google the problem.

I have since reinstalled 2015 Acrobat pro but now its saying that my serial number is invalid. I was worried this would happen as i purchased the product in 2016 but the phone rep assured me it was fine and to uninstall then reinstall.

4. See answer #3.

5. This all happened today.

6. Checked. No virus.

7. see answer #3.

8. done

9. no popups

10. standalone system

11. haven't tried to download a third part PDF nor do i want to.

Correct Answer

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