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U
urih76502844
Participant
September 25, 2019
Answered

"Something went wrong" error preventing Acrobat DC startup

  • September 25, 2019
  • 7 replies
  • 120977 views

When I try to start Acrobat DC, I get a pop-up window with "Sorry, something went wrong" followed by "This is likely an issue at out end, but it could be that you are not connected to the Internet. Please check your Internet connection and try again later. If you are still having issues, please see our troubleshooting guide." Nothing displays and the program goes away. Repeatable. This problem started early last week. Long previous use without this problem. Can't find anything helpful in the troubleshooting guide. Connection to the Internet is good. Subscription is active. No indication of any problems on the Adobe pages to manage subscription. I tried using a different user name on the same machine without logging into Adobe and get the same behavior.  Only some of the other computers on the network are having this problem. How can I get more information on what is causing this problem?

    Correct answer HenryJ10157364

    thanks.  changing the MTU for wifi and ethernet turned the trick for me.

     

    7 replies

    S
    Sebastian33859827i8bs
    Participant
    November 26, 2023

    i have no access

    Amal.
    Community Manager
    Amal.Community Manager
    Community Manager
    November 27, 2023

    Hi there

     

    Have you tried the troubleshooting steps provided in the correct answers shared earlier?

     

    Also, make sure you have the application updated to the recent version 23.06.20380. Go to Help > Check for updates and reboot the computer once.

     

    ~Amal

    S
    Soyoung26867936ovzt
    Participant
    March 8, 2025

    I am experiencing an issue when trying to open Adobe Acrobat. The application does not open at all. When I click on it, I receive the error message: "ERROR: SOMETHING WENT WRONG," and the app fails to launch.

    Since my deadline is approaching, I urgently need to resolve this issue. I have already tried the solution mentioned in the article regarding the error "Error - A running instance of Acrobat has caused an error" but it did not work. I have also uninstalled and reinstalled the application multiple times, but the problem persists.

    Could you please assist me in fixing this issue?

    I would greatly appreciate your help.

    Kind regards,

    B
    Bob32844470cv84
    Participant
    October 11, 2023

    Here is the complete article to fix something went wrong error . Read this linked article to solve and to prevent mesuares to avoid such errors.

     

    [moderator removed link to an unrelated gmail error solution. You are here with Adobe Acrobat]

      E
      Eric26957901ib51
      Participant
      November 4, 2022

      If you are still experiencing Sorry, something went Wrong with Adobe Acrobat upon opening the application and have alreay tried:

      1. SSL bypass of the domains below

      2. Removed any forced ptrocy authentication

      Then check your MTU of your adapter, particually with Zscaler ZIA ZCC client connector and WAN links and IPsec Tunnels. The default MTU of 1400 will result in the error page being displayed, set the MTU to 1399 or lower in the ZCC app profile forwarding profile will resolve the issue.

       

      cc-api-data.adobe.io
      crs.cr.adobe.com
      lcs-cops.adobe.io
      ims-na1.adobelogin.com
      auth.services.adobe.com
      use.typekit.net
      server.messaging.adobe.com
      p.typekit.net
      dpm.demdex.net
      sstats.adobe.com
      adobe-api.arkoselabs.com
      adobeid-na1.services.adobe.com
      geo2.adobe.com
      acroipm2.adobe.com
      armmf.adobe.com
      p13n.adobe.io
      cloud.acrobat.com
      send.acrobat.com
      createpdf.acrobat.com
      files.acrobat.com:443
      adobesearch-sec-uss.adobe.io
      adobesearch.adobe.io
      dc-api.adobecontent.io

        H
        HenryJ10157364Correct answer
        Participant
        November 10, 2022

        thanks.  changing the MTU for wifi and ethernet turned the trick for me.

         

        P
        praesodymium
        Participant
        June 25, 2021

        I was having problems after updating Acrobat on my MacBook Pro running  MacOS Catalina  but did not have the problem on my iMac running MacOS Big Sur. I could not get the solutions below to work, as it would not get around the MacOS security. However, what did work was 1) downloading AcroNGLEnableTool to the Desktop, 2) control-clicking on the tool, and then 3) Opening With Terminal.app. It ran automatically and then Acrobat worked.

        S
        Sirasi5F9C
        Participant
        March 20, 2021

        For Windows users that are having a similar issue:
        I solved it by editing the hosts file in "C:\Windows\System32\drivers\etc" and removing all entries without a "#" that are linked to adobe.

          Dotoki2
          Dotoki2
          Inspiring
          February 4, 2021

          I solved the issue with this document

          https://helpx.adobe.com/acrobat/kb/troubleshoot-activation.html#error-opening-acrobat-mac 

          and solution with the app AcroNGLEnableTool executed in terminal.

            Amal.
            Community Manager
            Amal.Community Manager
            Community Manager
            September 26, 2019

            Hi Urih,

             

            Thanks for reaching out. As described above, you are getting issue while opening the Adobe Acrobat DC, correct?

             

            Please try the troubleshooting steps provided in the help article https://helpx.adobe.com/in/x-productkb/policy-pricing/activation-network-issues.html and see if that helps.

             

            Let us know how it goes.

             

            Regards

            Amal

            R
            rubyy.s.chong@gmail.com
            Participant
            July 16, 2020

            Hi,

            I am having the same issue. I tried following the instructions but it still doesnt work and just leads me from one instruction page to the next. Please advise.

              Amal.
              Community Manager
              Amal.Community Manager
              Community Manager
              July 17, 2020

              Hi there

               

              We are sorry to hear that the issue still persists.

               

              Please try to remove the application using the Acrobat Cleaner Tool https://labs.adobe.com/downloads/acrobatcleaner.html  , reboot the computer once and reinstall the application using the link https://helpx.adobe.com/in/download-install/kb/acrobat-downloads.html

               

              Keep us posted with the results

               

              Regards

              Amal

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